Operations Manager for 911

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Application deadline is December 29, 2025 at 5:00 PM EST. Applicants will not be contacted until after this date.

GENERAL PURPOSE
The Operations Manager for 911 position works in conjunction with the Deputy Director for 911 Operations in the areas of project coordination, policy recommendations, procedure development, communications, daily operations, technology and service solutions, and processes related to the procurement of technological equipment, software, and services. Participates in all aspects of personnel management including hiring, training, scheduling, and performance management. Under direction, the Operations Manager for 911 position has charge of all operational aspects of the communications center and is responsible for the planning, review, and implementation of internal communications procedures to keep staff informed of organizational developments, changes to operational procedures, new policies or guidelines, as well as relevant regulations, industry, and technical developments.

SUPERVISION RECEIVED
This position reports directly to the Deputy Director for 911 Operations.

SUPERVISION EXERCISED
This position is responsible for supervision over the following classifications: Dispatch Shift Supervisor and Telecommunicator. 

In the absence of the Quality Assurance Manager for 911 and the 911 Training Manager, the Operations Manager for 911 exercises supervision over the following classifications as it relates to the duties of the aforementioned positions: Dispatch Shift Supervisor and Telecommunicator.

ESSENTIAL DUTIES OF THE POSITION
Responsible for the effective scheduling of Dispatch Shift Supervisors and Telecommunicators.

Reviews work schedules routinely to ensure minimum staffing levels are maintained for assigned shift.

Assigns Dispatch Shift Supervisors to investigate complaints and reviews investigation results to ensure information is complete and accurate.

Investigates disciplinary problems, prepares findings and recommendations, and serves discipline as necessary.

Evaluates the performance of Dispatch Shift Supervisors and counsels them in areas where improvement is needed.

Resolves disputes between employees, supervisors, and agency representatives or members of the public.

Reviews requests for procedural changes, identifies possible alternatives, makes recommendations, and prepares drafts.

Composes technical and general materials such as memos, letters, directives, lesson plans, and reports.

Conducts discussion and problem-solving meetings with assigned employees on a regular basis.

Responds to inquires from public safety command personnel.

Acts as liaison between the department and other allied agencies.

Listens to audio tapes of operational employees to evaluate quality of performance.

Works with 911 Training Manager to develop directives and schedule training sessions.

Completes annual assessments on each assigned Dispatch Shift Supervisor.

Reviews assessments completed by Dispatch Shift Supervisor for each assigned employee.

Provides project management services to support efficient operations.

Assists in training new employees, with in-service training, and all required training certifications as assigned.

Participates in the Quality Assurance and Training Programs including, but not limited to, issues that arise which may need to be address through individual training or modifications to the training program as a whole.

Assists with all accreditation programs including, but not limited to, Commission on Accreditation of Law Enforcement Agencies (CALEA) and Fire/Police/EMS accreditation programs.

As assigned by the Deputy Director of 911 Operations, conducts Professional Responsibility investigations.

Assists the Deputy Director of 911 Operations in general budgetary matters and the daily budgetary process. This includes preparation, maintenance, and execution of records on budget transfers and other documentation.

Provides input and assistance to the Deputy Director of 911 Operations in project and policy development within its area of responsibility.

Assists the Deputy Director of 911 Operations in all contract negotiations as well as bids, grants, and projects associated with the 911 Operations Center including, but not limited to, construction, service, professional, and maintenance contracts.

Assists with compliance for NCIC and CLEAN regulations and training. Acts as the 911 Operations Center Terminal Agency Coordinator.

Assists in the hiring and onboarding process of new employees.

Assists in the personnel evaluation program.

Assists with general office management and the hiring process.

Must function on floor as a Dispatch Shift Supervisor and/or Telecommunicator in emergencies.

As assigned, may serve in the absence of the Deputy Director of 911 Operations, Quality Assurance Manager for 911, and the 911 Training Manager.

Performs functions of the 911 Training Manager and Quality Assurance Manager for 911, as assigned.

May be required to respond for major public safety incidents on a twenty-four (24) hour basis, and is on call for assigned shift.

Must be available twenty-four (24) hours a day, seven (7) days a week for emergencies, as needed. Works non-business hours during drills, training, exercises, non-emergency events, and emergency events. Will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate.

*An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

REQUIRED MINIMUM QUALIFICATIONS

EDUCATION & EXPERIENCE – Completion of a Bachelor’s degree in Communications, Emergency Management, or Public Safety. NOTE – full time experience in communications emergency management, or public safety which includes basic experience of operational and reporting methods, techniques, and standards may be substituted for the education requirement on a year for year basis; AND

At least five (5) years of full-time professional experience in a public safety agency or communications center, at least two (2) years of which shall be in a supervisory capacity. Experience as a Certified Training Officer is a plus.

CERTIFICATION/LICENSE – Public Safety certifications preferred, including but not limited to Act 2, Act 120, National/State fire academy, EMT, or Paramedic. Supervisor PEMA certification and Basic PEMA certification, Emergency Dispatch Quality Assurance (ED-Q) certification from the International Academy of Emergency Dispatch and APCO Instructor Certification preferred.

OTHER - Employee assigned to this title will be required to possess and maintain a valid and current motor vehicle operator’s license. Must have an acceptable driving record; AND

Employee assigned to this title will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Must be available to attend evening meetings of public safety agency organizations. May be required to travel to attend off-site meetings; AND

Must successfully complete criminal history investigation in accordance with department policy.

KNOWLEDGE, SKILLS, AND ABILITIES  
Thorough knowledge of the standard operating procedures (SOP) and the goals and administrative policies for the 911 Operations Center.

Competency and proficiency on technical as well as administrative functions, organizational, and supervisory abilities, public relations, and proficiency in the operation of computers.

Knowledge of Federal, State, and other regulations and requirements governing radio and electronic transmissions.

Ability to develop, recommend, accept, evaluate, and implement operational and administrative procedure and evaluate changes to the operating procedures by the 911 Operations Center, reporting requirements and related activities.

Ability to establish and maintain effective working relationships with associates, law enforcement officials, firefighting and emergency medical care agencies, representatives from local, State, and Federal agencies, and the public.

Familiarity with the duties of all other dispatch and administrative staff positions at the 911 Operations Center.

Ability to read, write, speak, understand, and communicate in English to perform the duties of this position. Bi-lingual capabilities (Spanish) are a plus.

Extensive knowledge of Public Safety Communications operations and procedures.

Thorough understanding of specialized software used to answer and process emergency calls for service related to law enforcement, fire, and emergency medical operations.

Practical understanding of supervisory practices, including classroom management.

TOOLS AND EQUIPMENT
Telephone, personal computer (including word processing and spreadsheet software), calculator, writing implements, fax machine, copy machine, and communications equipment.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to walk, sit, talk or hear.  

The employee must occasionally lift and/or move up to twenty-five (25) pounds.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

The noise level in the work environment is usually quiet.

SELECTION GUIDELINES
Formal application, rating of education and experience, interview, and reference check as well as job related tests may be required. 

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.


FLSA STATUS:  FLSA EXEMPT (NOT ELIGIBLE FOR OVERTIME)
DESIGNATION: CAREER SERVICE
PAY GRADE: CS/GR29
UNION STATUS: CAREER SERVICE

Updated November 2025