Emergency Communications Center Operations Manager

Arlington County, VA
Arlington, VA
Jan 23, 2022
Jan 27, 2022
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; andAttending 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; andResponding 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/orFormal 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 CertificationsNational Crime Information Center (NCIC) / Virginia Criminal Information Network (VCIN)/ AccessAmerican Heart Association Cardiopulmonary Resuscitation (CPR): Prerequisite to attaining EMD CertificationAssociation 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. Additional Information An online application must be submitted.Work hours: Monday through Friday, 8:00 am -5:00 pm with some flexibility based on operational needs of the ECC. Operations: The selected candidate will be required to be available for emergency situations 24 hours a day. This position is eligible for limited telework based on the needs of the department.The Operations Manager must remain flexible to respond to emergency situations, including nights, weekends, and holidays.Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered.Arlington County Government employee benefits depend on whether a position is permanent, the number of hours worked, and the number of months the position is scheduled.Specific information on benefits and conditions of employment can be found on the Arlington County Human Resources Department website: www.arlingtonva.us/pers.Permanent, Full-Time AppointmentsAll jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available: Paid Leave : Vacation leave is earned at the rate of four hours biweekly. Leave accrual increases every three years until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. There are eleven paid holidays each year. Health and Dental Insurance : Three group health insurance plans are offered - a network open access plan, a point-of-service plan, and a health maintenance organization. A group dental insurance plan is also offered. The County pays a significant portion of the premium for these plans for employees and their dependents. A discount vision plan is provided for eye care needs. Life Insurance : A group term policy of basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance is available with rates based on the employee's age and smoker/non-smoker status. Retirement : The County offers three vehicles to help you prepare for retirement: a defined benefit plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. Employees become vested in the plan at five years of service. The County also contributes to this plan. For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)) . The County also matches your 457 contribution, up to $20 per pay period, in this plan. The 457 deferred compensation plan allows you to set aside money on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your base pay.Other Benefits: The County also offers health, dependent care, and parking flexible spending accounts; long-term care insurance; tuition assistance; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other employee benefits.Permanent, Part-Time Appointments:Part time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.Limited Term Appointments:Benefits are the same as permanent appointments except that the employees do not achieve permanent status.Temporary Regular Appointments:Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays. Temporary Seasonal and Occasional Appointments: Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.01 Please describe your management experience in high-activity, high-stress environments where employees must work independently, but within structured processes such as an emergency communications center. Please include the employer, dates of employment, and your role and responsibilities. 02 Please describe any experience in managing operations within a unionized environment to include union contract negotiation, union contract management, and issue/conflict resolution with union personnel informally and formally (resolving formal grievances, etc.). 03 Please share your management experience in implementing new procedures, implementing organizational, cultural change, and/or guiding employees through issues or initiatives that may create instability or uncertainty. Please include specific examples of initiatives which you lead, your role, and the outcomes. 04 Please describe any significant achievements, accomplishments and/or recognition(s) which you have received while managing in an emergency communications environment. Please feel free to share both formally recognized as well as personal achievements. What were your responsibilities and why were you recognized? Required Question Agency Arlington County Address 2100 Clarendon Blvd, Suite 511 Arlington, Virginia, 22201 Phone 703-228-3500 Website https://careers.arlingtonva.us/

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