Emergency Communication Operations Manager

Description

Title:

Emergency Communications Operations Manager

Job Details

Title:

Emergency Communications Operations Manager

Reports To:

Emergency Communications Director
Division/Bureau:
Operations/Emergency Communications
FLSA Classification:
Exempt
Salary: $120,349 to $141,100
CLOSES ON JANUARY 27, 2026, AT 5:00 P.M

The Emergency Communications Operations Manager oversees the daily operations of the fire and emergency medical dispatch center, ensuring alignment with organizational values and service standards. This role provides collaborative leadership by directing, delegating, and coordinating dispatch operations and staffing in accordance with established policies and procedures. The position ensures the efficient and effective handling of emergency and non-emergency calls while fostering a culture of excellence, accountability, and teamwork among communications staff.

Additionally, the Emergency Communications Operations Manager works closely with District and Battalion Chief leadership, as well as line personnel, to support operational coordination, communication effectiveness, and continuous service improvement.

The following statements illustrate the duties and responsibilities of the position and do not list every duty that may be required of the employee for this position. The District retains the right to change the duties and responsibilities of the position at any time without notice.

• Plans, directs, and coordinates day-to-day work activities; assigns projects and programmatic areas of responsibility; assesses and monitors workload; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.
• Provides leadership and a commitment to excellence by inspiring, empowering, and motivating personnel; participates in the selection and training of employees; evaluates performance; provides coaching and mentoring; and takes corrective measures, including disciplinary actions.
• Provides management, supervision, and coordination of personnel in Emergency Communications including scheduling and assigning work; allocates resources; assists in the coordination of contracted personnel, e.g., instructors, vendors, etc.
• Works in coordination with the Emergency Communications Director to develop, implement, and enforce policies and procedures related to employee performance and professional development within the bureau; recommends and implements changes to improve efficiency and operational effectiveness.
• Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources; initiates, coordinates, and enforces systems, policies, and procedures.
• Explains, advocates for, and defends programs, policies, and activities; negotiates and resolves sensitive and controversial issues.
• Participates in the selection of staff; orients and trains employees, developing personal growth opportunities.
• Maintains a safe and healthy working environment by establishing and enforcing safe work practices and organizational values, adhering to legal requirements.
• Serve as liaison between the communications center and law enforcement, fire, EMS, and emergency management agencies.

• Maintains a positive customer service attitude with the public, user agency members and co-workers; assists in the investigation and resolution of complaints.
• Creates, revises, and implements procedures, operating guidelines, and other protocols as they pertain to fire/rescue dispatch operations.
• Assists the Emergency Communications Director in the development and delivery of specialized training programs.
• Troubleshoots problems with complex communications and computer equipment; implements repairs or contacts proper vendors for immediate attention.
• Completes a variety of reports and correspondence relating to shift and personnel activities; assist the Emergency Communications Director in gathering and analyzing data and statistics.
• Monitors operational quality control.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Assists the Director as a representative on various regional and state committees.
• Attends monthly Leadership meetings.
• Performs the duties of a Dispatcher or Supervisor when needed. Operates various automated and/or communications equipment including computer-assisted dispatch terminal; enters and retrieves data; monitors and operates TDD/TTY to communicate with hearing-impaired callers; contributes to and supports the mission, vision and values of the Bureau and South Metro Fire Rescue.
• May act as the Director in their absence.
• Performs additional job-related tasks such as center trainings and special projects, as needed or assigned.
• Coordinates communications operational response during major incidents,…