Emergency Communication Operations Manager

Invite Only•Centennial, CO

About The Position

The Emergency Communications Operations Manager oversees the daily operations of the fire and emergency medical dispatch center, ensuring alignment with organizational values and service standards. This role provides collaborative leadership by directing, delegating, and coordinating dispatch operations and staffing in accordance with established policies and procedures. The position ensures the efficient and effective handling of emergency and non-emergency calls while fostering a culture of excellence, accountability, and teamwork among communications staff. Additionally, the Emergency Communications Operations Manager works closely with District and Battalion Chief leadership, as well as line personnel, to support operational coordination, communication effectiveness, and continuous service improvement.

Requirements

Must be at least 21 years of age with a high school diploma or GED. Post-high school education at a technical or college level is preferred.
Five (5) years of responsible, professional-level, full-time experience in emergency dispatch operations and communications center is required.
Two (2) years of supervisory experience in an emergency communications center is required.
Must obtain within 1 year of accepting position APCO Registered Public-Safety Leader Certification (RPL) NENA Center Manager Certification Program (CMCP) Communications Center Manager Certification (CCM) Federal Aviation Administration Part 107 remote Pilot Certificate
Must maintain active IDT Status
Possess a valid Colorado Driver’s License and an acceptable driving record in accordance with the SMFR’s Driving Records Policy.
Possession of ICS 100, 200, 300, 400, IS 700, 800, Blue Card, APCO Telecommunicator, Basic Fire, S200, S130, S190, S290, S230, CPR Certification.
Knowledge of the principles, practices and techniques of emergency dispatch and communications center management, including Emergency Medical Dispatch (EMD).
Knowledge of organizational administration and management theories/practices including budgeting, personnel management, strategic planning, and maintenance/retention of public records.
Knowledge of computer-aided dispatch (CAD) systems, 800 MHz radio systems and Automatic Vehicle Location (AVL).
Knowledge of applicable federal, state, and local laws, regulations and standards pertaining to fire and emergency medical services; personnel; safety; FCC rules and regulations governing radio and telephone usage.
Knowledge of NENA, APCO, and FCC standards.
Communication skills with ability to express ideas clearly and concisely in written or verbal formats and present complex findings to a variety of audiences.
Ability to analyze data, develop conclusions and demonstrate critical thinking.
Ability to exercise independent judgment and initiative to establish and maintain effective working relationships.
Ability to manage interpersonal and organizational conflicts.
Ability to select, supervise, train, motivate and evaluate staff; ability to provide goals, direction, and effective leadership.
Ability to operate radio, telephone and computer systems under routine, emergency, and high stress conditions.
Strong decision-making, crisis management, and problem-solving abilities.
Requires frequent use of personal computers including various software packages, databases and spreadsheet programs, portable radios, district automobiles, calculator, telephones, mobile computers, copy machines, cameras, printers, and other general office equipment.
Requires nimbleness of hands for typing and writing.
May be required to lift up to 25 pounds.
Must have adequate hearing, manual dexterity, and mental disposition to remain alert and perform all essential job functions.
Ability to perceive the full range of the color spectrum, such as working with electronically produced letters, numbers and/or images on a computer monitor.
Ability to wear a headset for long periods of time.
Ability to type a minimum of 40 wpm.

Nice To Haves

International Academy of Emergency Dispatch Medical (IAED) Preferred
International Academy of Emergency Dispatch Fire (IAED)

Responsibilities

Plans, directs, and coordinates day-to-day work activities; assigns projects and programmatic areas of responsibility; assesses and monitors workload; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.
Provides leadership and a commitment to excellence by inspiring, empowering, and motivating personnel; participates in the selection and training of employees; evaluates performance; provides coaching and mentoring; and takes corrective measures, including disciplinary actions.
Provides management, supervision, and coordination of personnel in Emergency Communications including scheduling and assigning work; allocates resources; assists in the coordination of contracted personnel, e.g., instructors, vendors, etc.
Works in coordination with the Emergency Communications Director to develop, implement, and enforce policies and procedures related to employee performance and professional development within the bureau; recommends and implements changes to improve efficiency and operational effectiveness.
Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources; initiates, coordinates, and enforces systems, policies, and procedures.
Explains, advocates for, and defends programs, policies, and activities; negotiates and resolves sensitive and controversial issues.
Participates in the selection of staff; orients and trains employees, developing personal growth opportunities.
Maintains a safe and healthy working environment by establishing and enforcing safe work practices and organizational values, adhering to legal requirements.
Serve as liaison between the communications center and law enforcement, fire, EMS, and emergency management agencies.
Maintains a positive customer service attitude with the public, user agency members and co-workers; assists in the investigation and resolution of complaints.
Creates, revises, and implements procedures, operating guidelines, and other protocols as they pertain to fire/rescue dispatch operations.
Assists the Emergency Communications Director in the development and delivery of specialized training programs.
Troubleshoots problems with complex communications and computer equipment; implements repairs or contacts proper vendors for immediate attention.
Completes a variety of reports and correspondence relating to shift and personnel activities; assist the Emergency Communications Director in gathering and analyzing data and statistics.
Monitors operational quality control.
Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
Assists the Director as a representative on various regional and state committees.
Attends monthly Leadership meetings.
Performs the duties of a Dispatcher or Supervisor when needed.
Operates various automated and/or communications equipment including computer-assisted dispatch terminal; enters and retrieves data; monitors and operates TDD/TTY to communicate with hearing-impaired callers; contributes to and supports the mission, vision and values of the Bureau and South Metro Fire Rescue.
May act as the Director in their absence.
Performs additional job-related tasks such as center trainings and special projects, as needed or assigned.
Coordinates communications operational response during major incidents, disasters, or system outages.
Handles citizen inquiries and complaints related to 911 operations in a professional and timely manner.
Assists with operational reports and statistics for leadership and governing bodies.
Monitor operational performance, call handling times, and dispatch accuracy; recommend and implement improvements as needed.
Serves as a liaison between operations and technical staff to support response enhancements and operational needs.
Ensures staffing and training for Special Teams within the Communications Center Unmanned Arial Vehicle (UAV) Drone Team Incident Dispatch Team (IDT) Team