Operations Manager, Communications

Mecklenburg EMS Careers•Charlotte, NC

3d•Onsite

About The Position

This role is responsible for managing major components of the Communication Center in collaboration with Field Operations. Key responsibilities include daily system oversight, unit hour production, and schedule execution for the upcoming operational period. The position involves establishing and achieving strategic goals, managing financial objectives through budgeting and variance analysis, and maintaining quality service standards. The Operations Manager will also foster relationships with Mecklenburg County Fire Departments, improve customer experience, and serve as the primary voting member of the RCC (Radio Communications Council) to ensure understanding of impacts on the Radio System. The role requires adherence to Medic Standards of Behavior and Core Values, maintaining positive working relationships, and ensuring confidentiality and compliance with all applicable laws and policies. Additionally, the position is responsible for performance management, project management, coaching, supervision, quality management, budget development, developing standards, and fostering teamwork within Operations-Communications. The role also involves managing subordinate supervisors and overseeing investigations and disciplinary matters in consultation with Human Resources, as well as coordinating grievance procedures and advising on personnel matters. Project work includes leading or participating in agency-approved improvement projects and reporting outcomes to senior leadership. The specialization focuses on Communications operations oversight for Mecklenburg County Fire Departments and MEDIC, using structured improvement processes to evaluate and enhance communications procedures and operations, building relationships with stakeholders, and ensuring continuity of service. The role also involves assisting CMED QI in ACE (Accredited Center of Excellence) oversight, SSP (System Status Plan) oversight, and handling scheduling, resource management, and approval of benefit leave for all Communications employees.

Requirements

S. or G.E.D required
Five (5) years of progressive experience leading communications centers in complex environments
Technical certificate of EMD/EFD, ENP, NENA/APCO membership preferred
Bachelor's degree from accredited four-year college or university or five to seven years related experience and/or training; or equivalent combination of education and experience preferred
System Status Management experience preferred
NAED EMD/EFD certification
NENA/APCO Membership
ENP certification preferred
valid NC/SC driver's license

Nice To Haves

Technical certificate of EMD/EFD, ENP, NENA/APCO membership
Bachelor's degree from accredited four-year college or university or five to seven years related experience and/or training; or equivalent combination of education and experience
System Status Management experience
ENP certification

Responsibilities

Accomplishes staff results and consistent measures by communicating job expectations to supervisors; planning, monitoring, and appraising job results; oversees coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Responsible for managing major components of the Communication Center in collaboration with Field Operations, including but not limited to, daily system oversight, unit hour production and schedule execution for the upcoming operational period.
Establish and achieve strategic goals by gathering pertinent business, finance, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Collaborates on 911 Surcharge annual budget and quarterly submissions to ensure appropriate reimbursement of applicable expenditures from NC 911 Board 911 Surcharge Tax.
Maintains quality service by supporting and holding accountability for quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.
Responsible for Communications oversight with Mecklenburg County Fire Departments by building and fostering relationships.
Improve customer experience by understanding their needs and seeking process improvements within Agency, system, and Communications boundaries and responsibilities.
Primary voting member of RCC (Radio Communications Council) to include ensuring work accomplished is understood as to impact on our Radio System.
Agency Representation - Adhere to the Medic Standards of Behavior.
Adheres to Medic’s Core Values of compassion, customer advocacy, fairness, honesty, integrity, responsibility and straight forwardness.
Maintain a positive working relationship with internal and external customers.
Maintain confidentiality of information, abide by all applicable laws, comply with departmental policies and corporate compliance plans.
Make recommendations for process improvement.
Development and support adherence to all Agency policy and procedures.
Responsible for performance management, project management, coaching, supervision, quality management, budget development, developing standards, and fostering teamwork within Operations-Communications.
Employee Relations – Manages subordinate supervisors, who supervise employees in Communications.
Responsible for overall direction, coordination, and evaluation of this unit.
Oversees Operations Supervisors’ investigations of employees for disciplinary matters, review reports regarding the investigations and approves discipline recommendations in consultation with the Human Resources.
Provides leadership to Supervisors and employees in order to develop skills enabling them to resolve difference and conflicts, and advises employees, in consultation with HR as needed.
Coordinates and facilitates grievance procedures.
Analyzes, develops and reviews policies and regulations for personnel matters.
Advises Operations Supervisors on the proper procedure in handling personnel matters and issues including employee evaluations.
Responsible for developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Project Work – regularly participates in Agency approved improvement projects as Team Lead or participant.
Ensures updates/outcomes are reported to senior leadership.
Responsible for Communications operations oversight for Mecklenburg County Fire Departments and MEDIC.
Use structured and approved improvement processes to continuously evaluate and better communications procedures and operations.
Build and maintain relationships with stakeholders to foster collaboration and continuity of service across Mecklenburg County.
Assists CMED QI in ACE (Accredited Center of Excellence) oversight to ensure ACE standards are met and exceeded consistently.
SSP (System Status Plan) oversight to ensure plans are followed, training is complete and Response Time Compliance goals are met or exceeded.
Continuously seeks improvement in this area based on best practices or implementation of new improvement processes.
Handles scheduling, resource management and approval of benefit leave for all Communications employees to ensure demand of the system is met.