9-1-1 Operations Manager

Position Overview :

The Operations Manager is a key leadership position responsible for overseeing the dispatch operations and public safety dispatch staff. This role ensures the delivery of high-quality emergency communication services through effective supervision of dispatch personnel, implementation of operational policies, and coordination with internal and external stakeholders.

The Dispatch Manager plays a critical role in maintaining operational readiness, enforcing compliance with regulatory and agency standards, and promoting a culture of accountability and professionalism. The Operations Manager will possess strong leadership skills, excellent communication abilities, and demonstrated experience managing teams in a mission-critical, high-stress environment.

Reports To : Communications Manager (Director of Operations)

Supervises : Public Safety Dispatch Staff

Position Responsibilities

• Provide direct supervision and support to telecommunicators, ensuring consistent performance and adherence to department standards
• Foster a workplace culture centered on accountability, professionalism, and collaboration
• Lead staff meetings, coaching sessions, and formal performance evaluations
• Support the recruitment, hiring, onboarding, and training of new personnel
• Work in partnership with the Communications Manager (Director of Operations) and the LCD leadership team to address personnel matters and execute workforce development strategies
• Evaluate staffing needs and trends; manage scheduling to ensure optimal shift coverage
• Monitor key performance indicators; develop and implement performance improvement plans as necessary
• Act as a liaison between frontline staff and leadership, facilitating clear communication and timely resolution of workplace concerns
• Contribute to strategic planning efforts, including the development and revision of policies and procedures
• Maintain flexibility to respond to emergent operational or staffing demands
• Acts as a liaison for service chiefs' concerns and escalates unresolved issues to the Communications Manager (Director of Operations).

Qualifications

Pre-Employment Requirements

Position Requirements

Hours & Compensation

Job Posted by ApplicantPro