Salary : $81,284.10 - $121,925.55 Annually
Location : Rowlett, TX
Job Type: Full Time
Job Number:Department: Police Department
Division: Communications
Opening Date: 08/26/2026
Closing Date: 10/30/2026 11:59 PM Central
FLSA: Exempt
Description 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 Community Service Commander, 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. Develops 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. 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; provided 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 (60,000). 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, knowledge of data formats, 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/TCLEOSE 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
Please select your highest level of education in Police Administration, Business Administration, Information Systems, or a related field.
- High School Diploma or GED
- Associate's Degree
- Bachelor's Degree
- Master's Degree or higher
- Some College courses, but no degree
03
How many years of progressively responsible experience do you have in emergency communications, including technical operations, communications center management, records management, administrative management, and public safety communications functions?
- 3-4 years
- 5 or more years
- No experience
04
How many years of experience do you have managing or administering a combined Police and Fire emergency communications/dispatch center serving a population of approximately 60,000 or comparable size and service demand?
- 3-4 years
- 5 or more years
- No experience
05
Please select all certifications you currently have
- APCO/TCLEOSE Advanced Telecommunicator 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
- NENA Center Manager Certification
- None of the above
06
Are you able to obtain any required certifications for this position within one year of employment?
07
. Are you able to work a variety of assigned shifts, including days, evenings, nights, weekends, and holidays?
08
This position is responsible for the reliability and continued advancement of critical systems such as CAD, NG911, VoIP, Phase II wireless, radio systems, and public safety software. Tell us about a significant technology or system issue you have managed in a communications center. How did you identify the problem, manage the operational risk, involve stakeholders, and ensure the issue was resolved?
09
You inherit a communications center where performance expectations are inconsistent, morale is mixed, and several employees are not meeting established standards. As the Communications Manager, what would your first 90 days look like, and how would you balance accountability with building trust and improving morale?
10
Emergency communications is constantly changing due to technology, regulatory requirements, staffing challenges, and increasing service demands. Describe how you would evaluate whether a communications center is adequately prepared for future needs. What data, performance indicators, technology, staffing considerations, and external requirements would you evaluate?
11
The Communications Center serves as the critical link between the public and both Police and Fire operations. Tell us about a time you had to resolve a conflict between communications personnel and another department or stakeholder. How did you handle the situation, and what did you do to maintain the relationship after the conflict was resolved?
12
Communications work is high-pressure, and the decisions made by supervisors and officers can have significant consequences. As the manager, what kind of culture would you want to establish in the Communications Center, and how would you personally demonstrate and reinforce that culture-particularly when dealing with stress, mistakes, accountability, and difficult employees?
Required Question
