PSAP Operations Manager

DEPARTMENT PURPOSE

The Spokane United 911 Network (SUN) is dedicated to safeguarding the lives and property of the community by serving as the first point of contact in emergencies. Operating 24/7, the department provides prompt, professional, and compassionate response to 9-1-1 calls and other emergency communications. Our primary mission is to accurately gather and relay critical information to law enforcement, fire, and emergency medical services, ensuring the fastest and most effective deployment of resources. Through excellence in communication, situational awareness, and coordination, the SUN Department plays a vital role in the public safety ecosystem.

POSITION PURPOSE

The Operations Manager is responsible for overseeing the daily operations of the Spokane United 911 Network (SUN) to ensure the consistent, efficient, and effective delivery of emergency communication services. This role manages call‑taking and dispatch functions, supervises staffing and scheduling, and ensures compliance with department policies and standard operating procedures. The Operations Manager provides leadership and support to shift supervisors and frontline staff, addresses operational challenges and performance issues, and collaborates with law enforcement, fire, and EMS agencies to enhance coordination and response. Additionally, the position plays a critical role in crisis management, particularly during large‑scale incidents or system disruptions, ensuring continuity of service and public safety.

SUPERVISION EXERCISED

The Operations Manager provides direct supervision to shift supervisors and frontline staff within the Spokane United 911 Network (SUN). This includes leading by example to foster a professional, motivated, and cohesive team environment. The manager is responsible for implementing ongoing training programs, mentoring staff, and promoting continuous skill development to maintain high performance standards. Through effective communication and team‑building strategies, the Operations Manager ensures staff are well‑prepared, confident, and collaborative in delivering emergency communication services. The manager also addresses performance issues promptly and supports a positive workplace culture that emphasizes accountability, respect, and operational excellence.

KEY RESPONSIBILITIES

Manage the daily operations of the municipal SUN to ensure efficient, accurate, and timely emergency call‑taking and dispatch services. Oversee staffing, scheduling, and shift assignments in a unionized environment to maintain full operational coverage and compliance with labor agreements. Enforce adherence to department policies, procedures, and standard operating guidelines. Provide strong leadership, training, and ongoing support to shift supervisors and frontline staff, fostering professional development and team cohesion. Collaborate closely with law enforcement, fire, and EMS agencies to coordinate seamless emergency response efforts across the municipality. Monitor and evaluate staff performance, addressing issues promptly and effectively. Assist in crisis management during large‑scale incidents or system outages, ensuring operational continuity. Promote a positive work culture by implementing team‑building strategies that enhance cooperation and morale. Review and update operational procedures and workflows to improve efficiency, accuracy, and service quality. Assist with recruitment, onboarding, and comprehensive training programs, ensuring new hires are prepared to meet departmental standards. Manage technological resources and equipment to optimize call‑taking and dispatch operations. Conduct regular audits, quality assurance reviews, and compliance checks to maintain high operational standards. Serve as a point of escalation for operational concerns, resolving issues swiftly and maintaining open communication with applicable stakeholders. Prepare and present reports on operational metrics, staffing, and incident response. Support continuous improvement efforts through data analysis, feedback, and innovation. Perform related duties as assigned.

REQUIREMENTS

Knowledge of: Federal Communications Commission (FCC) regulations and guidelines related to 9-1-1 services and emergency communications. Washington State public safety laws, regulations, and standards governing emergency communications, including compliance with the Washington State enhanced or next‑generation 911 emergency communications program requirements and relevant municipal codes. Public safety systems such as Computer Aided Dispatch (CAD), Records Management System (RMS), 9-1-1 trunks, radios, communication systems, and other dispatch technologies. Sun operations, emergency response protocols and workflows that support effective public safety operations. Local government operations, budgeting, and municipal public safety priorities impacting Sun functions and resource allocation. Crisis management principles and protocols, including incident command systems (ICS) and National Incident Management System (NIMS) as applied in public safety communications. Best practices and standards set by the National Emergency Number Association (NENA) and the Association of Public‑Safety Communications Officials (APCO). Skill in: Utilizing emergency communication technologies and computer‑aided dispatch (CAD) systems commonly used in Washington State to monitor operations and enhance service delivery. Using data management and reporting tools to compile operational reports and track key performance indicators. Implementing and managing training programs that enhance staff competencies and ensure compliance with industry standards and legal requirements. Applying project management techniques to lead operational improvements and manage special initiatives within the SUN. Conflict resolution and collaboration within a unionized workforce to maintain positive labor relations and workplace harmony. Ability to: Lead and coordinate multi‑agency emergency response efforts involving law enforcement, fire, and EMS, ensuring compliance with state and local protocols and fostering effective inter‑agency communication. Develop, implement, and enforce standard operating procedures (SOPs) and training programs aligned with state best practices, industry standards, and municipal policies to ensure operational efficiency and legal compliance. Effectively communicate complex information clearly and diplomatically with staff, union representatives, public safety agencies, elected officials, municipal leadership, and the public. Manage stressful situations calmly and decisively, maintaining operational control during emergencies and system disruptions. #J-18808-Ljbffr APCO International