Communications Manager

Job Title

This position provides overall direction, planning and management for the 911 Communications Center.

Major Duties

Provides overall managerial and strategic direction to the 911 Center: establishes policies and procedures within departmental and/or City constraints.

Provides guidance on the selection, training, and performance of 911 staff through subordinate supervisory personnel; conducts annual performance evaluations on assigned personnel.

Makes decisions/recommendations regarding the recruitment, selection, and hiring of personnel.

Manages and oversees employee training and certifications programs; monitors and analyzes the center's operating procedures, designs and implements changes as needed.

Develops and oversees employee work schedules to ensure adequate coverage and control.

Administers emergency communications operations and activities to ensure timely receipt, dispatch, and handling of emergency communications transactions.

Receives and investigates complaints and suggestions from citizens, external agencies, and center personnel and recommends and/or takes appropriate action(s) to resolve the problem.

Develops long and short range plans, goals, and objectives for the Communications Center; evaluates efficiency and effectiveness of operations, procedures, and use of resources; recommends and/or implements improvements as required.

Manages the CAD system database; Manages the CodeRED system; Manages the Whelen Community Alert System.

Secures and maintains records of emergency calls received and dispatched in accordance with Georgia Records Retention Schedule; testifies in court.

Assumes primary responsibility for operational procedures, directives, and communications operation implementation by department employees in accordance with national standards.

Networks with other public agencies in regards to operations, directives, and procedures.

Makes recommendations regarding the purchase of equipment; oversees and manages the installation, maintenance, and repair of department equipment.

Presents information to the public on 911 services; conducts presentations before various civic and business organizations.

Attends schools and seminars to remain informed of changes in legislation and Public Safety Communication trends and developments; attends available training on management theories, fiscal responsibility, leadership, and related skills.

Performs other related duties as assigned.

Minimum Qualifications

High school diploma or equivalent, supplemented by 5 years of progressively responsible experience administering the operations of an emergency communication center, to include three(3) years of supervisory or leadership experience in a 911 operations center or equivalent and at least seven (7) years' experience in the field, with GCIC Full Terminal Operator certification.

Knowledge Required by the Position

Knowledge of emergency response processes and resources;

Knowledge of 911 emergency communications operations; Knowledge of NCIC and GCIC standards and regulations;

Knowledge of computers and job related software programs;

Knowledge of trunking and conventional radio systems

Familiarity with police, fire and other public safety operations, particularly as related to emergency response;

Skill in coordinating, managing, and directing employees;

Skill in identifying operating issues and developing long-term resolutions;

Skill in motivating personnel to pursue excellence in a critical function;

Skill in oral and written communication;

Skill in public and interpersonal relations;

Ability to plan and manage operations of a 911 communications center.

Supervisory Controls: Work is performed under the direct supervision of the Support Services Division Commander.

Guidelines: Guidelines include Federal Communication Commission rules and regulations, N.C.I.C and G.C.I.C. rules and regulations, Georgia Open Records Act, the East Point Police Department Standard Operating Procedures and the CAD Administrator Manual.

Complexity: The work consists of a variety of administrative and clerical duties.

Personal Contacts: Contacts are typically with co-workers, public safety officials, council members, vendors, other City employees and the general public.

Purpose of Contacts: Contacts are typically to give and exchange information and to provide services.

Physical Demands: The work is typically performed while sitting at a desk. The employee occasionally lifts light or heavy objects.

Work Environment: The work is typically performed in an office.

Supervisory and Management Responsibilities: This position has direct supervision over Communications Center Supervisors.

Special Certifications and Licenses: Law Enforcement Communications Certification (LEC) and recertification every 2 years; Fire Services Communication Certification (FSC); Emergency and recertification every 2 years; Medical Dispatch (EMO) Certification National Incident Management System (NIMS) JOO, 700, 200, 800, and classroom 300 and 400 certifications, American Heart Association CPR certification.

Preferred Qualifications: Bachelor's Degree in business or public administration, criminal justice, public safety, or a related area. Equivalent professional experience may be considered for substitution for the required degree on an exception basis. Five (5) years' experience as a manager or assistant operations head in a medium to large 911 center. GCIC Full Terminal Operator certification required.