ECC Operations Manager

Emergency Communications Operations Manager

The Emergency Communications Operations Manager supervises the Emergency Communications Center personnel responsible for receiving calls and dispatching emergency and non-emergency calls of an assigned shift. Ensures efficient emergency communications operations by overseeing activities, managing staff, implementing procedures, managing projects & events, and maintaining systems. Works on the 911 operations floor as necessary. Provides leadership to the supervisory team. Allocates resources and ensures coverage for emergency incidents. Develops operational policies for consistent responses to emergencies. Issues disciplinary action, ensures implementation of and compliance with new policies or initiatives, approves payroll, and assists with and facilitates Family Medical Leave Act (FMLA), and Americans with Disabilities Act (ADA) requests.

Emergency Communications Managers must remain calm and professional under pressure while accurately assessing and prioritizing incidents, managing assigned groups, and directing during critical incidents. They are expected to provide clear instructions to staff, callers and responders, including life-saving pre-arrival guidance when necessary while maintaining detailed records in the computer-aided dispatch (CAD) system real time.

This role requires strong communication skills, conflict resolution and mediation skills, attention to detail, and the ability to multitask in a fast-paced environment. Emergency Communications Managers play a vital role in ensuring public safety, and effective operations by facilitating timely and efficient emergency response services.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Supervises, manages, and evaluates assigned employees and makes decisions about hiring, discipline and / or termination of employees; prioritizes and assigns work; develops and oversees employee work schedules and approves time away from work; provides and / or facilitates employee training and development; addresses employee concerns and / or problems; counsels and / or disciplines as appropriate; completes employee performance appraisals; determines or makes recommendations regarding new hire salaries and salary changes; and acts as liaison between employees and management.
• Manages the daily operation of the Operations staff, monitoring work activities to ensure the effective and timely processing of emergency and non-emergency calls; the dispatching of public safety responders; and response to citizen concerns, to ensure an optimal level of 911 service delivery.
• Must be able to perform all duties & responsibilities of the Emergency Call Taker classification when necessary.
• Advises staff on difficult issues and makes decisions on exceptional situations, to manage and implement appropriate services and assistance.
• Promotes continuous improvement of the organization. Evaluates operations to create strategies for optimum efficiency and effectiveness, and to guide policy development.
• Develops employee training materials for educational purposes.
• Coordinates major / multi-agency, large-scale emergency events by allocating the appropriate personnel; making proper City and County notifications; and ensuring effective communication between Incident Command and Emergency Communication Center (ECC) personnel.
• Provides oversight of secondary training programs by evaluating trainee progress and trainer effectiveness, identifying performance deficiencies, and determining if there is a need for remedial training or disciplinary action. Maintains training records to ensure proper documentation and communication and performs remedial training to determine employee fitness.
• Investigates, reviews, and resolves personnel issues and complaints received from internal and external customers; issues progressive discipline to address and correct employee performance and behavioral issues; identifies employees who may require agency intervention efforts based on current patterns of documented performance, and behavioral deficiencies.
• Must be able to work all shifts, to include nights, weekends, holidays, and inclement weather.

Education and Experience : Associate's Degree or 2 Years of College in Business, Communications, Criminal Justice, Public Administration, Emergency Management, or related field; 5 to 7 years' experience in emergency communications, emergency dispatch, supervisory experience, or a related field OR Any equivalent combination of training and / or experience that provides the required knowledge, skills and abilities may be substituted Licenses and Certifications : Ability to obtain and maintain certifications in the following :

Knowledge of : Phone / Computer basics CAD Software Emergency Service Areas Scope of practice for each responding agency Telecommunications systems, which may include transmission, broadcasting and computerized databases, CAD system Incident Management Medical triage Occupational hazards and applicable safety principles and practices Applicable local and federal workplace labor laws Performance Standards Current standards and best practices in Emergency Communications Local government rules and regulations governing the 911 center. Notifications systems used in the event of a large-scale incident. Supervisory principles, practices, and techniques Conflict resolution and crisis management

Skill in : Decision-Making Critical Thinking Computer Problem Solving Communication and interaction with coworkers, management, subordinates, the general public and others to sufficiently exchange or convey information and to receive work direction

Ability to : Maintain confidentiality of information Maintain professional composure in stressful situations Work under pressure in a demanding environment Make appropriate and timely decisions in emergency and routine supervisory situations Remain impartial and objective when interacting with employees on any issues of performance or conduct Understand situational circumstances and provide clear, concise verbal and written instructions to others

ADA and Other Requirements : Work Environment and Physical Effort : Sedentary : Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment : Work is typically performed in an office or similar indoor setting. Employees may occasionally work in an outdoor environment or in a vehicle. Work Exposures : Employees may occasionally interact with individuals who are hostile or irate. City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.