Emergency Communications Operations Manager
The Emergency Communications Operations Manager supervises the Emergency Communications Center personnel responsible for receiving calls and dispatching emergency and non-emergency calls of an assigned shift. Ensures efficient emergency communications operations by overseeing activities, managing staff, implementing procedures, managing projects & events, and maintaining systems. Works on the 911 operations floor as necessary. Provides leadership to the supervisory team. Allocates resources and ensures coverage for emergency incidents. Develops operational policies for consistent responses to emergencies. Issues disciplinary action, ensures implementation of and compliance with new policies or initiatives, approves payroll, and assists with and facilitates Family Medical Leave Act (FMLA), and Americans with Disabilities Act (ADA) requests.
Emergency Communications Managers must remain calm and professional under pressure while accurately assessing and prioritizing incidents, managing assigned groups, and directing during critical incidents. They are expected to provide clear instructions to staff, callers and responders, including life-saving pre-arrival guidance when necessary while maintaining detailed records in the computer-aided dispatch (CAD) system real time.
This role requires strong communication skills, conflict resolution and mediation skills, attention to detail, and the ability to multitask in a fast-paced environment. Emergency Communications Managers play a vital role in ensuring public safety, and effective operations by facilitating timely and efficient emergency response services.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
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 :
Knowledge of : Phone / Computer basics CAD Software Emergency Service Areas Scope of practice for each responding agency Telecommunications systems, which may include transmission, broadcasting and computerized databases, CAD system Incident Management Medical triage Occupational hazards and applicable safety principles and practices Applicable local and federal workplace labor laws Performance Standards Current standards and best practices in Emergency Communications Local government rules and regulations governing the 911 center. Notifications systems used in the event of a large-scale incident. Supervisory principles, practices, and techniques Conflict resolution and crisis management
Skill in : Decision-Making Critical Thinking Computer Problem Solving Communication and interaction with coworkers, management, subordinates, the general public and others to sufficiently exchange or convey information and to receive work direction
Ability to : Maintain confidentiality of information Maintain professional composure in stressful situations Work under pressure in a demanding environment Make appropriate and timely decisions in emergency and routine supervisory situations Remain impartial and objective when interacting with employees on any issues of performance or conduct Understand situational circumstances and provide clear, concise verbal and written instructions to others
ADA and Other Requirements : Work Environment and Physical Effort : Sedentary : Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment : Work is typically performed in an office or similar indoor setting. Employees may occasionally work in an outdoor environment or in a vehicle. Work Exposures : Employees may occasionally interact with individuals who are hostile or irate. City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.
Operation Manager • Raleigh, NC, US