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 Employment Opportunities in Cambridge


POSTING DATE: October 6, 2020

Cambridge residents are especially encouraged to apply.

Department: Emergency Communications Department
Job Title: Assistant Director of Operations
Job Code: M370-701
Civil Service Position: Non Civil Service position
Union Affiliation: None
Hours Per Week: 37.5-hour workweek, some shift work required


Under the direction of the Director of Emergency Communications and 911, the Assistant Director of Operations will oversee the Operations of the Emergency Communications Center (ECC), operational activities of all personnel assigned to the ECC and other responsibilities as assigned.  This position works within a combined dispatch center and is responsible for supervisory duties and oversight of EC Supervisors and Emergency Telecommunication Dispatchers (ETD) in the performance of call answering, dispatching, and all other operational duties. Ensures compliance with Police, Fire, ECD Department policies and protocols.  Serves as back up for EC Supervisors, dispatch, call-taking, and all other line positions on a regular basis in support of breaks, training relief, peak load conditions, emergencies, and to keep skills current.  The position works closely with the Assistant Director of Training and Administration and Assistant Director of Public Safety IT on deployment of new technology, quality control, project planning and development of training programs.  Position will coordinate with other dispatch agencies, the State 911 Department, and professional 911 dispatch organizations and associations to ensure that Cambridge ECC operation methods and materials conform to best practices. Specific responsibilities include but not limited to the following: 

  • Supervisory responsibilities include but are not limited to general supervision of subordinate personnel assigned to the ECC and setting performance standards as appropriate.
  • Responsible for supporting personnel, scheduling all personnel shifts including vacations, benefitted time and activities in compliance with the Fair Labor Standards Act.
  • Responsible for overseeing technical projects to achieve goals of the department.
  • Monitors radio transmissions and emergency calls for quality control.
  • Plans and monitors preparedness of the ECC to meet emergency conditions.
  • Develops, implements and enforces department and City policy and procedures.
  • Ensures proper operation of police and fire signaling equipment status, coordinates major tests of signaling and alarm equipment, and assists with training personnel in the use of such equipment.
  • Notifies and coordinates with command personnel, government officials on incidents of major/potential significance or disaster.
  • Maintains personnel administrative and performance systems including counseling, progressive discipline and performance appraisals.
  • Participates in the department's planning processes, prepares and presents analysis of systems, employee performance, quality control and call volumes.
  • Responsible for delegating assignments by defining objectives, priorities and deadlines to assist with projects for Operations, Public Safety IT, Administration and Training personnel.
  • Analyzes agency requirements, researching new technology systems and evaluating software and systems that operate in the Emergency Communications Department.
  • Creates testing plans and protocols for upgrades, maintain system monitoring and outages.
  • Works closely with EC Management Team to address problems with operational systems as well as proactively work with supervisors to resolve performance or personnel issues.
  • Ensures that the security of the ECC is always maintained.
  • Performs special assignment activities related to emergency operations or other specialty areas as assigned. 


Bachelor's degree and/or five years of relevant managerial and supervisory experience in dispatch operations or public safety environment, which provides the knowledge and skills necessary for this position.  Four years of progressively responsible communications supervisory experience in a primary Public Safety Answering Point (PSAP).  Strong technical background in radio, communication and/or computer systems.  Experience or other qualifications that demonstrate strong decision-making skills, excellent interpersonal communications and conflict resolution skills.  Certifications and experience in 911 dispatch training, PSAP quality review, and related specialties preferred. Applicant must pass a thorough background investigation and criminal history review. Must be able to respond after hours, operate Command Posts and maintain required certifications of an Emergency Telecommunications Dispatcher including Emergency Medical Dispatch (EMD), Basic Public Safety Telecommunicator Course, State 911 Certification and CPR within one year of hire.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Demonstrated knowledge of management principles and best practices in public safety environment.  Considerable knowledge of effective supervisory principles and practices of modern methods and techniques. Demonstrated maturity of judgment and effective approach to quality control and customer service. Considerable skills in developing supervisory staff and motivating personnel. Demonstrated knowledge in procedures and techniques used in the operation of a primary Public Safety Answering Point (PSAP).  Effective management use and ability to update public safety computer-aided dispatch systems, record management systems, mobile data terminals and enhanced 911 equipment and/or Next Generation 911 as well as computers, software, dispatching functions and specialized equipment in a communications center. Demonstrated knowledge of modern operation methods, best practices of emergency services including fire, police and EMS.  Demonstrated ability to plan and execute projects to achieve specific goals.  Demonstrated ability to conceive, write, and promulgate written memos, policies, continuity plans, and training materials. Demonstrated ability to make oral presentations to a variety of audiences including the general public and government officials. Demonstrated ability to collaborate effectively with a wide range of personnel from within and outside the public safety community when working on projects, administrative matters, policy or quality control programs.  The City of Cambridge's workforce, like the community it serves, is diverse, and candidates must demonstrate the knowledge and the ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds and ideologies.

PHYSICAL DEMANDS:        Ability to access, input, and retrieve information from a computer. Answer telephones maintain multiple files and must read and analyze large quantities of information. Must have enough mobility to get back and forth from office to offsite meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT:     Standard office environment. Fluorescent lighting, and central air conditioning. Moderate noise level, which can elevate with large volume of phone calls.  Executes multiple tasks involving keyboarding, telephones, writing, bending, reaching, and lifting (up to 15 lbs.).  

RATE: 129,428 - $145,269 annually plus excellent benefits


Internal applicants submit a job bidding form and 2 copies of both your resume and letter of interest; external applicants submit both your resume and letter of interest via email to: or to the Personnel Dept., Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312. Resume and letter of interest requested by 11/09/20.  Position will remain open until filled.


The City of Cambridge is an affirmative action/equal opportunity employer. Women, minorities, veterans, members of the LGBTQ+ community, and persons with disabilities are encouraged to apply.


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