Division Chief of PSAP Operations

City of Grand Forks, ND•Grand Forks, ND

43d•Onsite

About The Position

The City of Grand Forks Public Safety Answering Point is seeking a strategic, innovative, and experienced leader to serve as our Division Chief of PSAP Operations. This position oversees the 24/7 operations of our Public Safety Answering Point, ensuring the highest standards of emergency communications, service delivery, and operational readiness. The Division Chief plays a critical role in protecting community safety through leadership, policy development, performance management, and technological advancement.

Requirements

Knowledge: :The Division Chief of PSAP Operations must possess a knowledge of the principles, practices, and procedures of public safety communications and emergency call-taking, including computer-aided dispatch (CAD), radio, and telephone systems. The position requires a strong understanding of supervisory methods, employee relations, and leadership techniques; familiarity with municipal budget preparation and monitoring; and working knowledge of applicable local, state, and federal laws and regulations governing emergency communications.
Skills: Communicate clearly and effectively, both orally and in writing, and maintain cooperative working relationships with subordinates, peers, city leadership, and partner agencies. The role demands skill in problem-solving, conflict resolution, and decision-making under pressure, along with the capacity to interpret and apply departmental policies, procedures, and operational standards consistently.
Abilities: The Division Chief must be able to act calmly and decisively in high-stress situations, providing sound leadership and maintaining composure during emergencies. The position requires the ability to motivate, mentor, and evaluate personnel; identify and implement operational improvements; manage projects and priorities effectively; and maintain confidentiality and professionalism in sensitive matters. The ideal candidate will exhibit sound judgment, initiative, and adaptability in an environment that requires continuous improvement and interagency collaboration.
Experience: Five years of increasingly responsible communications experience including three years of administrative and supervisory responsibility.
Education or Training: Equivalent to a Bachelors degree from an accredited college or university with major course work in business administration, communications or a related field. Equivalent combinations of education and experience may be considered.
License or Certificate: Possession of, or ability to obtain a valid drivers license Possession of, or ability to obtain a Emergency Number Profession (ENP) certification within two years of appointment.

Responsibilities

Operational Leadership - Direct the daily activities of the PSAP, ensuring compliance with policies, procedures, and applicable laws while providing effective public safety communications services.
Senior Advisory Role - Act as a senior advisor to the Fire Chief on all PSAP-related matters, including staffing, operations, personnel concerns, and critical incident support; provide recommendations for policies and improvements.
Needs Assessment & Service Planning - Evaluate current PSAP service demands and staffing needs; recommend strategies and policies to ensure appropriate levels of service and readiness.
Personnel Management - Select, train, mentor, and evaluate PSAP personnel; provide coaching, feedback, and performance reviews; address performance deficiencies and implement corrective action as needed.
Workload and Staffing Oversight - Monitor staffing levels, scheduling, and workload distribution; ensure operational coverage 24/7 while balancing efficiency and employee well-being.
Process and Performance Improvement - Assess and monitor dispatch operations, internal reporting systems, and call-handling procedures; recommend and implement improvements to increase service quality and efficiency.
Training and Development - Oversee initial and ongoing training for call-takers and dispatchers; ensure staff maintain proficiency in systems, procedures, and customer service.
Technology and Systems Support - Maintain familiarity with CAD, radio, phone, and related communication technologies, coordinate with city IT and vendors on system functionality and upgrades.
Workplace Safety and Practices - Ensure PSAP staff follow city and department safety practices, proper ergonomics, and appropriate protective measures; address and correct unsafe conditions when observed.
Policy Implementation - Assist with developing, implementing, and enforcing PSAP operational guidelines and procedures in alignment with department goals and applicable standards.
Budget and Resource Support - Assist in developing and justifying budget requests for PSAP-related needs; provide leadership in monitoring operating and capital expenditures to ensure fiscal responsibility.
Budget Monitoring & Adjustments - Review expenditures, assess resource needs, and recommend adjustments throughout the budget cycle to ensure balance and efficiency.
Quality Assurance - Conduct call reviews, monitor compliance with protocols, and ensure adherence to state, local, and national standards for emergency communications.
Grant Administration - Seek, develop, and administer grants related to PSAP operations, technology, or staffing; ensure compliance with requirements of awarded funding.
Interagency Coordination - Serve as a liaison between the PSAP and partner agencies (law enforcement, fire, EMS, and mutual aid partners); foster effective communication and collaboration.
Public and Professional Representation - Represent the PSAP in assigned committees, professional group meetings, and training sessions; stay current on industry trends and best practices.
Emergency Support - Act decisively and calmly in emergency and high-pressure situations, providing leadership to staff during critical incidents.
Other Duties - Perform additional responsibilities as assigned to ensure the effective functioning of the PSAP division.