Watch Command Operations Manager

City of New York•Brooklyn, NY

18h•Hybrid

About The Position

New York City Emergency Management (NYCEM) helps New Yorkers before, during, and after emergencies through preparedness, education, and response. NYCEM is responsible for coordinating citywide emergency planning and response for all types and scales of emergencies. The Response Bureau is NYCEM's 24/7 operations arm and is responsible for monitoring and responding to incidents across the five boroughs. Response Bureau personnel are the agency's frontline staff for alerting the public and City agencies, initiating on-scene NYCEM response, and providing ongoing coordination during emergencies. Watch Command operates 24/7, monitoring citywide radio frequencies, local, national, and international media, and weather forecasts. They function as the central notification point for NYC, transmitting notifications to agencies and Notify NYC messages. Watch Command serves as a dispatch and operations center for the agency, dispatching Citywide Interagency Coordinators, providing requested logistical and coordination support, and providing situational awareness updates to City agencies on ongoing incidents. The Public Warning Unit issues Notify NYC messages and Wireless Emergency Alerts to alert the public about emergencies, inclement weather, major disruptions, and other impactful information. The Watch Command Operations Manager provides strategic, administrative, and operational support to the Watch Command Unit, actively monitoring citywide incidents and ensuring timely response actions, while also supporting the unit’s core mission of maintaining situational awareness across New York City.

Requirements

A four-year high school diploma or its educational equivalent approved by a state's department of education or a recognized accrediting organization and six years of satisfactory full-time professional experience in one or a combination of the following: emergency management, fire, police, or military service, public safety, public health, public administration, urban planning, engineering, or another specialized area to which the appointment is to be made; or
A baccalaureate degree from an accredited college and two years of satisfactory full time professional experience in the areas listed in "1" above; or
A master's degree from an accredited college in emergency management, public administration, urban planning, engineering, economics, political science, the physical sciences ,or related field and one year of satisfactory full-time professional experience in the areas listed “1" above, at least two years of which must have been in one of those areas, or another specialized area to which the appointment is to be made.
Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must have a four-year high school diploma or its educational equivalent.
To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "1" above.

Nice To Haves

Proven leadership capabilities
Strong interpersonal and supervisory skills
Ability to work in dynamic, high-stress environments
Strong writing and communications skills
Strong analytical skills
Strong project management skills
Experience with public safety communications systems
Prior Watch Command or other public safety experience
Familiarity and proficiency in operating with emerging technologies
Proficiency with Microsoft Office applications (Word, Excel, Access, and PowerPoint)
Proficiency with GIS (geographic information systems) helpful
Knowledge – possesses appropriate subject matter expertise.
Work Ethic and Productivity – produces consistently high quality, accurate, and on-time deliverables; takes responsibility, is dependable, and accountable, and follows through; is responsive to requests from leadership.
Strategic Problem Solving and Innovation – is thoughtful and deliberate in approach to solving problems; demonstrates innovation and creative thinking.
Effective Communication – communication is clear, precise, and timely; understands their audience and display confidence in delivering their message.
Teamwork – encourage collaboration and motivate others; is able to both lead and follow when necessary; is an active listener and consider a broad range of perspectives.

Responsibilities

Supervises up to 15 staff members, and delegates work to support division strategic priorities; manages workload and stress levels through listening, schedule flexibility, and redistribution of work where appropriate.
Oversees staff daily operations including scheduling, timekeeping, and overtime management.
Trains staff on the operations of the unit, monitoring individual performance; sets annual goals with staff and monitors progress toward goals and other deliverables.
Drives professional career development of unit staff, coaching and encouraging training.
Creates, assists with, and participates in employee professional development initiatives, including unit-based training and agency drills and exercises.
Provides guidance and managerial oversight to unit personnel during daily public safety incidents that adversely impact New York City and require a multiagency response, including, but not limited to, confirming the scope and nature of incidents, ensuring that agency notifications are performed, analyzing information from multiple sources, preparing reports for dissemination to Executive Staff and senior officials of the City, and interfacing with the City's Emergency Operations Center (EOC).
Develops reports and program data summaries for senior/executive staff.
Ensures all aspects of day-to-day Unit Operations are addressed, operational and administrative issues are identified, corrected, and contingencies are in place to ensure operational continuity.
Develops and maintains the unit’s approach to quality assurance and quality control, auditing incidents and ensuring staff are meeting benchmarks for success.
Ensures the unit's Continuity of Operations Plan remains operational and tested regularly.
Implements new operational or administrative policies and procedural guidelines, standard operating procedures, newly deployed equipment systems, and emerging technologies.
Coordinates with members of the NYCEM Response Bureau management team to ensure that Watch Command operations and activities are seamlessly integrated with those of the Public Warning Unit and Field Response Unit, ensuring partner units are operating cohesively and effectively.
Offsets work hours when necessary to ensure 24-hours managerial unit coverage and oversight during large-scale emergencies and/or major incidents.
Serves as a Watch Command Supervisor on a contingent basis to fill critical staffing gaps, including during non-business hours.
Assists the Director with developing and/or maintaining a unit strategic plan.
Recognizes and encourages team-supportive actions and behaviors, collaboration, cooperation, and activities contributing to others’ success; fosters an inclusive team culture.
Produces clear, appropriate, and well-written materials for the unit; communicates clearly and effectively; models integrity with honest and transparent communication, even in challenging situations.
Fosters increased knowledge of the unit’s work across the agency, and encourages the unit to recognize and support the work of other units and divisions.
Other duties as assigned by the Assistant Commissioner of Response, or Director of Watch Command.