Operations Manager

About the role

This position manages, directs, and provides oversight of the operations, training, and personnel of the Agency’s 9-1-1 center; serves as the liaison with user agencies; provides vision for the center based on Agency mission and may respond to emergencies or high-priority incidents involving the dispatch center at any time.

Responsibilities

• Plan, organize and direct call taking and dispatch activities for user agencies;
• Plan, organize and direct the activities of the multi-jurisdictional Emergency Communications Center (ECC).
• Manage and direct Administrative Supervisor and Operations Supervisors;
• Evaluate performance of assigned staff; provide coaching for performance improvement and development; recognize good performance and take disciplinary action as appropriate;
• Review and approve time records, work duties and projects to ensure timely progress and other personnel records as necessary.
• Manage overall staffing to ensure operational readiness of the center.
• Provide direction and oversight of staffing and deployment plans to ensure service levels are maintained.
• Hold weekly operational team meetings to review and discuss issues related to operations;
• Serve as a resource for Operations Supervisors in solving employee issues and requests;
• Serve as advocate for employees and Supervisors to management staff.
• Provide oversight to training functions for operations personnel in coordination with Administrative Supervisor to ensure mandatory training and education is completed on an annual basis in accordance with Agency need and state requirements.
• Participate in development, revision and implementation of the Agency’s directives and standard operating guidelines.
• Create an annual budget for the Operations Division; monitor revenue and expenditures ensuring they remain within budget parameters.
• Ensure proper forecasting to ensure operational strategic needs and projects are met.
• Establish and maintain excellent working relationships with user agencies; serve as command-level liaison with user agencies to resolve operational issues.
• Attend and participate in meetings, task forces and technical groups representing the Agency in matters pertaining to operations and to coordinate emergency services.
• Provide oversight and direction as needed on investigations and resolution of complaints and inquiries from employees, the public and users regarding operational services; review completed investigation reports and determine appropriate action (i.e. discipline, etc.).
• Participate in labor negotiations for guidance and assistance.
• Participate in hiring and retention decisions.
• Provide backup to Operations Supervisor, Record Requests function as needed.
• Conduct complex management and systems studies and prepare recommendations to the Executive Director, Assistant Director or partner agencies.
• Work with managers from each division within the agency to ensure all work is balanced to meet competing needs between service level expectations, budgetary availability, contractual requirements, and the health and well-being of staff.
• Oversee the safety and security of the center, its employees and equipment; respond to changes in County, State, or Federal threat levels and adjust security accordingly.
• Adhere to grievance procedures and timelines; respond to grievances accordingly.
• Attend conferences, training and pertinent meetings to stay up to date on state, regional and national trends in 911 technology, best practices and policies.
• Perform sensitive and confidential duties in the course of work or at the request of the Assistant Director or Executive Director.
• Create vision for the future of Operations; provide recommendations for procedures and processes; provide recommendations toward improvement of the culture of the Operations work environment, including recognition and wellness.
• Ensure duties and tasks are conducted in accordance with the Agency Safety Program.
• Perform other duties as assigned.

Requirements

• A bachelor’s degree in communications, management, or human resources and a minimum of 5 years’ responsible experience in 9-1-1 communication center operations, including considerable supervisory experience;
• Experience developing and implementing policies and procedures required;
• Experience in departmental budget development.

Qualifications

• Thorough knowledge of the methods, policies, procedures and operations of a public safety communications center;
• Federal, State and local laws governing the operations of a 9-1-1 communication center;
• The operational characteristics of the equipment used in public safety communications including multi-line telephone systems, radio systems and computer systems.

Skills and Abilities

• Communicate effectively both verbally and in writing;
• Develop and maintain effective working relationships with User agencies, employees, and the general public;
• Prepare clear and accurate reports.

Supplemental Information

• Physical Demands: Sit, walk and stand for extended period of time. Stoop, lift, carry, push, pull, or otherwise move objects weighing up to 15 pounds infrequently; use of keyboard requiring a high degree of finger dexterity and visual work on a computer for long periods of time. Use of telephone and verbal communication is frequent and occasional dealing with distraught or difficult individuals. Ability to communicate orally, in writing.
• Work is usually conducted in an office environment with occasional travel.
• After hours availability and ability to report to work site as needed.