Job Title: RegionalPublic Safety Dispatch Director

Department: RegionalOld colony Communications Center (ROCCC)

Contract/Grade:Personnel Policies (non-union), Grade 15

Salary Range: HiringRange $124,536 to $146,330 Full Range: $124,536 to $168,124 (Actual pay basedon qualification)

FLSA Status: Salary,Exempt (benefit eligible)

Work Schedule:Variable- at least 40 hour per week

Reports to: TownManager

Nature of Work:The Director of the ROCCC is responsible for completeoperational, administrative and financial oversight of the Regional PublicSafety Dispatch function, including supervision and job performance of allPublic Safety Dispatchers (PSD). The Director will work closely with the FireChiefs, Police Chiefs and Town Administration of all communities served, butwill be a direct report to the Town of Duxbury Town Manager. It is expectedthat this individual will provide backup support as needed on shifts. TheDirector will be on call in the event of an emergency and will be required towork and travel outside of regular office hours.

SupervisionRequired: Reports directly to the Town of Duxbury Town Manager.

Confidentiality: Employee has regular access to a wide variety ofconfidential information including citizen communications and records, criminalinvestigations, and court records. Confidentiality must be maintained withregard to this information in accordance with Departmental Policy, State andFederal Laws, and the Public Records Act.

SupervisoryResponsibility: The Director exercises full managerial authority over allROCCC personnel-including Deputy Director, Operations Supervisors,Administrative Supervisors, Public Safety Dispatchers, and support staff-anddirects the work of consultants or vendors supporting center operations. TheDirector sets organizational priorities and performance standards; plans,assigns, and directs work; determines staffing models and approves schedules;and ensures adherence to departmental policy, procedures, and any applicablecollective bargaining agreements. Responsibilities include recruiting andselection; onboarding and training; coaching and professional development; conductingand/or approving performance evaluations; and initiating or approvingdisciplinary actions up to and including termination in coordination with HRand Town leadership. The Director resolves escalated operational, and personnelmatters, serves as the final departmental step for grievances, and ensurescertification, QA/QI, and compliance requirements are met. Day-to-day oversightmay be delegated to the Deputy Director and supervisory staff, but the Directorretains ultimate accountability for the quality, safety, effectiveness, andcost-efficiency of ROCCC service delivery.

Judgment: Guidelines may be in the form of administrative ororganizational policies, general principles, legislation, or directives thatpertain to a specific department or functional area. Extensive judgment isrequired to accomplish objectives or to deal with new or unusual situationswithin the limits of the guidelines or policies.

Complexity: The work consists of the practical application of avariety of concepts, practices, and specialized techniques relating to aprofessional or technical field. Assignments typically involve evaluation andinterpretation of factors, conditions, and unusual circumstances; evaluatingcompliance with established policies or criteria; gathering, analyzing andevaluating facts, evidence, or data using specialized fact-finding techniques;and determining the methods to accomplish the work.

WorkEnvironment: Work is performed in a fast-paced, 24/7 RegionalEmergency Communications Center (ROCCC). Staff operate in a high-stressenvironment with frequent interruptions, urgent time demands, and exposure toemotionally charged situations. The ability to remain focused, composed, andeffective under pressure is essential. Dispatchers work rotating shifts-includingevenings, overnights, weekends, and holidays-and may be required to workmandatory overtime during staffing shortages, emergencies, or criticalincidents.

Nature ofPublic Contacts: Employee interacts constantly with co-workers, the publicand groups or individuals who have conflicting opinions or objectives, diversepoints of view or differences where skillful questioning is required; one onone relationships with a person(s) who may be under severe stress, wheregaining a high degree of communication may be required to obtain the desiredeffect. Excellent communication and customer service skills are required,involving courtesy, tact, and diplomacy in resolving complaints or concerns ofthe public and in carrying out the required functions of the position.

Accountability: The Director is ultimately responsible for the overalloperational, administrative, and financial performance of the ROCCC, ensuringthat all personnel, programs, and systems adhere to applicable laws, policies,protocols, and collective bargaining agreements. Errors in judgment, resourcemismanagement, failure to maintain readiness, or lapses in compliance canresult in severe consequences-including risks to public and responder safety,disruption of emergency services, legal and financial exposure, erosion ofstakeholder trust, and reputational harm to the ROCCC and its membercommunities. The Director sets standards, allocates resources, and implementscorrective actions as needed; ensures certification, QA/QI, and audit requirementsare met; and proactively addresses operational and personnel issues. Day-to-daytasks may be delegated to the Deputy Director and supervisory staff, but theDirector retains ultimate accountability for the integrity, reliability, andeffectiveness of ROCCC service delivery.

OccupationalRisks: The position does not entail unusual occupational risk.The job requirements are primarily in an office dispatch setting.

EssentialFunctions: The essential functions or duties listed below areintended only as illustrations of the various types of work that may beperformed. The omission of specific statements of duties does not exclude themfrom the position if the work is similar, related, or a logical assignment tothe position.

1. Perform allduties required of a certified telecommunicator.

2. Supervise andevaluate telecommunicators job performance to ensure compliance with alldepartment policies and operational procedures.

3. Supervise thescheduling and work hours of all staff in accordance with the Union Contract,Wage & Personnel By-Laws and all related Policies and Procedures.

4. Approve andtrack shift changes, sick, vacation and personal time for department members.

5. Process payroll.

6. Completeperformance evaluations of all telecommunicators as required

7. Train additionaltelecommunicators, as needed, in order to maintain required staffing levels tokeep the department fully operational at all times.

8. Facilitatepurchasing of supplies and equipment.

9. Process expensebills and track monthly budget.

10. Prepare annual budget and town reports as required byFire and Police Chiefs.

11. Schedule and attend regular meetings between alldepartments served by the Communications Center.

12. Write and submit grants and request reimbursement fortraining, EMD, Support & incentive and Development timely.

13. Request reimbursement for raining, Emergency MedicalDispatch, support and incentive grant submittals timely.

14. Work with the Fire and Police Chiefs to develop and runin-house training classes.

15. Schedule and facilitate external and/or hosted trainingclasses as required by State regulations.

16. Ensure full compliance with local, State and Federallaws.

17. Update Policies and Procedures as needed.

18. Facilitate Quality Assurance/Quality Improvement ProtocolReview for Emergency Medical Dispatch calls as required by State regulations.

19. Maintain and oversee maintenance and licensing ofoperational software and networking, such as CAD systems, EMD programs.

20. Facilitate meetings and correspondence between all rankswithin the regional dispatch center as needed.

21. Develop and seek out additional opportunities andmunicipalities to add to the ROCCC's service.

22. Be available for field work in the event of majorincidents in the communities served by the regional dispatch center.

23. Act as the department's liaison to the State 911department.

24. Performs any other duty and assignment as may be assignedby the Town Manager or designee.

RecommendedQualifications:

1. Bachelor'sdegree required in public administration, emergency management, criminaljustice, business, information systems, or a related field (or equivalentcombination of education and experience).

2. 10+ years ofprogressively responsible experience in public safety communications oremergency services, including 5+ years in supervisory/management roles(Director/Deputy/Center Manager).

3. Demonstratedleadership of a 24/7 multi-agency/regional ECC, including staffing models,scheduling, QA/QI, policy development, training, and incident support.

4. Fiscalmanagement expertise: operating and capital budgets, grants (e.g., state 911programs), procurement compliance, and vendor/contract management.

5. Labor relationsexperience in a union/collective bargaining environment (performancemanagement, grievances/discipline, and contract application).

6. Technologygovernance: oversight of CAD/NG911/radio/recording systems, lifecycle planning,security/risk awareness, and continuity planning.

7. Incidentmanagement proficiency and interagency coordination (NIMS/ICS familiarity;EOC/command-staff liaison; major incident readiness).

8. Exceptional communicationand stakeholder engagement skills (briefings, boards/committees, municipalleadership, and public messaging).

9. Eligibility to obtain/maintain requiredclearances/certifications.

SpecialRequirements: Must possess a valid driver's license and maintaincurrent CPR certification. Preferred professional certifications include APCORPL, NENA ENP, and NENA CMCP. The Director must demonstrate executiveleadership in emergency communications operations, with experience in strategicplanning, staff development, multi-agency collaboration, and fiscal oversight.Strong decision-making, problem-solving, and project management skills areessential, along with the ability to foster a culture of accountability,innovation, and continuous improvement. Engagement with municipal officials,public safety partners, and state agencies is required to successfully executethe role.

Work Schedule: This position requires flexibility to meet theoperational needs of a 24/7 emergency communications center. The Director willprimarily work a standard business schedule but must be available for evenings,weekends, holidays, and on-call duties as needed. Attendance at emergencyincidents, special events, inter-agency meetings, and training sessions mayrequire travel outside normal office hours. The role demands adaptability tochanging priorities and the ability to respond promptly to critical operationalneeds.

Knowledge,Abilities and Skill

1. Comprehensiveknowledge of public safety communications, emergency response operations, andmulti-agency coordination, with the ability to lead, evaluate, and improvedispatch procedures and center performance.

2. Strongunderstanding of operational protocols, including CAD, radio systems, and 9-1-1technologies, with the ability to guide staff and ensure compliance withstandards.

3. Exceptionalverbal and written communication skills, capable of conveying complexinformation clearly and professionally under pressure to staff, firstresponders, and community stakeholders.

4. Proven abilityto prioritize, analyze, and make sound decisions in a fast-paced, high-stakesenvironment while managing multiple operational and administrativeresponsibilities.

5. Advancedproficiency with computers and technology platforms, including operationalsoftware, reporting systems, and data analysis tools relevant to public safetycommunications.

6. Keen attentionto detail with the ability to monitor, evaluate, and document operational andadministrative activities accurately.

7. Demonstratedcomposure and resilience during crises, maintaining focus and guiding staffthrough high-stress or emotionally charged situations.

8. Stronginterpersonal and leadership skills, fostering collaboration, teamwork, andprofessional development among diverse personnel.

9. Ability to modeland enforce a positive, professional, and inclusive workplace culture,encouraging accountability, respect, and excellence across the organization.

10. High level of discretion and sound judgment when handlingsensitive information, personnel matters, or operational decisions impactingpublic safety.

11. Strategic mindset with the ability to anticipatechallenges, implement solutions, and support the Director in long-term planningand operational excellence.

PhysicalSkills: The role is primarily office-based and performed whileseated at a workstation, with intermittent periods of standing, walking, andmobility throughout the communications center. The position requires routineuse of hands and arms for computer, phone, and radio operations, as well asclear verbal and auditory communication. Occasional lifting or carrying ofequipment or supplies up to 30 pounds may be necessary. The Deputy Director isalso expected to travel regionally as needed for meetings, trainings,operational support, and site visits to member communities.

Motor Skills: Regular use of computers, dispatch consoles, radios, andother office equipment, requiring precise and efficient operation. Must performeffectively in a fast-paced, multi-tasking environment, particularly duringhigh-pressure or emergency situations.

Visual Skills: Requires strong visual acuity to monitor multiple screens and readdigital or printed materials for both general understanding and detailedanalysis. Must maintain focused attention across multiple visual inputssimultaneously, especially during high-pressure or critical incidents.