Emergency Communications Operations Manager

Arlington County VA•Arlington, VA

4d•Hybrid

About The Position

The Department of Public Safety Communications and Emergency Management (PSCEM) is hiring an experienced emergency communications professional with strong organizational and leadership skills, inspirational people skills, and a passion for public service to support the Emergency Communications Center (ECC) as the Emergency Communications Operations Manager. The ECC provides assistance to the public by receiving and processing 9-1-1 emergency and non-emergency calls; and dispatching police, fire, and emergency medical service units in a prompt, efficient, courteous, and professional manner. The Emergency Communications Operations Manager will manage and oversee day-to-day operations of the Emergency Communications Center (ECC) and supervise the operational readiness of supervisors to ensure the ECC is properly staffed at all times. This fast-paced, challenging position will report to the ECC Deputy Administrator implementing initiatives and work elements in support of the ECC goals, priorities, and mission. The Emergency Communications Operations Manager will provide direct supervision to the ECC Supervisors and indirect supervision to the Public Service Telecommunicators (PSTs). This is an exciting opportunity to work in a progressive, state-of-the-art and forward-thinking ECC which has been recognized as a leader in providing critical emergency communications services through innovative measures.

Requirements

Associate's degree from an accredited institution in communications, criminal justice, emergency medical technology, radio engineering or a closely related field
Considerable supervisory experience and extensive experience managing 9-1-1 dispatch operations, emergency communications systems, or dispatcher training
A combination of education and experience that demonstrates knowledge of: response procedures for police, fire, and medical services; emergency communications systems that support public safety activities; federal, state, and county laws and regulations affecting ECC operations; and the ability to: manage staff, operations, and systems; analyze complex issues and processes, and recommend solutions; present oral and written recommendations; create strategies and plans to achieve organizational goals and objectives; and communicate effectively with individuals and groups in a diverse workforce and community
Virginia Department of Criminal Justice Services (DCJS) Basic Dispatch Certification

Nice To Haves

Department of Criminal Justice Services (DCJS) Basic Dispatch Certification
APCO or NENA certification in supervisory, managerial or leadership programs
Center Manager Certification Program certification
Bachelor's degree in criminal justice, Emergency medical technology, radio engineering or a closely related field
Formal education (degree or certification from an institution of higher education) in leadership, administration, or Business or Information Systems, or related field

Responsibilities

Overseeing the 24/7 ECC operations supervised by ECC Supervisors across four shifts
Developing staffing plans and schedules to support the efficient operations of the ECC
Identifying key trends and best practices which may impact ECC operations
Performing the full range of supervisory responsibilities, including directly overseeing and coordinating the work of the ECC Supervisors, hiring, selecting, orienting, training, applying appropriate disciplinary actions, and reviewing employee relations issues and complaints in coordination with the Human Resources Department
Conducting the full range of performance management duties, including creating goals and standards of performance, completing performance evaluations, approving evaluations completed by subordinates, and providing ongoing feedback to ECC Supervisors and Public Safety Telecommunicators (PSTs)
Reviewing all call and dispatching processes to ensure accuracy, promptness, courteous and professional demeanor
Developing operational policies and procedures
Liaising with the police, fire, and sheriff’s departments to determine operational needs and convey ECC’s position on operational issues