Manager, Public Safety Communications Center

Manager, Public Safety Communications Center

The Brown University Department of Public Safety is a dually accredited (CALEA and RIPAC) department that provides the overall safety and security of the campus community. Situated physically within Department of Public Safety, the Manager will lead the Public Safety Communications Center.

The Manager, Public Safety Communications Center, is responsible for the daily operations, strategic development, and staff supervision of Brown University's 24 / 7 / 365 Communications Center. This position leads a team of Communication Control Officers (CCOs) and Public Safety Officers (PSOs) and ensures the effective coordination of emergency and non-emergency calls for service, efficient use of public safety systems, and adherence to departmental standards and accreditation requirements. In coordination with the Director of Strategic Initiatives and the OIT Public Safety Tech team, this position will oversee the day-to-day facets of the police department's information and public safety systems and applications including IMC CAD / RMS, 800MHZ, MDCs, portable radios, station alerting systems, and other public safety and related hardware and software.

Major Responsibility : Organizational Leadership of the Communications Center (45%)

Supporting Actions :

Provide strategic leadership and operational control and direction over dispatch and technical staff.

Manage staff by establishing and evaluating strategic group priority and performance expectations; assigning and directing the work of the division, applying discipline when necessary.

Participate in the hiring process.

Manage and oversee all data entry into the confidential automated records systems.

Create, implement and maintain policy and procedures, standard operating manual and training manuals for the communication center.

Assess training needs, determine training approach, develop course materials and conduct advanced technical training for all department personnel.

Direct supervision of 15-18 Communication Control Officers and Public Safety Officers across three rotating shifts.

Manage scheduling, minimum staffing, overtime, and leave coverage

Conduct QA reviews of CAD logs, radio traffic, and emergency call handling

Handle performance management : evaluations, discipline, coaching, and documentation

Maintain 24 / 7 operational readiness and coverage of the Center

Major Responsibility : Personnel Development and Training Oversight (20%)

Supporting Actions :

Manage onboarding, field training, and continuing education for dispatch staff

Track certifications and performance trends; implement remediation plans

Mentor senior dispatchers and leads to support career growth

Ensure alignment with accreditation standards and university policies

Major Responsibility : Personnel Development and Training Oversight (20%)

Supporting Actions :

Collaborate with the Director to implement SOP updates, metrics, and modernization projects

Maintain documentation systems (e.g., GitBook) and standard operating procedures

Represent the Center in university planning, emergency drills, and meetings

Coordinate closely with Public Safety Tech on CAD, RMS, and radio workflows

Major Responsibility : Personnel Development and Training Oversight (20%)

Supporting Actions :

Ensure daily practices comply with CALEA / RIPAC and state / federal regulations

Serve as liaison for audit preparation, document retention, and security practices

Maintain alarm contact data, radio protocols, and user access controls

Partner with OIT and Facilities on environmental and systems improvements

Major Responsibility : Customer Service and Stakeholder Engagement (5%)

Supporting Actions :

Serve as escalation point for complaints, inquiries, or service issues

Identify service improvement opportunities based on user feedback

Support debriefings, community feedback loops, and critical incident reviews

Act as a liaison to law enforcement and other state and federal agencies.

Decision Position is Free to Make :

Assist with the purchase of new hardware / software within approved budget

Implementation of hardware / software upgrades

Evaluate and resolve user problems

Maintenance schedules for all equipment

Performance management and evaluations for staff

Explain the decisions that depend on position's advice :

IT plans / goals for the department

Acquisition of major equipment or new software packages

Development of annual technology budget

Installation of new or upgraded security equipment in all campus facilities

Dimensions :

• Supervise 15-18 Communication Control Officers and Public Safety Officers, and possibly a dispatch supervisor
• Manage $75,000 budget
• Ensure integrity and confidentiality of over 10,000 police records.

Job Qualifications

Education and Experience Required :

Bachelor's degree in Criminal Justice, Public Safety, Emergency Management, or a related field, or an equivalent combination of education and experience

Minimum five (5) years of professional experience in a public safety communications center, including at least three (3) years in a supervisory or leadership role

Strong knowledge of CAD / RMS systems, two-way radio operations, and emergency response protocols (IMC preferred)

Demonstrated experience in policy development, performance management, and quality assurance

Preferred :

APCO certifications (Communications Supervisor) strongly preferred

Experience as a Terminal Agency Coordinator (TAC) or with CJIS / NCIC access compliance

Experience leading or contributing to accreditation (CALEA / RIPAC), onboarding programs, or strategic initiatives

Exposure to project management tools, training program delivery, or systems upgrades

Experience with university policing

Job Competencies :

Familiarity with public safety technologies and ability to liaise with IT staff to address system functionality and needs

Strong organizational skills with ability to evaluate and improve operational workflows using metrics and feedback

Knowledge of principles and practices of personnel management and supervisory development

Proven ability to maintain situational awareness and manage multiple high-stakes inputs simultaneously in a dynamic communications environment

Ability to supervise and ensure proper use of CAD / RMS and other critical systems within a 24 / 7 operational environment

Must be a team player who is able to display tact, patience, and respect in dealing with people of varying temperaments and levels of knowledge under often difficult or stressful circumstances

Must pass a criminal background investigation.