Salary : $79,000.21 - $118,500.32 Annually
Location : Rowlett, TX
Job Type: Full Time
Job Number:Department: Police Department
Division: Communications
Opening Date: 09/10/2026
Closing Date: 10/30/2026 11:59 PM Central
FLSA: Exempt
Description Hiring Range: $79,000.21 - $98,750.27 (Depending on qualifications)
Full Salary Range: $79,000.21 - $118,500.32
Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
Under general direction of the Assistant Police Chief of the Support Operations Bureau, manages, plans, directs and schedules the work of the Communications Center. Regulates compliance of Center staff to Department goals and policies/procedures; responsible for short- and long-term planning, budgeting, organization and staffing of the Center; oversees the Center training program; counsels subordinates on employee performance matters and recommends corrective action as appropriate. Responsible for monitoring the regulatory environment for changes that impact Communications, forecasting needs and implementing new technology, policies and procedures.
Essential Job Functions Supervises Communications Shift Supervisors and Officers, assigns duties, reviews reports, orders supplies and assigns shifts. Delegates duties to Communication Officers; schedules shift assignments and activities; ensures proper staff coverage in accordance with needs. Observes Officers in the performance of duties; provides feedback, guidance, and corrective action for Officers in the course of the work. Coordinates and maintains a procedural manual on computer systems for training purposes and responsible for overall training program. Responsible for establishing performance indicators and maintaining and improving the professionalism, efficiency and intra-department communication of the center as it relates to its support function.
Establishes long and short-range goals and objectives for Emergency Communications. Develop rules, regulations, policies, and procedures to govern operations of Communications Center. Works with members of administrative staff to formulate and implement policies. Monitors state and federal legislation regarding emergency management. Makes recommendations relative to emergency conditions not governed by established policies and regulations. Communicates and ensures compliance with all applicable general orders, special orders, standard operating procedures and policies; documents conflicts or noncompliance with orders and policies; contributes to the development of new general orders and policies.
Analyzes operational and service demands and develops plans and strategies for meeting those needs. Determines service level agreements between Emergency Communications and other entities. Confers with members of Police and Fire departments to determine mutual problems and overall responsibility. Analyzes managements needs for information retrieved, data quality control and expanded use of existing computing equipment and software. Prepares or directs preparation of administrative, routine, and special reports.
Provides necessary information to the Office of Police Chief for the design and implementation of new system applications and assists with budgetary matters relating to communications and information services as assigned. Evaluates current and future technical needs of the Police Department to include Phase II wireless, Voice Over IP, Next Generation 9-11, Computer Aided Dispatch, Records Management and all public safety software. Maintains overall responsibility of public safety software solutions utilized by the department. Makes recommendations for changes or enhancements to ensure that the Communications Center remains up to date with current technological abilities and implements changes. Experience/Knowledge of EsiNet, AI systems, GMRS. Trains support staff in the use of newly purchased equipment and software.
Responds to complaints/grievances from both internal and external customers regarding issues involving the Communications Center; ensures that all complaints by customers are properly documented and investigated; assists with the preparation of reports and recommendations to management regarding the complaint; provides feedback to the Communications Officer.
Attends meetings, seminars, conferences, training course to enhance professional development knowledge and skills in Emergency Communications and develops contacts and networks to expand training opportunities and provide access to additional resources.
Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.
Minimum Requirements Associate's degree or higher from an accredited college or university in police administration, business administration, information systems or related field, or an equivalent combination of training and experience, and a minimum of three (3) years of proven experience in technical operations, communications, records management and/or administrative management.
Minimum of two (2) years of experience with CAD software, data communications and police and fire radio and console equipment. Experience in management and administration of a combined police and fire dispatch organization serving a population comparable to Rowlett (70,000). Experience with Patriot 9-11 system preferred. NENA Center Manager Certification preferred.
Thorough knowledge of managerial and administrative principles and practices. Ability to direct and manage a communications center and to coordinate and review the work of employees. Ability to monitor and analyze activities. Ability to analyze and interpret data. Ability to plan, organize and implement programs to meet the needs of the public. Ability to allocate resources. Ability to communicate effectively, both orally and in writing. Thorough knowledge of the concepts and applications of Emergency Management. Knowledge of the laws and codes applying to emergency management and communication. Knowledge of 911 techniques and the capacities of computer, radio and telephone equipment. Knowledge of the theories and practices of supervision. Technical knowledge of a 9-11 communications center to include, Voice over IP, Next Generation 9-11, Phase II wireless, Computer Aided Dispatch, Preference for Athena, including Master Street and Address Guide (MSAG), Automatic Number Identification (ANI) and Automatic Location Identification (ALI).
Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.
Other Requirements Valid driver's license required. Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.
APCO/TCOLE Advanced Telecommunicators Certification; National Crime Information Center (NCIC) Query Certification; Medical Priority - Emergency Medical Dispatching (EMD) Certification; Cardio Pulmonary Resuscitation (CPR) Certification; Emergency Fire Dispatch (EFD) Certification (within one year).
Ability to work a variety of shifts as assigned, including days, evenings, nights, weekends, and holidays.
Works primarily in climate-controlled office environment; physical demands are sedentary in nature; sitting for long periods of time; work performed causes light fatigue of eyes, fingers, wrists, arms, and other facilities because of fairly continuous use of motor senses.
The City of Rowlett is proud to support a healthy work/life balance by offering a 4-day work week, with standard business hours of 7:30 a.m. to 5:30 p.m., depending on departmental schedules
We offer a comprehensive benefits packagethat includes vacation, holiday, and sick leave, along with medical, dental, vision, prescription drug coverage, life insurance, AD&D, and long-term disability insurance.
To support our employees' long-term financial goals, the City participates in the Texas Municipal RetirementSystem (TMRS), featuring a generous 2:1 match.
For a more detailed overview of our benefit package, please visit our
01
Do you have a current Texas driver's license? (Your driving record will be considered to the extent that you will drive a City vehicle or conduct City business in your personal vehicle).
- Yes
- No
- No, I do not have a Texas driver's license, but I will be able to obtain within the first 60 days of employment. (For out of state applicants)
02
Do you have an associate's degree from an accredited college or university in police administration, business administration, information systems, or a related field, or an equivalent combination of training and experience?
03
Are you able to work a variety of assigned shifts, including days, evenings, nights, weekends, and holidays?
04
Please list all current emergency communications, public safety, and professional certifications you hold that are relevant to this position. For each certification, provide the certification name, issuing organization, certification number (if applicable), date obtained, expiration/renewal date, and current status. At a minimum, address your status for APCO/TCOLE Advanced Telecommunicator, NCIC Query, Medical Priority/Emergency Medical Dispatch (EMD), CPR, Emergency Fire Dispatch (EFD), and NENA Center Manager Certification. Also identify any additional certifications or specialized training related to 911 communications, emergency management, CAD/NG911, radio communications, or public safety technology. If you do not currently hold a certification listed above, clearly indicate whether you have previously held it, are currently in the process of obtaining it, or have no prior certification.
05
How many years of experience do you have in technical operations, communications, records management, and/or administrative management?
- Less than 3 years
- 3-4 years
- 5-6 years
- 6 years or more
06
Describe your experience managing a 911/Emergency Communications Center, including the size and type of organization you managed, the population/volume served, number of employees and supervisors, police/fire/EMS integration, and your direct responsibilities for staffing, scheduling, performance management, training, and operations. Provide specific examples of operational improvements you personally implemented and the measurable results achieved.
07
How many years of experience do you have working with CAD software, data communications, and police/fire radio and console equipment?
- Less than 2 years
- 2-3 years
- 4-5 years
- 6 years or more
08
Describe your hands-on experience managing or overseeing emergency communications technology, including CAD, NG911/EsiNet, Phase II wireless, ANI/ALI, MSAG, GIS/addressing, VoIP, radio/console systems, records management systems, and/or public safety software. Identify the systems you have worked with, your level of responsibility, and a significant technology implementation, upgrade, migration, or failure you managed. Explain the problem, your role, how you coordinated with vendors/IT/public-safety partners, how you maintained continuity of operations, and the outcome.
09
You are the Communications Center Manager during a major regional incident. At the same time, call volume has increased significantly, several dispatch positions are vacant due to staffing shortages, the CAD system is experiencing intermittent outages, and a radio/telecommunications issue is affecting field personnel. Describe, step-by-step, how you would manage the first 30 minutes, the next 2 hours, and the longer-term response. Include how you would prioritize staffing, communicate with police/fire command staff and IT/vendors, maintain 911 service, activate backup procedures, document decisions, and conduct the after-action review.
10
Describe a situation in which you had to address a significant performance, conduct, policy-compliance, or interpersonal issue involving a dispatcher or supervisor. Explain the circumstances, how you investigated and documented the issue, how you applied policy and progressive discipline or corrective action, how you communicated with the employee, and the ultimate outcome. Also describe how you would balance employee accountability with maintaining morale, retention, professionalism, and reliable emergency service.
11
As Communications Manager, you will be responsible for regulatory compliance, policies/procedures, training, quality assurance, performance indicators, budgeting, technology planning, and continuous improvement. Describe how you have used data and industry/regulatory standards to identify deficiencies and improve an emergency communications operation. Provide a specific example in which you identified a problem, analyzed the data, developed and implemented a solution, obtained necessary stakeholder support/resources, and measured the results. Identify the performance metrics you used and explain how you determined whether the change was successful.
Required Question
