Operations Manager

911 Operations Manager

Are you a proven leader with a passion for public safety, operational excellence, and developing high-performing teams? We are seeking an experienced 911 Operations Manager to join one of the region's largest and most dynamic emergency communications centers. WCCCA is the second largest primary 9-1-1 Center in Oregon, providing 9-1-1 emergency communications for over 15 police and fire agencies that serve Washington County and also provide fire service into Clackamas, Yamhill and Multnomah Counties.

This is an opportunity to lead over 75 dedicated professionals who serve as the critical link between the public and first responders. As our Operations Manager, you will provide strategic and operational leadership for a fast-paced 24/7 communications environment, ensuring exceptional service delivery, employee development, and compliance with industry best practices. As a member of our executive management team, you will play a key role in driving continuous improvement, fostering a culture of accountability and teamwork, and helping shape the future of emergency communications.

If you thrive in a mission-driven environment where your leadership directly impacts the safety of the communities we serve, we invite you to join our team.

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. May serve in the capacity of the Assistant Director or Executive Director in their absence.

This is a full-time, exempt position and is a member of the executive management team.

Duties may include, but are not limited to the following:

• 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.
• Oversees the safety and security of the center, its employees and equipment; responds to changes in County, State, or Federal threat levels and adjusts 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.

A bachelor's degree in communications, management, or human resources and a minimum of 5 years' responsible experience in 911 communication center operations, including considerable supervisory experience; experience developing and implementing policies and procedures required and experience in departmental budget development. Any combination of college-level training and work experience that demonstrates the knowledge, skills and abilities to perform the above-described duties is qualifying.

Necessary Special Requirements

• Must possess a minimum Basic DPSST Telecommunicator and Emergency Medical Dispatcher certification within 18 months of hire.
• Must complete required DPSST Mid-Management training within 18 months of hire.
• Must complete required ICS classes within 18 months of hire.
• Must possess and maintain LEDS certification.

Knowledge, Skills and Abilities

• 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 911 communication center; the operational characteristics of the equipment used in public safety communications including multi-line telephone systems, radio systems and computer systems.
• Considerable knowledge of the principles of supervision and personnel practices, training techniques and objectives.
• Ability to plan, coordinate, direct and review the activities of subordinate employees; 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. Complete projects within given timelines.
• Ability to work with a diverse group of people including elected officials, physicians, dispatchers, all levels of police, fire and EMS personnel.
• Ability to develop and execute well-formed action plans. Ability to identify opportunities and problems and analyze a range of possible actions or responses. Proven track record of building positive relationships within the community. Demonstration of situational awareness and adaptability in highly charged political scenarios. Knowledge of the National Incident Management System (NIMS) and ability to work within an ICS structure.
• Ability to understand, write and manage a divisional and/or program budget. Use of sound fiscal and financial management practices leading to effective and efficient use of resources.
• Ability to provide successful communication of management policies, goals and priorities to Agency personnel. Establish well developed performance objectives and goals that are widely understood.
• Knowledge of current industry events and challenges - anticipate and communicate opportunities and challenges for the Agency, study relevant issues, maintain a pro-active approach with a long-term view.
• Knowledge of labor laws, employment laws including family leave and wage and hour laws.
• Ability to operate standard office machinery and thorough knowledge of computer programs and software such as Microsoft office products.
• Ability to exercise good judgment, common sense and emotional intelligence in accomplishing responsibilities and in interactions with others.
• Ability to apply a high level of initiative, discretion and judgment in accomplishing assigned tasks; ability to work under stressful and emotional conditions; ability to maintain confidentiality.
• Ability to establish and maintain effective relationships with those contacted in the course of work.

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. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Supervision Received/Exercised

The Operations Manager position receives direct supervision from the Agency Assistant Director. This position directly supervises the Operations Supervisors and Administrative Supervisor and indirectly oversees all operations personnel.