Public Safety Communications Center Supervisor

Rochester, NY


General Purpose:

Responsible for the management of the Public Safety Communications Center, a 24 hours per day, seven days per week, year-round operation providing critical and non-critical communication between University Public Safety and the entire University community. Reporting directly to the Major in charge of Patrol Operations, directly oversees the efforts of supervisors in, organizing, planning, scheduling, coordinating, and evaluating the work and activities of civilian personnel. Engaged in the preparation, processing, maintenance and retrieval of law enforcement records and public safety dispatch services for the University of Rochester Public Safety. Prepares and presents internal management reports and statutory reports; and performs related duties as assigned. Develops, directs, and manages all internal controls. Develops and executes department procedures, policies, and production metrics to drive service level improvements.

Responsibilities to include, but are not limited to:

  • Directs all aspects of, and maintains responsibility for the Public Safety Communications Center; directs the activities of assigned staff in the receipt, acknowledgement and dispatch of service calls, and ensures that the provided services meet expectations; shares and communicates information and goals to staff, peers, and senior management; works within a team framework to problem solve; meets regularly with and provides staff with insight of University goals and mission as they emerge. Interviews, hires, ensures proper training of employees; plans, assigns, and directs work; addresses complaints and resolves problems.

  • Directs required department internal controls and audit activities according to guidelines and procedures. Develops and analyzes control reports to identify and investigate significant operational deviations. Prepares and implements department operational procedures. Develops recommendations to improve Communications' operations and efficiency and coordinates activities with other divisions, departments, and agencies. Conducts performance evaluations of assigned staff; establishes performance requirements and personal development targets for assigned staff; regularly monitors performance and provides coaching for performance improvement and development.

  • Oversees, plans, assesses and takes action to improve operations, including development and communication of goals, analyzing data and preparing management reports on productivity of the department and staff. Manages technology and other tools for the efficient and effective operations of the Communications Center.

  • Works with senior management and other stakeholders related to emergency procedures and reporting. Oversees the annual emergency scenario and its associated internal controls, after-hour call-ins and emergency communications. Ensures emergency preparedness of Communications Center and implements procedures and equipment to efficiently manage off-site operations.

  • Develops communication procedures; communicates regularly and effectively with customers, department heads and other stakeholders to ensure effective partnerships, service levels and operations. Coordinate mutual aid requests with outside agencies for fire and medical operations.

  • Ensures safe and secure environment in accordance with University and departmental guidelines; ensures that all employees are trained to use University equipment properly and safely; manages job hazard assessments. Serves on and participates in various University committees; participates in related professional organizations. Manages special projects as assigned including but not limited to reassignment to any task that meets the needs of the University, department, or customers as required.

Other Duties as Assigned


  • High School degree or GED required.

  • Bachelor’s degree in business administration, public administration, emergency management or a directly related field from an accredited institution preferred.

  • 10 years of increasingly responsible dispatching of emergency public safety services, and trainer or lead with supervisory experience; or an equivalent combination of training and experience required.

  • Extensive knowledge of dispatching of emergency public safety services, and trainer or lead with supervisory experience; or an equivalent combination of training and experience. Previous fire department or medical dispatching experience is highly desirable. Expertise with CAD Records Management software required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 053 Department of Public Safety
Schedule: 8 AM-4:30 PM