Deputy Director of Operations

County of San Juan•Communications Authority, NM

4d•Onsite

About The Position

The Deputy Director of Operations is responsible for the overall daily management and operational oversight of the communications center to ensure the delivery of efficient, effective, and compliant emergency and non-emergency dispatch services. This position provides leadership and direction for operational personnel, including Operations Supervisors, Shift Supervisors, Dispatch and Call taking personnel, and Warrants/NCIC personnel. The Deputy Director of Operations ensures operational readiness, adherence to agency policies and industry standards, regulatory compliance, and continuity of service in a 24/7 public safety communications environment. This position is classified as administrative.

Requirements

Bachelor’s degree in Public Administration, Criminal Justice, Emergency Management, Communications, or a related field; equivalent work experience will be considered.
Significant progressively responsible experience in public safety communications or emergency dispatch operations.
Supervisory or management experience in a communications center or comparable public safety environment.
Working knowledge of emergency communications operations, dispatch protocols, CAD systems, and radio communications systems.
Minimum of two (2) years of full-time experience as an Operations Supervisor with SJCCA or a comparable emergency communications center.
Ability to obtain required certifications within six (6) months of hire, except the New Mexico Public Safety Telecommunicator (PST) licensure, which can be obtained within twelve (12) months of hire.
Cardiopulmonary Resuscitation (CPR)
National Crime Information Computer Operator (NCIC)
New Mexico Emergency Medical Dispatch certification (NMEMD)
Emergency Fire, Medical, and Police Dispatch certification (EFD, EMD, EPD)
Emergency Dispatch Quality Assurance – Fire, Medical, or Police Certification (EMDQ)
New Mexico Public Safety Telecommunicator Certification (NMPST)
Association of Public Safety Communications Officials Supervisor Certification, or equivalent (APCO Supervisor)
High School Diploma or G.E.D.
Must possess and maintain a valid New Mexico driver’s license and acceptable driving record

Nice To Haves

Communications center manager certifications such as Center Manager Certified Program (CMCP); Emergency Number Professional (ENP).
Experience with accreditation processes and quality assurance programs.
Experience in organizational leadership, workforce development, and operational planning.

Responsibilities

Direct and oversee the day-to-day operations of the communications center to ensure uninterrupted emergency communications services.
Supervise Operations Supervisors, the Warrants Supervisor, and other assigned operational support personnel.
Manage and evaluate dispatch operations, including call-taking, radio communications, incident coordination, and resource deployment.
Ensure compliance with NCIC, CJIS, state, and federal regulations governing criminal justice information systems.
Monitor operational performance and ensure adherence to established service standards, protocols, and best practices.
Address personnel matters involving supervisory staff and assist supervisors with employee performance and disciplinary issues as needed.
Investigate complaints received directly or referred by supervisors, the Deputy Director of Administration, or the Director.
Participate in recruitment, selection, onboarding, and retention efforts for SJCCA personnel.
Conduct performance evaluations of Operations Supervisors and the Warrants Supervisor; review evaluations completed for Shift Supervisors, Public Safety Telecommunicators, Dispatchers, and Warrants personnel.
Develop work schedules and oversee approval of leave requests for operations personnel.
Perform the duties of an Operations or Shift Supervisor during shortages or emergency situations as necessary.
Maintain and audit operational records, reports, and department documentation using manual and automated systems.
Coordinate with the Deputy Director of Administration and external stakeholders, including medical facilities and user agencies, to address operational concerns and improve service delivery.
Serve as a liaison between SJCCA and user agencies to resolve operational issues and promote effective interagency communication.
Assist in the development, revision, implementation, and enforcement of agency policies, procedures, and operational standards.
Represent SJCCA at professional meetings, committees, user groups, accreditation activities, and community events.
Conduct presentations, public speaking engagements, and instructional training for internal and external audiences as needed.
Coordinate with the Deputy Director of Administration to address operational technology and communications system issues.
Assist the Director in strategic planning, operational improvement initiatives, and organizational development.
Participate in budget planning related to staffing, training, operational equipment, and resource allocation.
Ensure compliance with all applicable laws, regulations, accreditation standards, and agency policies.
Serve in the capacity of the Communications Director during the Director’s absence, as assigned.