Job Summary

The 911 Operations Manager represents York County 911’s positions, initiatives, and interests with a focus on operating a World Class 911 call center for fielding and dispatching emergency and non-emergency calls. The span of control of this position is approximately 30-40 employees. This includes shift supervisors, and dispatchers/call takers. This position is responsible for ensuring that dispatchers are accurate, timely and efficient in their daily work productivity by means of both firsthand observations of the day-to-day operations and by reviewing Department reports.

The York County 911 Operations Manager acts as liaison between shift supervisors, Managers, Directors, and Administrative Personnel. Operations Managers are responsible for identifying dispatch concerns and suggesting solution for correcting those concerns. The Operations Manager position requires excellent leadership skills including sound judgment, proven problem-solving skills, a strong sense of urgency, and strong verbal and written communication skills. They must maintain the highest level of professionalism and serve as a role model and mentor for the dispatch and supervisory staff.

About Us

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Directs and manages dispatch staff at York County 911.
• Responsible for all duties as assigned to the Shift Supervisor and routinely assumes the role of the Shift Supervisor during assigned shift operations.
• Works in partnership with other members of the senior leadership team, including the 911 Directors, HR Manager, and Training Manager to support a cohesive vision and direction for York County 911.
• Supervises, monitors, and directs the activities of 911 call-takers/dispatchers and shift supervisors.
• Develop plans for effective coordination of activities of assigned personnel. Provides supervision and direction to subordinate staff and coordinates workflow, including distributing work, disseminating information, assigning staff to cover for absences, providing technical assistance, answering questions and resolving problems
• Perform advanced supervisory duties, including reviewing work performance, motivating subordinates to work more effectively, identifying problems with performance and solutions to those problems, initiating informal measures to correct misconduct or making recommendations for formal discipline and termination
• Assists or provides guidance to the shift supervisors to address and resolve a wide variety of issues and concerns.
• Assists with handling scheduling and 24/7 staffing issues caused by illness, vacation, and training

• Develops Shift Supervisor and staff meeting agendas. Develop and/or distribute routine staff reminders and necessary communications including policy and training updates when requested
• Ensure new employees have a seamless transition from initial class training to dispatch operations.
• Reviews daily observation reports (DOR’s). Provides written reports and/or recommendations to the Training Manager regarding the progress of new employees.
• Assist with investigating complaints from field providers, civilians or employees and appropriately report the findings.
• Participate in Labor Management meetings as needed or requested.
• Assist Human Resources with disciplinary issues as needed or requested.
• Keeps accurate records and maintains confidentiality
• Prepare a variety of reports related to operational activities
• Assist with the Department budget as needed.
• Ensures equipment and technical issues and failures are reported to the appropriate personnel.
• Contribute to the total effectiveness of the department by communicating openly, proactively solving problems, offering creative ideas and working as a positive, engaged team member.
• Coach and mentor to shift supervisors and call takers/dispatchers both individually and as a group.

Essential Requirements

ESSENTIAL REQUIREMENTS

Requirements are representative of minimum experience, training, knowledge, skills and abilities

• Possess a high school diploma or GED equivalent.
• Five (5) years of experience working in a 911 Center in a supervisory capacity or a combination of education and experience in the field of public safety.
• Must successfully pass a county background and criminal check.
• Knowledge of the use of 911 computer aided dispatch systems (CAD), call handling equipment, 911 radios, paging processes, and any other equipment required in a modern public safety communications center.
• Knowledge of 911 Center Operations including Call Taking, Law Enforcement Dispatch, Fire/EMS Dispatch, and NCIC.
• Be certified by York County 911 as a Call Taker, Police Dispatcher, Fire/EMS Dispatcher, and Communications Training Officer. Candidates without those certifications must obtain those certifications within one year of their start date for this position.
• Must maintain proficiency as a York County Call Taker, Police Dispatcher, Fire/EMS Dispatcher, and Supervisor

• Demonstrates the ability to process co-workers’ input; both positive and negative, in a professional manner as well as exhibiting strong teamwork skills.

• Ability to maintain composure during stressful situations.

Contact Details

If you have any questions, please contact the county's Department of Human Resources at ychr@yorkcountypa.gov.