Assistant Communications Manager

Assistant Communications Manager

The Assistant Communications Manager assists the Communications Manager in the administration, leadership, planning, coordination, and daily operation of the City's consolidated Public Safety Communications Center. This position is responsible for supervising Communications Shift Supervisors and assisting with the oversight of emergency communications personnel who provide 24-hour emergency and non-emergency dispatch services for police, fire, EMS, and other public safety agencies. The Assistant Communications Manager ensures compliance with all applicable federal, state, local, and regulatory requirements governing public safety communications, including standards established by the Texas Commission on Law Enforcement (TCOLE), Texas Law Enforcement Telecommunications System (TLETS), Texas Crime Information Center (TCIC), National Crime Information Center (NCIC), Criminal Justice Information Services (CJIS), APCO, IAED, and other applicable agencies. The position assists with personnel supervision, quality assurance, training, accreditation activities, technology implementation, budgeting, emergency management, and strategic planning while maintaining the highest standards of professionalism and operational readiness. The Assistant Communications Manager serves as the Communications Manager's designee during absences and assumes responsibility for the effective operation of the Communications Center, ensuring uninterrupted emergency communications services essential to protecting life and property. This position plays a critical leadership role in League City's first response network and serves as an integral member of the City's emergency management structure. Duties and responsibilities may be modified at any time to meet the needs of the organization.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Assist in planning, organizing, directing, and evaluating the daily operations of the Public Safety Communications Center.
• Supervise Communications Shift Supervisors and provide leadership, coaching, mentoring, performance evaluations, corrective action, and professional development.
• Ensure emergency and non-emergency calls for service are processed accurately, efficiently, and in accordance with departmental policies and nationally recognized best practices.
• Monitor staffing levels and assist with scheduling to ensure adequate operational coverage on a twenty-four-hour basis.
• Oversee dispatch operations to ensure quality customer service, officer safety, responder safety, and effective emergency communications.
• Conduct quality assurance reviews of emergency call processing, dispatch operations, and emergency medical dispatch protocols; identify trends and implement corrective actions.
• Ensure monthly TCIC/NCIC validations are completed in accordance with Texas Department of Public Safety regulations and agency operating procedures.
• Assist with maintaining compliance with TLETS certification, recertification, CJIS Security Policy, and all applicable state and federal criminal justice information requirements.
• Coordinate communications training programs, evaluate training effectiveness, assign Certified Training Officers, and monitor employee progress throughout the training process.
• Maintain required certifications to perform Certified Training Officer responsibilities.
• Assist in developing, implementing, and updating communications policies, standard operating procedures, emergency protocols, and operational guidelines.
• Participate in strategic planning initiatives designed to improve operational efficiency, technology utilization, employee development, and customer service.
• Assist in preparing and administering the Communications Division budget, including capital improvement planning and technology replacement schedules.
• Review and approve payroll, leave requests, overtime, scheduling adjustments, and other personnel documentation for assigned staff.
• Investigate operational issues, employee concerns, and citizen complaints involving Communications personnel and recommend appropriate corrective action.
• Monitor compliance with departmental performance standards, accreditation requirements, and quality improvement initiatives.
• Serve as liaison with the Texas Department of Public Safety, Harris County agencies, the Greater Harris County 9-1-1 Emergency Network, Galveston County agencies, emergency service providers, and other criminal justice partners.
• Serve as the Terminal Agency Coordinator (TAC) or TAC designee when assigned by the Communications Manager.
• Assist in administering CJIS security requirements, user access, facility security, and criminal justice information systems.
• Coordinate with Information Technology personnel regarding Computer-Aided Dispatch (CAD), radio systems, telecommunications equipment, and related technology.
• Identify, troubleshoot, and coordinate resolution of operational issues involving CAD, radio, telephone, and emergency communications systems.
• Participate in emergency management planning, emergency operations, disaster response, continuity of operations planning, and recovery activities.
• Assume management responsibility for the Communications Division during the absence of the Communications Manager.
• Prepare reports, performance metrics, statistical analyses, budget documentation, presentations, and operational recommendations.
• Foster positive working relationships with City departments, emergency response agencies, regulatory organizations, and the public.
• Maintain confidentiality of sensitive law enforcement and criminal justice information.
• Perform all other duties as assigned.

Minimum Required Qualifications

• Bachelor's degree in Public Administration, Emergency Management, Criminal Justice, Communications, Business Administration, or a closely related field.
• Four (4) years of progressively responsible experience in public safety communications, emergency dispatch, 9-1-1 operations, or a related field.
• Two (2) years of supervisory or lead experience in a public safety communications environment.
• An equivalent combination of education, training, and directly related experience may be considered in lieu of formal education.
• Valid Texas Driver's License or ability to obtain one within a timeframe established by the City.
• Ability to obtain and maintain all certifications required by applicable laws, regulations, and departmental policies.

Required Certifications

• Current TCOLE Telecommunicator License.
• Current IAED Emergency Medical Dispatch (EMD) certification or equivalent.
• Current APCO Certified Training Officer (CTO) certification or equivalent.

Preferred Qualifications

• Advanced or Master TCOLE Telecommunicator Certification.
• Master's degree in a related field.
• Experience managing a consolidated Police, Fire, and EMS communications center.
• APCO Registered Public-Safety Leader (RPL), Emergency Number Professional (ENP), Certified Public-Safety Executive (CPE), or similar professional certification.
• Experience serving as a Terminal Agency Coordinator (TAC) or administering CJIS-related programs.
• Experience managing public safety communications technologies, including CAD and radio systems.
• Experience with accreditation, emergency management, or regional communications partnerships.

Knowledge, Skills, and Abilities Knowledge of

• Public Safety Answering Point operations.
• Emergency communications systems.
• Computer-Aided Dispatch (CAD).
• Enhanced 9-1-1 operations.
• TCOLE regulations.
• TLETS operations.
• TCIC/NCIC operating procedures.
• CJIS Security Policy.
• APCO and IAED standards.
• Emergency Medical Dispatch protocols.
• Emergency management and Incident Command System principles.
• Public sector personnel administration.
• Budget preparation and fiscal management.
• Labor laws and employment practices.
• Public safety technology systems.

Skill in

• Supervising and developing employees.
• Performance coaching and conflict resolution.
• Strategic planning.
• Organizational leadership.
• Critical decision-making under stressful conditions.
• Data analysis and report preparation.
• Policy development.
• Public speaking and presentations.
• Project management.
• Budget administration.
• Computer systems including Microsoft Office, CAD, RMS, scheduling, payroll, and reporting software.

Ability to

• Lead a 24/7 emergency communications operation.
• Exercise independent judgment during critical incidents.
• Analyze complex operational problems.
• Maintain confidentiality.
• Communicate effectively both verbally and in writing.
• Establish positive working relationships with employees, public safety partners, regulatory agencies, and the public.
• Prioritize multiple assignments while meeting deadlines.
• Maintain composure during emergencies.

Essential Physical Demands

• Ability to sit, stand