Computer Aided Dispatch Administrator (CAD)

Statement of Work (SOW) Introduction This Statement of Work (SOW) defines the roles, responsibilities, and deliverables for a Computer Aided Dispatch (CAD) Administrator for the Emergency Services Department at Hartsfield Jackson Atlanta International Airport. The CAD Administrator will be responsible for managing and maintaining the CAD system along with its interfaces, ensuring system integrity, operability and accessibility, along with providing technical support to emergency personnel. Scope of Work The CAD Administrator will support the airport’s emergency services by performing the following tasks: Administer and maintain the CAD system, including installation, configuration, updates, and licensing management. Ensure proper integration of the CAD system with other emergency response tools (e.g., GIS, radio communication systems, and airport security systems). Develop, implement, and enforce CAD system standards, best practices, and procedures. Provide technical support and training to emergency services personnel, resolving software and hardware issues. Manage CAD data, ensuring accurate record-keeping, system logs, and data security. Optimize CAD workflows to improve emergency response times and operational efficiency. Work closely with emergency services, IT, and airport operations teams to understand requirements and implement necessary configurations. Troubleshoot system performance issues and coordinate with vendors for support as needed. Document system configurations, procedures, and user guides. Research and recommend new CAD technologies and tools to enhance performance and usability. As applicable, engage third-party vendors to provide contracted services concerning issues causing a system failure. This may include some instances involving third-party vendor on-site support and coordination of third-party upgrade services when applicable. Diagnose, triage, gather logs, and coordinate with Motorola Technical Support, Motorola Engineering teams, and contractually agreed upon third-party vendors to resolve reported P1 system incidents/problems. Specific To P1 Infrastructure Perform periodic system maintenance and software patching, on physical and virtual servers Assist with database system backups. Perform GIS mapping data as needed Understand system dependencies and related connections. Assist in developing internal documentation pertaining to P1 system configuration, administration, and troubleshooting. Assist with upgrade planning and installations. Troubleshoot any issues with any of the third-party interfaces Assist with technical system requirements analysis Work with Customer staff to identify and resolve reported system incidents/problems. Ensure that reported incidents/problems are documented, analyzed, validated, and escalated (when necessary) through full resolution. The CAD Administrator Is Expected To Maintain The Following A fully operational and optimized CAD system for emergency dispatch. Regular reports on system performance, user support issues, and implemented improvements. Up-to-date documentation on CAD standards, configurations, and best practices. Training materials and sessions for emergency dispatch users. Implementation of security protocols for CAD data integrity and access control. Required Skills & Qualifications Bachelor’s degree in Computer Science, Emergency Management, or related field. Minimum of 3-5 years of experience in CAD administration for emergency services. Proficiency in Computer Aided Dispatch software and functions such as Motorola PremierOne, or similar. Experience with GIS mapping, radio communication systems, and airport security integrations. Knowledge of provisioning and report creation Strong problem-solving and troubleshooting skills. Excellent communication and training abilities. Familiarity with scripting and automation for CAD workflows (Python, SQL, etc.) is a plus. Interfaces Knowledge (Preferred) Viper E911 system Fire records management system Fire station alerting system Call recording system Emergency Medical Dispatch Police Records Management System Reporting & Communication The CAD Administrator will report to AIS and be physically located at the C4 location. This person will work closely with emergency services staff, airport operations, and security teams. Regular progress meetings will be held to review performance, address challenges, and plan further optimizations. Other Provide dedicated full-time, on-site support, minus customer holidays, paid time off (PTO) benefits, sick leave, and training events throughout the term of this agreement. Normal working hours for the onsite resource are 8:15 am-5:00 pm and shall not exceed 40 hours in a week. In instances where the agreed-upon working hours require modifications (planned outages, upgrades, other operational necessities, or emergencies), adjustments will be made to the on-site resource work hours to meet customer needs. In tandem, the customer may contact the onsite resource during an afterhours emergency and the onsite resource will make best effort to respond. If available, the onsite resource will engage and become the single point of contact for the incident on behalf of the Airport. #J-18808-Ljbffr