911 COMMUNICATIONS MANAGER

9-1-1 Communications Manager
Emergency Services - Communications
FLSA: E

JOB SUMMARY

This position is responsible for planning, organizing, and directing the county’s 9-1-1 Communications Center and related operations.

MAJOR DUTIES

• Organizes, manages, and supervises the operations of the 9-1-1 communications center.

• Responsible for the operations and maintenance of all radio and telephone systems and ancillary equipment.

• Administers the Computer Aided Dispatch (CAD) system.

• Ensures compliance with relevant regulatory standards.

• Prepares the annual departmental budget; monitors expenditures and revenues; approves invoices.

• Recruits, selects, trains, assigns, directs, supervises, evaluates, and disciplines assigned personnel.

• Reviews and investigates incidents and responds to complaints.

• Updates and makes improvements to standard operating procedures.

• Performs the duties of a Telecommunicator as needed.

• Responds to after-hours emergency situations as needed.

• Performs related duties.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of computers and job-related software programs.

• Knowledge of emergency telecommunication systems and related software, including telephone, radio, and CAD systems.

• Knowledge of relevant local, state, and federal regulations and guidelines

• Knowledge of NCIC/NCDCI policies and procedures.

• Knowledge of local emergency agencies.

• Knowledge of Lincoln County geography and road systems.

• Knowledge of management and leadership techniques and procedures.

• Knowledge of budgeting procedures.

• Knowledge of grant management principles.

• Knowledge of county personnel policies.

• Knowledge of the operation of radio and communications equipment.

• Skill in supervising and training others.

• Skill in the operation of standard office equipment.

• Skill in dealing with the public.

• Skill in interpersonal relations.

• Skill in maintaining records and preparing reports.

• Skill in problem solving.

• Skill in oral and written communication.

SUPERVISORY CONTROLS

The Emergency Services Director assigns work in terms of department goals and objectives. The supervisor reviews work through conferences, reports, and observation of activities.

GUIDELINES

Guidelines include NFPA standards, APCO International guidelines, International Academy of Emergency Dispatch guidelines, ADA regulations, OSHA regulations, HIPAA regulations, FCC regulations, and county and department policies and procedures. These guidelines require judgment, selection, and interpretation in application. This position develops department guidelines.

COMPLEXITY/SCOPE OF WORK

• The work consists of varied management, emergency communications, and supervisory duties. Frequent changes to technology and software programs contribute to the complexity of the position.

• The purpose of this position is to direct the county’s 9-1-1 communication operations. Successful performance contributes to the safety of community life and property.

CONTACTS

• Contacts are typically with co-workers, other county employees, elected and appointed officials, representatives of emergency response and law enforcement agencies, vendors, and members of the general public.

• Contacts are typically to give or exchange information, resolve problems, motivate persons, justify matters, and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table. The employee occasionally lifts light and heavy objects and uses tools or equipment requiring a high degree of dexterity.

• The work is typically performed in an office or a communications center.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

This position has direct supervision over Assistant 9-1-1 Communications Manager, Communications Operations Coordinator, and Communications Shift Supervisors.

MINIMUM QUALIFICATIONS

• Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational field.

• Experience sufficient to thoroughly understand the diverse objectives and functions of the subunits in the division/department in order to direct and coordinate work within the division/department, usually interpreted to require three to five years of related experience.

• Possession of or ability to readily obtain a valid driver’s license issued by the State of North Carolina for the type of vehicle or equipment operated.