Telecommunications Manager

The Telecommunications Manager is responsible for day-to-day management of call-taking and dispatching operations. This position provides day-to-day supervision, which includes computer aided dispatching and emergency 911 services, implements policy/procedures, and ensures work is performed in compliance with Onslow County's standards. This position supervises a staff providing twenty-four-hour emergency communications, develops short-term and long-range plans for electronics equipment and systems needs for Onslow County, and supervises the installation, maintenance and use of various radio, alarm, telephone, computer, and other electronic equipment. Work includes personnel management, establishing policies and procedures, and coordination with a broad variety of agencies served and vendors. The Telecommunications Manager must exercise independent judgment and initiative in dealing with personnel matters, coordinating with other law enforcement, rescue, and fire jurisdictions, and responding to emergency situations. The employee is subject to hazards associated with administrative work which may expose the employee to inside environmental conditions. Work is performed under the general supervision of the Telecommunications Division Chief and is reviewed through conferences and review of records for accuracy of response and community acceptance.

Our core values—Resilience, Excellence, Accountability, Customer Service, and Honesty—are the foundation of our work and the standard by which we operate. As a member of our team, you are expected to demonstrate these values in every aspect of your role. This means delivering high-quality work, taking responsibility for your actions, providing exceptional service, and maintaining integrity in all interactions. Your commitment to these principles is essential to fostering a positive workplace culture and ensuring the success of our organization and the community we serve.

• Facilitates a safe work environment where employees are treated with respect, dignity, and compassion. 
• Manages performance and completes annual performance evaluations for direct reports. 

• Supervises and evaluates the work of staff, effectively recommends personnel actions related to selection, performance review, scheduling, staffing, and discipline; administers personnel and related policies/procedures.
• Supervises shifts of Telecommunicator Supervisors who handle communications and dispatch calls for law enforcement, and multiple rescue and fire services; plans and assigns work; trains and provides performance coaching and evaluation for department staff; develops work schedules; assures communications center is always staffed. 
• Ensure that the Communications Center adheres to the goals/objectives of the County and operates in compliance with Federal Communication Commission (FCC) and National Crime Information Computer (NCIC) standards, conducts quality control reviews of systems entries to ensure uniformity/compliance with the requirement of regulatory bodies. 
• Ensures equipment remains in good working order; coordinates additions/ modifications to the 911 and Computer Aided Dispatch databases to ensure that correct information is maintained for citizen and business use. 
• Interacts with representatives of other local governments, public safety agencies and civic organizations to provide information, coordinate services and resolve problems; responsible for the initial investigation and/or response to the citizen's complaint. 
• Develops, updates, and revises standard operating procedures for review and implementation by the Telecommunications Division Chief. Work with the Communications Division Chief on strategic planning. Maintains harmony among employees and resolves disputes.
• Attends meetings on behalf of Onslow County Communications with other public safety agencies and organizations; ensures appropriate communication/coordination of efforts with participating agencies. Attends meetings, conferences, training sessions, and reads periodicals to remain current on the principles/practices and new developments in public safety communication procedures/trends. 
• Performs functions as a Telecommunicator on an as needed basis.
• Performs assigned functions as a Disaster Ready Team (DRT) member, if appointed or volunteer.
• Performs related tasks as required.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Thorough knowledge of the DCI system, emergency communications procedures, and jurisdictions of various emergency service agencies. Thorough knowledge of federal and state laws and regulations governing transmission by radio and teletype.
• Thorough knowledge of a variety of electronic equipment including radios and telephone systems and the related computer hardware and software applications involved in E-911, computer-aided dispatch, alarms, and monitors. Considerable knowledge of the County geography and functions practices and procedures of law enforcement, fire, and medical agencies.
• Considerable knowledge of or ability to learn and apply principles and practices of effective supervision. Ability to learn technical evacuation plans and associated data base maintenance. Ability to plan, organize, schedule, and direct the work of personnel including training, motivation, coaching, and evaluating work performance.
• Ability to monitor, inspect, and quality control the work of the communications center.
• Ability to identify problems with dispatch and radio communication systems/equipment and take corrective action. Ability to exercise sound judgment and remain calm under the stress of emergency situations. 
• Ability to analyze data and trends and prepare clear and precise reports. Ability to communicate clearly and effectively in oral and written form. Ability to develop and maintain effective working relationships with emergency personnel, law enforcement agencies, County officials, staff, and the general public. 
• Ability to model, provide for and encourage the creation of a positive and respectful work environment. 

Physical Requirements: 

This work requires the regular exertion of up to 25 pounds of force, frequent exertion of up to 50 pounds of force and occasional exertion of up to 100 pounds of force; work regularly requires standing, walking, sitting, speaking or hearing, using hands to finger, handle or feel, reaching with hands and arms and pushing or pulling, frequently requires stooping, kneeling, crouching or crawling and repetitive motions and occasionally requires climbing or balancing and tasting or smelling; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using of measuring devices, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; work frequently requires exposure to wet, humid conditions (non-weather), exposure to outdoor weather conditions, wearing a self-contained breathing apparatus and exposure to bloodborne pathogens and may be required to wear specialized personal protective equipment and occasionally requires working near moving mechanical parts, working in high, precarious places, exposure to fumes or airborne particles, exposure to toxic or caustic chemicals, exposure to extreme cold (non-weather), exposure to extreme heat (non-weather), exposure to the risk of electrical shock, working with explosives and exposure to vibration; work is generally in a moderately noisy location (e.g. business office, light traffic).

• High School Diploma or GED
• Minimum of ten (10) years of 9-1-1 emergency communications experience including demonstrated proficiency in call taking and dispatching of Law, Fire and EMS disciplines. Gathering and/or providing information and instructions to assist callers; referring calls to appropriate agencies; and entering and updating data into a computer-aided dispatch system.
• Minimum of five (5) years direct 9-1-1 supervisory experience

Special Requirements: 

• CPR certification   
• International Academy of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) certification
• International Academy of Emergency Dispatch (IAED) Emergency Fire Dispatch (EFD) certification 
• International Academy of Emergency Dispatch (IAED) Emergency Police Dispatch (EPD) certification 
• Division of Criminal Information (DCI) certification.
• FEMA ICS Certifications ICS100, 200, 700, and 800. 

• NC PSAP Executive Management Course certification- must be obtained within 12 months of hire
• NENA 911 Center Supervisor Program certification- must be obtained within 12 months of hire

This position requires the availability to work flexible hours, including days, nights, weekends and holidays.

Salary will be determined based on qualifications, internal equity, budget, and market considerations.

If applicable, your final transcript showing the date your degree was awarded and/or any required certificates or licenses listed in the application must be uploaded with your application, even if you are a current employee or we have received it with a previous application.  

Salary : $58,404 - $75,925