911 Emergency Communications Manager

Saline County • Benton, AR

3d • Onsite

About The Position

This is a hands-on supervisory position strictly responsible for the active, day-to-day operations and all live dispatch-related functions of the Saline County Emergency Communications Center. The focus of this role is maintaining an active floor presence to ensure continuous center coverage, tracking real-time compliance, and mentoring shift supervisors. To fulfill these operational requirements, the employee must maintain administrator-level working knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, Rapid Deploy, Motorola FLEX, Open Path security, and all additional software and equipment utilized in the 911 center.

Requirements

• High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, emergency management with extensive dispatch experience of 6 years dispatch paired with at least 3 years of dedicated management floor experience.
• Must have proven capability supervising a large operational team (25+ personnel).
• Ability to write reports, business correspondence, and policy/procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Exceptional ability to maintain total control of emotions and speak in a clear, articulate manner under highly stressful, rapidly evolving emergency situations.
• ACIC Advanced Certification
• FEMA 100, 200, 700, and 800 Courses
• Basic Telecommunicator Course
• Communications Center Supervisor Course
• Communications Training Officer
• Advanced: Payroll Systems, Spreadsheet, Word Processing/Typing
• Intermediate: Presentation/PowerPoint
• Working knowledge of Federal Communications Commission Rules and Regulations regarding operation of two-way radio equipment
• Ability to communicate tactfully, and effectively
• Must be able to interpret a variety of county, state, and federal laws, make decisions and action accordingly
• Experience with mentoring and counseling employees
• Ability to speak in a clear, articulate manner
• Ability to determine priority of calls, procedures, and direct appropriate field units by maps, logs, technical manuals and departmental procedures
• Ability to write clear and concise narratives
• Ability to control emotions under stressful situations

Nice To Haves

• APCO's Communication Center Manager certification
• working toward obtaining the NENA Emergency Number Professional certification
• ICS 300, 400
• Instructor Development Course

Responsibilities

• Oversee all daily dispatch-related functions, including real-time monitoring of radio, telephone, CAD, and system components to guarantee 100% operational uptime.
• Maintain an active physical presence in the dispatch center. Specifically required to be on-hand in dispatch every Wednesday night for the first 3 hours of the night shift to work directly with, mentor, and support the night supervisors.
• Compile and deliver mandatory daily operational reports to the Emergency Management Director regarding center performance, critical incidents, and staffing levels.
• Maintain up-to-date departmental records, training logs, and standard operating procedures within PowerDMS. Conduct daily reviews of these records alongside shift supervisors to ensure absolute compliance.
• Manage all procurement and purchasing requests for the 911 center's daily operational needs, ensuring all purchases are routed for and receive Director approval prior to execution.
• Develop daily work schedules, manage personnel tracking, and dynamically adjust shift coverage to ensure a smooth, safe workflow across all hours. Step in to personally work a dispatch console during critical manpower shortages.
• Continually execute and manage the center's Quality Assurance Program by reviewing live and recorded call-taking data against established protocols to maintain high-performance standards.
• Perform immediate troubleshooting on communication hardware or software malfunctions, notify tech support for major repairs, and instantly implement emergency backup systems when necessary.
• Assign, prioritize, and review the live work activities of Communications personnel. Coach, counsel, and issue immediate corrective discipline to floor staff as needed.
• Receive, thoroughly investigate, and track operational complaints regarding call-taking or dispatch issues from the public and field units, delivering rapid resolutions.
• Obtain the director’s approval on all aspects and any changes in the 911 center.
• Other duties as assigned.

Benefits

• Group health, dental and life insurance is paid by the County for the employee’s coverage provided the employee obtain a wellness check within designated timeframe.
• The County contributes 15.32% towards the employee’s retirement through the Arkansas Public Employees’ Retirement System
• Bilingual pay is available once proficiency has been established.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED