Emergency Communications Operations Manager

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Job Description

Essential Functions

• Directs, plans, and oversees day-to-day Emergency Communications Center operations, including call-taking, dispatch, and radio communications;
• Ensures operational readiness of consoles, radio systems, and associated equipment;
• Coordinates maintenance and vendor support;
• Directly supervises shift supervisors and communications personnel, including providing leadership, coaching, performance evaluations, and administering corrective action as necessary;
• Develops, implements, and maintains standard operating procedures (SOPs), policies, and quality assurance/quality improvement programs, and oversees daily protocol compliance;
• Ensures day-to-day operational compliance with adopted policies, protocols, and regulatory requirements;
• Monitors operational performance metrics, including call volume, response times, staffing levels, and service quality;
• Coordinates staffing schedules, overtime management, and minimum staffing requirements to ensure 24/7 operational readiness;
• Participates in recruitment, selection, onboarding, promotion, and disciplinary processes for communications personnel, including serving on hiring panels and providing candidate evaluations;
• Assists with training programs for new hires and incumbent staff, including continuing education, certifications, and recertifications;
• Collaborates with law enforcement, fire, EMS, Emergency Management, and stakeholder agencies to ensure effective interagency communications;
• Participates in emergency management activations, special events, and disaster response operations, including EOC support;
• Supports the implementation and maintenance of ECC and 911 technologies, CAD, radio systems, and NG911 initiatives in coordination with IT and vendors;
• Prepares reports, operational analyses, and recommendations for department leadership;
• Assists with processing public records requests, including review and redaction of 911 audio, CAD data, and related communications records, in compliance with applicable law and policy;
• Assists with annual budget preparation, long-range planning, and resource allocation related to communications operations;
• Ensures compliance with workplace safety, wellness, and stress-management initiatives for communications personnel;
• Performs other duties assigned.

Minimum Qualifications

Bachelor's degree in emergency management, public administration, criminal justice, communications, or a related field and a minimum of five (5) years of progressively responsible experience in emergency communications or public safety operations, including supervisory experience; or an equivalent combination of education and experience. Experience as a 911 Supervisor, Shift Commander, or Communications Manager is preferred. Certification(s) such as APCO RPL, APCO CTO, ENP, NENA CMCP, or equivalent is preferred.

Knowledge, Skills, and Abilities

• Knowledge of the purpose and function of emergency communications and its relationship to other public safety agencies;
• Experience leading personnel in a high-stress, mission-critical environment;
• Ability to sit for extended periods, operate computer systems, and communicate effectively via telephone and radio;
• Thorough knowledge of 911 operations, call-taking and dispatch protocols, and public safety communications systems;
• Extensive knowledge of ECC and NG911 systems, systems design, and components;
• Knowledge of applicable federal, state, and local laws and department policies and procedures;
• Ability to think analytically and strategically and to communicate complex operations straightforwardly;
• Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments;
• Strong leadership, decision-making, and conflict-resolution skills;
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment;
• Excellent written and verbal communication skills;
• Ability to analyze data, prepare reports, and make operational recommendations;
• Ability to maintain confidentiality and exercise sound judgment under pressure;
• Ability to foster a cooperative work environment;
• Ability to attend meetings and events outside of regular business hours;
• Skill in the operation of radio/communications equipment;
• Skill in interpersonal relations;
• Experience with accreditation processes, quality assurance programs, and policy development;
• Familiarity with Next Generation 911 (NG911) systems and emerging technologies;
• Ability to establish and maintain effective working relationships with county officials, associates, and the general public.

Chatham County is fully committed to equal employment opportunity (EEO) principles and issues this anti-discrimination/EEO compliance clause to support and maintain employee’s rights and responsibilities relating to equal employment. The core of equal employment opportunity is the right to work and advance on the basis of merit, ability, and potential, free from prejudice or discrimination. In accordance with the applicable anti-discrimination statutes, executive orders, and other authorities, Chatham County protects employees against discrimination, to the fullest extent of law, on the basis of race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity, age, disability, genetic information, marital status, political affiliation, whistleblower activity, parental status, and military service (past, present, or future), and against retaliation for participation in EEO activity or opposition to discrimination.