Salt Lake City

  • 911 COMMUNICATIONS BUREAU OPERATIONS MANAGER

    Requisition ID
    2019-3956
    Department
    911 BUREAU
    Minimum Salary
    USD $23.72/Hr.
    Maximum Salary
    USD $32.36/Hr.
    Post End Date
    1/22/2019
    Location
    US-UT-Salt Lake City
  • Overview

    Reporting directly to the 911 Communications Bureau Deputy Director, incumbent has primary responsibility for monitoring and directing daily activities, staff and the 24-hour operations of the 911 Communications Bureau. Assists the Deputy Director in setting and carrying out the vision, mission, and objectives for emergency communications services, which includes receiving, dispatching, and routing calls for Police, Fire, EMS and Enhanced 911 services. Directs staffing and allocation of resources during major incidents and natural disasters. Performs administrative duties necessary to support and promote effective Bureau operations, including: delegation of staffing and work assignments; budget and grant request oversight and preparation; development of policies and procedures; purchase, maintenance and upgrade of systems software and equipment; employee training and records management.

    Responsibilities

    • Observes, directs and manages the daily operations and activities of the 911 Communications Bureau. Ensures the efficient deployment of staff and resources during major incidents and natural disasters. Responsible for informing and maintaining contact with elected officials, Police & Fire Chiefs and other key leaders from internal and external agencies, departments and divisions. Acts for the 911 Communications Bureau in the Deputy Director’s absence.
    • Leads, supervises and directs subordinate staff, including the 911 Emergency Dispatch Supervisors, who are responsible for delivering and carrying out the Bureau’s mission-critical services. Determines workload, work shifts and delegates assignments. Establishes and maintains accountabilities that ensure the Bureau’s success at attracting, retaining and motivating a highly competent, service-oriented staff who are capable of supporting the mission, objectives and service expectations of the Bureau. Participates in hiring and promotion processes. Responds to employee grievances and oversees the general conduct of all subordinate personnel. Makes recommendations to the Deputy Director with regard to disciplinary action. Attends labor/management meetings with union representatives and participates in contract negotiations on the Bureau’s behalf.
    • Sets employee performance standards, training, continuing education and certification requirements. Ensures that personnel are trained and knowledgeable when technology is introduced, updated, upgraded, or replaced.
    • Develops, prepares and monitors budget. Approves and tracks costs/expenditures for equipment, personnel and contracts. Responsible for writing, applying and overseeing grants pertaining to the center. Makes recommendations for the purchase and distribution of materials necessary for maintenance and repair on all Bureau systems. Seeks out funding sources and prepares RFPs.
    • Assists the Deputy Director with the formulation, issuance, and implementation of Bureau rules, regulations, policies and procedures. Ensures compliance with applicable federal and/or state laws, regulations and/or agency rules, standards and guidelines.
    • Develops, schedules, and oversees training programs for personnel to obtain and maintain certifications in Emergency Medical Dispatching (EMD/EMD-Q), Emergency Fire Dispatching (EFD/EFD-Q), Emergency Police Dispatching (EPD/EPD-Q), Cardio-pulmonary Resuscitation (CPR), Bureau of Criminal Identification (BCI) and Dispatch Police Officer Standards and Training (POST) during the course of employment. Utilizes training and continuing education to motivate and inform employees of updated protocols, procedures, and policies for their shift or team.  Ensures training is completed for recertification requirements.
    • Recommends and manages short and long-range plans for all software, equipment, technology and systems maintenance necessary to ensure successful Bureau operations. Proposes plans for growth and makes recommendations for service improvements.
    • Develops, tracks and maintains systems, records and legal documents that provide for the proper evaluation, control and documentation of the 911 Communication operations. Prepares statistical reports, as requested
    • Serves on committees affecting the delivery of communications services, as directed.
    • May act as the acting Deputy Director in the absence of the Deputy Director.
    • Performs other duties as assigned.

    Qualifications

    • Bachelor’s degree in Public or Business Administration or related field, plus at least five years of experience working for the Salt Lake City 911 Communications Bureau or an equivalent sized agency, or combination of experience in the public safety field. Also, applicants must have at least one year supervisory experience working for SLC911 Communications Bureau or an equivalent sized agency.  In lieu of a Bachelor’s Degree, at least nine (9) years of experience with SLC911 Communications Bureau or equivalent sized agency may be substituted.
    •  
    • Ability to maintain positive working relationships and communicate effectively orally and in writing with department management, supervisors, other employees, professional peers and the general public.
    • Ability to make decisions and respond simultaneously to multiple requests for information in accordance with established laws and ordinances.
    • Comprehensive knowledge of the computer aided dispatch (CAD) system, telephone, radio and station alerting equipment, their related hardware and software capabilities. Must have a basic working knowledge of all records management systems (RMS).
    • Comprehensive knowledge of current communications center personnel policies, procedures, and union agreements.
    • Must obtain certification in Emergency Medical Dispatching (EMD), Emergency Fire Dispatching (EFD), Emergency Police Dispatching (EPD), Quality Assurance Certification (in all disciplines), Cardio-pulmonary Resuscitation (CPR) Certification, Bureau of Criminal Identification (BCI) Certification, and Police Officers Standards and Training (POST) Dispatch Certification during probationary period and maintain certification during the course of employment.
    • Functional knowledge in all aspects of medical, police, and fire dispatching. Must understand field operations and be able to appropriately respond to their emergency requests for service.
    • A valid state driver’s license or Utah driving privilege card.

    DESIRED QUALIFICATIONS:

    • Preference will given to individuals with prior work experience within the SLC 911 Communications Bureau.
    • Preference may be given to those with a demonstrated work history including progressively responsible supervisory or management experience.
    • Preference will be given to those individuals possessing a Master’s or Bachelor’s degree.

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