Communication Control Center Supervisor
This position has primary responsibility for supervising the staff and the day-to-day operations of Brown University’s Communication Control Center, a critical 24/7/365 facility that receives all emergency and non-emergency calls for service on the Brown campus. The incumbent supervises communication control officers assigned to all shifts, manages daily communications logs, manages the flow of information into the center and maintenance of that information, ensures compliance with departmental orders, policies and standards, and serves as liaison to various campus departments supported by the Communication Control Center. The Supervisor also acts as the coordinator for the facility, monitors and addresses environmental issues, and recommends improvements to enhance functionality and well-being of staff.
Major Responsibility: Supervise staff in the Communication Control Center. (40%)
• Ensure that staff comply with departmental orders, policies, and standards, and adhere to best practices to ensure officer safety.
• Contribute to the development of communication center, field training and in-service programs and evaluation standards.
• Ensure that certifications are renewed as needed.
• Prepare probationary and annual appraisals for 12 CCOs (dispatchers) assigned to first, second, and third shifts and provide input for appraisals of Public Safety Officers working in the Center.
• Track and document performance issues.
• Manage disciplinary issues as needed.
• Conduct one-on-one meetings with staff members on a regular basis. Flex schedule as needed to accommodate these meetings and to be available to staff on different shifts
Major Responsibility: Manage daily logs for all shifts and conduct quality assurance reviews for each shift. (25%)
• Review each daily log for adherence to policy, accuracy and completeness, noting any deficiencies or omissions.
• Review incoming emergency and non-emergency calls and radio traffic for each officer.
• Follow through with employees and/or supervisors to discuss problems with logs and issues in communications and/or patrol.
• Communicate critical errors to employees immediately.
• Recognize exceptional operational achievements and challenges.
• Identify the need for reinforcement and remedial or additional training, as appropriate;
Major Responsibility: Manage flow of information in the Communication Control Center (15%)
• Supervise officers assigned to lead positions.
• Oversee management of information from DPS headquarters and campus partners to the Center and ensure that information is well-organized and readily accessible.
• Ensure that alarm contacts and other critical information for all campus buildings is up-to-date.
• Ensure that GitBook is maintained and up-to-date at all times.
• Create and update Standard Operational Procedures as needed.
Major Responsibility: Serve as space and equipment coordinator for the Center as well as the back-up Emergency Operations Center (10%)
• Submit work orders to Facilities Management and outside vendors as needed to carry out maintenance, repairs, and regular deep cleaning.
• Serve as liaison to OIT for maintenance, upgrades, and replacement of technology-related equipment.
Major Responsibility: Perform back-up dispatcher responsibilities as needed (10%)
• Operate base station radio system in accordance with proper radio procedure and FCC regulations.
• Initiate CAD system input
• Monitor and receive security and fire alarms
• Proficiency in the use of CCTV cameras to assist Comm Center personnel and the Investigations Unit when needed.
• Determine the significance of a communication and initiate actions as appropriate.
• Monitor Providence Police and Fire Department radio frequencies and rebroadcast relevant information to Brown officers.
• Minimum three years’ experience in a communication control center (municipal campus-based, or private)
• Minimum two years’ supervisory experience required.
• Experience with IMC preferred.
• Job Competencies
• Indicate the essential job competencies. Competencies are required knowledge, skills and abilities necessary to perform the job successfully.
• Incumbent must have the ability to exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to establish, maintain and foster positive and harmonious working relationships with those contacted in the course of work.
• Must possess a willingness and ability to support a diverse and inclusive environment.
• Must possess a willingness to embrace changing standards and to learn new processes and technologies.
• Must be able to guard confidentiality of information, systems, technology, and personnel issues.
• Ability to handle a variety of human resources issues with tact and diplomacy and in a confidential manner.
• The incumbent must pass a comprehensive criminal background investigation to include a local, state and federal criminal history check.
All offers of employment are contingent upon consent to criminal background screening check and education verification with results satisfactory to Brown.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, race, protected veteran status, disability, or any other legally protected status.
In order to achieve near-universal vaccination, all newly hired staff at Brown University must receive the final dose of the COVID-19 vaccine before they begin work, unless they are approved for a medical or religious exemption. For more information, please visit University Human Resources.
• Required: Associate’s degree in Criminal Justice or related field, or equivalent combination of education and experience.
75 Charlesfield Street
Providence, RI 02912
To apply, please visit careers.brown.edu and search for REQ174949
Application deadline: Friday, December 10, 2021