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Director of Consolidated Dispatch Center

Organization: Dorchester County
Date Posted: 7/10/2020
Country: United States
Primary Category: Emergency Services
Type of Position: Full-Time
Education Requirement: Bachelor's
Experience Requirement: 5-10 years

Description & Details


The purpose of the class is to provide overall supervision to all consolidated dispatch center shifts. To ensure effective operation of the 9-1-1 center and ensure that all public safety agencies and first responder agencies are properly supported with all aspects of 9-1-1 communications needs and requirements related to call taking and dispatching. This position reports to the Deputy Administrator for Public Safety and is responsive to the Consolidated Dispatch Center Advisory Board.



  • Plans, organizes and directs all activities of the Consolidated Dispatch Department with emphasis on creating, evaluating and implementing standard operating procedures and operational plans to enhance the 9-1-1 center for Dorchester County.
  • Develops call answering and dispatching protocols in coordination with supervisor, staff, and agencies served.
  • Supervises assigned staff.  Supervisory duties include training, instructing, assigning, reviewing and planning work of others; maintaining standards; coordinating activities; allocating personnel; selecting new employees; acting on employee problems; creating, reviewing and approving employee performance documentation; recommending and approving discipline; and recommending discharge as appropriate.
  • Oversees the development and administration of the department budget; ensures effective and efficient use of budgeted funds, personnel, materials, facilities and time.
  • Determines, develops and implements goals and objectives for staff.
  • Works closely with the HR Director on 9-1-1 center policies and procedures, recommendations, and/or changes.
  • Works with the IT staff to establish policies and procedures for ensure continuity of operations.
  • Identifies and corrects operational deficiencies.
  • Provides guidance to the Deputy Director, Training Officer, Shift Supervisors, Floor Supervisors, and other operations employees as needed during day-to-day operations and major public safety incidents.
  • Monitors operational performance metrics and implements changes to control and assure quality of work performed by subordinates.
  • Receives and responds to inquiries, concerns, complaints and requests for assistance regarding areas of responsibility.
  • Responds to FOIA requests or reviews the responses prior to release.
  • Supervises the complaint investigation process.
  • Represents 9-1-1 center during an emergency operation center (EOC) activation; may serve as a member of the Unified Command.
  • Represents 9-1-1 at public meetings, gives presentations, and interfaces with agencies served by 9-1-1.
  • Assists in the preparation of statistical data analysis and compiles reports.
  • May be required to work 24-hour operations during an emergency.
  • Constantly operates office productivity machinery, including but not limited to computers, monitors, copiers and printers
  • Performs other related job duties as assigned.


Education and Experience:

  • Requires Bachelor’s degree in communications or a related field; some graduate studies preferred.
  • Requires a minimum of five (5) years in senior leadership experience in a Public Safety Answering Point (PSAP). Management experience in a consolidated dispatch center is preferred.
  • Completion of ICS 100, 200, 300, 400, 700, and 800 is required; must possess a sound understanding of NIMS/ICS operations.


Special Qualifications:

  • Must possess a valid Driver’s License.
  • Must possess Emergency 911, Emergency Medical Dispatch, Emergency Fire Dispatcher, Emergency Police Dispatch, NCIC, and CPR certifications.


Knowledge, Skills and Abilities:

  • Knowledge of Computer Aided Dispatch, GIS mapping, 911 and administrative phone system, voice and radio recorder network, NCIC network, reverse 911 network, radio communications network and various copy and network printing devices.
  • Skills in leading, operating or repairing complex machinery or equipment that requires extended training and experience, such as emergency telecommunications equipment; or in applying complex software or systems.
  • Skills in performing skilled work involving rules/systems with almost constant problem-solving.
  • Knowledge of and intensive understanding of a restricted field; or complete familiarity with the functions of a unit or small division of an operating agency.
  • Requires gathering, organizing, analyzing, examining or evaluating data or information.
  • Skills in using basic addition and subtraction, such as making change or measuring.
  • Skills in reading routine sentences, instructions, regulations, procedures or work orders; writing routine sentences; completing routine job forms and incident reports; and employing  routine sentences using proper grammar.
  • Ability to plan, design, implement and maintain the emergency communication computer and radio system.
  • Ability to gather, organize, analyze, examine or evaluate data or information; may prescribe action based on such data or information.
  • Ability to give information, guidance or assistance to people in order to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants.
  • Ability to perform duties requiring normal attention with short periods of concentration for accurate results or occasional exposure to unusual pressures.


Work is performed in an office setting. Work schedule may include evening, weekend, emergency call and call-back hours. Some travel may be required. May be subject to exposure to electrical hazards, CRT’s and VDT’s. In the event of an emergency evacuation or system outage, must be able to work in the field for emergency backup operations.

Dorchester County has the right to revise this job description at any time. This description does not represent in any way a contract of employment.

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