The Charlotte-Mecklenburg Police Department is a highly respected law enforcement agency, both in our community and nationally. Our progressive department provides exciting opportunities for law enforcement professionals to develop partnerships with our citizens in order to prevent the next crime, and to enhance the quality of life within our community always treating people with fairness and respect. The department employs nearly 2,000 sworn officers and over 500 civilians serving a jurisdiction with close to 1 million people. Our employees are men and women from diverse backgrounds interested in meeting the needs of and serving an equally diverse community. The men and women of the CMPD are committed to providing the very best service possible and maintaining the high level of confidence this community has in us.
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
The Police Communications Manager is responsible for managing personnel, programs, and communications services provided to police, fire and other City personnel; coordinating activities with other City departments and other Local and State Public Safety Communications agencies as necessary; and to provide responsible administrative support to the Police Major for the Administrative Services Bureau.
Major Duties and Responsibilities
- Oversee, manage and monitor daily operations of the Communications Center through subordinate supervisors while reporting directly to the Police Major.
- Provide oversight and supervision of the Charlotte-Mecklenburg Police Department Communication Center, a 24/7 911 operation center.
- Oversees the quality assurance unit that reviews calls for compliance with protocols and service standards, provides constructive feedback on call evaluations, prepares summary statistical reports on compliance, reviews, redacts, and disseminates audio and computer-aided dispatch records per requests.
- Interpret state and city laws and regulations affecting department operations.
- Apply principles, practices, and methods of human resource management, budgeting, program planning, and administration when providing oversight of operations.
- Develops, recommends, and implements operating policies, practices, and work standards.
- Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; assess and monitor workload, administrative and support systems, and internal reporting relationships; identify opportunities for improvement and review with the Assistant Police Chief; implement improvements.
- Assist in the selection of Communications Division personnel; train, motivate and evaluate personnel; coordinate staff training; work with employees to correct deficiencies; implement and recommend appropriate discipline and termination procedures.
- Coordinate and review the work plan for the Communications Division; meet with staff to identify and resolve problems; assign work activities, projects, and programs; monitor workflow; review and evaluate work products, methods, and procedures.
- Coordinate the development and administration of the Communications Division annual budget; direct the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments as necessary.
- Serves as the liaison between the Communications Division and other local public safety communications divisions.
- Prepare and present staff reports and other necessary correspondence.
- Monitor the condition and inventories of the division's communication equipment and supplies; coordinate leasing, purchasing, and service and repair contracts; provide recommendations.
- Conduct a variety of research, studies, and investigations; develop and recommend modifications to communications and telecommunications programs, policies, and procedures as appropriate.
- Coordinate and provide communication system training for public safety personnel and the public.
- Will be required to work during emergency and disaster events.
- Perform other duties of a similar nature and level as assigned.
- Conduct and assist with investigations related to internal public safety.
- Perform related duties and responsibilities as required.
Knowledge, Skills & Abilities
- Project management principles, practices, techniques, and tools.
- Customer service standards and procedures.
- Knowledge and understanding of adult learning principles and styles, and of a wide range of training methods, techniques, and formats.
- Organizational and curriculum development principles and processes, methods, and techniques.
- Computerized information systems used in human resources applications, including Learning Management Systems.
- Microsoft Office including Visio.
- Web-based training programs and familiarity with web tools and course authoring software.
- Supervisory principles, practices, and techniques.
- Practices and methods of coaching and leading the work of others.
- Principles and practices of training and development program administration
- Basic budget administration
- Business math concepts
- Principles and techniques of effective oral presentations
- Standard practices, methods and materials of assigned work.
- Occupational hazards and applicable safety principles and practices
- Applicable federal, state and local laws, codes, regulations (based on assignment).
- Specialized equipment relevant to area of assignment.
- Modern office technology.
- Supervising and evaluating staff performance.
- Training and coaching staff.
- Providing direction to others in order to meet standards.
- Supervising and evaluating staff performance.
- Administering and coordinating training programs, processes and projects.
- Developing and applying work standards, policies and procedures.
- Composing and maintaining original documents including reports, presentations, and correspondence.
- Performing research, compiling and assembling data.
- Organizing tasks, meeting deadlines and prioritizing competing demands.
- Overseeing and organizing and maintaining records and files.
- Providing attention to detail in assignments.
- Overseeing the maintenance of training and development programs, processes, documentation, data and schedules.
- Interpreting and applying applicable laws, codes, regulations, and standards (based on assignment).
- Providing customer service.
- Utilizing a computer and relevant software applications.
- Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.
- Represent the organization in a professional manner, building respect, and confidence.
- Communicate effectively, both orally and in writing.
- Establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with coworkers at all levels.
- Deliver learning solutions on time and within budget following best practice project management process, including implementing short and long-range goals.
- Design, develop, implement, and evaluate training plans, curricula, and methodology.
- Gather and analyze statistical data and generate reports.
- Interpret and assess training and development needs and to develop appropriate and creative, flexible responses.
- Create learning paths and translate into a learning management system.
- Maintain confidentiality.
- Receives administrative direction from the Police Major.
- Exercises general supervision over lower level supervisory, para-professional and administrative staff.
- Successful candidates will be subject to random alcohol and controlled substances testing.
- This position is subject to preemployment polygraph testing.
Computer and other standard office equipment
Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time.
Maintain effective audio-visual discrimination and perception needed for:
- Making observations
- Communicating with others
- Reading and writing
- Operating assigned equipment
Maintain mental capacity which allows the capability of:
- Writing, reading and comprehending
- Communicating orally
- Making sound decisions and using good judgment
- Administering and developing complex budgets
- Developing and researching a variety of technical information
- Demonstrating intellectual capabilities
Effectively handle a work environment and conditions which involve:
- Working closely with others
- Irregular work hours
- Exposure to computer screens
Maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following:
- Sitting for extended periods of time
- Operating assigned equipment
Standard office or indoor environment
ADA and other requirements:
Positions in this class typically require: grasping, talking, hearing, seeing, and repetitive motions.
Exerting up to 10
pounds of force occasionally and/or a negligible amount of force frequently or
constantly to lift, carry, push, pull or otherwise move objects including the
human body. Sedentary work involves sitting most of the time. Jobs are
sedentary if walking and standing are required only occasionally and all other
sedentary criteria are met.
Work is routinely performed in an indoor, office environment. May be required to be on-call and/or work outside of normal business hours.
Certification in one or more of the following: Association
of Public Safety Communication Officials (APCO) Certified Public Safety
Executive (CPE), APCO Registered Public Safety Leader (RPL), National Emergency
Number Association (NENA) Center Manager Certification Program (CMCP), NENA
Emergency Number Professional (ENP), or other equivalent certification in
public safety communications leadership.
Proven expertise in the application of lawful mandates and
local, regional, state, and federal rules and regulations that govern 9-1-1 public
safety communications services;
North Carolina Emergency Telecommunicator and/or General Instructor Certificate
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Six years of increasingly responsible experience in management with three years of public safety dispatch center or related field preferred.
Equivalent to a Bachelor's degree from an accredited college or university with major course work in business management, communications or another related field.
Per General Statute – "A conviction of a crime or
unlawful act defined as a Class B misdemeanor renders an applicant or certified
DCIN user ineligible to become certified as a DCIN user when such conviction is
within 10 years of the application date of request for DCIN certification. A
conviction of a felony or two or more Class B misdemeanors regardless of the
date of conviction renders an applicant or certified DCIN user permanently
ineligible to hold such certification.
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
If you have technical issues submitting your application, click here.