Dispatch Operations Manager / Emergency Communications

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JOB OVERVIEW: The position is one of multiple positions which oversees the overall day-to-day operations of all dispatch functions and ensures that proper techniques and procedures are in place to deliver efficient effective service. The position is also required to perform all police, fire and EMS dispatching functions as needed and/or directed from time to time. Further, the position assists in planning for all dispatch functions and recommends new and changes to existing policies and procedures, annual goals, and budget needs. This position serves as a vital member of both the day-to-day and administrative operations of the department. Work is performed under the direction of the Assistant Director

• Emergency Communications.

RESPONSIBILITIES:

• Oversees Emergency Dispatch Supervisors and directs the day-to-day operations of the Operations Division. This is one of multiple positions that together work varying shifts to provide administrative-level supervisory coverage to dispatch personnel 24 hours per day, 365 days per year. This position works 10-hour shifts and rotates shifts between day and nighttime hours including weekends and holidays.

• Reports to the Assistant Director

• Emergency Communications on personnel matters and overall operational status of the Operations Division.

• Develops various administrative reports. Prepares and submits activity reports, and investigative summaries to the Assistant Director

• Emergency Communications.

• Monitors subordinate performance and provides for appropriate statute mandated training requirements or corrective action to ensure minimum job requirements are met.

• Counsels and instructs subordinate employees, helping to identify areas for improvement or training needs.

• Responsible for planning, research, development, and proposing budget funding for programs and equipment as it applies to future dispatch training needs to continually improve the level of service provided by the department.

• Works closely with supervisory staff to develop specific curriculum to address individual shift/team training needs.

• Develops annual plans and contributes to strategic development that includes recruitment and outreach, grievances, risks and liability, complaints and commendations, and performance management.

• Assists with screening, interviewing, testing, and hiring employees. Evaluates employee work performance. Recommends employee promotion and termination. Initiates or advises progressive discipline as needed. Assists in auditing employee attendance and training. Receives and handles employee complaints and conflicts. Counsels and instructs employees.

• Assists in preparing and submitting the annual budget requests for the department. Assists in preparing long-range capital improvement plans and implementation schedules. Reviews and makes recommendations regarding purchase requisitions for the division. Assists in monitoring and ministering the approved annual budget of the department.

• Conducts quality control checks by reviewing random calls and making recommendation of follow up activity with staff to ensure issues are addressed.

• Assists with in reviewing inquiries from user departments.

• Performs call analysis.

• Helps coordinate, plan, and run or participate in regional emergency exercises to bring knowledge back and train our staff on operational Department expectations during various hazardous situations.

• Maintains 24-hour contact for emergency call-back; responds to major emergencies, weather events, and incidents as requested. May act as communications liaison to Incident Commander(s).

• Maintains knowledge of current emergency communications technology, procedures and policies, County geography, personnel supervision principles and practices, and training practices and policies.

• Performs police, fire, and EMS dispatching as needed and/or when directed by the Director or Assistant Director of Emergency Communications.

• Explains or clarifies new policy and procedures to Emergency Communications personnel.

• Assists in periodic review and updates all procedural, and training manuals, IE: MULES/REJIS Procedures, NCIC Procedures, phones, radio, CTO, Department Procedures, etc.

• Responsible for coordinating, leading, or participating in various committees or work groups.

• Respond and comply with court orders for recordings and other agency information requests.

• Attends Departmental staff meetings and other required meetings including but not limited to police, fire, EMS, and Hazmat conferences.

• May attend and serve as the main point of contact on Departmental recruiting and outreach events.

• Approves employees' leave/PTO requests. Assists in maintaining employee payroll and attendance records.

• Acts as Director in his/her absence.

• Available to work varying shifts, including nights, weekends and holidays.

• Performs other duties as assigned.

REQUIREMENTS:

• Education & Experience

• Bachelor's degree in Criminal Justice, Fire Science, Telecommunications, Business Administration or related field required.

• 5 years of emergency telecommunications experience required.

• A combination of 8 years of education and experience that provides equivalent knowledge, skills, and abilities will be considered.

• Prior supervisory experience preferred.

• Certifications

• Must be Emergency Police, Fire, and Medical Dispatch certified (EPD,EFD, EMD), or willing to obtain certifications with 180 days of first appointment.

• Valid motor vehicle operator license is required.

• Knowledge, skills and abilities

• Knowledge of modern dispatching policies, procedures, and equipment required. Must be fully cross-trained and maintain ongoing ability to function as a police and fire/EMS dispatcher, obtain this ability within six months from appointment.

• Knowledge of modern leadership and management principles and techniques.

• Knowledge of St. Charles County's street system and jurisdictional boundaries preferred.

• Skill in preparing written policies, procedures, specifications, etc.

• Ability to work varying shifts/schedules to provide administrative-level supervisory coverage for dispatching personnel 24 hours per day, 365 days a year.

• Ability to communicate effectively and appropriately both orally and in writing.

• Ability to work with a diverse set of co-workers, community members, and partners.

• Ability to speak with clarity and calmness in an emergency situation, ability to recall detailed information and to relay to field personnel quickly and accurately.

• Ability to express or exchange ideas to convey detailed or important spoken instructions to other workers accurately, loudly, quickly and/or concisely.

• Ability to hear and communicate orally and in writing with supervisors, emergency personnel, hospitals, doctors, and the general public.

• Employment is contingent on successfully passing a full criminal background check.

• Applicants must pass the CritiCall test in order to be eligible for consideration.

• Minimum scores required: Overall Data Entry = 3800 KSPH and Overall Non-Data Entry = 84%

• Applicants who have not completed CritiCall testing within the past 2 years must re-test.

• CritiCall Testlinks will be emailed on a weekly basis to the most recent applicants.

BENEFITS: This is a full-time 40 hour per week position which includes a full range of benefits including Paid Time Off, Extended Medical Leave, Holidays, Employee Health, Dental, Life, Disability, Retirement, and Tuition Assistance programs.

TO APPLY: All applications must be submitted using the APPLY NOW link above. We do not accept faxed, e-mailed or print applications.

To assure consideration, applications, resumes, and cover letters must be submitted by 4:00 PM, Monday, June 10th, 2024 and CritiCall testing (for those who have not completed CritiCall testing within the last 2 years) must be completed by 11:59 PM Tuesday, June 11th, 2024.

St. Charles County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. St. Charles County is a drug and alcohol-free workplace. A pre-employment drug screen is required for all positions.