Job Summary
The role oversees daily operations in the National Communications Center (NCC), supervising and supporting Communications Officers while also performing call-taking and dispatch duties. They manage the processing of emergency and non-emergency calls, ensure accurate assignment of police and safety responses, and maintain the readiness of all NCC technical systems-including CAD, CCTV, radio, and access-control platforms. The role also coordinates information-sharing with local, state, regional, and federal partners and assists NCC leadership with planning, policy implementation, and overall operational effectiveness.
Essential Functions
• Supervises 24/7 National Communications Center operations and oversees daily staff performance.
• Manages emergency and non-emergency call processing, prioritization, and dispatch coordination.
• Maintains and troubleshoots NCC communications systems, technology platforms, and data accuracy.
• Delivers training, conducts quality reviews, and ensures compliance with policies and standards.
• Prepares reports, manages operational documentation, supports HR processes, and coordinates with partner agencies
Minimum Qualifications
• Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
• Plus 6 years of relevant work experience.
Preferred Qualifications
• Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
• Plus 8 years of relevant work experience.
Knowledge, Skills, and Abilities
• Extensive applied knowledge of emergency dispatch communications, protocol and nomenclature.
• Demonstrated ability to identify operational problems, troubleshoot issues, gather and analyze relevant information, and document and evaluate the effectiveness of solutions.
• Strong written and verbal communication skills, with the ability to convey information clearly to diverse internal and external audiences.
• Proficiency in reviewing records, files, equipment, and facilities to detect deficiencies, ensure compliance, and recommend corrective actions or improvements.
• Ability to establish, maintain, and coordinate accurate manual and automated logs, files, records, policies, procedures, schedules, and workflow across internal and external units.
• Applied knowledge of communications equipment and technology, communications protocols, police records management systems, and supervisory practices related to police communications operations.
The salary/hourly range is $94,300.00 - $122,256.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
Health and WellbeingFinancial and RetirementWork and Family Life SupportHealth, Dental, and Vision Insurance401K with Employer MatchGenerous Paid Time Off Wellness ProgramsRailroad Retirement BenefitsPaid Caregiving Days and Backup CareHealth Savings AccountPublic Service Student Loan ForgivenessFertility and Family Building BenefitsNo-cost Personal Health AdvocateStudent Loan AssistanceAdoption and Surrogacy AssistanceMedical Plan Opt-out CreditTuition and Education ReimbursementPaid Family Leave Life InsuranceRail Pass Privileges Short- and Long-term Disability InsuranceEmployee Assistance Program No-cost Financial Advisor SessionsCommuter and Flexible Spending Accounts
Learn more about our benefits offerings here.
Requisition ID:166656
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
