Communications Center Manager

County of Lycoming•Williamsport, PA

3d•Onsite

About The Position

Oversees daily emergency communications, while managing staff, operations, technology, and budget for the Communications Center. Ensures seamless 24/7 response and responsible for efficient processing of emergency calls and the effective dispatching of police, fire, and EMS resources. Develops policies, oversees supervisors, handles personnel, coordinates with outside agencies, maintains equipment, and ensures compliance with standards. Often on-call and deals with high-stress situations.

Requirements

Bachelor's degree in Management, Criminal Justice, Public Administration, or related field, and four (4) years related experience.
Three (3) years Supervisory experience in a Communications Center with knowledge of modern 9-1-1 and dispatch procedures highly preferred.
Demonstrated effective writing, interpersonal, and verbal skills as well as Personnel, Fiscal and Project Management skills desired.
Valid PA driver’s license
Must submit to an extensive background and criminal history check and must be fingerprinted and sent into the FBI Identification Division through the State Identification Bureau.
Must submit to and pass a drug and alcohol screening per County policy.

Nice To Haves

Three (3) years Supervisory experience in a Communications Center with knowledge of modern 9-1-1 and dispatch procedures highly preferred.
Demonstrated effective writing, interpersonal, and verbal skills as well as Personnel, Fiscal and Project Management skills desired.

Responsibilities

Responsible for the 24-hour operation of the Lycoming County Communications Center.
Plans, coordinates, and directs all center activities, ensuring efficient 24/7 operations for emergency and non-emergency calls.
Implements work schedules to maintain 24/7 staffing levels and, in conjunction with HR, handles disciplinary actions or performance evaluations.
Develops, implements, and revises standard operating procedures (SOPs), goals, and strategic direction, including adherence to state and federal guidelines. Ensures compliance with FCC, state, and local regulations.
Assists with budget preparation, manages expenditures, and oversees grant applications.
Maintains and submits accurate yearly PEMA financial reports and accurate responses to PEMA financial audits.
Manages communication systems (radio, phone, CAD, NG911), oversees maintenance, and plans for system upgrades.
Coordinates with law enforcement, fire, EMS, and other public safety agencies (such as: basic life support services, advanced life support services, police departments, and hospitals) to optimize communication and response.
Completes periodic review of all Communications Manuals: Fire/EMS (as well as field manual), Police, and Internal Operations Manual to ensure accuracy and maintain a Dispatch backup manual.
Ensures accurate data entry and validation, often involving systems like NCIC (National Crime Information Center).
Investigates complaints, ensures proper handling of evidence (call recordings), and maintains high operational standards, and ensures Act 78 and Public Safety Emergency Telephone Act compliance.
Submits annual PEMA 9-1-1 plan, oversees PEMA QA/QI requirements, and responsible for overseeing the PEMA 9-1-1 Training Certifications for Communication Center staff.
Maintains effective communications within DPS divisions; specifically, EMA and EMS.
Serves on-call, responds to emergencies from off-duty and plans for continuity of operations.
Leads operation of the Communications Center during a disaster and activation of the EOC (Emergency Operations Center), and works in tandem with EMA Manager and Director to resolve.
Notifies and alerts all agency users including Lycoming County Commissioners, Director of Management Operations, Lycoming County Sheriff, and agencies such as: ACS and American Red Cross.
Provides operational oversight to supervisors and staff.
In the absence of the Director or Deputy Director of DPS, also responsible for overseeing EMA and EMS staff and assumes responsibilities as needed.