Jeffcom 911 – Connecting Lives, Surpassing Expectations

Jeffcom 911 is seeking a collaborative and highly skilled Operations Manager to join our leadership team. This critical role helps ensure that our communications center delivers exceptional service to the public and our partner agencies, consistent with our vision of Connecting Lives, Surpassing Expectations and rooted in our core values: Compassion, Professionalism, Integrity, Respect, Unity, Accountability, and Adaptability.

The Operations Manager oversees one of Jeffcom’s major operational areas—Police Dispatch, Fire Dispatch, or Call-Taking—and plays a major leadership role in supporting staff, improving systems, and ensuring efficient 24/7 emergency communications operations.

About the Role

The Operations Manager coordinates, plans, manages, and administers daily operations in their assigned section of the emergency communications center. This position ensures that emergency, non-emergency, and administrative calls for service are answered and processed quickly and accurately, and that police, fire, and EMS resources are dispatched effectively.

This position works under the general supervision of the Deputy Director of Operations and directly supervises Communications Supervisors.

Key Responsibilities

• Lead, manage, and monitor daily operations for assigned area: police dispatch, fire dispatch, or call-taking.
• Partner with the Scheduling Team to coordinate staffing, maintain attendance records, approve leave, and ensure 24/7 coverage.
• Provide leadership, coaching, mentorship, and support to supervisors and specialists.
• Conduct performance evaluations, issue corrective action when needed, and recommend commendations and discipline.
• Oversee and participate in personnel investigations; recommend findings and disciplinary actions.
• Develop and implement goals, objectives, policies, procedures, staffing plans, and operational strategies.
• Participate in budget planning and demonstrate fiscal responsibility for assigned section.
• Stay current on industry trends, regulations, and technologies; recommend improvements and innovations.
• Represent Jeffcom in regional working groups, consortiums, committees, and meetings with partner agencies.
• Support staff during critical incidents and coordinate with emergency response partners.
• Maintain required reports, records, and documentation in compliance with all applicable laws and standards.
• Promote open communication, transparency, and collaboration with employees.
• Ensure confidentiality and adhere to all security, data, and CJIS requirements.
• Serve in an on-call capacity and work extended hours, evenings, weekends, or holidays as required.

Minimum Qualifications

• High school diploma or GED required; Bachelor’s degree preferred.
• Minimum of five (5) years emergency communications experience or equivalent combination of training and experience.
• Minimum of three (3) years supervisory experience required.
• Managerial experience in a consolidated 911 center preferred.
• Strong working knowledge of emergency communications systems and technology, including CAD, 911 systems, CCIC/NCIC, radio systems, GIS, and emergency dispatch protocols (EMD/EFD/EPD).
• Ability to obtain CCIC/NCIC certification within six months of hire.
• Valid Colorado driver’s license and acceptable driving record.
• Ability to remain drug- and alcohol-free; marijuana use is not permitted.
• Preference for candidates with NENA CMCP, Priority IAED CMC, or other manager-level certifications.
• Must obtain NENA ENP and one of the following within 12 months: NENA CMCP, APCO RPL, or Priority IAED CMC.

Required Knowledge, Skills & Abilities

• Strong leadership abilities including coaching, motivation, team building, and conflict resolution.
• Knowledge of public safety communications operations and regulatory frameworks.
• Ability to manage projects, plan strategically, and understand budgeting processes.
• Excellent oral and written communication skills.
• Ability to make sound decisions under pressure and during high-stress incidents.
• Strong analytical skills and the ability to interpret data, reports, and trends.
• Proficiency with office technology, including Microsoft Office Suite.
• Ability to work collaboratively with partner agencies, vendors, and stakeholders.
• Commitment to diversity awareness, ethical operations, and professional standards.

Work Environment

This role operates within a secure communications center environment and includes both administrative and operational activity. The position requires periods of sitting, frequent use of computers and telecommunication equipment, and occasional lifting up to 25 pounds. Work may involve extended hours, emergency responses, and on-call duties, particularly during staffing shortages or widespread incidents.

Why Join Jeffcom 911?

At Jeffcom, you’ll be part of a trusted, mission-driven team dedicated to serving our communities with excellence. We offer competitive compensation, strong benefits, a supportive leadership environment, and opportunities for professional growth and certification.

Minimum Education, Experience, License and Certification Requirements:

• Working knowledge and operational understanding of emergency communications systems (hardware and software) including computerized 911 phone system, voice logging recorder, CCIC/NCIC, MSAG 911, CAD (Computer Aided Dispatch) systems, radio systems (hardware and software), GIS (Geographic Information Systems) and applications in CAD, records management system, alarm monitoring systems, and EMD (Emergency Medical Dispatch), EFD (Emergency Fire Dispatch) and EPD (Emergency Police Dispatch) protocols.
• Possess high school diploma or G.E.D.
• Bachelor’s Degree preferred.
• Minimum of five (5) years’ experience required as an emergency dispatcher or a combination of experience and training that would provide the required knowledge skills and abilities
• Four (4) years’ managerial experience preferred.
• Preference given to those who have achieved a communications center manager certification such as that offered through NENA’s CMCP course of Priority IAED CMC course. Preference given to those who have worked in a consolidated center.
• In depth knowledge of federal, state and local procedures, standards and regulatory requirements regarding a PSAP (Public Safety Answering Point).
• Ability to obtain CCIC/NCIC certification within six (6) months of hire. This includes being able to pass a background check. Ability to remain drug and alcohol free; marijuana use is not allowed, even if medically prescribed.
• Possess and maintain a valid Colorado driver's license and acceptable driving record.
• Possess and maintain valid certifications for positions supervised.

Required Knowledge, Skills and Abilities

• Knowledge of personnel management principles and methods, including but not limited to supervision, leadership, motivation, coaching, establishing goals, conflict resolution, team building, delegation, record keeping and effective communications.
• Ability to understand training needs and approaches to accomplish training goals.
• Ability to be organized, manage resources, plan strategically, and manage projects.
• Understanding of budget preparation and processes.
• Ability to communicate with others and to assimilate and understand information in a manner consistent with the essential job functions.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Ability to investigate and analyze information/data and draw accurate conclusions.
• Possess records systems management skills.
• Knowledge of public safety communication center operations, services and activities.
• Knowledge of federal copyright laws as they pertain to the use of computer software.
• Proficiency with standard office equipment, including computer and network systems, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, email,
• Knowledge of contract negotiations and existing agreements.
• Knowledge of jurisdiction including demographics, response agency leadership, geography, local politics, and culture.
• Possess excellent oral and written communication skills as well as business math and basic accounting.
• Ability to read, write, speak, and understand the English language at a level adequate to perform the duties of the position.
• Knowledge of liability issues and ethical concerns related to training, supervision, and overall agency operations.
• Knowledge of comprehension and application of diversity awareness and an active commitment to ensure equality.
• Knowledge of professional standards relating to public safety communications as well as those standards for response agencies that are relevant.
• Must obtain NENA ENP and one of the following: NENA CMCP, APCO RPL or Priority IAED CMC course certification within 12 months.

Physical Demands:

Lifting and Carrying:

Position requires ability to frequently lift/move objects of up to 10 pounds in weight, and occasionally lift/move objects of up to 25 pounds in weight.

Body Positions:

This position will involve sedentary, administrative work in an office environment. This position requires ability to sit for extended periods, and frequent pushing, pulling, pinching, gripping, reaching over head, reaching away from body, and repetitive motions. Standing, walking, kneeling, stooping, bending, lifting, and squatting also will be required as necessary to perform the duties of the position.

Vision and Hearing:

Use of sensory activities, such as talking, seeing, and hearing, will be required frequently. Position requires close vision and the ability to adjust focus.

Mental Requirements:

Information Retention:

Must be able to read, remember and use policies, procedures, criminal laws and ordinances that apply to the position.

Language Ability:

Must be able to speak English clearly and concisely to communicate with callers, emergency responders, and co-workers.