NTECC-Emergency Communications Operations Manager

Operations Manager

The Operations Manager oversees and manages the daily functions of the Operations Department for the North Texas Emergency Communications Center (NTECC). Demonstrates a strong leadership presence that promotes the NTECC mission, vision, and strategic plans. This position works with considerable independence under the general supervision of the Director of Emergency Communications and collaborates with NTECC personnel as well as customers.

Essential Functions:

• Supervises assigned employees; prioritizes and assigns work; conducts performance evaluations to ensure staff are sufficiently trained; makes hiring, termination, and disciplinary recommendations.
• Facilitates employee relations, to include mediating workplace conflicts, advising and assisting in the resolution of grievances, preparing management responses, participating, and advising in employee performance management processes, participates in conducting internal investigations.
• Assesses daily activities of direct reports; reviews dispatch audio recordings; evaluates statistical reports; counsels and mentors assigned employees as needed.
• Monitors equipment and works with NTECC staff and vendors to resolve equipment failures.
• Contributes to the development of the annual budget.
• Participates in the development and review of policies, procedures, long and short-range plans and strategy guidelines for operations to ensure reliable emergency communications.
• Must be available to respond to critical issues during non-business hours.
• Supports the NTECC culture by assisting co-workers as needed with guidance and training.
• Supports the relationship between the NTECC and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and NTECC staff.
• Maintains high level of confidential and sensitive information in a discrete and professional manner.
• Maintains the integrity, professionalism, values, and goals of the NTECC by assuring that all rules and regulations are followed, and that accountability and public trust are preserved.
• Punctual and regular attendance to/at work; work the assigned schedule and comply with the timekeeping policies and procedures. Able to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night). Must be available to respond to critical issues during non-business hours.
• Performs other duties as assigned.

Minimum Qualifications:

• Ability to collaborate, work with, supervise, direct, effectively communicate, and develop a diverse team and assigned personnel. Ability to work within the policies, guidelines, and the NTECC culture, including the core values of trust, professionalism, accurate and timely, teamwork, and our people.
• Ability to address multiple demands simultaneously; prioritize work and respond to difficult situations under stress of time or circumstances; remain professional and operate effectively in high stress situations.
• Analyzing and interpreting statistical reports and utilizing the data to improve individuals' and the NTECC's performance.
• Apply a high level of initiative, discretion, and judgment in accomplishing work.
• State and federal laws, regulations, and statutes governing dispatch for emergency services.

Minimum Qualifications and Conditions of Employment:

• Education: Bachelor's degree in Business, Public Administration, Communications, or related field.
• Experience: Five (5) years of progressively responsible experience in a public safety communications center which includes supervisory responsibilities.
• Knowledge of public safety strategies, practices, and technologies.
• Must be at least 18 years of age.
• Must pass all applicable pre-employment screenings to include a drug screen and background investigation.
• Communicate clearly and concisely both verbally and in writing.
• Must read, write, and speak English.
• A valid Texas Driver's License may be required or be able to obtain one within 90 days of employment.
• Must be able to pass FBI criminal background fingerprint check and comply with state and federal requirements for criminal justice information security standards.
• Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.

License and Certification:

• Position requires successful completion of all required certifications within (1) year and continuous education training for current license(s). Certifications include Texas Commission on Law Enforcement (TCOLE) Public Safety Telecommunicator License; NCIC/TCIC full access, CPR, IAED Emergency Medical Dispatch and IAED Emergency Fire Dispatch.
• Depending on the needs of the NTECC, additional licenses and certifications may be required.

Supplemental Information:

Physical Demands and Working Environment: Work performed is primarily an office classification in a call center/dispatch environment, although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to effectively communicate in person and over the telephone and radio. Positions in this classification occasionally (daily, weekly, or monthly) bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees may be required to lift, carry, push, and pull materials and objects weighing up to 25 pounds. Employees work in an office environment with moderate noise levels, controlled temperature conditions, and minimal direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation. Work is performed in a fast paced, high volume call center environment; incumbents must remain alert and responsive while coordinating stressful situations in a fluid and dynamic work environment.

NTECC is an Equal Opportunity Employer and encourages applications from all persons without regard to race, creed, color, national origin, religion, gender, age, marital status, disability, sexual orientation, veteran status, genetic information, or any protected class in accordance with the law. NTECC provides reasonable accommodation for its employees and the public with disabilities, including veterans. For more information, please contact NTECC Administrative Services.

Competitive compensation package and excellent benefits options for Medical, Dental and Vision insurance for employees and their dependents that will begin from date of hire. Medical premiums are as low as $0.00 per paycheck for employee only coverage and dental premiums are covered at 100% for employee only coverage. For complete details, refer to the Town's Human Resources Total Compensation page.

Addison participates in the Texas Municipal Retirement System (TMRS) with a 7% employee contribution with 14% Town contribution at retirement. Fully vested after 5 years.

Optional deferred compensation 457 Plan with 2/3 Town matching contribution, up to 4% after new hire trial period.

Tuition reimbursement program at 50% of tuition cost.