DISPATCH MANAGER (INTERNAL APPLICANTS ONLY) 2026-03034

The City of Fayetteville is committed to attracting, engaging and rewarding a multi-generational workforce. By offering a total rewards package including competitive compensation and benefits plans and a purposeful work life, the City is an employer of choice focused on serving our community.

Essential Job Duties

Safety/Security Sensitive Designation:
This is a safety/security sensitive position for purposes of the Arkansas Medical Marijuana Amendment.

1. Provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.
2. Perform supervisory responsibilities which may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. Carry out supervisory responsibilities in accordance with the City’s policies and applicable laws.
3. Plan and direct the 24/7/365 operations of an emergency communications center. Provide operational leadership to assure standards are met for productivity, efficiency, continuous quality improvement, customer satisfaction and teamwork.
4. Oversee the Central Dispatch Center training program to ensure training materials are current and in compliance with the Association of Public-Safety Communication Officials (APCO) minimum standards training program and other standards. Audit training records to ensure all dispatchers meet training requirements. Assist in the development of educational and training programs for dispatch personnel.
5. Serve as the Public Safety Answering Point (PSAP) Manager, act as the single 9-1-1 point of contact and carry all associated responsibilities. Act as the point of contact for the Arkansas 911 Board and ensure compliance with mandates being made through state statutes.
6. Manage the City’s simulcast radio system. Make recommendations which affect the communications system interoperability with our metro region.
7. Ensure dispatch policies and procedures are current with industry standards, and consistent with police and fire policies. Approve, revise, and edit Central Dispatch policies. Work closely with police personnel to make sure dispatch policies meet Commission on Accreditation for Law Enforcement Agencies (CALEA) requirements.
8. Coordinate with police, fire, and other city departments to make sure calls for service are handled in accordance with their policies and procedures. Coordinate with City Information Technology (IT) on hardware and software upgrades to reduce impact on services during these changes.
9. Assist the Deputy Chief in the dispatch and radio aspects of police department operations.
10. Develop and implement contingency plans to ensure continuity of service.
11. Participate in staff meetings, seminars, and in-service training. Attend meetings and training events to obtain/maintain recommended professional certifications through recognized professional organizations.
12. Compile various statistical reports for review and analysis. Review reports submitted by supervisors to ensure accuracy.
13. Serve as project manager on assigned projects for the police department. Write formal bids, requests for proposals, negotiate contracts and manage projects of large scope that impact multiple departments across the City, such as radio system procurement.
14. Prepare clear, concise written documents and deliver effective presentations.
15. Perform troubleshooting for emergency communication center equipment, systems and programs.
16. Review and approve purchase requests and p-card transactions; ensure purchasing polices are followed.
17. Prepare and manage the division’s budget and capital improvement projects. Supply necessary data to support requests for annual budgetary needs. Attend police department budget meetings.
18. Establish goals and performance measures and relay accomplishments of the dispatch center.
19. Represent the department professionally while attending meetings with the City Council, public, representatives of other agencies, departments and committees.
20. Maintain professional and diplomatic interactions with vendors, citizens, business owners, local public safety agencies, and outside representatives.
21. Seek out information about technological advances in public safety communications and their potential impact on operations.
22. Investigate complaints and take appropriate measures to resolve issues.
23. Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
24. Respond to difficult and sensitive situations and handle confidential matters.
25. Perform other duties as assigned.

Secondary Job Duties

• Secondary duties as assigned.

Minimum Qualifications

1. High school diploma or GED and five years of public safety telecommunications experience with a minimum of three years of management experience in an Emergency Communication Center setting.
2. Must be a United States citizen, not less than 18 years of age.
3. Valid Driver’s License.
4. Successfully pass criminal history background check.
5. Possess and maintain ACIC Basic and Advanced certification, and CJIS Certification.
6. Knowledge of current principles, techniques and objectives of public safety communication programs.
7. Knowledge of the principles of customer service and public relations in governmental settings.
8. Effectively communicate with others orally and in writing, often under complex conditions that require good judgement, diplomacy, and tact. Ability to give constructive feedback.
9. Ability to read and interpret technical manuals, periodicals and other information related to the public safety communications field.
10. Ability to exercise good judgement, decisiveness, and innovation in situations involving broader aspects of the organization.
11. Must have strong organizational skills and be detail oriented.
12. Ability to prepare a variety of analytical and statistical reports regarding operations and activities of the police department.
13. Possess project management skills to schedule, coordinate and manage various projects of varying degrees of difficulty, size and complexity.
14. Ability to perform duties effectively in a high stress environment which requires task switching.
15. React quickly, appropriately, and calmly in emergencies, adopting effective courses of action.
16. Must be proficient in the use of a computer and highly proficient in spreadsheet applications. Must be able to become proficient in the use of Data Analysis and Mapping and Decision Support applications. Must be able to effectively operate a multi-line telephone system and standard office equipment.
17. Must be proficient in the use of radio system equipment, computer aided dispatch system, mapping software, weather radio, Arkansas Crime Information Center Computer, 911 computer, recording systems, fire alarm panel, and Teletypewriter (TTY) using the 911 equipment and various software programs. Must have knowledge of the maintenance and set up of the Computer Aided Dispatch System software.
18. Maintain confidentiality of sensitive information.
19. This position requires the ability to speak clearly and be understood on radio systems and telephone systems, as well as understand what is being said by others on the same systems, to ensure safety.
20. Ability to effectively present information to top management, public groups and/or boards of directors.
21. While performing the functions of this job, the employee is regularly required to talk and hear. The employee regularly is required to stand, walk and sit; use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required to accomplish computer and office work.
22. While performing the functions of this job, the employee may occasionally be in an outdoor environment for tactical/special event assignments, training and tower checks. While performing the functions of this job, the employee is occasionally exposed to outside weather conditions and risk of electrical shock.

The City of Fayetteville is an equal employment opportunity employer.

Full Time, 40 or more hours per week, non uniformed employee. Eligible for all City benefits offered to full time non uniformed employees and all full time City accruals of paid leave.

Please click this link for more details on City employee benefits:

www.fayetteville-ar.gov/654/Employee-Benefits-Information