Emergency Communications Center Director

Bayfield County•Washburn, WI

12h•Onsite

About The Position

Responsible for planning, directing and administering the overall operation of the Ashland-Bayfield County Emergency Communications Center (ECC). This consolidated center is governed by the Ashland-Bayfield County Emergency Communications Center Board and serves all law enforcement, fire and EMS agencies in Ashland and Bayfield counties. This is not a law enforcement position.

Requirements

Bachelor’s Degree with at least two (2) years of experience with emergency services -OR- Associates degree and at least four (4) years of experience with emergency services -OR- High School diploma and at least six (6) years of experience in a Telecommunication or 911 center.
Minimum of two years of supervisory experience.
A valid driver’s license required.
Ability to type a minimum of 40wpm.

Nice To Haves

Supervisory experience in a communications center or public safety answering point preferred.
Must be eligible for and achieve certification in Emergency Medical Dispatch (EMD) and Transaction Information for the Management of Enforcement (TIME) system within one year of employment. Current certification preferred.
Successful completion of ICS-100, 200, 300 and 700 within one year of employment. Current completion of applicable ICS series preferred.
Knowledge of federal and state constitutions, state law, and county ordinances, and FCC rules and regulations.
Knowledge of policies and procedures governing the operation of the Communication Center.
Knowledge of law enforcement, fire and EMS techniques and procedures.
Knowledge of general management principles.
Knowledge of office record keeping and CAD systems, Microsoft operating systems and applications.
Knowledge of Ashland and Bayfield County radio and radio tower systems.
Ability to read maps (computer and/or paper) and quickly identify locations.
Knowledge of the 9-1-1- system and all equipment involved.
Working knowledge of computers, door, camera controls, and other equipment used in the Communication Center.
Ability to understand and follow oral and written instructions.
Ability to perform data entry proficiently.
Ability to prepare accurate and complete reports.
Ability to work under pressure, exercise good judgment, and make sound decisions in emergency situations while effectively dealing with irate citizens.
Ability to deal courteously and communicate effectively with public, officers, and staff.
Ability to interview and gather facts from complainants and/or victims in an appropriate manner.
Ability to read and interpret statutes, ordinances, and regulations.
Ability to use county office equipment and programs, including but not limited to: email, telephone, computer, photocopier, printer, fax and Microsoft Office programs
Ability to maintain regular, consistent and reliable attendance.
Ability to learn and become familiar with the geographic layout of Ashland and Bayfield Counties.

Responsibilities

Utilize a wide variety of specialized computer systems and equipment.
Access authorized State and National law enforcement computer systems.
Coordinate National Crime Information Center (NCIC) and Crime Information Bureau (CIB) training and certifications.
Serve as subject matter expert on all communications systems, including radio, towers, data, phone, VoIP, and other methods of communications.
Act as primary point of contact for service provision equipment/system problem resolution.
Manage all follow up with any service providers to ensure any automatic number identification / automatic location identification (ANI/ALI) issues are resolved.
Make needed changes to Graphic User Interface (GUI) for the Communication Center.
Regularly review the 9-1-1 system data for unusual calls, such as abandoned, misrouted, wrong agencies in the Emergency Services Number (ESN) etc.
Work with County GIS personnel to ensure databases, mapping system, and related infrastructure is properly maintained and updated.
Ensure that the equipment and communication systems in the primary ECC (Bayfield County) and back-up ECC (Ashland County) locations are functional.
Responsible for the maintenance of all 911 telecommunication lines.
Coordinate with Ashland and Bayfield County Emergency Management Offices related to radio, repeater, tower and related infrastructure to ensure the efficient operation of the ECC.
Assist with RFPs, Contracts, MOUs and other agreements related to equipment and technology utilized by the ECC.
Foster a positive organizational culture through behavior, demeanor and example.
Provide coaching, leadership, and mentorship to ECC staff.
Coordinate training, certification, recertification, and development of ECC staff including new employees, short-term, and long-term training needs.
Develop and monitor the ECC shift schedule ensuring proper coverage.
Ensures personnel understand policies and procedures.
Participate in the hiring, promotion, evaluation, discipline, or discharge of ECC staff in accordance with current county policy and procedures.
Manage quality control and ensure dispatcher proficiency.
Attend training programs as required to keep current on issues affecting ECC operations.
Coordinate public education and public relation appearances.
Record and research all complaints from citizens and user agencies.
Use independent judgment in making recommendations to effectively resolve the complaints.
Serve as liaison with law enforcement, fire/EMS user agencies.
Work with user groups to review and recommend changes in policies and procedures.
Coordinate with other agencies to ensure necessary exchange of information for maintaining 9-1-1 system.
Attend meetings as required to represent the Communications Center.
Develop and recommend operational policies and procedures for the ECC and forward them to the Ashland-Bayfield County ECC Board for review and approval.
Manage the daily dispatch operations of the communication center according to policies, procedures, and regulations.
Recommend, develop, implement and review standard operating procedures including training protocols.
Prepares, submits and administers the annual budget for the ECC.
Work collaboratively with county administration and the Communications Center Board regarding the ECC budget.
Prepares operational reports and records as requested.
Assist in writing grants for additional funding and improvements.
Compile statistics on ECC activity.
Utilize this information and data to plan, organize, and implement program changes in the ECC as required.
Maintains complete and accurate records of all 9-1-1 systems transactions, adjustments, resolutions, etc. as necessary and appropriate.
Monitor and forecasts trends in dispatch and industry operations, developments, and needs.
Make recommendations for improvements or changes.
Receives calls of need or distress and dispatches necessary agencies, manpower, and/or equipment needed to handle the complaint or report.
Receives emergency calls, determines the nature and location of emergency and services provided.
Coordinates emergency responses and personnel to include fire department, first responders, rescue vehicles, wrecker services, and ambulance.
Responds to inquiries and complaints from the public.
Provides motor vehicle checks as requested by officers.
Provides information to officers and other law enforcement agencies on records of stolen autos and wanted fugitives.
Coordinates sirens and public alert systems as needed.
Monitors closed circuit cameras and alarms located in the Communication Center.
Dispatches other personnel as needed to assist with inmate problems or disturbances and other duties as assigned by a supervisor.
Monitor all system equipment and resolve system alarms.
Records all services on CAD (Computer Aided Dispatch) and enters information in the Records Management System.
Records radio communication transmission on the CAD.
Records other communication received or dispatched as appropriate.
Enters warrants, articles, and missing persons into the CIB (Crime Information Bureau) computer system.
Monitors and answers incoming telephone lines.
Monitors and answers 911 telephone lines.
Monitors and operates CAD and the Records Management System.
Operates the TIME computer system on criminal and traffic information.
Serves as Time Agency Coordinator (TAC) Administrator.
Complete audits as required by CIB and the FBI.
Coordinates the warrant management program.