West Haven ERS - DIRECTOR – City of West Haven 911 Communication Center (PSAP)

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Job Overview

Department West Haven ERS
Job TitleDIRECTOR – City of West Haven 911 Communication Center (PSAP)
Registration Fee$35.00
Location West Haven, CT

Job Announcement

West Haven ERS, CT Police Jobs


TITLE: DIRECTOR – City of West Haven 911 Communication Center (PSAP)



This is a highly Responsible department head level position providing management and supervisory oversight for all aspects of the City of West Haven Emergency 911 Public Safety Answering Point (PSAP) also known as the ERS Center.


  • General oversight and management responsibilities for the PSAP/Communications Center.
  • Monitors performance and ensures compliance with all certification an accreditation standard.
  • Plans, organizes and directs department operations. Assigns work and responsibilities to staff. Coordinates, manages and participates in the activities of the PSAP including but not limited to scheduling, training, performance evaluations and discipline.
  • Develops, writes and implements standard operating procedure and protocol for PSAP.
  • Develops, writes and implements the Quality Assurance /Quality Improvement Plan for the PSAP including regular update to assure compliance with industry and State of the art standards.
  • Maintains all records of the activity of the PSAP and prepares reports, payroll, personnel records and analysis of data as required.
  • Responsible for administering, documenting and reporting all employee performance management, disciplinary and corrective action activities in accordance with PSAP operational policies.
  • Responsible for ensuring all equipment is maintained and kept in proper working condition.
  • Develops annual budget and works cooperatively with appropriate city department /personnel to provide information and reports as may be required.
  • Supervises Lead Dispatchers. Oversees and approves all work and time off schedules. Ensures proper staffing patterns are met in order to meet the adequate demand of manpower within confines of the approved budget.
  • Preforms such other duties as may be required.



Works under the direct supervision of the Administrative Authority.


Manages and supervises the Emergency 911 Dispatch Communicators and day to day operations of Communication Center.


  • Knowledge and understanding of the management practices.
  • Progressive supervisory and management experience with subordinates in bargaining unit positions.
  • Knowledge and understanding of the components of the PSAP.
  • Knowledge of training techniques and the ability to communicate across all levels in a professional manner.
  • Competencies with all relevant communications systems.
  • Requires sufficient maturity of judgement to interpret problems and apply solution. Must have ability to deal tactfully with the public and maintain calm composure under pressure in emergency situations.


BA/BS from a four (4) year college or university with major course work in Public or Business Administration preferred or two (2) year degree in relevant fields of study supplemented by additional experience in public safety communications. Minimum requirement of three (3) years progressively responsible supervisory and management experience in similar or related public safety organization. Years of experience may be considered in lieu of educational requirements.


Requires in-depth knowledge and understanding of essential operating functions of a public safety dispatch center, previous management experience in the oversight of organizational budgets and past experience in the development and revision of policies, procedures and directives is essential. Practical knowledge of radio and telephone communications systems utilized in PSAP’s necessary. Must have or be able to obtain the following (State of Connecticut) certifications within one year of appointment: State of Connecticut State Certified Tele-communicator; State of Connecticut State certified Emergency Medical Dispatcher (EMD); State of Connecticut COLLECT System and the NCIC System certifications. Must pass a physical examination to include a drug screening test. Must be subject of a background check by the West Haven Police Department. Must converse well in English.


The physical demands described here are representative of those that must be met by an employee to successfully preform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk and listen. The employee is occasionally required to walk; use hands to finger, handle, or operate objects, tools or controls, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in typical computer room surroundings. The noise level in the work environment is generally quiet.


 The duties listed above 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.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as needs of the employer and the requirements of the job change.

Please direct questions regarding this position to sscafariello@westshorefd.com

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