Multi-Agency 911 Operations Manager

Whitcom 911, Pullman, Washington, USA

https://pullman-wa.gov/cms/One.aspx?portalId=15252951&pageId=16099313

Location:Whitcom 911, Pullman, WA 99163
Department:Whitcom 911
Job Status:Full-Time
Days:Sun., Mon., Tue., Wed., Thu., Fri., Sat.
Rate of Pay:$5,702 – $6,671
Status:Open until filled

Job Description

This is a full supervisory position overseeing and coordinating the daily activities of the 911 staff in assigned shifts.

Job Responsibilities

The Operations Manager oversees the activities of the emergency
communications center dispatch operations. The incumbent performs
supervisory and administrative duties to ensure the center’s efficient
operation and to maintain compliance with established policies and
procedures, applicable laws, rules and regulations.  

The supervisory scope ranges from training, counseling and discipline,
work assignment, motivation, evaluation and involvement in the hiring,
suspension and termination of employees.  The position requires
extensive contacts with department staff, user agencies, outside agencies, media and public contacts. 

Communications may be in person, over the phone, fax, e-mail,
Communications Center equipment and correspondence. 

Communication will be in formal and informal form.  Work is performed with considerable latitude for independent judgment, decision-making,
and action within the scope of the essential duties of the position.  Must
seek approval or assistance for out-of-scope or unusual situations.

The Operations Manager reports to the Director and may act in this
capacity in his/her absence.

Manage and supervise the 911 staff.  Oversee adequate staffing levels for assigned shifts by maintaining work and shift schedules.  Perform
training, counseling and first step discipline, evaluation, motivation,
assign work and set work priorities.  Collaborate with the Director in the hiring process, discipline beyond counseling and termination. 
Participate in labor negotiations and collective bargaining agreement
administration.

Monitor dispatcher and dispatch supervisors’ job performance and make personnel determinations in accordance with policies and procedures
and labor agreement language.  Discuss and recommend appropriate
action to the 911 Communications Center Director.

Propose, develop, and implement staff training programs. 

Plan, evaluate, coordinate and maintain records of training and training activities of Communications Center personnel; conduct and/or facilitate staff training and development programs.

Ensure and coordinate scheduled, mandated or needed staff training to
preserve up-to-date knowledge and skills and improve staff
performance.   

Promote open communication and sharing of ideas.

Evaluate technical and operational applications.

Ensure that proper action is taken in the event of equipment failure with ability to troubleshoot problems and determine who to call for problem
solving. 

Oversee the staff’s use and operation of the 911 Center equipment to
ensure proper use and maintenance.

Research and prepare operational policies and procedures.

Maintain a formal and informal network of communications with other
911 Centers and user agencies on issues relating to 911.

Develop and maintain cooperative working relations with other employees, outside local, state and federal agencies, law enforcement agencies,
emergency response agencies and the general public.

Act as liaison between user agencies and 911 Center in establishing goals and procedures.

Receive, research and investigate complaints received regarding 911 staff and center operations.  Respond in written form.  Discuss with the staff
accordingly, either individually and/or in briefing form for general information of expectations during similar future incidents.  Recommend
appropriate action, as needed.

Conduct or coordinate 911 Center educational presentations and
department tours to the public. 

Represent the department, as assigned, at meetings and conferences. 

Attend and participate in employer-sponsored training. 

Ensure up-to-date knowledge of relevant issues, legislation, procedure or policy changes affecting the 911 Communications Center.

Attend and participate in regular meetings as assigned by the Director. 

Provide regular status reports and present recommendations for overall and continuous department improvement.

Function as a 911 calltaker and dispatcher as needed.

Attend work on a regular and dependable basis.

Interact in a professional and respectful manner with WHITCOM staff
and the public.

Serve as the Public Records Officer.

Must maintain 24-hour availability via an agency supplied wireless
device capable of voice and data communication.

Minimum Qualifications
High school graduation or equivalent. Five years of experience as a
Multi Agency 911 Dispatcher and two years of experience as a Multi
Agency 911 Supervisor or any equivalent combination of experience and training.

Selection Factors
Knowledge, Skills, and Abilities and Knowledge of:
Modern supervisory practices. 
The methods, policies, procedures and operations of a public safety
communications center; Federal, State and local laws governing the
operation of an emergency communication center.

Emergency dispatching practices.
Principles, methods and techniques of personnel management and
participative management theories.
Training techniques and objectives.
Budget preparation and administration.
Public safety communications technology and equipment including radio systems, 9-1-1 and other telephone systems; GIS systems.
Public relations techniques.

Ability to:
Develop and maintain strong interpersonal and customer service skills to courteously deal with the public and other agency employees requiring
services. 
Effectively relay instructions and training, as well as ability to determine priorities, follow oral and written instructions.
Work well independently, as well as in teams and cooperative
environment, which requires coordination with other staff.
Work in a multi-task environment; possess organizational and
time-management skills in order to meet deadlines.
Communicate effectively orally and in writing on a professional business-like level. 
Maintain a professional appearance.
Exercise discretion over sensitive and confidential issues related to the
department, incidents and employee matters. 
Effectively manage own work-related stress and assist employees
experiencing work-related stress.
Make effective, appropriate and immediate decisions under emergency
conditions.
Determine priorities and follow oral and written instructions.
Perform essential functions of emergency call taking and dispatch.
Must have current emergency calltaking and dispatch experience.
Possess and maintain a valid driver’s license and safely operate a motor
vehicle.

Uniform Requirements
Work is performed primarily in an office environment while sitting at a
desk or computer terminal or while standing for extended periods of
time.  Physical exertion may be required to lift office supplies. 
May require work hours in excess of 8 hours per day or 5 days per week.   Able and willing to work varied shifts and weekends, and be in an on-call status 24 hours.
May require travel for training purposes and commute to other
departments or government agencies.
Exposure to sensitive and disturbing information related to 911 incidents/calls.

Tools and Equipment Used
Personal computer, including word processing, spreadsheet and database programs;  knowledge of systems and networks; copy machine; multi-line and multi-function telephones; fax machine; recording equipment;
standard equipment used in 911 Centers and the trade, including other communication equipment such as radios, CAD, ACCESS, ILETS, WACIC, and NCIC computers.

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