EMERGENCY COMMUNICATIONS CENTER OPERATIONS MANAGER

Location
Arlington, Virginia
Salary
$80,579.20 - $123,115.20 Annually
Posted
Jan 14, 2022
Closes
Feb 04, 2022
Ref
5033-22A-CEM-CW
Industry
Healthcare
Hours
Full Time
Position Information
The Arlington County, Virginia, Emergency Communications Center (ECC), within the Department of Public Safety Communications and Emergency Management, is seeking experienced 9-1-1 center supervisors and managers with strong organizational and leadership skills, inspirational people skills, and a passion for public service to apply for the position of Emergency Communications Center Operations Manager. This recruitment will fill a position which has become vacant due to a recent promotion. This is an exciting opportunity to work in a progressive, state-of-the-art, and forward-thinking ECC which has been recognized as a leader in providing critical emergency communications services through innovative measures; most recently receiving a Virginia Association of Counties award for its pioneering work in deploying remote call-taking, remote fire/EMS dispatch, and remote supervision from employees' homes.

The Arlington ECC Operations Manager will manage and oversee day-to-day operations of the ECC and supervise the operational readiness of shifts to ensure the ECC is properly staffed for each of the four shifts. This fast-paced, challenging position will report to the ECC Deputy Administrator implementing initiatives and work elements in support of the ECC goals, priorities, and mission. The position will provide direct supervision to eight (8) ECC Supervisors and indirect supervision to Emergency Communications Technicians.

The ECC provides assistance to the public by receiving and processing 9-1-1 emergency calls and non-emergency calls; and dispatching police, fire, and emergency medical service units in a prompt, efficient, courteous, and professional manner. ECC staff provides critical information and support to public safety departments within Arlington County.

To learn more about Arlington County's Emergency Communications Center, please visit the ECC .

Responsibilities include:

  • Overseeing the 24/7 ECC operations supervised by ECC Supervisors across four shifts;
  • Developing staffing plans and schedules to support the efficient operations of the ECC;
  • Identifying key trends and best practices which may impact ECC operations;
  • Performing the full range of supervisory responsibilities, including directly overseeing and coordinating the work of the ECC Supervisors, hiring, selecting, orienting, training, applying appropriate disciplinary actions, and reviewing employee relations issues and complaints in coordination with the Human Resources Department;
  • Conducting the full range of performance management duties, including creating goals and standards of performance, completing performance evaluations, approving evaluations completed by subordinates, and providing ongoing feedback to ECC Supervisors and Emergency Communications Technicians;
  • Reviewing all call and dispatching processes to ensure accuracy, promptness, courteous and professional demeanor;
  • Developing operational policies and procedures; liaising with the police, fire, and sheriff's departments to determine operational needs and convey ECC's position on operational issues; and
  • Attending regular meetings and partner with other regional, State, and national public safety entities to address the use and implementation of current and emerging communications practices;
  • Assisting with the preparation of the ECC's annual operating budget and requisitions as appropriate; and
  • Responding to the County Manager's Office and the County Board when requested to address Board Reports, grant applications, citizen inquires, or other issues or concerns as needed.
The ideal candidate will have excellent communication skills, sound judgement, and the ability to thrive in a high-pressure, fast-paced environment. The Operations Manager must possess strong leadership, customer service skills, and prioritize motivating and supporting ECC staff.

Selection Criteria
Minimums:
  • An Associate's Degree in communications, criminal justice, emergency medical technology, radio engineering or a closely related field; and
  • Considerable supervisory experience and extensive experience managing 9-1-1 dispatch operations, emergency communications systems, or dispatcher training.
Substitution: A combination of education and experience may substitute on a year for year basis as it demonstrates knowledge of: response procedures for police, fire, and medical services; emergency communications systems that support public safety activities; federal, state, and county laws and regulations affecting ECC operations; and the ability to: manage staff, operations, and systems; analyze complex issues and processes, and recommend solutions; present oral and written recommendations; create strategies and plans to achieve organizational goals and objectives; and communicate effectively with individuals and groups in a diverse workforce and community.

Desirables: Preference may be given to candidates with experience in one or more of the following:
  • Bachelor's Degree in communications, criminal justice, emergency medical technology, radio engineering or a closely related field;
  • Experience managing operations within a unionized environment; and/or
  • Formal education (degree or certification from an institution of higher education) in leadership, administration, or management.

Special Requirements
Certifications: Completion of the following certifications within ninety (90) days of hire:
  • Criminal Justice Information Systems (CJIS) Security Awareness Training: Prerequisite to NCIC/VCIN Certifications
  • National Crime Information Center (NCIC) / Virginia Criminal Information Network (VCIN)/ Access
  • American Heart Association Cardiopulmonary Resuscitation (CPR): Prerequisite to attaining EMD Certification
  • Association of Public- Safety Communications Officials (APCO) Emergency Medical Dispatcher (EMD) Certification (certified within 6 months)
  • Virginia Department of Criminal Justice Services (DCJS) Basic Dispatch Certification (within 6 months)

Background check: This position requires a comprehensive background check and may require a polygraph examination.

Covid-19: Arlington County Government is committed to the health, safety and wellness for all staff. In support of that commitment, all current and newly hired employees are required to provide proof of Covid-19 vaccination. For those qualified employees with a disability or sincerely held religious belief which prohibits them from receiving a vaccine, you will be able to contact the Office of Human Rights to request a reasonable accommodation. Adherence to this policy is a condition of employment.

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