Assistant Manager - E911 Communications Services Division

JOB RESPONSIBILITIES:

The Assistant Manager is responsible for daily operational oversight of the 911 Communications Services Division. Under the direction of the Division Manager, the Assistant Manager exercises significant discretion and performs a broad range of duties involving the operation of the Division. As an employee of the 911 Communications Services Division, the Assistant Manager shall obey all policies, procedures, rules, and regulations of the 911 Communications Services Division.

ILLUSTRATIVE DUTIES:

• Performs direct supervision of Supervisors and TAC. Oversee the supervision of Telecommunicators.
• Coordinates and supervises the day-to-day operations of the Center, including the work of personnel in the communication center.
• Assists in the review and preparation of policies and procedures to ensure compliance with federal and state regulations, as well as accreditation standards.
• Thoroughly investigates or supervises the investigation of operational problems or complaints and satisfactorily resolves the issue.
• Assures that Center policies and procedures are adhered to by subordinate staff members.
• Oversee the Quality Assurance program.
• Oversee staff training activities and the CTO program. Coordinates required initial
• DOCJT Academy certification and annual re-certification training for telecommunications staff.
• Thoroughly investigates and takes appropriate action regarding the performance of staff members in their prescribed duties, including the issuance of commendations for exemplary job performance and disciplinary actions.
• Assists in the hiring process, including applicant interviews.
• Oversees scheduling of all full-time staff members, including requests for time off and overtime coverage. Ensures minimum coverage levels are maintained and authorizes deviations where necessary and appropriate.
• Assists as necessary in the research and planning efforts of the Division.
• Prepare necessary reports or reviews and submit them in a timely manner.
• Coordinates and monitors assigned projects of subordinate staff members.
• Maintains a positive and effective professional relationship with the 911 Service User Committee and external agencies, as appropriate and as requested by the Division Manager.
• Maintains a working knowledge of line dispatch duties and computer operations.
• Attends scheduled staff and routine meetings with the Manager.
• May act as Division Manager in the absence of the Manager.
• Is available to handle operational problems on a 24-hour-a-day, on-call basis.
• Ability to correct system failures as needed to maintain critical and essential communications systems operational.
• Assists with the preparation of the Division’s annual budget.
• Keeps up to date with advances in technology concerning public safety telecommunication centers and recommends changes, as appropriate, to improve Division efficiency and effectiveness.
• Performs other job tasks and self-development activities as necessary or as required by the Manager

QUALIFICATIONS:

Position requires a minimum of 4 years of demonstrated, successful public safety telecommunications administrative and/or supervisory experience, preferably in a multiposition, multi-jurisdictional environment. Demonstrate knowledge and proficiency in the operation and maintenance of the devices and systems in a modern communications center. Demonstrate ability to manage personnel and make recommendations for professional development of Telecommunicators, TAC, and Supervisors. Demonstrate openness and ability to keep management and subordinate personnel briefed as necessary to accomplish the goals of the 911 Communications Services Division.

PHYSICAL REQUIREMENTS:

Must maintain the physical requirements to successfully pass the Essential Job Function Test as required for the position.

KNOWLEDGE, SKILLS, AND ABILITIES:

Work is in an office environment. Little physical strength and/or endurance is required. Position is physically comfortable. Occasionally, a job may require physical exertion such as bending, lifting, stooping, reaching, walking, or similar physical activities. Must have the ability to handle multiple tasks at one time and remain calm in an often-stressful environment. Must be able to input data via keyboard and demonstrate proficiency with Microsoft products. Must be able to speak and communicate clearly over telephones and radio. Must be capable of activating radio and phone systems utilizing buttons and switches.