Emergency Communications Assistant Operations Manager (49155)

NORTH TEXAS EMERGENCY COMMUNICATION CENTER INC•Carrollton, TX

10d•$85,086 - $101,899•Onsite

About The Position

The Emergency Communications Assistant Operations Manager is responsible for providing leadership support to the Operations Department and participate in the daily operations of the North Texas Emergency Communications Center (NTECC). The Assistant Operations Manager works under the general supervision of the Operations Manager. This role demonstrates a leadership presence that promotes the NTECC mission, vision, and strategic plans. The position ensures all operational staff quarterly and annual performance evaluations are completed, and monitors staff for performance, training, and compliance with guidelines and standards. The Assistant Operations Manager serves as a subject matter expert as needed, including de-escalating situations or identifying opportunities for improvements to policies and procedures. They review dispatch audio recordings, evaluate statistical reports, and counsel and mentor assigned employees. The role participates in conducting internal investigations and complaints, manages administrative tasks for the Operations Department (e.g., schedule development and maintenance, approval of overtime, payroll timesheet approvals, personnel discussion documentation), and partners with quality assurance and training staff to continuously monitor and improve performance, processes, and procedures. The Assistant Operations Manager conducts quality assurance reviews on radio traffic or calls as needed, prepares or reviews statistical data for reporting, analysis, review, and compliance, and prepares various documents and reports. They also assist in coordinating equipment testing and participate in the development and review of policies, procedures, and guidelines for operations. Availability to respond to critical issues during non-business hours is required, as is performing Operations Supervisor and ECS functions as needed. The role supports the relationship between the NTECC and the general public by demonstrating courteous and cooperative behavior, maintaining confidentiality, and representing the Center at relevant organizations. Maintaining the integrity, professionalism, values, and goals of the NTECC by assuring adherence to rules and regulations, and preserving accountability and public trust are key. Punctual and regular attendance is expected, along with performing other duties as assigned. The position requires the ability to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night).

Requirements

Leadership philosophy, supervisory techniques and practices.
Ability to supervise, direct and develop assigned personnel.
Apply a high level of initiative, discretion, and judgment in accomplishing work.
Strong interpersonal skills to build and maintain rapport with employees at all levels and client agencies.
Ability to address multiple demands simultaneously; prioritize work and responding to difficult situations under stress of time or circumstances; remain calm and operate effectively in high stress situations.
Public safety communications strategies, practices and technologies, including peripheral equipment used by Operations staff.
State and federal laws, regulations, and statutes governing dispatch for emergency services.
High school diploma or GED equivalent.
Three (3) years of progressively responsible supervisory experience in public safety communications.
Must be as least 18 years of age.
Must pass a drug screen.
Communicating clearly and concisely verbally, and relaying details accurately.
Must read, speak and write in English.
A valid Texas Driver’s License may be required or be able to obtain one within 90 days of employment.
Must be able to pass FBI criminal background fingerprint check and comply with state and federal requirements for criminal justice information security standards.

Nice To Haves

Position requires successful completion of all required certifications within one (1) year of appointment. Certifications include: Texas Commission on Law Enforcement (TCOLE) Public Safety Telecommunicator License; NCIC/TCIC full access, CPR, and IAED Emergency Medical Dispatch. Depending on the needs of the NTECC, additional licenses and certifications may be required.

Responsibilities

Demonstrates a leadership presence that promotes the NTECC mission, vision, and strategic plans.
Ensures all operational staff quarterly and annual performance evaluations are completed.
Monitors staff for performance, training, and compliance with guidelines and standards; serves as subject matter expert as needed including de-escalating situations or identifying opportunities for improvements to policies and procedures.
Reviews dispatch audio recordings; evaluates statistical reports; counsels and mentors assigned employees, as needed.
Participates in conducting internal investigations and complaints, as needed.
Manages administrative tasks for the Operations, including schedule development and maintenance, approval of overtime to ensure adequate coverage, processing payroll timesheet approvals, maintenance of personnel discussion documentation, etc.
Partners with quality assurance and training staff to continuously monitor and improve performance, processes, and procedures; conducts quality assurance reviews on radio traffic or calls as needed.
Prepares or reviews statistical data required for reporting, analysis, review and compliance; prepares various documents and reports to include shift reports, incident summaries, and other administrative paperwork.
Assists in coordinating equipment testing.
Participates in the development and review of policies, procedures, and guidelines for operations.
Must be available to respond to critical issues during non-business hours.
Performs Operations Supervisor and ECS functions to assist with daily operations, as needed.
Supports the relationship between the NTECC and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and NTECC staff; maintains confidentiality of work-related issues and NTECC information.
Maintains high level of confidential and sensitive information in a discrete and professional manner.
Represents the Center at local, regional, and National organizations relating to public safety communications.
Maintains the integrity, professionalism, values and goals of the NTECC by assuring that all rules and regulations are followed, and that accountability and public trust are preserved.
Demonstrates a strong leadership presence that promotes the NTECC mission, vision, and strategic plans.
Punctual and regular attendance to work.
Perform other duties as assigned.
Able to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night).