$77,472.01 - $98,772.86

Starting salary based on qualifications and experience.

Job Description

General Statement of Duties

Performs advanced technical, operational, and administrative work assisting in the oversight and daily management of the 911 Emergency Communications Center. Supports the coordination of emergency communication operations, personnel, technology systems, and agency compliance to ensure efficient and effective emergency response services.

Distinguishing Features of the Class

An employee in this position assists with managing the operations of a 24/7 emergency communications center. Responsibilities include monitoring center performance, reviewing emergency and non emergency communications for quality assurance, coordinating staffing and scheduling, overseeing operational readiness, and ensuring communications systems remain functional and compliant with established standards. The employee exercises independent judgment, decision making, and leadership in the absence of the Emergency Communications Director. Work is performed under the general supervision of the Emergency Communications Director.

Illustrative Examples of Work

• Assists with the development, implementation, review, and maintenance of departmental policies, procedures, and operational standards.
• Serves as a liaison between the Emergency Communications Director and communications center personnel to promote effective communication and operational consistency.
• Coordinates planning and operational support for special events, emergency incidents, and large scale public safety operations.
• Oversees operational readiness and continuity planning for the backup 911 communications center.
• Assists with preparation and monitoring of departmental budgets, operational planning, and strategic initiatives.
• Reviews and approves employee timekeeping records and assists with payroll processing and staffing documentation.
• Provides leadership and operational direction during critical incidents, emergency events, and high stress situations.
• Ensures compliance with departmental policies, regulations, operational procedures, and applicable laws while identifying and resolving operational concerns.
• Monitors staffing levels and scheduling to ensure continuous coverage and appropriate skill distribution across all shifts within a 24 hour operation.
• Represents the department at county meetings, interagency meetings, community events, and public safety committees as assigned.
• Monitors and evaluates dispatch and 911 performance metrics to ensure compliance with national standards, agency expectations, and operational goals.
• Prepares operational reports, quality assurance reviews, performance measurements, and other administrative documentation.
• Monitors and coordinates the functionality of communications systems including radio systems, computer aided dispatch systems, telephone systems, backup systems, and related technologies. Coordinates service requests, implements contingency procedures, and documents outages or malfunctions as necessary.
• Assists with employee recruitment, onboarding, training, continuing education, and professional development programs.
• Evaluates supervisory and employee performance, provides coaching and feedback, and recommends corrective or disciplinary actions when appropriate.
• Promotes and maintains a professional, positive, and healthy work environment that supports employee wellness, accountability, and teamwork.
• Assists with the development and administration of performance improvement plans, disciplinary actions, and employee investigations in accordance with county policy.
• Maintains awareness of current trends, legislative changes, industry standards, and emerging technologies related to emergency communications and public safety operations.
• Attends conferences, workshops, training programs, and professional development opportunities to maintain and enhance job related knowledge and certifications.
• Assists with the development, revision, implementation, and evaluation of standard operating procedures for emergency call processing and dispatch operations.
• Supports records management functions by ensuring timely and accurate delivery of records and information requests in compliance with legal and regulatory requirements.
• Investigates and responds to complaints, concerns, and inquiries from citizens, employees, and public safety agencies regarding communications operations and services.
• Performs administrative assignments, special projects, and operational duties as assigned.
• Performs all duties and responsibilities of a Telecommunicator as needed to support operational staffing requirements.
• Assumes the responsibilities of the Emergency Communications Director in his or her absence.
• Performs other related duties as assigned.

Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities

• Comprehensive knowledge of the principles, practices, and procedures used in operating a modern emergency communications center.
• Comprehensive knowledge of applicable Federal, State, and local regulations governing emergency communications and radio operations.
• Knowledge of public safety communications technologies, computer aided dispatch systems, emergency notification systems, and related equipment.
• Knowledge of the geographic layout, road systems, municipalities, and response districts within the county.
• Ability to supervise, motivate, and evaluate employees in a fast paced and high stress environment.
• Ability to exercise sound judgment and make effective operational decisions during emergency situations.
• Ability to communicate clearly and professionally both verbally and in writing.
• Ability to establish and maintain effective working relationships with employees, county officials, public safety agencies, outside organizations, and the general public.
• Ability to analyze operational issues, develop solutions, and implement process improvements.
• Skill in operating communications equipment, software applications, and public safety technology systems.

Physical Requirements

• Must be able to perform primarily sedentary work with occasional lifting or movement of light materials.
• Must possess sufficient visual acuity to monitor multiple computer screens, review reports and records, and operate communications equipment effectively.

Preferred Education and Experience

• Associate degree in 911, Emergency Management, Criminal Justice, Public Administration, Communications, or a related field preferred.
• Minimum of four years of experience in emergency communications, public safety dispatch, or related communications operations.
• Minimum of two years of supervisory, managerial, or public safety supervision experience required.
• Required certifications may include Emergency Telecommunicator Certification, Emergency Medical Dispatch, Emergency Fire Dispatch, Emergency Police Dispatch, CPR Certification, DCI Certification, and FEMA Incident Command System courses as required by the department.

Special Requirements

• Must maintain all required certifications and credentials related to emergency communications operations.
• Must maintain a valid driver’s license.
• Must be available to work varied shifts, weekends, holidays, and emergency assignments as required.
• Must be capable of performing Telecommunicator duties when operational needs require staffing support.