Public Safety Communications Manager

The City of Redmond is a thriving, culturally diverse community, and home to over 80,000 residents. Redmond is the hub of an array of commerce and industry ranging from technology, aerospace, and gaming to biomedical and innovation start-ups.

The Public Safety Communications Manager is responsible for the overall leadership, strategic direction, and efficient daily operation of the Redmond Police Department’s Emergency Communications Center (ECC). This role oversees 911 call-taking, dispatch operations, personnel management, compliance, and technology integration. The Manager ensures a high standard of emergency communications service to the community, while supporting interagency collaboration and maintaining compliance with local, state, and federal standards including FCC, CJIS, and Washington State 911 Office requirements.

Leadership & Operations

• Manage day-to-day operations of the Emergency Communications Center (ECC), including dispatch and 911 call-taking.
• Supervise and support communications staff, including hiring, scheduling, coaching, evaluations, and corrective actions in accordance with civil service and labor agreements.
• Provide leadership grounded in accountability, team development, and equity.
• Serve as the on-call ECC manager for after-hours emergencies or operational disruptions.
• Ensure adequate and functional backup arrangements.

Policy, Compliance & Risk Management

• Develop, maintain, and enforce policies, procedures, and SOPs aligned with best practices (APCO, NENA, CALEA, CJIS).
• Monitor and incorporate changes to laws and standards impacting emergency communications.
• Manage quality assurance systems, call reviews, and public/customer feedback processes.
• Ensure secure management of confidential and sensitive data, consistent with applicable RCWs.

Technology & Systems

• Collaborate with IT staff, vendors, and partner agencies to ensure effective system integration, cybersecurity, and resilience.
• Lead equipment procurement, contract negotiations, and technology lifecycle planning.

Training & Staff Development

• Design, evaluate and manage a comprehensive training and certification program for dispatchers, call-takers, and CTOs.
• Ensure center maintains state certification requirements.
• Monitor trainee progress, performance outcomes, and field training evaluations.

Interagency Collaboration & Incident Support

• Represent the department in regional and statewide public safety communications groups and mutual aid committees.
• Maintain and build operational partnerships with allied agencies and ECCs throughout King County and the region.
• Coordinate multi-agency communications during large-scale events or emergencies; support ICS/NIMS operations as needed.

• Advanced knowledge of ECC operations, including CAD, NG911, radio systems, telecommunications, and dispatch protocols.
• Strong working knowledge of applicable local, state, and federal laws and regulations (e.g., CJIS, FCC, Washington State 911 Office, RCW 42.56).
• Proficiency in labor and personnel management, including performance management, coaching, and civil service compliance.
• Familiarity with emergency management frameworks, mutual aid coordination, and public safety planning.
• Experience managing technology procurement, system implementation, and vendor relationships.
• Budget development, grant application, and operational forecasting skills.
• Lead diverse teams using modern leadership principles, including strategic planning, performance management, coaching, and change management.
• Develop and maintain local and regional relationships that support the mission of the ECC and the Police Department.
• Make critical decisions under pressure and respond effectively to high-stress situations.
• Design, implement, and evaluate training and development programs aligned with operational goals.
• Interpret and apply complex regulations and legal mandates to real-time operations and long-term planning.
• Represent the ECC and department professionally in interagency and community settings.
• Communicate effectively both orally and in writing with internal staff, leadership, vendors, and external partners.
• Promote diversity, equity, and inclusion through leadership practices and team development.

Education and Experience:

• Five years experience in a primary Public Safety Answering Point (PSAP);
• Two or more years of supervisory/managerial experience within a PSAP, with demonstrated progressively responsible leadership experience;
• High school diploma or equivalent; college level courses or relevant industry certifications equivalent to an AA degree is preferred
• Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities

Licenses and certificates:

• Certification in National Incident Management Systems (NIMS) courses 100, 200, 300, 400, 700 and 800 (or obtain within the first 12 months of hire)
• Washington State ACCESS certification required (or ability to obtain within six months of hire)
• Washington State driver’s license may be required (or ability to obtain within six months of hire)
• Association of Public-Safety Communications Officials (APCO) and/or National Emergency Number Association (NENA) memberships

Other

This class description describes the general nature of the work performed, representative duties as well as the typical qualifications needed for acceptable performance. It is not intended to be a complete list of all responsibilities, duties, and skills required of the job.

Please review the Public Safety Communications Manager job description for more information about the knowledge, skills, abilities, working conditions, and physical requirements.

Our employees earn competitive wages and enjoy an exceptional benefits package that includes:

• MEDICAL INSURANCE - Choice of two plans for employees and their eligible dependents: Premera or Kaiser Permanente. All employee healthcare premiums paid for by the City of Redmond.
• PRESCRIPTION DRUG INSURANCE - Included with each medical plan
• DENTAL INSURANCE - For employees and their eligible dependents
• VISION INSURANCE - For employees and their eligible dependents
• OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance
• FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses
• PAID VACATION & HOLIDAYS – with (13) paid holidays per year
• EMPLOYEE ASSISTANCE PROGRAM (EAP)
• RETIREMENT PLANS - Department of Retirement Systems (DRS) plus additional options that include: Municipal Employees Benefit Trust (Social Security replacement plan) and MetLife 457 Plan
• Annual COLA adjustments
• Annual merit increases of up to 5%

To learn about benefits at the City of Redmond, please visit C2MB (ajg.com)