Job Title: Regional Public Safety Dispatch Director
Department: Regional Old colony Communications Center (ROCCC)
Contract/Grade: Personnel Policies (non-union), Grade 15
Salary Range: Hiring Range $124,536 to $146,330 Full Range: $124,536 to $168,124 (Actual pay based on qualification)
FLSA Status: Salary, Exempt (benefit eligible)
Work Schedule: Variable- at least 40 hour per week
Reports to: Town Manager
Nature of Work: The Director of the ROCCC is responsible for complete operational, administrative and financial oversight of the Regional Public Safety Dispatch function, including supervision and job performance of all Public Safety Dispatchers (PSD). The Director will work closely with the Fire Chiefs, Police Chiefs and Town Administration of all communities served, but will be a direct report to the Town of Duxbury Town Manager. It is expected that this individual will provide backup support as needed on shifts. The Director will be on call in the event of an emergency and will be required to work and travel outside of regular office hours.
Supervision Required: Reports directly to the Town of Duxbury Town Manager.
Confidentiality: Employee has regular access to a wide variety of confidential information including citizen communications and records, criminal investigations, and court records. Confidentiality must be maintained with regard to this information in accordance with Departmental Policy, State and Federal Laws, and the Public Records Act.
Supervisory Responsibility: The Director exercises full managerial authority over all ROCCC personnel—including Deputy Director, Operations Supervisors, Administrative Supervisors, Public Safety Dispatchers, and support staff—and directs the work of consultants or vendors supporting center operations. The Director 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 applicable collective bargaining agreements. Responsibilities include recruiting and selection; onboarding and training; coaching and professional development; conducting and/or approving performance evaluations; and initiating or approving disciplinary actions up to and including termination in coordination with HR and Town leadership. The Director resolves escalated operational, and personnel matters, serves as the final departmental step for grievances, and ensures certification, QA/QI, and compliance requirements are met. Day-to-day oversight may be delegated to the Deputy Director and supervisory staff, but the Director retains ultimate accountability for the quality, safety, effectiveness, and cost-efficiency of ROCCC service delivery.
Judgment: Guidelines may be in the form of administrative or organizational policies, general principles, legislation, or directives that pertain to a specific department or functional area. Extensive judgment is required to accomplish objectives or to deal with new or unusual situations within the limits of the guidelines or policies.
Complexity: The work consists of the practical application of a variety of concepts, practices, and specialized techniques relating to a professional or technical field. Assignments typically involve evaluation and interpretation of factors, conditions, and unusual circumstances; evaluating compliance with established policies or criteria; gathering, analyzing and evaluating facts, evidence, or data using specialized fact-finding techniques; and determining the methods to accomplish the work.
Work Environment: Work is performed in a fast-paced, 24/7 Regional Emergency Communications Center (ROCCC). Staff operate in a high-stress environment with frequent interruptions, urgent time demands, and exposure to emotionally charged situations. The ability to remain focused, composed, and effective under pressure is essential. Dispatchers work rotating shifts—including evenings, overnights, weekends, and holidays—and may be required to work mandatory overtime during staffing shortages, emergencies, or critical incidents.
Nature of Public Contacts: Employee interacts constantly with co-workers, the public and groups or individuals who have conflicting opinions or objectives, diverse points of view or differences where skillful questioning is required; one on one relationships with a person(s) who may be under severe stress, where gaining a high degree of communication may be required to obtain the desired effect. Excellent communication and customer service skills are required, involving courtesy, tact, and diplomacy in resolving complaints or concerns of the public and in carrying out the required functions of the position.
Accountability: The Director is ultimately responsible for the overall operational, administrative, and financial performance of the ROCCC, ensuring that all personnel, programs, and systems adhere to applicable laws, policies, protocols, and collective bargaining agreements. Errors in judgment, resource mismanagement, failure to maintain readiness, or lapses in compliance can result in severe consequences—including risks to public and responder safety, disruption of emergency services, legal and financial exposure, erosion of stakeholder trust, and reputational harm to the ROCCC and its member communities. The Director sets standards, allocates resources, and implements corrective actions as needed; ensures certification, QA/QI, and audit requirements are met; and proactively addresses operational and personnel issues. Day-to-day tasks may be delegated to the Deputy Director and supervisory staff, but the Director retains ultimate accountability for the integrity, reliability, and effectiveness of ROCCC service delivery.
Occupational Risks: The position does not entail unusual occupational risk. The job requirements are primarily in an office dispatch setting.
Essential Functions: The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
1. Perform all duties required of a certified telecommunicator.
2. Supervise and evaluate telecommunicators job performance to ensure compliance with all department policies and operational procedures.
3. Supervise the scheduling and work hours of all staff in accordance with the Union Contract, Wage & Personnel By-Laws and all related Policies and Procedures.
4. Approve and track shift changes, sick, vacation and personal time for department members.
5. Process payroll.
6. Complete performance evaluations of all telecommunicators as required
7. Train additional telecommunicators, as needed, in order to maintain required staffing levels to keep the department fully operational at all times.
8. Facilitate purchasing of supplies and equipment.
9. Process expense bills and track monthly budget.
10. Prepare annual budget and town reports as required by Fire and Police Chiefs.
11. Schedule and attend regular meetings between all departments served by the Communications Center.
12. Write and submit grants and request reimbursement for training, EMD, Support & incentive and Development timely.
13. Request reimbursement for raining, Emergency Medical Dispatch, support and incentive grant submittals timely.
14. Work with the Fire and Police Chiefs to develop and run in-house training classes.
15. Schedule and facilitate external and/or hosted training classes as required by State regulations.
16. Ensure full compliance with local, State and Federal laws.
17. Update Policies and Procedures as needed.
18. Facilitate Quality Assurance/Quality Improvement Protocol Review for Emergency Medical Dispatch calls as required by State regulations.
19. Maintain and oversee maintenance and licensing of operational software and networking, such as CAD systems, EMD programs.
20. Facilitate meetings and correspondence between all ranks within the regional dispatch center as needed.
21. Develop and seek out additional opportunities and municipalities to add to the ROCCC’s service.
22. Be available for field work in the event of major incidents in the communities served by the regional dispatch center.
23. Act as the department’s liaison to the State 911 department.
24. Performs any other duty and assignment as may be assigned by the Town Manager or designee.
Recommended Qualifications:
1. Bachelor’s degree required in public administration, emergency management, criminal justice, business, information systems, or a related field (or equivalent combination of education and experience).
2. 10+ years of progressively responsible experience in public safety communications or emergency services, including 5+ years in supervisory/management roles (Director/Deputy/Center Manager).
3. Demonstrated leadership of a 24/7 multi-agency/regional ECC, including staffing models, scheduling, QA/QI, policy development, training, and incident support.
4. Fiscal management expertise: operating and capital budgets, grants (e.g., state 911 programs), procurement compliance, and vendor/contract management.
5. Labor relations experience in a union/collective bargaining environment (performance management, grievances/discipline, and contract application).
6. Technology governance: oversight of CAD/NG911/radio/recording systems, lifecycle planning, security/risk awareness, and continuity planning.
7. Incident management proficiency and interagency coordination (NIMS/ICS familiarity; EOC/command-staff liaison; major incident readiness).
8. Exceptional communication and stakeholder engagement skills (briefings, boards/committees, municipal leadership, and public messaging).
9. Eligibility to obtain/maintain required clearances/certifications.
Special Requirements: Must possess a valid driver’s license and maintain current CPR certification. Preferred professional certifications include APCO RPL, NENA ENP, and NENA CMCP. The Director must demonstrate executive leadership in emergency communications operations, with experience in strategic planning, staff development, multi-agency collaboration, and fiscal oversight. Strong decision-making, problem-solving, and project management skills are essential, 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 execute the role.
Work Schedule: This position requires flexibility to meet the operational needs of a 24/7 emergency communications center. The Director will primarily work a standard business schedule but must be available for evenings, weekends, holidays, and on-call duties as needed. Attendance at emergency incidents, special events, inter-agency meetings, and training sessions may require travel outside normal office hours. The role demands adaptability to changing priorities and the ability to respond promptly to critical operational needs.
Knowledge, Abilities and Skill
1. Comprehensive knowledge of public safety communications, emergency response operations, and multi-agency coordination, with the ability to lead, evaluate, and improve dispatch procedures and center performance.
2. Strong understanding of operational protocols, including CAD, radio systems, and 9-1-1 technologies, with the ability to guide staff and ensure compliance with standards.
3. Exceptional verbal and written communication skills, capable of conveying complex information clearly and professionally under pressure to staff, first responders, and community stakeholders.
4. Proven ability to prioritize, analyze, and make sound decisions in a fast-paced, high-stakes environment while managing multiple operational and administrative responsibilities.
5. Advanced proficiency with computers and technology platforms, including operational software, reporting systems, and data analysis tools relevant to public safety communications.
6. Keen attention to detail with the ability to monitor, evaluate, and document operational and administrative activities accurately.
7. Demonstrated composure and resilience during crises, maintaining focus and guiding staff through high-stress or emotionally charged situations.
8. Strong interpersonal and leadership skills, fostering collaboration, teamwork, and professional development among diverse personnel.
9. Ability to model and 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 handling sensitive information, personnel matters, or operational decisions impacting public safety.
11. Strategic mindset with the ability to anticipate challenges, implement solutions, and support the Director in long-term planning and operational excellence.
Physical Skills: The role is primarily office-based and performed while seated at a workstation, with intermittent periods of standing, walking, and mobility throughout the communications center. The position requires routine use of hands and arms for computer, phone, and radio operations, as well as clear verbal and auditory communication. Occasional lifting or carrying of equipment or supplies up to 30 pounds may be necessary. The Deputy Director is also 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, and other office equipment, requiring precise and efficient operation. Must perform effectively in a fast-paced, multi-tasking environment, particularly during high-pressure or emergency situations.
Visual Skills: Requires strong visual acuity to monitor multiple screens and read digital or printed materials for both general understanding and detailed analysis. Must maintain focused attention across multiple visual inputs simultaneously, especially during high-pressure or critical incidents.
