9-1-1 Assistant Operations Manager

Lancaster County•Manheim, PA

7d•$67,517 - $101,254•Onsite

About The Position

Under the direction of the Director, Public Safety Training Center, the 9-1-1 Assistant Operations Manager – Professional Standards leads the Emergency Communications Center’s accreditation, telecommunicator training, certification and recertification, and quality assurance and quality improvement programs. The position directly supervises up to six Professional Standards personnel and establishes an integrated, data-informed system that translates accreditation requirements, quality findings, operational trends, after-action lessons, complaints, and stakeholder feedback into training, policy, coaching, corrective action, and measurable organizational improvement. The incumbent also provides management and operational support during significant incidents, staffing emergencies, technology disruptions, and other periods of unusual demand.

Requirements

High school diploma or equivalent and seven years of progressively responsible experience in a Public Safety Answering Point or emergency communications center, including at least three years of supervisory, program-management, training, quality assurance, accreditation, or comparable leadership responsibility.
Knowledge of emergency communications operations, call-taking and dispatch practices, approved emergency dispatch protocols, applicable Pennsylvania 9-1-1 requirements, adult-learning principles, competency-based training, quality management, records management, and continuous improvement.
Working knowledge of accreditation and professional standards relevant to public safety communications and emergency management, including CALEA, APCO, IAED, EMAP, NENA, FEMA, PEMA, and related authorities.
Ability to interpret standards, regulations, policy, performance data, audits, complaints, and operational evidence; identify risk and root causes; and convert findings into practical and measurable improvement plans.
Ability to lead and evaluate professional staff, delegate complex work, manage competing priorities and deadlines, resolve conflict, communicate difficult performance information, and sustain accountability across organizational boundaries.
Ability to design and evaluate training programs, assessment instruments, QA/QI methodologies, performance dashboards, written directives, reports, presentations, and accreditation documentation.
Strong written, verbal, facilitation, analytical, project-management, relationship-building, and change-management skills.
Ability to use office applications, learning and records management systems, CAD and call-recording information, quality-review tools, accreditation/compliance platforms, and other Department technology relevant to assigned duties.
Ability to maintain regular and predictable attendance, respond outside normal business hours when required, and work effectively in a high-consequence, fast-paced environment.
Valid Pennsylvania Class C operator’s license and reliable transportation to meetings, training, and other work locations.
Maintain CPR/AED certification, as well as all applicable protocol certifications (EMD, EPD, EFD, etc.).
CALEA Accreditation Manager training or certification within first year of hire.
APCO, IAED, or NENA Emergency Telecommunicator Instructor credentials and Communications Training Officer (CTO) certification within first year of hire.
Complete PA state-approved public safety adult-education methodology training within two years.
Complete PEMA County Associate Certification within two years.
Earn and/or maintain Emergency Number Professional (ENP) certification within three years.
Must satisfy all background, criminal-history, drug-screening, and Human Resources training requirements applicable to the position.

Nice To Haves

An associate or bachelor’s degree in emergency management, public safety, education, organizational leadership, public administration, communications, or a related field is preferred.
Documented education or training in adult learning, instructional methodology, curriculum development, performance evaluation, quality improvement, accreditation, or project management is preferred.
Supervisory or management experience in a multi-discipline 9-1-1 center providing police, fire, and EMS call-taking and dispatch is strongly preferred.
Preferred credentials include Pro Board Telecommunicator I or II, IAED Emergency Dispatch Quality Assurance certification.

Responsibilities

Lead the Professional Standards portfolio and establish annual goals, work plans, performance measures, documentation requirements, and reporting cycles aligned with Department priorities, County policy, Pennsylvania requirements, and recognized emergency communications standards.
Directly supervise, coach, develop, and evaluate up to six assigned personnel; establish work priorities, distribute workload, monitor performance, support succession planning, and administer performance improvement or corrective action in coordination with the Operations Manager and Human Resources.
Provide management oversight for accreditation and recognition programs applicable to the Department, including CALEA Public Safety Communications accreditation, APCO agency training program certification and standards, IAED Accredited Center of Excellence programs, and EMAP accreditation activities assigned to the Department.
Maintain continuous accreditation readiness by assigning standards, coordinating self-assessments, managing proofs of compliance, monitoring corrective actions, preparing for remote and on-site assessments, and ensuring accreditation responsibilities are embedded in routine operations rather than treated as periodic projects.
Direct the comprehensive 9-1-1 telecommunicator training program across the employee lifecycle, including recruitment support, onboarding, initial academy, call-taking and dispatch certification, field training, remediation, continuing education, recertification, specialized training, promotional development, and leadership development.
Ensure training curricula, lesson plans, practical exercises, examinations, competency validations, instructor qualifications, and training records meet applicable PEMA requirements, approved protocol requirements; County policy, and recognized APCO, NENA, IAED, CALEA, and other relevant standards.
Oversee the Communications Training Officer (CTO), and the Emergency Telecommunicator (ETC) Instructor programs, including selection, initial qualification, continuing development, evaluation, documentation, coaching expectations, and consistency of trainee assessment across shifts and disciplines.
Approve an annual training needs assessment and training plan informed by operational data, QA/QI findings, policy or technology changes, significant incidents, after-action reports, employee performance trends, complaints, certification requirements, and public safety partner feedback.
Lead the QA/QI program and establish objective review methodologies, sampling practices, evaluator calibration, scoring standards, confidentiality safeguards, appeal or reconciliation processes, reporting requirements, and performance indicators for call-taking and police, fire, and EMS dispatch functions.
Analyze individual and system-level trends and ensure findings lead to appropriate feedback, coaching, remediation, policy review, process redesign, technology changes, recognition, or other improvement actions; measure whether interventions produce sustained improvement.
Ensure compliance with PEMA telecommunicator registration, training, certification, QA/QI, recordkeeping, and biennial review requirements; coordinate corrective action and improvement plans when a deficiency is identified.
Provide recurring reports and recommendations to ECC and DPS leadership concerning accreditation status, training completion, certification compliance, QA/QI performance, risk, staffing and resource needs, corrective actions, and improvement outcomes.
Coordinate with the 9-1-1 Operations Manager on policy and procedure development and evaluate the training, QA/QI, accreditation, staffing, technology, and resource impacts of proposed changes before implementation.
Participate in significant-incident reviews and after-action processes and ensure lessons learned are incorporated into training, policy, QA/QI, accreditation, exercises, and operational improvement initiatives.
Engage law enforcement, fire, EMS, emergency management, municipal, healthcare, educational, and other partners to identify service-delivery expectations, obtain operational feedback, and incorporate qualified subject-matter expertise into training and improvement activities.
Maintain sufficient operational knowledge, dispatch proficiency, and qualifications to assist ECC leadership during critical incidents, severe weather, communications or technology failures, staffing emergencies, elevated call volume, continuity activations, or other emergent circumstances. May take ad hoc or regularly scheduled time on the 9-1-1 dispatch floor to maintain proficiency.
Assist with program budgets, contracts, accreditation fees, training technology, instructional resources, records systems, and other resources assigned to Professional Standards.
Represent DPS on local, regional, state, and national committees and workgroups related to emergency communications training, certification, accreditation, quality, and professional development.
Maintain confidentiality of personnel, QA/QI, accreditation, training, complaint, security-sensitive, and operational information.
Perform other duties and special projects consistent with the purpose and level of the position.