Emergency Communications Operations Manager

IMPORTANT NOTICE: Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

The Department of Public Safety Communications and Emergency Management (PSCEM) is hiring an experienced emergency communications professional with strong organizational and leadership skills, inspirational people skills, and a passion for public service to support the Emergency Communications Center (ECC) as the Emergency Communications Operations Manager.  The ECC provides assistance to the public by receiving and processing 9-1-1 emergency and non-emergency calls; and dispatching police, fire, and emergency medical service units in a prompt, efficient, courteous, and professional manner.

The Emergency Communications Operations Manager will manage and oversee day-to-day operations of the Emergency Communications Center (ECC) and supervise the operational readiness of supervisors to ensure the ECC is properly staffed at all times. This fast-paced, challenging position will report to the ECC Deputy Administrator implementing initiatives and work elements in support of the ECC goals, priorities, and mission. The Emergency Communications Operations Manager will provide direct supervision to the ECC Supervisors and indirect supervision to the Public Service Telecommunicators (PSTs).  This is an exciting opportunity to work in a progressive, state-of-the-art and forward-thinking ECC which has been recognized as a leader in providing critical emergency communications services through innovative measures.

Responsibilities include:

• Overseeing the 24/7 ECC operations supervised by ECC Supervisors across four shifts;
• Developing staffing plans and schedules to support the efficient operations of the ECC;
• Identifying key trends and best practices which may impact ECC operations;
• Performing the full range of supervisory responsibilities, including directly overseeing and coordinating the work of the ECC Supervisors, hiring, selecting, orienting, training, applying appropriate disciplinary actions, and reviewing employee relations issues and complaints in coordination with the Human Resources Department;
• Conducting the full range of performance management duties, including creating goals and standards of performance, completing performance evaluations, approving evaluations completed by subordinates, and providing ongoing feedback to ECC Supervisors and Public Safety Telecommunicators. (PSTs);
• Reviewing all call and dispatching processes to ensure accuracy, promptness, courteous and professional demeanor; and

• Developing operational policies and procedures; liaising with the police, fire, and sheriff’s departments to determine operational needs and convey ECC’s position on operational issues.

   

The ideal candidate will have excellent communication skills, sound judgement, and the ability to thrive in a high-pressure, fast-paced environment. The Emergency Communications Operations Manager must possess strong leadership, customer service skills, and proven experience motivating and supporting staff.

Minimum:

Education:    Associate's degree from an accredited institution in communications, criminal justice, emergency medical technology, radio engineering or a closely related field; 
Experience:    Considerable supervisory experience and extensive experience managing 9-1-1 dispatch operations, emergency communications systems, or dispatcher training.  
Substitution:    A combination of education and experience that demonstrates knowledge of: response procedures for police, fire, and medical services; emergency communications systems that support public safety activities; federal, state, and county laws and regulations affecting ECC operations; and the ability to: manage staff, operations, and systems; analyze complex issues and processes, and recommend solutions; present oral and written recommendations; create strategies and plans to achieve organizational goals and objectives; and communicate effectively with individuals and groups in a diverse workforce and community.  


Licenses/Certifications:
Virginia Department of Criminal Justice Services (DCJS) Basic Dispatch Certification

Desirables: Preference may be g