Dispatch Operations Manager​/Emergency Communications

APPLY NOW JOB OVERVIEW

The position is one of several that oversee the overall day‑to‑day operations of all dispatch functions, ensuring that proper techniques and procedures are in place to deliver efficient and effective service. The position is also required to perform all police, fire, and EMS dispatching functions as needed and/or directed from time to time. Furthermore, the position supports planning for all dispatch functions and recommends new policies and procedures, as well as changes to existing ones, annual goals, and budget requirements.

This position serves as a vital member of both the day‑to‑day and administrative operations of the department. Work is performed under the direction of the Assistant Director – Emergency Communications.

• Oversees Emergency Dispatch Supervisors and directs the day‑to‑day operations of the Operations Division. This is one of multiple positions that together work varying shifts to provide administrative‑level supervisory coverage to dispatch personnel 24 hours per day, 365 days per year. This position works 10‑hour shifts and rotates shifts between day and nighttime hours, including weekends and holidays.
• Reports to the Assistant Director – Emergency Communications on personnel matters and overall operational status of the Operations Division.
• Develops various administrative reports. Prepares and submits activity reports and investigative summaries to the Assistant Director – Emergency Communications.
• Monitors subordinate performance and provides for appropriate statute‑mandated training requirements or corrective action to ensure minimum job requirements are met.
• Counsels and instructs subordinate employees, helping to identify areas for improvement or training needs.
• Responsible for planning, research, development, and proposing budget funding for programs and equipment as it applies to future dispatch training needs to continually improve the level of service provided by the department.
• Works closely with supervisory staff to develop a specific curriculum to address individual shift/team training needs.
• Develops annual plans and contributes to strategic development that includes recruitment and outreach, grievances, risks and liability, complaints and commendations, and performance management.
• Assists with screening, interviewing, testing, and hiring employees. Evaluates employee work performance. Recommends employee promotion and termination. Initiates or advises progressive discipline as needed. Assists in auditing employee attendance and training. Receives and handles employee complaints and conflicts. Counsels and instructs employees.
• Assists in preparing and submitting the annual budget requests for the department. Assists in preparing long‑range capital improvement plans and implementation schedules. Reviews and makes recommendations regarding purchase requisitions for the division. Assists in monitoring and ministering the approved annual budget of the department.
• Conducts quality control checks by reviewing random calls and making recommendations for follow‑up activity with staff to ensure issues are addressed.
• Assists with reviewing inquiries from user departments.
• Performs call analysis.
• Helps coordinate, plan, and run or participate in regional emergency exercises to bring knowledge back and train our staff on operational Department expectations during various hazardous situations.
• Maintains 24‑hour contact for emergency call‑back; responds to major emergencies, weather events, and incidents as requested. May act as communications liaison to Incident Commander(s).
• Maintains knowledge of current emergency communications technology, procedures, and policies, County geography, personnel supervision principles and practices, and training practices and policies.
• Performs police, fire, and EMS dispatching as needed and/or when directed by the Director or Assistant Director of Emergency Communications.
• Explains or clarifies new policy and procedures to Emergency Communications personnel.
• Assists in periodic review and updates all procedural and training manuals, IE, MULES/REJIS Procedures, NCIC Procedures, phones, radio, CTO, Department…