911 Operations Manager - Amended

City of Minneapolis•Minneapolis, MN

10d•Onsite

About The Position

The City of Minneapolis is seeking a talented individual to support and assist the Emergency Communications Assistant Director by planning, organizing and supervising the work of 911 Center's staff assigned to the Emergency Communications Department in the City of Minneapolis. We're looking for motivated individuals who want to build a career while serving the community. Ideal candidates are excited to work alongside other dedicated professionals to help the residents, visitors and businesses of Minneapolis. The 911 Operations Manager will direct the operations of the Minneapolis Emergency Communications Center in providing all 911 call answering and police and fire dispatching for the City of Minneapolis. Engaged - Supportive - Professional Department Mission Statement: Minneapolis 9-1-1 forms the vital link between the public and the emergency responders. The department strives to collect and disseminate all requests for service in a prompt, courteous, and efficient manner. The department's actions help save lives, protect property and assist the public in their time of need.

Requirements

Bachelor's degree in business administration or a related field.
Four years of experience related to the position, including at least one year of experience at a supervisory or higher level.
Ability to use and operating communications center equipment including but not limited to: Computer Aided Dispatch (CAD), multi-line phone, 800 mHz radio, and other NG911 tools.
Ability to develop and maintain effective working relationships and deal tactfully with a wide variety of people.
Experience with policy development.
Ability to coordinate the work of subordinates under highly stressful conditions.
Strong verbal and written communication skills.
Experience with Police, Fire, and Emergency Medical Services (EMS) practices and dispatching procedures.
Managing staff, projects and processes and ability to produce results with direct reporting relationships and collaboration across functional lines.
Planning, coordination, organization and problem-solving skills with ability to collaborate at all levels and think both strategically and tactically.
Knowledge of applicable labor, criminal, and civil laws and ordinances.
The geography and physical structure of the City of Minneapolis.
Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.

Nice To Haves

An equivalent combination of education and experience closely related to the duties of the position may be considered.

Responsibilities

Manage a team of shift supervisors who have first line supervisory responsibility for up to 70 full-time Public Safety Telecommunicator II & III staff.
Set performance expectations for quality service delivery and customer satisfaction, and follow through with proactive performance management, team building, and application of available technology and industry best practices.
Promote a diverse, culturally competent, and respectful workplace.
Serve as designated representative for step one grievances.
Communicate changes to policy and procedure to line staff.
Manage labor contract issues regarding work schedules and leaves of absence.
Manage the internal investigations and staff personnel issues.
Provide responses to customer inquiries and concerns from 911 callers and public safety personnel.
Assure accountability and discipline.
Provide professional development to staff.
Serve as liaison and primary point of contact with command level operations staff from agencies served by the 911 Center.
Allocate staffing resources to meet daily, weekly, and seasonal workload fluctuations.
Develop and administer operational policies and procedures.
Participate in the budget process by identifying and documenting needs.
Work with the Director and Assistant Director of Emergency Communications on strategic planning.
Respond to the Public Safety Answering Point (PSAP) for major emergencies.
Coordinate and prepare emergency preparedness plans.
Ability to be available for after-hours on-call support.
This position requires working outside standard Monday–Friday business hours when operational needs or major incidents occur.
Requires availability to respond to phone calls from direct reports outside of regular business hours including but not limited to evenings, overnights, weekends, and holidays.