911 Operations Manager

9-1-1 OPERATIONS MANAGER

JOB DESCRIPTION AND QUALIFICATIONS :

Summary : To manage, assist in planning, developing, and coordinating all aspects of the Blount County Communications District's day-to-day operational functions that provides public safety emergency and non-emergency dispatch services.

Supervision Received : Executive Director

Supervision Exercised : Exercises direct supervision over Shift Supervisors and / or Shift Leads

FLSA Status : Exempt

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are NOT intended to reflect all duties performed within the job.

Hiring Salary : $78,956.00

Full Range Salary : $78,956.00 to $103,019.67

Essential Functions :

• Assist the Executive Director with the preparation and administration of Blount County Communications District annual budget.
• Coordinate the organization, staffing and operational activities for the 9-1-1 Center. Assure adequate staffing and personnel scheduling needs are met within the Center. Initiate hiring processes when required.
• Participate in the development and implementation of goals, objectives, and strategic planning for the District; recommend operational policies and procedures.
• Make or assign staff to make copies of CFS or call information to provide to law enforcement agencies or fulfilling subpoenas for evidence in criminal matters as required. Appear in court to verify copies of documentation or audio as required.
• Manage the NCIC and CJIS programs and serve as the Terminal Agency Coordinator (TAC), Local Agency Security Officer (LASO) and Information Security Officer (ISO) for Blount County Communications District.
• Administer the District's computer aided dispatch (CAD) system in conjunction with the Deputy Director.
• Manage a Quality of Service (QoS) program for service delivery and customer satisfaction and follow through with proactive performance management, team building, and application of available technology and industry best practices.
• Receive complaints related to personnel matters, call taking, and dispatch issues from the public or participating public safety agencies and assure that the complaints are thoroughly investigated, tracked, and followed up in an appropriate manner.
• Assist the Executive Director with selecting, training, motivating, mentoring, and evaluating personnel; provide leadership; coordinate staff training; work with employees to correct deficiencies; develop performance improvement plans, recommend discipline and termination procedures.
• Assist the Executive Director as a liaison to the Blount County Communications District Board, participating public safety agencies, and local elected officials for planning and implementing projects and programs, resolving problems, soliciting feedback, and assuring quality service. This may involve attending meetings and special events during the workday and "after-hours" when necessary. It may also involve representing the District on various boards and committees.
• Working knowledge of the Records Management System (RMS), telephone, FAX, radio systems, and other equipment in the District, with the ability to perform basic troubleshooting, contact appropriate personnel to handle more involved repairs, and implement back-up systems when necessary.
• Develop programs and services related to research, grant writing, grant management, and program evaluation.
• Develop and recommend to the Executive Director dispatch protocols, District policies, Standard Operating Procedures (SOPs), to ensure cohesive, efficient, and effective operations, communicating changes to policy and procedures to staff.
• Serve as liaison and primary point of contact with operations staff from agencies served by the District.
• Available to respond to major emergencies and is available on-call after hours.
• Follows and applies the Blount County Communications District Employee handbook, policies, and procedures.
• Perform additional duties as assigned or required of the position.

Qualifications :

The following generally describes the knowledge and ability required to enter the job and / or be learned in a short period of time to successfully perform the assigned duties :

Experience and Training Guidelines

Minimum Qualifications :

Preferred Education : APCO Registered Public Safety Leader and / or NENA 911 Emergency Number Professional certification is preferred.

Working Conditions Environmental and Physical : While performing the duties of this job, the employee is frequently required to sit and talk or hear; use hands and fingers to handle or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is typically quiet, however may be moderately loud at times. The employee must be able to think, reason, and analyze multiple issues for extended periods of time. The employee must be able to function in stressful situations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional Requirements : Requires a comprehensive background investigation to include a local, state, and federal criminal history check, sex offender registry and credit check. Requires satisfactory results from a medical, psychological evaluation and pre-employment substance abuse testing and is subject to random alcohol and controlled substance testing.

The District has the right to add or change the duties of the position at any time. Blount County Communications District does not discriminate based on race, color, national origin, sex, genetics, religion, age or disability in employment or the provision of services and complies with the provisions of the Alabama Human Rights Act. In compliance with the Americans with Disabilities Act, the District will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer. Blount County Communications District is an Equal Employment Opportunity / Affirmative Action Employer.

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