911 Communications Operations Manager

Job Description

Job Description

JOB TITLE: Communications Operations Manager

FLSA DESIGNATION: Exempt

OCCUPATIONAL CATEGORY: Official and Managers

ORGANIZATIONAL RELATIONSHIPS:

1. REPORTS TO: Director of Communication Center

2. DIRECTS: Communications Supervisors / Communications Training Officers

3. OTHER: Deals with the general public, other city staff, and outside agencies

OBJECTIVES:

Reporting directly to the Director of the Communications Center, HLRECC, responsible for providing oversight and guidance, related to all aspects of the Emergency Communications Center, including Operations, Personnel, Education, Quality Improvement, Budget and business practices.

GENERAL STATEMENT OF DUTIES:

• Responsible for the overall administration of the Operations and Training within the Emergency Communications department

• Assumes the duties of the Director of Emergency Communications when needed

• Oversees the operations and training to ensure operational performance is compliant with established measures and guidelines

• Demonstrates exceptional decision-making skills, leadership development, and command control by mentoring, developing, coaching, evaluation, and discipline of personnel

• Assists the Director with strategic planning, process improvement cycles, and determining best practices

• Coordinates within the department, Emergency Services departments, and other internal and external partners to ensure quality of service and care

• Provides proactive and constant system-wide communications including system information, policies, and updates to the department

• Manages and increases the effectiveness and efficiency of the department, through improvements to each division

• Assists the Director in the preparation of the annual budget, including projections of needs, and monitors and manages given operational division budget(s)

• Knowledgeable of the laws, regulations, and policies governing the department, as well as advanced practices, procedures, and techniques

• Keeps the Director and other designated personnel fully and accurately informed concerning work progress, barriers, and red flags

• Investigates internal and external complaints and ensures all complaints are thoroughly and objectively investigated, reported and improved

• Performs short-term and long-range planning for staffing needs

• Ensures all applicable local, state, and federal human relations policies and practices are followed

• Provides guidance, direction, support, and supervision to Shift Supervisors, and evaluates that the performance of Shift Supervisors is in accordance with established measures and best practices

• Oversees performance improvement plans, career ladder progression, and minimum training standards to ensure that criteria are met

• Oversees the disciplinary action process and personnel issues, coordinating actions with the Director

• Verifies accuracy of all employee performance evaluations, merit eligibility, promotion requirements, and attendance expectations

• Evaluates the needs of the department to identify gaps, and implements measures to mitigate those gaps

• Guides the development of standards, procedures and applicable policies related to Emergency Communications

• Oversees and ensures the development of programs to meet the needs of the City (to include all jurisdictions and agencies within Burnet County, Western Region and Service Areas) for radio/data interoperability, resource coordination, and emergency communications standards

• Attends meetings, conferences, workshops, and training sessions and reviews publications and audio-visual materials to become and remain current on principles, practices, and new developments in Emergency Communications

• Provides oversight and guidance to all teams within Emergency Communications

• Performs special duties as assigned

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND TRAINING:

Knowledge of; personnel policies and standard operating guidelines; training manual, radio transmission procedures and FCC rules and regulations governing operations of radio and teletype transmitting and receiving; Emergency Medical Dispatch, Emergency Police Dispatch and Emergency Fire Dispatch Protocols use.

Skill/Ability to; train, supervise, motivate, and evaluate staff; Operate standard office equipment to include Center Software systems and other Public Safety Communications systems. Recording and electronic data communications equipment; demonstrate proficiency in both oral and written communication; understand and follow instructions, policies, standard operating guidelines, rules and regulations; analyze information and formulate quick, effective, and reasonable responses; work tactfully with the general public; speak clearly and concisely; accurately handle several items at once during stressful situations; maintain accurate records; work varied shifts; and establish and maintain effective working relationships with co-workers.

PHYSICAL AND ENVIRONMENTAL CONDITIONS:

The Operations Manager is required to lift and carry up to 20 pounds and to pull, push, or drag up to 50 pounds of materials and supplies. The Operations Manager must be able to stand or sit for extended periods. He or she must be able to wear a headset to communicate over the phone and radio. The Operations Manager uses eyes, ears, hands and fingers to perform assigned duties and responsibilities rapidly and works various hours and days to accommodate required operations. He or she must also be able to stand or sit for up to four (4) hours minimum. This position requires the employee to have 20/20 vision with or without corrective lenses and must first perceived forced whispered voice at greater or equal to five (5) feet with or without a hearing aid. The job of Operations Manager is performed mainly indoors in a climate-controlled environment.

EDUCATION, WORK EXPERIENCE, CERTIFICATIONS AND LICENSES REQUIRED:

1. Bachelor's degree in a related field.

2. Telecommunicator Certificate from the Texas Commission on Law Enforcement.

3. Eight (8) years of management experience in a public safety setting with demonstrated accomplishments and organizational achievements

4. Four (4) years of experience in education, training, and quality assurance in a public safety dispatch or related field

5. Four (4) years of experience working with Radio Frequency (RF) systems, telephone network design and operation, Computer Aided Dispatch (CAD) configuration/operation, and statistical data analysis/performance measures

6. Motorola Flex Experience and Motorola Flex System Agency Administrator certification preferred.

7. Successful completion of Center Manager Certification Program (CMCP) and/or Communications Center Manager (CCM) within 1 year of position.

Any work-related experience resulting in acceptable proficiency levels in the above Education, Work Experience, Certifications and Licenses Required is an acceptable substitute for the above specified education and experience requirements.

Must meet the hiring requirements outlined by the Texas Commission on Law Enforcement.