Support Operations Manager

Job Description Summary
The Manager provides technical guidance and instruction to Public Safety Dispatchers and is responsible for monitoring and successful operation of the Communications Center. The position oversees all functions of Support Operations and provides critical management of life safety and police communication for the University.

Essential Functions 

Provide leadership and supervision to Public Safety Dispatchers on the day, evening and midnight shifts. Recruit, interview and hire employees while providing disciplinary action as needed. Rate employee’s performance and recommend areas for individual training and development. Develop and administer a comprehensive training program/schedule for dispatchers on all Communications Center systems; emergency policies and procedures; thorough knowledge of campus footprint and public safety systems; and customer service appropriate for a college campus and working with students.
Conduct quality control for Communications Center operations. Complete After Action Reviews (AARs) as needed after emergencies, fire alarms, complaints. Revise operations or training as needed. Work at the communications center console when there is a shortage of coverage. Revise and update the Communications Center Training Manual on an ongoing basis and incorporate any changes needed after AARs. Schedule and conduct Public Safety staff training sessions. Provide training on report management software for Department of Public Safety.
Ensure dispatchers have a working knowledge of Clery and Clery Compliance requirements especially their role in monitoring Baltimore City Police Department activity and sending emergency notifications. Maintain Records Management System Software. Save copies of all reports in designated daily folders on departmental network drive by 10am on the following business day. Provide monthly and annual reports. Keep organized and orderly office space.
Performs all other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Education Required

Associate’s degree

Education Preferred
Bachelor’s degree

Work Experience
3 – 5 years 

Describe Required Experience
At least three years experience with police reports and/or law enforcement.

Work Experience
3 – 5 years 

Describe Required Experience
At least three years experience with police reports and/or law enforcement.

Required Knowledge, Skills and Abilities
Knowledgeable of emergency notification systems and Clery reporting requirements. Familiar with higher education setting. Demonstrates a proficiency in Microsoft software and skilled typing ability. Maintains an available work schedule for unanticipated assignments at various hours of the day and week. Flexibility and ability to work evenings and weekends and required. Ability to maintain confidentiality. Must be able to successfully complete driver’s clearance process. Ability to support the mission and values of a Catholic Jesuit education, as well as University goals for institutional diversity.  

Physical/Environmental Demands
Specific physical requirements or environmental exposures. 

Physical/Environmental Example
Exposure to loud sounds such as fire/burglar alarms, concerts, large indoor and outdoor events and stadium settings.

Compensation Range

$34.13 – $42.67