Emergency Communications Director

911 Emergency Communications Director

The fundamental reason this classification exists is to lead and manage the operations of an Emergency Communications Center (Public Safety Answering Point), ensuring 24/7, high-quality dispatch services for police, fire, and EMS. Key responsibilities include emergency management, staffing, training, budgeting, technology maintenance (CAD/radio systems), and ensuring compliance with local/state regulations. They serve as a liaison between agencies to maintain effective, efficient, and secure emergency communication.

• Oversee, organize and direct the operational functions and activities of the Communications Division.
• Select, train, supervise and evaluate assigned personnel; recommend or administer disciplinary actions as appropriate.
• Participates in the development and planning of recruitment, promotional processes, and staff development programs.
• Formulate, revise and implement policies and procedures to facilitate or improve Communications operations and improve services to user agencies.
• Maintains collaborative working relationships with County, City and agency departments and personnel, user agencies, governmental agencies, outside PSAP management, community groups, and business partners; participate in professional, industry-related conferences, seminars, and work groups.
• Develops, implements, and evaluates programs and special operations; coordinates with law enforcement, fire agencies or emergency service agencies as appropriate for large scale and/or critical emergency situations such as natural disasters, public demonstrations, riots, and other unusual occurrences.
• Develop, review, update, approve and implement training materials, manuals, and Standard Operating Procedures.
• Prepare budget proposals; forecast, monitor and control expenditures; evaluate and recommend the purchase of equipment and materials as appropriate.
• Attend and chair various meetings; serve as management representative at meetings, on committees and during labor contract negotiations as required.
• Compile and analyze statistics, information and data to evaluate, develop or modify present procedures and policies and future plans, goals and objectives.
• Analyze operational statistics; evaluate, forecast, and revise staffing levels to optimize efficiencies for call answering performance.
• Maintain or oversee the maintenance of various records and files related to Communications Center operations and activities; assure confidentiality of department records and information.
• Provide information, advice and direction to user agencies regarding applicable laws, rules and regulations and related matters, provide information and assistance to citizens as requested.
• Assist in identifying agency needs and interests related to collective bargaining and personnel issues.
• Support and facilitate strong employee and labor relations; participate and provide feedback for labor management meetings.
• Conduct, oversee and/or assign internal investigations; provide grievance responses.
• Respond to questions or complaints related to communications activities and personnel; provide information and education; research problems and initiate resolutions.
• Compile information and prepare reports concerning Communications activities as required; review reports prepared by other personnel.
• Monitor Communications operations to assure compliance with applicable federal, State and local laws, rules and regulations, policy and standard operating procedures.
• Set up monthly Board meetings.
• Stay compliant with bylaws.
• Remain calm and clear‑headed under extreme pressure.
• Perform additional duties as assigned.

Knowledge/skills:

• Knowledge of protocols, practices and techniques of public safety communications.
• Knowledge of call receiving and dispatching techniques, practices and procedures.
• Knowledge of police, fire, and EMS dispatching practices and techniques.
• Knowledge of community geography, service areas, and boundaries.
• Knowledge of agency equipment to include CAD, radios, and phone systems.
• Have a working knowledge of public disclosure laws.
• Knowledge of principles and practices of public administration, supervision and training. Maintain current understanding of applicable financial and budget laws, codes, regulations, policies and procedures.
• Work confidentially and with discretion, and maintain a professional demeanor while resolving emotional issues with personnel at all levels of the organization.
• Ability to flex work schedule to various days of the week and times of day, to accommodate the needs and demands of 24/7 911 Communications Center operations. Rotational on‑call status and response to ensure continuity of operations in the event of an emergency.
• Understand and follow written and verbal instructions.
• Understand and interpret complex rules and procedures.
• Read, interpret, explain, apply and follow applicable laws, ordinances, codes, regulations, policies and procedures.
• Work appropriately with confidential…