Princeton University · 1 day ago
Communications Center Manager
Princeton, NJ
Full-time
Onsite
Senior Level, Lead/Staff
$108K/yr - $124K/yr
10+ years expPrinceton University is seeking a Communications Center Manager to oversee its Public Safety Answering Point and central monitoring station. The role involves managing dispatch personnel, ensuring effective communication during emergencies, and developing training programs to enhance service delivery.
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Responsibilities
Serves as the liaison between the Communications Center and incident command during emergencies
Responsible 24/7 to respond to emergencies and DPS Command notifications
Manages the Communications back-up site located at Green Hall
Attend the following meetings: Core Team meeting (weekly), Communications Center/ Communication Center plus IT Touch Base (weekly), Command Staff and Supervisors Meetings (monthly), Additional meetings as needed and/or instructed by the Director of Operations, Monthly Lead Dispatcher Touch Base, Bi-monthly meetings with Site Protection management, Monthly Labor Management Committee meetings (member)
Manages the Assistant Communications Center Manager
Schedules and assigns personnel; maintains adequate staffing levels considering such factors as time off, incident rates, overtime, and other special requirements
Performs training needs analysis and ensures all dispatch training programs support Departmental goals and objectives
Ensures prompt and courteous delivery of services to faculty, staff, students, and visitors, keeping in mind the DPS Community Caretaking philosophy
Conduct performance evaluations of lead dispatchers and dispatchers
Participates in candidate selection processes, including updating position descriptions and recommending candidates for selection
Provides practical and creative approaches to address challenges and develop opportunities for dispatchers
Liaises with Patrol and Cultural Property supervisors to ensure coordination of call-taking and dispatching
In conjunction with the Director of Operations, create a shared vision/goal and work in a continuous improvement framework
Promotes and maintains responsive community relations on/off campus
Builds partnerships on/off campus to secure resources that benefit DPS objectives
Implements Clear Communication Standards. Establishes protocols for tone, empathy, and professionalism when interacting with callers
Provides Ongoing Training. Regularly trains dispatchers on customer service skills, stress management, and updated emergency procedures
Monitors Call Quality. Reviews recorded calls to ensure dispatchers are courteous, accurate, and responsive
Offers Real-Time Coaching, Steps in during live calls when necessary to guide dispatchers through challenging interactions
Sets Performance Metrics. Defines measurable goals for response times, caller satisfaction, and accuracy of information
Conducts Regular Feedback Sessions. Gives constructive feedback based on call reviews and encourages continuous improvement
Promotes Empathy and Patience. Reinforces the importance of staying calm and compassionate, especially with distressed callers
Ensures Adequate Staffing. Maintains proper shift coverage to prevent burnout and rushed interactions that harm service quality
Creates a Positive Work Environment. Supports dispatcher well-being to reduce stress, which directly impacts customer service
Handles Complaints Professionally. Investigates public complaints promptly and use them as learning opportunities for the team
Supervises, trains, audits, and evaluates employees in the performance of dispatching, call-taking, and reception area intake
Develops, schedules, tracks, and administers training, including job skill certifications, continuing education, and professional development
Ensures all staff licenses and certifications are obtained and kept up to date
Reviews existing policies and makes recommendations to improve operational procedures and schedules to improve efficiency and effectiveness of the Communications Center
Develops guidelines, checklists, and policies and procedures for specific incidents, including emergency medical calls and crimes in progress, meeting national accreditation standards
Develops, updates, and implements policies and procedures to ensure efficient and responsive Center operations
Prepares and interprets (weekly, monthly, annual reports) required by local, state, and federal laws/regulations and University policies
Determine who will serve as the Criminal Justice Information System Terminal Agency Coordinator (TAC) and assistant TAC officers
Coordinate TAC training as needed
Manages data quality management initiatives
Ensures all reports, logs, geographic codes, and protocols submitted by communications personnel are complete, timely, and accurate
Maintains confidential audio and video records
Supplies recordings of audio and video as requested for review and/or evidence
Maintains all licenses and certifications of dispatchers as appropriate
Oversees management of property and records associated with Lost and Found articles turned over to the Department; ensures proper disposal of unclaimed items, including evaluating and recommending methods to streamline and automate the associated processes
Serves as the backup to the Infrastructure Operations Manager (IOM) in managing the 15 Federal Communications Commission licenses required for the 38 frequencies and 4 conventional analog repeaters in use at the University, as well as the 7 regional Public Safety Interoperability linked channels
Oversees and maintains the Computer Aided Dispatch (CAD) and Incident Report Management Software systems
Stays abreast of current technology as it may pertain to the Communications Center
Ensures dissemination of information and integrity of the systems
Regularly reviews technology, ensuring DPS remains on the cutting edge of industry trends and standards relating to public safety dispatching, security technology, including alarm monitoring/programming, CCTV (both analog and IP), emergency phones, and computerized applications
Ensures working order of the Department’s Communications Center equipment, including radios, pagers, computers, projectors, display monitors, emergency and non-emergency telephones, keys, forms, and supplies
Works with Technical Support staff to schedule and prioritize all system installations and service work
Interfaces with Facilities, OIT, and outside contractors to coordinate system requirements, resources, and system delivery dates
Works with the Patrol Captain and Administrative Lieutenant to review all police log entries and reports filed in these systems to ensure accuracy and completeness for the information entered, implements any necessary changes, and provides additional training for patrol officers and dispatchers as necessary
Must ensure integrity and quality control of all data associated with CAD by direct management of and reviewing Uniform Crime Reports (UCR), requirements of the Clery Act, etc
Ensures the dispatchers' equipment, consoles, and the Communication Center layout are functional, ergonomic, and state-of-the-art
Plans, implements, trains, and manages new applications that support core values (e.g. Rapid SOS and IMC paging)
Conducts camera audits to ensure security and functionality
Partners with Site Protection to ensure the acceptance process of new FA (fire alarm) points, CCURE points, and cameras supports departmental core values
Provides CAD system support and training for Cultural Property staff
Serves as the DPS point person for nomenclature issues and implementation for CCURE and TSW systems
Maintains KeyTrack, the campus door key management system
Collaborates with the Infrastructure Operations Manager to ensure proper functioning and regular testing of various campus safety and security systems within the Communications Center Requires full integration into the Communications Center for the purpose of monitoring them, processing their signals, and dispatching appropriate resources that are needed Campus fire alarm system Emergency communications system Blue light towers and blue light phones Campus access control system (CACS) Campus video management system (CVMS) The student room access system (SALTO), the Princeton telephone emergency notification system (TigerAlert), the 9-1-1 call number/location ‘pop-up’ alerting system, and the campus-wide digital trunked radio system Ensures interoperability of systems used inside of the Communication Center
Participates in the preparation of the annual budget for equipment, supplies, and personnel for the Communications Center needs. Implements approved expenditures and personnel for the Communication Center
Manages Paid Time Off (PTO), including vacation, sick, personal holiday, and overtime schedules
Evaluates overtime expenditures
Perform additional duties as assigned by the Director of Operations
Qualification
Required
A minimum of a bachelor's degree from an accredited institution of higher education. Work experience (minimum of 10 years with at least five years at the supervisory level in a Communications Center) may be substituted for the degree requirements
Exemplary communication skills, including the ability to work effectively with a wide range of constituencies in a diverse community
Ability to perform all duties of a dispatcher
Emergency Medical Dispatch Certified (EMD) and certified in either Association of Public Communications Officials (APCO) or National Emergency Communications Institute (NECI)
Knowledge of principles of leadership and management, project management, and training and development
Knowledge of operation of modern and complex public safety communications systems and equipment, including but not limited to Computer Aided dispatch (CAD) programs and related emergency systems
Knowledge of Federal Communication Commission (FCC) procedures, rules, and regulations governing dispatch communications systems operations
Knowledge of emergency services systems, including call taking, emergency medical dispatch, and police dispatching. Knowledge of emergency management planning, including Incident Command and National Incident Management System (NIMS)
Knowledge of relevant rules, regulations, and statutes of the Federal Communications commission as well as pertinent State, local, and University laws, codes, and regulations
Knowledge of basic principles of human resource management; techniques of personnel supervision, local, state, and/or federal labor practices. And training
Knowledge of principles and practices of office management, budget preparation, and administration
Ability to work with considerable independent judgment, analysis, and evaluation
Ability to use initiative in coping with unusual situations and circumstances to resolve them
Ability to work variable shifts, be flexible in hours of attendance including nights, weekends and holidays
Ability to respond at any time during as emergency response to critical incidents involving the Center or its staff
Ability to exercise calm, professional behavior when exposed to stressful situations while maintaining a high level of efficiency
Ability to make critical decisions that will affect campus wide response and reaction
Ability to plan, organize, supervise, train and evaluate the activities of the Communication Center and staff
Ability to maintain work effectiveness with frequent changes in workload and priority of assignment
Ability to establish and maintain effective working relations with a variety of individuals and groups on and off campus
Ability to interpret and explain Communications center policies and procedures
Ability to research, analyze, and evaluate new equipment, program techniques and methods and procedures
Ability to repeatedly present information to customers; using good interpersonal relations by helping the people to feel valued, appreciated and meet or exceed the customer's needs
Ability to effectively handle multiple, differing tasks simultaneously; in multiple pieces of technology and software applications
Ability to maintain confidential records and communications including the safety and security of all audio and video recorded data
Ability to remain seated for extended periods of time at a console
Requires strong visual skills, must see well enough to read standard text and data on a computer screen or other monitors
Ability to hear telephone conversations over a telephone or radio
Requires strong communication skills. Ability to communicate clearly and enunciate words over a telephone or radio during stressful emergencies
Benefits
Comprehensive benefit program
Company
Princeton University
Princeton University is a private Ivy League university that offers a variety of master’s degrees and Ph. D.s.
5001-10000 employees
H1B Sponsorship
Princeton University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (301)
2024 (220)
2023 (218)
2022 (172)
2021 (207)
2020 (193)
Funding
Current Stage
Late StageTotal Funding
$11.44MKey Investors
US Department of EnergyAlfred P. Sloan FoundationNational Institute of Allergy and Infectious Diseases
2024-06-06Grant· $2M
2023-08-14Grant
2022-02-15Grant· $5.5M
Leadership Team
Amy Robinson Sterling
Executive Director, Eyewire
Anne-Marie Maman
Founding Director - Princeton Entrepreneurship Council
Recent News
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