Head of Operations & Business Management

ECC Operations Manager

City of Raleigh Municipal Government

The Emergency Communications Operations Manager supervises the Emergency Communications Center personnel responsible for receiving calls and dispatching emergency and non‑emergency calls during a shift. The role ensures efficient emergency communications operations by overseeing activities, managing staff, implementing procedures, managing projects and events, and maintaining systems. The manager works on the 911 operations floor as necessary, provides leadership to the supervisory team, allocates resources, ensures coverage for emergency incidents, develops operational policies, issues disciplinary action, and oversees payroll and assistance with FMLA and ADA requests.

Emergency Communications Managers must remain calm and professional under pressure, accurately assess and prioritize incidents, manage assigned groups, direct during critical incidents, and provide clear instructions to staff, callers and responders, including life‑saving pre‑arrival guidance. They maintain detailed records in the computer‑aided dispatch (CAD) system in real time.

Duties and Responsibilities

Supervise, manage, and evaluate assigned employees; make decisions about hiring, discipline, and/or termination; prioritize and assign work; develop and oversee employee work schedules; approve time away from work; provide and facilitate employee training and development; address employee concerns; counsel and/or discipline as appropriate; complete performance appraisals; recommend salary changes; and act as liaison between employees and management.

Manage the daily operation of the Operations staff, monitoring work activities to ensure effective and timely processing of emergency and non‑emergency calls, dispatching public safety responders, and responding to citizen concerns to ensure optimal 911 service delivery.

Perform all duties and responsibilities of the Emergency Call Taker classification when necessary.

Advise staff on difficult issues and make decisions on exceptional situations to manage and implement appropriate services and assistance.

Promote continuous improvement of the organization; evaluate operations to create strategies for optimum efficiency and effectiveness, and guide policy development.

Develop employee training materials for educational purposes.

Coordinate major/multi‑agency, large‑scale emergency events by allocating appropriate personnel, making proper city and county notifications, and ensuring effective communication between Incident Command and ECC personnel.

Provide oversight of secondary training programs by evaluating trainee progress, trainer effectiveness, identifying performance deficiencies, and determining remedial training or disciplinary action; maintain training records and perform remedial training.

Investigate, review, and resolve personnel issues and complaints from internal and external customers; issue progressive discipline; identify employees requiring agency intervention based on performance patterns.

Work all shifts, including nights, weekends, holidays, and inclement weather.

Typical Qualifications

Education and Experience:

Associate's Degree or 2 years of college in Business, Communications, Criminal Justice, Public Administration, Emergency Management, or related field; 5 to 7 years' experience in emergency communications, emergency dispatch, supervisory experience, or a related field. OR Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

Licenses and Certifications

Ability to obtain and maintain certifications in the following:

North Carolina Office of EMS Credentialing

Emergency Medical Dispatch (EMD)

Emergency Fire Dispatch (EFD)

DCI

CPR

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management

Benefits

Medical insurance

Vision insurance

401(k)

Pension plan

Paid maternity leave

Paid paternity leave

Tuition assistance

Disability insurance

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