911 Communications Operations Manager

About the Role

Reporting directly to the Director of the Communications Center, HLRECC, this position is responsible for providing oversight and guidance related to all aspects of the Emergency Communications Center, including Operations, Personnel, Education, Quality Improvement, Budget, and business practices.

Responsibilities

• Administer the overall Operations and Training within the Emergency Communications department.
• Assume the duties of the Director of Emergency Communications when needed.
• Oversee operations and training to ensure compliance with established measures and guidelines.
• Demonstrate exceptional decision-making skills, leadership development, and command control by mentoring, developing, coaching, evaluating, and disciplining personnel.
• Assist the Director with strategic planning, process improvement cycles, and determining best practices.
• Coordinate within the department, Emergency Services departments, and other internal and external partners to ensure quality of service and care.
• Provide proactive and constant system-wide communications, including system information, policies, and updates to the department.
• Manage and increase the effectiveness and efficiency of the department through improvements to each division.
• Assist the Director in the preparation of the annual budget, including projections of needs, and monitor and manage given operational division budget(s).
• Maintain knowledge of laws, regulations, and policies governing the department, as well as advanced practices, procedures, and techniques.
• Keep the Director and other designated personnel informed concerning work progress, barriers, and red flags.
• Investigate internal and external complaints and ensure thorough and objective investigation, reporting, and improvement.
• Perform short-term and long-range planning for staffing needs.
• Ensure compliance with all applicable local, state, and federal human relations policies and practices.
• Provide guidance, direction, support, and supervision to Shift Supervisors, and evaluate their performance in accordance with established measures and best practices.
• Oversee performance improvement plans, career ladder progression, and minimum training standards to ensure criteria are met.
• Oversee the disciplinary action process and personnel issues, coordinating actions with the Director.
• Verify accuracy of all employee performance evaluations, merit eligibility, promotion requirements, and attendance expectations.
• Evaluate department needs to identify gaps and implement measures to mitigate those gaps.
• Guide the development of standards, procedures, and applicable policies related to Emergency Communications.
• Oversee and ensure the development of programs to meet the needs of the City, including all jurisdictions and agencies within Burnet County, Western Region, and Service Areas for radio/data interoperability, resource coordination, and emergency communications standards.
• Attend meetings, conferences, workshops, and training sessions, and review publications and audio-visual materials to remain current on principles, practices, and new developments in Emergency Communications.
• Provide oversight and guidance to all teams within Emergency Communications.
• Perform special duties as assigned.

Requirements

• Bachelor's degree in a related field.
• Telecommunicator Certificate from the Texas Commission on Law Enforcement.
• Eight (8) years of management experience in a public safety setting with demonstrated accomplishments and organizational achievements.
• Four (4) years of experience in education, training, and quality assurance in a public safety dispatch or related field.
• Four (4) years of experience working with Radio Frequency (RF) systems, telephone network design and operation, Computer Aided Dispatch (CAD) configuration/operation, and statistical data analysis/performance measures.
• Motorola Flex Experience and Motorola Flex System Agency Administrator certification preferred.
• Successful completion of Center Manager Certification Program (CMCP) and/or Communications Center Manager (CCM) within 1 year of position.
• Any work-related experience resulting in acceptable proficiency levels in the above requirements is an acceptable substitute.
• Must meet the hiring requirements outlined by the Texas Commission on Law Enforcement.

Skills

• Knowledge of personnel policies and standard operating guidelines; training manual, radio transmission procedures, and FCC rules and regulations governing operations of radio and teletype transmitting and receiving.
• Knowledge of Emergency Medical Dispatch, Emergency Police Dispatch, and Emergency Fire Dispatch Protocols.
• Ability to train, supervise, motivate, and evaluate staff.
• Proficiency in operating standard office equipment, including Center Software systems and other Public Safety Communications systems, recording, and electronic data communications equipment.
• Proficiency in both oral and written communication.
• Ability to understand and follow instructions, policies, standard operating guidelines, rules, and regulations.
• Ability to analyze information and formulate quick, effective, and reasonable responses.
• Ability to work tactfully with the general public.
• Ability to speak clearly and concisely.
• Ability to handle several items at once during stressful situations.
• Ability to maintain accurate records.
• Ability to work varied shifts.
• Ability to establish and maintain effective working relationships with co-workers.

Physical and Environmental Conditions

• Required to lift and carry up to 20 pounds and to pull, push, or drag up to 50 pounds of materials and supplies.
• Must be able to stand or sit for extended periods.
• Must be able to wear a headset to communicate over the phone and radio.
• Uses eyes, ears, hands, and fingers to perform assigned duties and responsibilities rapidly.
• Works various hours and days to accommodate required operations.
• Must be able to stand or sit for up to four (4) hours minimum.
• Requires 20/20 vision with or without corrective lenses.
• Must first perceive forced whispered voice at greater or equal to five (5) feet with or without a hearing aid.
• Performed mainly indoors in a climate-controlled environment.