Manager, Dispatch Operations
About The Position
The Public Safety Field Communications Agency is responsible for managing public safety, two-way radio communications, infrastructure, and dispatch services on behalf of the Province. Reporting to the Director of Client Services, the Manager of Dispatch Operations leads the day-to-day operations and ongoing development of a 24/7 operations centre and its backup centre, supported by a team of approximately 20 staff. The centre delivers dispatch, call notification, and related services to client agencies across all levels of government – municipal, provincial, and federal – as well as to private-sector partners. Many of these clients are policing and enforcement agencies, fire departments, and other public safety organizations for whom accurate and reliable dispatch support is critical. Ensuring a consistently high quality of service and the accuracy of information provided to user agencies is the central focus of this role. The position combines operational leadership with business planning and strategic development. The Manager is responsible for establishing and maintaining the centre's service delivery model and for developing and ensuring the program complies with applicable legislative and regulatory requirements.
Requirements
- Experience in progressive leadership in complex environments that includes direct supervision of staff
- Experience building and maintaining relationships with client agencies, partners, and stakeholders
- Experience overseeing quality assurance, auditing, and continuous improvement initiatives
- Experience leading teams through projects and organizational change
- Must have previous experience working for or closely with public safety organizations in a paid or volunteer capacity
- Must have a valid unrestricted Class 5 licence
- Must be able to obtain an Enhanced Reliability level security clearance
Nice To Haves
- Completed post-secondary education in business administration, public administration, emergency management, communications, or related fields.
- Incident Command System (ICS 100-300) training.
- Certifications such as APCO Registered Public-Safety Leader, APCO Certified Public-Safety Executive, NENA Emergency Number Professional (ENP), Emergency Medical Dispatch (EMD), or other equivalent certification
- Knowledge of Motorola TMR2 dispatch radio consoles, Motorola PremierOne computer-aided dispatch systems, NICE digital voice logging systems, VoIP, and other support systems
- Knowledge of the public safety environment in Nova Scotia.
Responsibilities
- Provide steady, real-time leadership to Team Leads during routine and crisis situations, ensuring clear communication, rapid decision-making, and continuity of service.
- Build and sustain a resilient, high-performing workforce by actively coaching employees, setting and evaluating performance targets, and supporting mental well-being in a demanding 24/7 environment.
- Ensure the effective management of human and financial resources by promoting diversity and a healthy workplace, demonstrating leadership competencies, respecting corporate human resources practices, and fostering teamwork and individual development.
- Establish and maintain the centre's service delivery model, maintaining strong internal communication, proactively addressing performance and engagement concerns, and monitoring expenditures in alignment with procurement guidelines to support efficient and effective operations.
- Lead the planning, execution, and evaluation of a range of business operations, and contributing to business planning and the strategic development of the service area.
- Lead quality assurance and continuous improvement by reviewing processes and incidents to determine where new or revised procedures are needed to improve effectiveness and efficiency.
- Lead the overall operation, management, and control of the primary and backup communications centres, ensuring safe, accurate, and reliable service delivery at all times.
- Oversee the operation and maintenance of complex communications equipment, including dispatch consoles, voice recorders, alarm and notification systems, and officer location-tracking systems, and governing the appropriate use of restricted law enforcement and related databases.
Benefits
- Defined Benefit Pension Plan
- Health
- Dental
- Life Insurance
- General illness
- Short and Long Term Disability
- Vacation
- Employee and Family Assistance Programs
- Career development that gives you access to career guidance, tools, resources, and ongoing training at every stage of your career.
- Engaging workplace: our employees feel valued, respected, connected, and tuned in; we have forward-thinking policies and strategies.
- Countless career paths.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
