Emergency Communications Manager
A mid-level manager directing the work of the Communications Center. Plans, organizes, directs, and reviews the activities of assigned personnel and makes suggestions for long-range planning and objective goal setting.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
Knowledge, Skills, & Abilities:
- Receives general guidance from Administration Division Administrator.
- Exercises direct supervision over all emergency communications employees at all levels.Manage and supervise the work of the Sheriff's Office Communications Center.
- Evaluate, determine, and suggest resources needed.
- Maintain a well-informed management team by ensuring open communications with Communications Center supervisors and other section managers.
- Develop, implement, and evaluate policies, procedures, goals, and objectives of the communications center; update standard operating procedures and tactical procedures.
- Assign, direct, and supervise activities of assigned staff, ensuring adherence to established policies, procedures, and standards; administer or make recommendations for routine personnel matters affecting subordinates, including recruiting, interviewing, hiring, training, assigning work, scheduling work hours, granting leave, appraising performance, disciplining, and submitting such records and reports as required by County policies and procedures.
- Maintain security of the communications center.
- Monitor field training program; approve regular and remedial training as needed.
- Coordinate assigned unit activities with other agency components, county agencies, criminal justice agencies, and the community; work directly with other agencies or departments in joint projects.
- Represent the agency on boards, committees and organizations to enhance communications with other agencies and the community. Committees include the APCO Meetings, CRISP Steering Committee meetings, LETA Board meetings, Administrative meetings, Sergeants meetings, Lieutenant's meetings, EMD Steering Committee, NENA meetings, Combined Communications Informational meetings, etc. Maintain liaison with other agencies.
- Handle complaints from the public and other agency components to ensure they are effectively resolved in a timely manner.
- Provide mid-level resolution of complaints by section employees.
- Ensure computer-aided dispatch (CAD) programs.
- Monitor problems with all communications equipment, and make recommendations on purchase of new equipment as needed.
- Assist Division Administrator in budget preparation. Monitor expenditures.
- Maintain and program E-9-1-1 phones and obtain necessary repairs for system, radios, and other equipment.
- Perform all duties of subordinate Emergency Communications Operators so as to assist in emergencies or while on call, including radio and computer operation, CAD operation, key control, NAWAS system, telephone ringdown system, alarms, door locks, security cameras, paging system, transmitter repeater sites, communications van, etc.
- Maintain and report statistics.
- Attend meetings as required and maintain liaison with other agencies.
- May assume supervisor duties for CCIC/NCIC coordinator.
- Administrator for programs such as Nicelog, Magic and Coplink Pictometry, Dashboard, VESTA and Everbridge.
- Coordinate or complete special projects as assigned.
- Complete and maintain EMD certification.
- Perform other duties as assigned or necessary for performance of the job.
- Supervisory principles, procedures, and methods including selection, training, discipline, and evaluation.
- Computer systems, file maintenance, record keeping, and reporting procedures.
- General public safety dispatching practices.
- Modern office methods, equipment, and procedures.
- Sheriff's Office and County rules, regulations, policies, procedures, and standard operating procedures.
- Correct English usage, spelling, punctuation, and grammar.
- Supervise and mentor professional and support staff.
- Learn applicable Sheriff's Office policies, procedures, and precedents pertaining to the dispatch of emergency equipment for the County or other user agencies.
- Learn applicable Communications Center computer systems (must be computer literate).
- Learn the standard broadcasting procedures and rules associated with the operation of a law enforcement communication network.
- Learn basic operation of transmitters and receivers and all radio channels used by the agency.
- Maintain sensitive and confidential information.
- Communicate effectively orally, in writing and via various forms of electronic media.
- Use office automation systems, including basic proficiency with computer applications such as e-mail, word processor, spreadsheet and database look-up and/or entry.
- Work under high stress and exercise good judgment.
- Follow written and verbal instructions.
- Perform duties independently without close supervision.
- Prioritize tasks to maintain efficient operation of communications center.
- Establish and maintain effective work relationships with a diverse population to include the public, staff, other criminal justice agency personnel, and county government staff.
- Work on shift schedule as required.
- Three years of experience performing increasingly responsible duties in a law enforcement environment preferred including two years of supervisory experience; experience working in a law enforcement communications center preferred.
- Equivalent to a bachelor's degree from an accredited college or university with major coursework in public or business administration or a related field. (Equivalency is based on two years of high-level experience equaling one year of college work. For example, an employee with no college would require 8 years of high-level experience to reach the equivalency of the Bachelor's Degree. It is obligatory upon the incumbent to provide proof of equivalency for review and ultimate acceptance by the Sheriff.) Basic supervision skills.
- Possession of, or ability to obtain, CPR by date of hire.
- NCIC/CCIC Certification.
- Certification in Emergency Medical Dispatch (EMD).
- Communications Training Officer.
- Must have acceptable hearing to monitor radio transmissions and hear well on the telephone, and appropriate voice skills to be clearly understood on telephone and radio.
- May be required to sit for long periods of time.
- Must have acceptable eyesight and must be able to clearly distinguish specific colors and shades or hues of colors.
- Must have use of arms, hands, and fingers to perform computer duties and manually operate all switches, buttons, and dials.
- Must be able to work under stressful situations, such as responding to an emergency and handling radio traffic at the same time, dealing with irate or frantic citizens, and receiving directives from several sources.
- May be involved in situations which are violent, distasteful, highly emotional, or representative of all levels of criminal conduct.
- Must be able to talk extensively on radios or the phone and able to record accurate information.
- Must have good cognitive skills and awareness of work accuracy.
- Must have ability to concentrate on more than one task at a time and to make independent decisions.
- Must be able to obtain and maintain first aid and community CPR certifications.
- Must be able to obtain Emergency Medical Dispatch certification.