Operations Manager Jobs

About The Position

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.