Communications Center Manager

Overview

The Department of Public Safety (DPS) is the primary department charged with creating a safe and secure environment at Princeton University. DPS operates 24 hours a day, 365 days a year, and is comprised of 159 staff members. The department consists of professional University police, security officers, dispatchers, fire marshals, and administrators dedicated to providing best-in-class service to the community. DPS has earned CALEA accreditation and NJLEAC accreditation, reflecting ongoing compliance with national and state standards.

DPS serves as a primary Public Safety Answering Point (PSAP) for 911 calls, routing them to police, fire, or EMS, with responsibilities including call reception, information gathering, and dispatching first responders. DPS handles thousands of emergency and non-emergency calls annually, manages campus radio transmissions, and operates multiple access control and alarm systems. To read the Princeton University Annual Security and Fire Safety Report, .

Position Overview

Reporting to the Director of Operations, the Communications Center Manager (CCM) serves a vital role in managing Princeton University’s Public Safety Answering Point (PSAP) and central monitoring station. The CCM coordinates and directs the operations of the Department of Public Safety (DPS) Communications Center. The CCM manages 14 dispatch personnel, including an assistant communications center manager, 2 lead dispatchers, and 11 dispatchers.

The CCM oversees scheduling, promotions, hiring and participates in disciplinary actions; performing all aspects of performance management for supervisory team, including motivation, direction, assignments, accountability, evaluation, and professional development; oversees recruitment, application screening and interview process for new dispatch employees; develops and implements training for new and existing dispatch employees; responds to concerns or complaints regarding dispatch communications service delivery;

sets expectations of quality service and customer satisfaction then follows through with proactive performance management, training programs, team building and application of available technology and industry practices; interacts with external campus stakeholders regarding issues affecting DPS operation, providing input and direction.

The CCM is tasked with building top-notch services through creating a positive work environment and instilling excellence for all team members regarding their job performance, with a focus on organizing and directing the day-to-day activities of the Communications Center. The CCM must have a vision for the future of a 911 emergency center and for guiding and directing the team to achieve goals and objectives established by the department.

The CCM understands that successful performance in critical public safety functions is a measurement of whether the correct actions are taken, not just the avoidance of a negative outcome; and recognizes that members of the Princeton University campus (students, faculty, staff, scholars, alumni and visitors) are our customers, and all DPS staff should strive to provide service that exceeds expectations.

The Communications Center is responsible for all inbound and outbound public safety communications, including the RAVE system, which could go out to the entire campus community at any time, day or night. The Communication Center also actively monitors alarms and critical system signals and interfaces with local, state, regional, and federal systems. Dispatchers are often the first professionals to engage with community members requiring emergency services and routine requests for service or information.

The CCM will oversee and coordinate ongoing training programs to ensure the excellence of the communication functions. The CCM is the point of contact and subject matter expert for several regional systems hosted by the University and for local fire and EMS dispatch systems.

The CCM must be able to consider emerging trends in public safety and emergency communications, including NG911, land mobile radio regulations, FCC and NJ OETS rules, and other 9-1-1 technology advances. The…