Description
Springdale, Arkansas is a thriving and welcoming community at the heart of the rapidly growing Northwest Arkansas region. The city offers strong economic opportunities and an affordable cost of living, making it an attractive place for both families and professionals. Known for its diverse population and vibrant local culture, Springdale continues to grow while still maintaining the warm, community-focused atmosphere that defines the area.
The region offers an excellent balance of work and lifestyle. With access to beautiful outdoor spaces, including trails, lakes, and parks, residents enjoy year-round recreation and a healthy, active environment. Springdale’s revitalized downtown adds to its appeal, offering a mix of restaurants, shops, cultural venues, and community events that bring people together and contribute to the city’s energetic feel.
Economically, Springdale is home to a wide range of industries, including manufacturing, logistics, retail, and food production—creating a stable job market and a strong foundation for career growth. Overall, the area provides a blend of opportunity, affordability, and quality of life that makes it a standout place to live and work.
Dispatch Manager
Job Description
Exempt: Yes
Safety/Security Sensitive: Yes
Department: Police Department
Reports To: Captain/Administration
Date Prepared: January 14, 2014
Date Revised: June 1, 2025
GENERAL DESCRIPTION OF POSITION
Under general direction, oversees and manages the operations of the communications center, ensuring high standards of work quality and strict adherence to policies and procedures. Additionally, performs specialized duties assigned by the Chief of Police and the Chief of Fire Department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive.
2. Serve as the Public Safety Answering Point (PSAP) Manager, act as the single 9-1-1 point of contact and carry all associated responsibilities. The PSAP Manager must provide all the necessary training, information, supplies, etc., to ensure all 9-1-1 calls are handled in accordance to policies related to the 9-1-1 system. Prepare annual certification documents required to receive funding from the Arkansas 911 Board.
3. Serve as a liaison between assigned departments, other agencies and the general public. Coordinate with police, fire, and other City departments to make sure calls for service are handled in accordance with their policies and procedures. Coordinate with City IT on hardware and software upgrades to reduce impact on services during these changes.
4. Responsible for the City's two-site simulcast radio system, which includes renewing all licenses through the FCC, arranging for radio programming on the new system, and tracking all system user agreements with other agencies. Oversee two separate tower sites which include the maintenance and upkeep of the buildings and grounds and the fire suppression systems for both sites. Work to maintain Motorola's R56 standards. Responsible for making sure all equipment in the dispatch center is operational and functioning properly for the radio system.
5. Oversee the Springdale Communications Center training program to ensure training materials are current and in compliance with the APCO minimum standards training program. Review training records to ensure all dispatchers meet training requirements. Oversee the accreditation of APCO Project 33 accreditation.
6. Compile statistical reports using the Records Management System.
7. Prepare and manage the Springdale Communications Center budget for training.
8. Oversee the quality assurance program for the Springdale Communications Center, police, fire and EMS. Oversee processes involving accreditation and reaccreditation with the International Academy of Emergency Dispatch.
9. Assist the project manager on assigned special projects for the police and fire department to write formal bids, requests for proposals, negotiate contracts, and manage large scope projects that impact multiple departments across the city, such as radio system procurement.
10. Plan and direct the 24- hour operation of emergency response for the Springdale Communications Center, ensuring all calls for service are promptly and efficiently handled in accordance with current policies and procedures.
11. Investigate complaints received in the dispatch center related to call-taking and dispatching. Respond to difficult and sensitive situations and handle confidential matters.
12. Attend meetings and training events to obtain/maintain recommended professional certifications through recognized 911 professional organizations such as APCO, ACIC, and IAED.
13. Ensure policies and procedures are current and up-to-date with industry standards, and consistent with police and fire policies and procedures.
14. Oversee any and all prepared digital audio media of radio and telephone communications as requested by the general public, police and fire personnel, or the city prosecutor's office.
15. Develop and establish goals, performance standards, and objectives for the communications center.
16. Prepare clear, concise, and understandable written documents. Prepare and deliver effective presentations, follow oral and written instructions, and prepare clear and comprehensive reports.
17. Oversee and manage scheduling and overtime for the Springdale Communications Center and ensure shifts are adequately staffed.
18. Oversee any and all maintenance of equipment in the communications center and replacement of equipment as necessary.
19. Oversee any warranties and maintain warranties on any equipment in the communications center; order and get bids for any new equipment as needed.
20. Oversee and prepare yearly evaluations/assessments for assigned personnel.
21. Oversee and actively participate in the recruitment and hiring process for communication center personnel, including application review, testing, interviews, and related activities.
22. Perform any other duties as required or assigned.
SUPERVISION RESPONSIBILITIES
Directly supervises 7 supervisory subordinates and indirectly supervises 21-30 personnel. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws; Responsibilities include interviewing, hiring, and training new employees; planning assigning, and directing work; appraising performance, rewarding and disciplining employees; motivating, developing, and directing people as they work; addressing complaints and resolving problems;
EDUCATION AND EXPERIENCE
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of 4 years in high school, plus night, trade extension, or correspondence school specialized training, equal to 2 years of college, plus 5 years related experience and/or training, and 2 years related management experience, or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications.
Required: ACIC Level I & II Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification, Public Safety 40 hour Basic Telecommunicator Certification, Emergency Fire Dispatch (EFD) Certification, Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q), Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)NIMS -FEMA 100,200, and 700, 702, 703, 800, and 29a, NCMEC (National Missing and Exploited Children) training, NAMUS, Rave Mobile Safety Training, ACTIVE911 Training; Certified Training Officer (CTO) Certification, Criminal Justice Information Systems Certification (CJIS)
Preferred: Instructor Development Certificate, Registered Public Safety Training (RPL)
PUBLIC CONTACT
Regular contacts with citizens, utility companies, towing companies, coroner, hospitals, other law enforcement and government agencies and outside representatives.
EMPLOYEE CONTACT
Regular contacts within the department and with other departments as needed.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
The incumbent must be proficient in the use of personal computer, Microsoft Office Suite, HTE AS400, Tyler Enterprise CAD, RMS and mapping systems, P25 digital 800 MHz trunked communications radio system, ACIC/NCIC, fax machine, email, TTY, Vesta 911, cell phone, Locution, Springdale Message Board, PaperVision, Pro QA system, language line services, multi-line phone system, headsets, recorder, alarm systems, various camera systems, time and attendance software, and standard office equipment.
OTHER SKILLS AND ABILITIES
The incumbent must have the ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects. Must have ability to establish and maintain effective working relationships with management and staff.
Requires a willingness to take on responsibilities and challenges, a willingness to lead, take charge and offer opinions and direction; requires the incumbent to establish and maintain personally challenging achievement goals and exerting effort toward mastering tasks; requires developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. The job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. The job requires being sensitive to others' needs and feelings and being understanding and helpful. The job also requires being pleasant with others on the job and displaying a good-natured, cooperative attitude being open to change (positive or negative) and to considerable variety in the workplace. The job requires preferring to work with others rather than alone and being personally connected with others on the job and regular contact within the department and with other departments as needed. Must have knowledge of electronic equipment, and computer hardware and software. Must have knowledge of media production and alternative ways to inform and entertain via written, oral and visual media; Must have knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal and human life.
Must have the ability to learn various processes and procedures, such as handling calls from citizens who may be under the influence, suicidal, mentally impaired, irate, etc. in a professional manner; Ability to handle multiple tasks and yield multiple calls virtually at the same time; Must be able to withstand a complete background investigation, polygraph examination, and drug screening(s).
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the employee is occasionally exposed to fumes or airborne particles and risk of electrical shock. While performing the functions of this job, will encounter periods of high stress and multi-tasking during emergency situations.
The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to use hands to handle or feel: reach with hands and arms: stoop, kneel crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds and occasionally up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Requirements
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications.
Required: ACIC Level I & II Certification, Emergency Medical Dispatch (EMD) Certification, CPR Certification, Public Safety 40 hour Basic Telecommunicator Certification, Emergency Fire Dispatch (EFD) Certification, Emergency Medical Dispatch Quality Assurance Certificate (EMD-Q), Emergency Fire Dispatch Quality Assurance Certificate (EFD-Q)NIMS -FEMA 100,200, and 700, 702, 703, 800, and 29a, NCMEC (National Missing and Exploited Children) training, NAMUS, Rave Mobile Safety Training, ACTIVE911 Training; Certified Training Officer (CTO) Certification, Criminal Justice Information Systems Certification (CJIS)
Preferred: Instructor Development Certificate, Registered Public Safety Training (RPL)
PUBLIC CONTACT
Regular contacts with citizens, utility companies, towing companies, coroner, hospitals, other law enforcement and government agencies and outside representatives.
EMPLOYEE CONTACT
Regular contacts within the department and with other departments as needed.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
The incumbent must be proficient in the use of personal computer, Microsoft Office Suite, HTE AS400, Tyler Enterprise CAD, RMS and mapping systems, P25 digital 800 MHz trunked communications radio system, ACIC/NCIC, fax machine, email, TTY, Vesta 911, cell phone, Locution, Springdale Message Board, PaperVision, Pro QA system, language line services, multi-line phone system, headsets, recorder, alarm systems, various camera systems, time and attendance software, and standard office equipment.
OTHER SKILLS AND ABILITIES
The incumbent must have the ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects. Must have ability to establish and maintain effective working relationships with management and staff.
Requires a willingness to take on responsibilities and challenges, a willingness to lead, take charge and offer opinions and direction; requires the incumbent to establish and maintain personally challenging achievement goals and exerting effort toward mastering tasks; requires developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. The job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. The job requires being sensitive to others' needs and feelings and being understanding and helpful. The job also requires being pleasant with others on the job and displaying a good-natured, cooperative attitude being open to change (positive or negative) and to considerable variety in the workplace. The job requires preferring to work with others rather than alone and being personally connected with others on the job and regular contact within the department and with other departments as needed. Must have knowledge of electronic equipment, and computer hardware and software. Must have knowledge of media production and alternative ways to inform and entertain via written, oral and visual media; Must have knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal and human life.
Must have the ability to learn various processes and procedures, such as handling calls from citizens who may be under the influence, suicidal, mentally impaired, irate, etc. in a professional manner; Ability to handle multiple tasks and yield multiple calls virtually at the same time; Must be able to withstand a complete background investigation, polygraph examination, and drug screening(s).
