Head of Operations & Business Management

Are you a proven leader with a passion for public safety, operational excellence, and developing high-performing teams? We are seeking an experienced 9-1-1 Operations Supervisor to join one of the region's largest and most dynamic emergency communications centers. WCCCA is the second largest primary 9-1-1 Center in Oregon, providing 9-1-1 emergency communications for over 15 police and fire agencies that serve Washington County and also provide fire service into Clackamas, Yamhill and Multnomah Counties.

This is an opportunity to supervise a group of dedicated professionals who serve as the critical link between the public and first responders. As our Operations Supervisor, you will supervise and coordinate the day-to-day operations of the 9-1-1 dispatch center on an assigned shift. This position is responsible for assigning, scheduling, directing and reviewing work of emergency dispatchers and call takers on an assigned shift. This is a non-exempt, non-represented position required to work varied shifts.

If you thrive in a mission-driven environment where your leadership directly impacts the safety of the communities we serve, we invite you to apply.

This position supervises and coordinates the day-to-day operations of the dispatch center. An employee in this classification is expected to respond to emergencies or high-priority incidents involving the center at any time.

May serve in the capacity of the Operations Manager in their absence.

Duties may include, but are not limited to the following:

Provide and exhibit leadership to staff, work teams and fellow employees. Serve as a role model for accomplishing the Agency’s goals and objectives. Provide direction and set standards for excellence in internal and external customer service. Promote professionalism with a creative approach to problem resolution using emotional intelligence that creates a positive experience for the customer (employee, user, officer, citizen).

Provide leadership in emergency situations. Coordinate and direct emergency incidents in the Communications Center. Ensure notifications are made per protocol.

Ensures that periodic tests of Agency equipment and back-up systems are conducted. Transfer dispatch operations to and sets-up the back-up site when necessary.

Serve as a member of the department leadership team. Evaluate employee performance and program effectiveness and take action for improvement as necessary.

Supervise dispatch staff as assigned and ensure Agency goals and objectives are met. Schedule, assign, and review work. Conduct timely performance evaluations.

Troubleshoot equipment failure and ensure notification is made to technical staff.

Prepare monthly shift schedule and ensure daily minimum staffing levels are met; schedule and approve time off; review daily payroll and accurately transmit timesheets for processing.

Investigate comments, complaints and/or inquiries and take appropriate course of action as necessary. Conduct disciplinary process according to collective bargaining agreement and Agency policy.

Provide assistance to staff members as needed, acting as an advocate for assigned employees to management staff in problem-solving situations.

Serve as a Calltaker, Police or Fire Dispatcher in emergency situations or as required.

Attend, participate and represent the Agency in legal and administrative meetings, committees, work and technical groups in matters pertaining to employees, operations and to coordinate emergency services at the direction of the Operations Manager. Advance and protect the interests of the Agency and its users in all matters and at all times while representing the Agency.

Work in coordination with the Administrative Supervisor and/or Training Coordinator on scheduling training for operations, assist with development and management of performance improvement plans for career employees and provide mentorship to coaches and trainees in the absence of the Training Coordinator.

Conduct call reviews to determine adherence to Agency standard operating guidelines and to identify possible training issues.

Assist the Operations Manager in maintaining the Operations budget.

Ensure building security after business hours and screen Agency visitors in accordance with Agency policy.

Actively promotes safety, diversity, professionalism and Just Culture (SBRG) in the workplace.

Models agency safety practices to employees, completes injury report forms if necessary, and reports any safety hazards in the workplace to Administration.

Complete mandated training and participate in career development.

This position is designated as Essential Personnel and the employee must be able to work shifts that span a 24-hour period (i.e. day, swing and graveyard shifts) including weekends and holidays. This position also serves off-shift and provides on-call support to operations.

Ensure duties and tasks are conducted in accordance with the Agency Safety Program.

Perform other duties as assigned.

A minimum of three years of demonstrated progressive responsibility as a 9-1-1 communications dispatcher or in the communications center operations; demonstration of experience and/or education in conflict management and interpersonal communication; experience in training, coaching or acting as a lead 9-1-1 dispatcher; and demonstrated ability to establish and maintain effective working relationships with those contacted in the course of supervisory duties. Any combination of college-level training and 9-1-1 work experience that demonstrates the knowledge, skills and abilities to perform the above-described duties is qualifying. High school diploma required.

Licensing and Certification

Possess and maintain a Basic DPSST Telecommunicator and Emergency Medical Dispatcher certificate

Possess and maintain CPR/AED certification

Possess and maintain LEDS certification

Desired Experience and Training

Participation in collaborative group assignments; experience in leading a group or team

Multi-Discipline Dispatcher (working in call taking, police, fire and medical dispatching)

Previous supervision experience

Experience working through complex personnel matters

Knowledge, Skills and Abilities

Considerable knowledge of the methods, policies, procedures and operations of a public safety communications center. Strong knowledge of the principles of supervision, experience working through complex personnel matters and the operational characteristics of the equipment used in public safety communications.

Ability to plan, coordinate and direct the activities of subordinate employees; communicate effectively both verbally and in writing to superiors and subordinates; maintain records; prepare clear and accurate reports; remain calm, and to think and act quickly exercising good judgment, common sense and emotional intelligence in the application of established policies and procedures.

Ability to apply a high level of initiative, discretion and judgment in accomplishing assigned tasks; ability to work under stressful and emotional conditions; ability to maintain confidentiality.

Ability of establishing and maintaining effective relationships with those contacted in the course of work.

Ability to complete DPSST required. Supervision training within 1 year of promotion.

Ability to complete Multi-Discipline training within 18 months of promotion.

Knowledge of standard office machinery and thorough knowledge of phone and computer programs and software such as Microsoft office products.

Ability to exercise good judgment, common sense and emotional intelligence in accomplishing responsibilities and in interactions with others.

Ability to apply a high level of initiative, discretion and judgment in accomplishing assigned tasks; ability to work under stressful and emotional conditions; ability to maintain confidentiality.

Ability to establish and maintain effective relationships with those contacted in the course of work.

This recruitment may be used to establish an eligibility list to fill both current and future vacancies in this classification. Final appointment is determined by the Executive Director.

Physical Demands
Sit, walk and stand for extended period of time. Stoop, lift, carry, push, pull, or otherwise move objects weighing up to 15 pounds infrequently; use of keyboard requiring a high degree of finger dexterity and visual work on a computer for long periods of time. Use of telephone and verbal communication is frequent and occasional dealing with distraught or difficult individuals. Ability to communicate orally, in writing. Work for sustained periods of time maintaining concentrated attention to detail; Must meet all physical standards as set forth by the State of Oregon to include visual acuity, hearing, speaking and basic physical health that provides the stamina to perform the duties of the position for long periods of time.

Work is usually conducted in an office environment with occasional travel. After hours availability and ability to report to work site as needed.

Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Supervision Received/Exercised
The Operations Supervisor works under the direct supervision of the Operations Manager. This position exercises direct supervision over Call takers, Police and Fire Dispatchers, Multi-Discipline Dispatchers and Lead Dispatchers.

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