Operations Manager

Position: Operations Manager

Reports to: Deputy Director of Operations

FLSA Status: Exempt

Last Updated: 10/06/2026

Vision Statement: Connecting Lives, Surpassing Expectations

Core Values: Compassion, Professionalism, Integrity, Respect, Unity, Accountability, Adaptability

Position Summary:
The Operations Manager coordinates, plans, directs, and oversees the daily operations of the Jeffcom Consolidated Emergency Communications Center. The Operations Manager provides strategic leadership for communications center operations through workforce planning, succession planning, operational performance measurement, continuous improvement initiatives, and organizational development. This includes managing all functional areas, including Police Dispatch, Fire Dispatch, and Call-Taking, and ensuring that all operations follow established policies, procedures, and professional standards.

The Operations Manager creates and maintains good, professional, working relationships with agency partners to ensure clear communication and support. The Operations Manager works closely with agency partners to make meaningful change and support initiatives both internally and externally for the overall success of both Jeffcom and the agency. The Operations Manager promotes a positive organizational culture through employee engagement, coaching, accountability, recognition, and professional development initiatives.

This position includes responsibility for supervising personnel, supporting frontline supervisors, and analyzing and maintaining appropriate staffing levels to ensure continuous 24-hour coverage. The Operations Manager monitors real-time operations, provides guidance during critical incidents, and makes operational decisions to support effective emergency response and responder safety. The role also coordinates resources and communication during complex or large-scale incidents to support efficient, accurate service delivery. The Operations Manager monitors operational performance metrics, staffing trends, service levels, and resource allocation to ensure the organization achieves its goals and meets contractual obligations.

Administrative responsibilities include evaluating performance, supporting training and development efforts, participating in quality assurance processes, and contributing to the development and implementation of policies and procedures. The Operations Manager works closely with other managers and partner agencies to ensure that emergency, non-emergency, and administrative calls for service are answered promptly and handled appropriately.

The position monitors and supports the timely and accurate dispatch of police, fire, and emergency medical services and contributes to protecting life, health, safety, welfare, and property within the community.

Supervision Received:
Works under the general supervision of the Deputy Director of Operations.

Supervision Exercised:
Provides general supervision over supervisory and line staff, offering direction, oversight, and performance management while allowing supervisors responsibility for day-to-day operational decisions.

Essential Duties, Functions and Responsibilities:
(The duties listed are intended only as illustrations of the various types of work that may be performed and are in no way construed or perceived to be exhaustive. The employee may also be required to perform additional functions and duties as assigned.)

Plan, manage, organize, and monitor the operation and maintenance of each section of the communications center (police dispatch, fire dispatch, call taking).

Collaborate with the Scheduling Team on the coordination, planning, and scheduling of staffing needs for each section. Oversee attendance records and approve exceptions for leave requests.

Provide direction to supervisors and specialists to ensure customer service, oversee staff duties, support supervisors and specialists in dealing with difficult matters or people, assign and schedule tasks for supervisors.

Supervise and continuously evaluate supervisors and other personnel; correct work deficiencies; recommend and implement performance improvement plans; recommend commendations and awards for superior performance; issue oral and written corrective actions; and recommend formal disciplinary actions to the Executive Director.

Prepare and conduct timely and constructive performance appraisals.

Coach the leadership group on deficiencies and develop plans to support and help them overcome them. Develop future leaders through mentoring, succession planning, and leadership development initiatives.

Coach, counsel, and support staff to maximize efficiency and effectiveness. Consistently educate and advise on organizational rules, regulations, policies, and procedures while demonstrating proper application of such at all times. Support creative thinking and problem solving and encourage participatory decision making when appropriate.

Conduct personnel investigations on complaints, policy violations, and related matters. Make recommendations on disciplinary findings and actions to the Deputy Director of Operations.

Work with other managers to develop and implement goals, objectives, policies, and priorities for the communications center.

Provide advisory support and act as a liaison to committees, vendors, community partners, the public, and regulatory agencies; build partnerships and coalitions.

Attend and participate in professional group meetings and committees; stay abreast of new trends and innovations regarding communications center operations, call-taking and dispatch services; research emerging products and enhancements and their applicability to the communications center's needs; take advantage of professional growth opportunities.

Monitor changes in regulations that may affect operations; implement policy and procedural changes after approval; adhere to applicable local, state, federal, or tribal statutes and codes as appropriate.

Work as part of the management team to assist the Deputy Director in preparing and administering the budget as it pertains to each section. Demonstrate fiscal responsibility and work within specified parameters as directed.

Work as part of the management team to recommend for adoption, develop, review, update, and implement policies, procedures, operating guidelines, technology, and staffing that are current, applicable, and sustainable.

Develop and standardize procedures and methods to improve and continuously monitor the efficiency and effectiveness of programs, service delivery methods and procedures; assess and monitor workload and administrative support systems; identify opportunities for improvement and recommend them to the Deputy Director.

Develop staff work plans, measure and track progress towards goals; conduct and document timely and constructive performance feedback.

Plan and participate in processes for hiring, promotion, transfer, and other personnel actions and make recommendations for same.

Support call-takers, dispatchers and supervisors during critical incidents.

Identify new hire and ongoing training and education needs for all levels of staffing and provide information to the Support Services Manager for program development.

Represent Jeffcom and participate in various industry meetings: Board of Working Advisors for Colorado Bureau of Investigation (CBI), inter-jurisdictional organizations; JCECA, PUC 911 Task Force, and at interoperability and communication meetings; ensure ongoing collaboration with neighboring PSAPS (Public Safety Answering Points) to provide high-quality public safety services; foster ongoing communication with emergency agencies within the Jefferson County Emergency Communications Authority, the Adams County Emergency Authority, and other surrounding counties.

Review and analyze operational performance reports and provide recommendations to leadership and member agencies regarding service delivery and operational effectiveness. Ensure that all reports, forms, and other records necessary or appropriate for the efficient and effective operation of the Communication Center are prepared/generated, filed, and maintained in accordance with all federal, state, and local laws, regulations, codes, and standards

Meet regularly with communications center personnel to inform and advise and gather feedback from employees.

Act as Jeffcom liaison for regional systems, SWAT callouts, etc., to contribute to the success of the system for all parties

Perform necessary CJIS duties as the agency CBI Coordinator, including but not limited to obtaining OSNs for new employees, overseeing audits, identifying and reporting misuse, and managing terminal IDs and routing

Maintain confidentiality of all information regarded as protected by agency policy and local, state, and federal law, including information obtained through protected databases including CJIS, records management systems, and the 911 system, information contained in calls for service, and personnel information

Represent Jeffcom and self in a professional manner at all times

Work cooperatively with vendors, emergency responders, members, user agencies, and co-workers.

Remain calm and effective during emergencies, even during heavy workloads; exercise good judgment; prioritize emergent and non-emergent situations accurately; and obtain and act on information quickly and accurately.

Make presentations to public groups, local government representatives, management, and boards.

Oversee and/or participate in Advisory Planning Teams and industry working groups or committees.

Perform multiple tasks simultaneously while remaining detail oriented.

Investigate and analyze information/data and draw accurate conclusions.

Read, write, speak, and understand the English language at a level adequate to perform the duties of the position.

Work more than 40 hours per week, as required, including evenings, holidays, and weekends, and be on call as needed to maintain 24-hour coverage of the emergency communications center during severe personnel shortages and disasters.

Perform all other duties as assigned.

Minimum Education, Experience, License and Certification Requirements:

Working knowledge and operational understanding of emergency communications systems (hardware and software) including computerized 911 phone system, voice logging recorder, CCIC/NCIC, MSAG 911, CAD (Computer Aided Dispatch) systems, radio systems (hardware and software), GIS (Geographic Information Systems) and applications in CAD, records management system, alarm monitoring systems, and EMD (Emergency Medical Dispatch), EFD (Emergency Fire Dispatch) and EPD (Emergency Police Dispatch) protocols.

Possess a high school diploma or G.E.D.

Bachelor's Degree preferred.

Minimum of five (5) years' experience required as an emergency dispatcher or a combination of experience and training that would provide the required knowledge, skills, and abilities.

Three (3) years' supervisory experience required.

Managerial experience at a 911 center preferred.

Preference given to those who have achieved a communications center certification such as NENA CMCP, NENA ENP, or APCO RPL.

Preference given to those who have worked in a consolidated center.

In-depth knowledge of federal, state, and local procedures, standards, and regulatory requirements regarding an ECC (Emergency Communications Center).

Ability to obtain CCIC/NCIC certification within six (6) months of hire. This includes passing a background check. Ability to remain drug and alcohol free; marijuana use is not allowed, even if medically prescribed.

Possess and maintain a valid Colorado driver's license and acceptable driving record.

Possess and maintain valid certifications for positions supervised.

Required Knowledge, Skills and Abilities:

Knowledge of personnel management principles and methods, including but not limited to supervision, leadership, motivation, coaching,

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