Description
Description
Job Title: Operations Manager
Reports To: Deputy Director
Status: Full-time
FLSA Classification: Exempt
Union/Association: Non-Union
Pay Grade: General Scale, “C”
Last Revised Date: November 2024
Summary
The operations manager is responsible for managing the day-to-day operations of Calhoun County Consolidated Dispatch Authority (CCCDA) and performs a full range of operational and administrative tasks supporting CCCDA/911 operations. This position directly supervises dispatch supervisors, and indirectly supervises emergency telecommunicators and call takers.
CCCDA is committed to developing and maintaining a diverse workplace that provides an inclusive environment with equitable treatment for all employees and the public it serves.
Essential Duties and Responsibilities
- Manages assignment of work, staffing schedules, professional development, and evaluates performance of dispatch supervisors.
- Develops, communicates, and enforces standard operating policies, expectations, and procedures while ensuring cohesive, efficient, and effective operations.
- Develops and analyzes reports regarding department operations, monitors compliance with applicable standards; recommends solutions and efficiencies.
- Serves as the department liaison regarding the planning and installation of emergency communication systems, their maintenance, and administration.
- Assists leadership in identifying equipment or system needs.
- Responsible for handling complaints related to operations and thoroughly investigates and resolved.
- Assists with investigations involving sensitive or complex internal complaints involving personnel.
- Participates in community events and engages various stakeholders to promote CCCDA. Build awareness among area residents regarding CCCDA, the 911 system, and public safety communications capabilities and technologies through special programs, educational efforts, and public awareness campaigns.
- Assist the deputy director with NCIC and CJIS programs, monitors compliance and communicates with department Terminal Agency Coordinators (TACs) and Local Agency Security Officer (LASO).
- Assist the deputy director in overseeing the Communication Training Program, implementation and management of the training program that facilitates the training of newly hired employees or staff entered into a Performance Improvement Plan (PIP).
- Assist the deputy director in overseeing the Quality Assurance program and the delivery of proactive performance management and feedback.
- In absence of the deputy director, serve as liaison and primary point of contact with command level operations staff from agencies served by CCCDA.
- Respond to CCCDA for major events and is available on-call after hours.
- In conjunction with the executive director and deputy director, administers provisions of the collective bargaining agreement(s) and may serve as a member of the management collective bargaining team.
- Performs other duties as directed.
Qualifications
Education:
High school graduation or equivalent. The following certifications are required to be obtained and maintained:
Within six (6) months of hire:
o LEIN (Law Enforcement Information Network) certification.
o FEMA IS 100, 200, 700, and 800
Within twelve (12) months of hire:
o Emergency Medical Dispatch (IAED)
o IS-247.c
Withing eighteen (18) months of hire:
o Emergency Medical Dispatch Quality Assurance (EMD-Q) (IAED)
Experience:
Minimum five-years of experience working in a PSAP/ECC, minimum three-years of experience working as a dispatch supervisor or equivalent. Emergency Number Professional (ENP), Center Manager Certification Program (CMCP), and/or Registered Public-Safety Leader (RPL) certification preferred. Experience should demonstrate ability to maintain confidentiality and navigate personnel matters.
Knowledge, Skills, and Abilities:
- Communications equipment, procedures, and techniques.
- Develop and maintain an intimate understanding of operations, services, and activities of the 911 dispatch center.
- Comprehensive knowledge of principles and procedures used in business administration, management, and document management system.
- Modern and complex principles and practices of radio communications and emergency dispatch.
- Complex interoperable radio systems.
- Complex computer hardware and software.
- Telephone systems and their integration into the emergency response functions.
- Pertinent federal/state/local laws, codes, and regulations.
- Principles of supervision, training, and performance evaluations.
- Thorough knowledge of research methods and an overall understanding of public safety operations.
- Effectively lead, develop, coach, give feedback, and evaluate direct reports
- Be innovative and think ‘outside of the box.’
- Develop and maintain proficiency in public alerting and messaging, including the proper use of social media.
- Manage and administer the day-to-day operations of an Emergency Dispatch Center.
- Provide a consistent, honest, and timely communication between subordinates and administration.
- Participate in the development and administration of department goals, objectives, and strategic direction.
- Interpret and explain policies and procedures, safety rules, operating and maintenance manuals, ordinances, laws, and regulations.
- Make immediate decisions concerning the operation of the 911 center, when necessary.
- Oral and written communications skills including ability to understand, follow and relay concise, complex instructions, and write professional correspondence.
- Remain calm in emergency situations and handle crises in professional manner.
- Use tact and diplomacy and understand people from all social, economic, and cultural backgrounds.
- Ability to work a variety of shifts including weekends, holidays, and nights.
- Cope appropriately with stressful situations, with self-awareness to utilize mental health support resources if needed.
- Proficiently use computer systems and applications utilized by the authority.
- Read and interpret documents, maps, computer printouts, and other printed and graphic materials.
- Distinguish colors on computer screens.
- Operate a motor vehicle.
- Operate telecommunications equipment.
Physical Demands and Work Environment:
Hybrid work eligible (although an on-site presence is required for most of the time) and flexible schedule eligible.
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and by telephone, read regular and small print, view, and produce written and electronic documents, and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop, and kneel, use hands to finger, handle, or feel and reach with hands and arms. The employee must lift or push/pull objects of up to 15 lbs. without assistance. Accommodation will be made, as needed, for office employees required to lift or move objects that exceed this weight.
The typical work environment of this job is a business office setting location which will be in or adjacent to dispatch operations where the noise level is quiet and sometimes moderate.
This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. They are not to be construed as an exhaustive list of all job duties that may be performed by a person so classified. Furthermore, they do not establish a contract for employment and are subject to changes at the discretion of the employer.
Requirements
Education:
High school graduation or equivalent. The following certifications are required to be obtained and maintained:
Within six (6) months of hire:
o LEIN (Law Enforcement Information Network) certification.
o FEMA IS 100, 200, 700, and 800
Within twelve (12) months of hire:
o Emergency Medical Dispatch (IAED)
o IS-247.c
Withing eighteen (18) months of hire:
o Emergency Medical Dispatch Quality Assurance (EMD-Q) (IAED)
Experience:
Minimum five-years of experience working in a PSAP/ECC, minimum three-years of experience working as a dispatch supervisor or equivalent. Emergency Number Professional (ENP), Center Manager Certification Program (CMCP), and/or Registered Public-Safety Leader (RPL) certification preferred. Experience should demonstrate ability to maintain confidentiality and navigate personnel matters.
