Operations Manager

JEFFERSON COUNTY COMMUNICATIONS CENTER AUTHORITY•Golden, CO

19d•$118,950 - $142,750•Onsite

About The Position

The Operations Manager coordinates, plans, directs, and oversees the daily operations of the Jeffcom Consolidated Emergency Communications Center, including Police Dispatch, Fire Dispatch, and Call-Taking. The position provides strategic leadership through workforce and succession planning, operational performance measurement, continuous improvement, and organizational development. It ensures operations follow established policies, procedures, and professional standards and maintains working relationships with agency partners to support clear communication and effective collaboration. The Operations Manager supervises and supports supervisory and line staff, promotes employee engagement and professional development, and analyzes staffing needs to maintain continuous 24-hour coverage. The role monitors real-time operations, provides guidance during critical incidents, and coordinates resources and communications during complex or large-scale incidents. It also monitors service levels, performance metrics, staffing trends, and resource allocation to help meet organizational goals and contractual obligations. Administrative work includes evaluating performance, supporting training and development, participating in quality assurance, and helping develop and implement policies and procedures. The position supports timely and accurate handling of emergency, non-emergency, and administrative calls and the dispatch of police, fire, and emergency medical services. The Operations Manager works under the general supervision of the Deputy Director of Operations and provides general supervision to supervisory and line staff. The position is based in a restricted-access, typical office and communications-center environment, with staff speaking on phones and radios. It involves supporting staff during heavy workloads, personnel shortages, and emergency crises, and frequent contact with citizens, employees, emergency responders, management, and private industry. Work beyond 40 hours per week may be required, including evenings, holidays, and weekends, with on-call availability as needed to maintain 24-hour coverage during severe personnel shortages and disasters.

Requirements

High school diploma or GED.
At least five years of experience as an emergency dispatcher, or a combination of experience and training providing the required knowledge, skills, and abilities.
At least three years of supervisory experience is required in the main requirements section.
Working knowledge of emergency communications systems, including computerized 911 phone systems, voice logging recorders, CCIC/NCIC, MSAG 911, CAD, radio systems, GIS and CAD mapping applications, records-management systems, alarm-monitoring systems, and EMD, EFD, and EPD protocols.
In-depth knowledge of federal, state, and local procedures, standards, and regulatory requirements for an emergency communications center or public safety answering point.
Ability to obtain CCIC/NCIC certification within six months of hire and pass a background check.
Ability to remain drug- and alcohol-free; marijuana use is not allowed, including medically prescribed use.
Valid Colorado driver's license and acceptable driving record; must maintain both.
Must maintain valid certifications for positions supervised.
Knowledge of personnel management, supervision, leadership, coaching, goal-setting, conflict resolution, team building, delegation, recordkeeping, and effective communication.
Ability to identify training needs and approaches to achieve training goals; organize resources, plan strategically, and manage projects.
Understanding of budget preparation and processes.
Knowledge of CAD, radio systems, telephony/911 systems, NG911, GIS/mapping, and location technologies.
Must obtain NENA Emergency Number Professional (ENP) certification within 12 months, as stated in the Required Knowledge, Skills and Abilities section.
Ability to manage real-time operations and shifting priorities in a high-stress environment.
Knowledge of Incident Command System (ICS), National Incident Management System (NIMS), and quality assurance/quality improvement processes.
Ability to analyze performance metrics, workload data, and service levels.
Ability to communicate effectively, make sound decisions, investigate and analyze data, and draw accurate conclusions.
Records-systems management skills and knowledge of public safety communications-center operations, services, and activities.
Knowledge of federal copyright laws relating to computer software.
Proficiency with standard office equipment, computer and network systems, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and email.
Knowledge of contract negotiations and existing agreements, as well as jurisdictional demographics, agency leadership, geography, local politics, and culture.
Excellent oral and written communication skills, business math, and basic accounting skills.
Knowledge of liability issues and ethical concerns related to training, supervision, and agency operations.
Understanding of CJIS compliance and data-security standards.
Ability to lead change and manage organizational transitions; understanding of emerging public safety communications technologies.
Understanding of diversity awareness and commitment to equality.
Knowledge of professional standards for public safety communications and relevant response agencies.
Ability to read, write, speak, and understand English adequately to perform the job.
Ability to lift or move objects up to 10 pounds frequently and up to 25 pounds occasionally; sit for extended periods; and perform frequent pushing, pulling, pinching, gripping, reaching, and repetitive motions, as well as standing, walking, kneeling, stooping, bending, lifting, and squatting as needed.
Ability to use talking, seeing, and hearing frequently, including close vision and adjustment of focus.
Ability to retain and apply relevant policies, procedures, criminal laws, and ordinances.
Bachelor's degree preferred.
Managerial experience at a 911 center preferred; the qualifications section specifies four years of managerial experience as preferred.
Preference for communications-center certifications, including NENA CMCP, NENA ENP, APCO RPL, or Priority IAED CMC, as described in the posting.
Preference for experience working in a consolidated center.
Experience with accreditation standards such as CAAS, APCO, or similar, if applicable.

Nice To Haves

Bachelor's degree.
Managerial experience at a 911 center; the qualifications section specifies four years as preferred.
Communications-center manager certification, such as NENA CMCP or Priority IAED CMC; the posting also identifies NENA ENP and APCO RPL as preferred certifications.
Experience working in a consolidated communications center.
Experience with accreditation standards such as CAAS, APCO, or similar, if applicable.

Responsibilities

Plan, manage, organize, and monitor the operation and maintenance of Police Dispatch, Fire Dispatch, and Call-Taking.
Collaborate with the Scheduling Team to plan and schedule staffing; oversee attendance records and approve exceptions for leave requests.
Direct supervisors and specialists, support them in difficult matters, assign and schedule their tasks, and ensure customer service.
Supervise and evaluate supervisors and other personnel; address deficiencies, develop performance improvement plans, recommend awards, issue corrective actions, and recommend formal discipline to the Executive Director.
Prepare and conduct timely, constructive performance appraisals and feedback.
Coach the leadership group, mentor future leaders, and support succession planning and leadership development.
Coach, counsel, and support staff; communicate organizational rules and policies; encourage problem-solving and participatory decision-making where appropriate.
Investigate complaints, policy violations, and related personnel matters, and recommend disciplinary findings and actions to the Deputy Director of Operations.
Collaborate with other managers to develop and implement communications-center goals, objectives, policies, and priorities.
Serve as an advisor and liaison to committees, vendors, community partners, the public, and regulatory agencies; build partnerships and coalitions.
Participate in professional groups and committees; stay current on trends, innovations, products, and enhancements relevant to communications-center operations.
Monitor regulatory changes and implement approved policy and procedural changes while adhering to applicable laws and codes.
Assist the Deputy Director with budget preparation and administration for each section and operate within specified fiscal parameters.
Recommend, develop, review, update, and implement policies, procedures, operating guidelines, technology, and staffing practices.
Develop and standardize procedures; monitor program and service-delivery efficiency, workload, and administrative support systems; identify and recommend improvements.
Develop staff work plans, track progress toward goals, and document performance feedback.
Participate in hiring, promotion, transfer, and other personnel processes and make recommendations.
Support call-takers, dispatchers, and supervisors during critical incidents.
Identify training and education needs and provide information to the Support Services Manager for program development.
Represent Jeffcom at industry and regional meetings and foster collaboration with neighboring public safety answering points and emergency agencies.
Review and analyze operational performance reports and recommend service-delivery improvements; ensure operational records are prepared, filed, and maintained in compliance with applicable requirements.
Meet regularly with communications-center personnel to share information, provide advice, and gather employee feedback.
Act as Jeffcom liaison for regional systems and SWAT callouts.
Perform agency CBI Coordinator duties, including obtaining OSNs for new employees, overseeing audits, reporting misuse, and managing terminal IDs and routing.
Maintain confidentiality of protected information, including CJIS, records-management, 911, call-for-service, and personnel information.
Represent Jeffcom professionally and work cooperatively with vendors, responders, member and user agencies, and coworkers.
Remain calm and effective during emergencies and heavy workloads; prioritize situations and act on information accurately and promptly.
Make presentations to public groups, local government representatives, management, and boards; participate in advisory planning teams and industry working groups.
Perform multiple tasks while remaining detail-oriented; investigate and analyze information and draw accurate conclusions.
Work more than 40 hours per week when required, including evenings, holidays, and weekends, and be on call as needed for coverage during severe staffing shortages and disasters.
Perform other duties as assigned.