This position exists to ensure the day-to-day operations of the Emergency Communications Center functions effectively and efficiently and all personnel issues are handled according to established policies and procedures.
This position is responsible for providing operational management to the 24/7 Emergency Communications Center and the operational personnel to include: update of managing critical process ensuring compliance with county and department policies and procedures. Ensuring that all emergency and non-emergency calls for service are received and processed in a timely and efficient manner. Responsible for coordination of service with Fire/EMS, Sheriff, and Animal Control so they have the pertinent information via radio, telephone or other means required to perform their duties effectively. Responsible for ensuring the administrative and support operations for the Emergency Communications Center functions effectively and efficiently to ensure quality customer service for the citizens requiring public safety services. Responsible for planning and research function working in coordination with the Director, and other administrative support personnel. Responsible for managing the training programs, to include new hire, recertifications, in-service and OJT training programs. Responsible for the coordination and planning for unusual occurrences (i.e., contingency and evacuations plans). The Manager of this position is required to be on call 24/7.

Specific Duties

• Manage and coordinate performance improvement and policy adherence and development of Audit & Compliance Supervisor, Shift Supervisors, Training Coordinator, and Emergency Communications Officers.
• Manage personnel issues in the ECC; work with Supervisory Staff developing Emergency Communications Officers and Training Coordinator with new hires and arrange attendance to basic dispatch academies.
• Manage the development and implementation of policies/procedures for operations of equipment with internal and external departments to include Fire/EMS, Sheriff, Animal Control, and various other external county departments and regional partners.
• Manage the training program. Development, implementation, and supervision of all ECC training programs to include, equipment/technology, in-service training, on shift training, OJT, remedial programs, regional training, and internal public safety training. Projects future training needs and requirements based on operational programs.
• Ensure appropriate levels of staffing are maintained and implement yearly ECC schedule to include on call and holiday schedules.
• Research requests related to 911 calls and/or dispatch radio for the Commonwealth’s Attorney’s Office, Sheriff’s Office, and Fire/EMS.
• Designated “Keeper of the Records” for the 911 center therefore, responsible for overseeing all FOIA and Subpoena requests to include wave files/CAD records and other electronic data in the possession of the ECC.
• Serve as a liaison to Public Safety partners regarding operations, to include policy/procedure changes, additions and/or modifications.
• Administer internal and external complaint investigations related to grievances, liability issues, complaints, etc.
• Assist in the terminations of ECO’s in the absence of the Director.
• Assist in the procurement process for new products as it relates to equipment, software, etc.
• Attend Leadership and Command Staff meetings.
• Assist with the development of the department’s performance plan and County’s Strategic Plan.
• Provide input for ECC yearly budget within responsibility area.
• Review/Approve departmental timesheets, leave, payroll changes etc.
• Conduct Employee performance evaluations annually.
• Recruitment process, includes reviewing applications, conducting interviews, administer testing, new hire selection, onboarding, and new employee training.
• Manage DCJS compliance and Office of EMS EMD accreditation.
• Attends and testifies in court.
• Coordinates the purchase of department uniforms, supplies, and equipment.
• Process invoices in appropriate financial software.
• Maintain all requirements and certifications obtained as CO-I, II, III, and Supervisor.
• Actively participate on Boards and Committee’s to enhance department needs.
• Augment operational floor to ensure minimum staffing.
• Responsible for security testing, maintenance, and troubleshooting within FLEX CAD.
• Work with GIS data and mapping applications.
• Manage the Public Safety notification system, E911 phone system, backup center and equipment.
• Receive information for location alerts from Police, Fire/EMS, and Animal Control, ECC personnel, or county citizens. Flag address to be entered into the CAD system. Review this information periodically for validity.
• Maintain employee information in CAD, notifications, and phone system for ECC, Police, and Fire/EMS.

• The work consists of varied supervisory, administrative, and technical duties. Must coordinate with internal and external customers such as operations of Sheriff’s Office, and Fire/EMS. This position requires the ability to make unprecedented decisions in a compressed time frame, where significant impact may occur. The necessity of responding to unforeseen and emergency situations contributes to the complexity of the work.
• The purpose of this position is to coordinate the operations of the Emergency 911 Center. Successful performance helps ensure the effectiveness of center operations and contributes to the efficient and effective response to emergency and life-threatening situations.
• This position requires extensive knowledge and ability to deal with a wide range of governmental support issue, to include finance, logistics, legal and communications.
• The position is required to constantly plan, develop, and implement various projects on a wide range of issues to include retention/employment trends, administration of performance improvement, to include discipline, development of Supervisory Staff, and technology trends within the PSAP environment.
• The Operations Manager must deal with personnel issues, administrative and performance related, and equipment oversight daily.
• Operations Manager must have the ability to analyze spreadsheets, financial projections, and manpower needs and related policies.
• Position requires extensive knowledge and ability to handle a wide range of governmental issues, to include finance, logistics, legal and communication.
• The Operations Manager is required to continually analyze county, state and federal policy and implement all required changes and additions.