Description

SUMMARY/GENERAL PURPOSE: 

The Operations Manager is responsible for providing leadership to the Operations Supervisors. The Operations Manager is responsible for all aspects of organizing, planning, managing, staffing and operational efficiency of the Salt Lake Valley Emergency Communications Center during their assigned shift. Responsible for strategic planning and day-to-day management of emergency, non-emergency police, fire and medical call taking and the dispatching of public safety-first responders. 

ESSENTIAL DUTIES & JOB FUNCTIONS: 

• Provides direct supervision to Operations supervisor and staff, providing oversight of daily work performed on the operations floor (Police, Fire, Medical, and non-emergency services) for assigned squad.
• Support supervisors in recognizing team member stress, difficulty coping, and general emotional well-being, specifically during or after high stress, major incidents.
• Work proactively with supervisors to resolve performance or conduct issues.
• Ensure supervisor and staff compliance with regulatory and organizational policies and procedures.
• Support supervisors to provide technical assistance to resolve difficult phone or dispatch problems and back-up supervisors in performing more complex or difficult telecommunications and dispatch activities as needed.
• Assess supervisor and team member needs, evaluate skills and performance, and make recommendations for improvement, training, or quality support.
• Coordinate major incidents to ensure proper notifications are made, and coordinate with Operations leadership as necessary.
• Manage payroll approval, verifying overtime, shift trades and adjustments, and leave.
• Participate in shift change meetings to communicate daily activities, needs, concerns, and schedules.
• Review Police, Fire, Medical, and non-emergency calls, and citizen evaluations surveys for compliance to protocol, and to enhance performance of daily activities across all sections.
• Provide support and mentorship to supervisors with regular observation and one-on-one feedback sessions.
• Partner with Communications Commanders to conduct coaching, counseling, discipline and performance review of Operations Supervisors, involving Human Resources as necessary.
• Make recommendations to leadership for the development and revision of new and existing training and quality assurance programs, policies and procedures.
• Conduct and/or participate in performance investigations and make applicable recommendations.
• Ensure supervisors manage technical equipment maintenance, service and function. Troubleshoot technology and emergency maintenance issues, escalate, document, and ensure timely resolutions from appropriate departments.
• Complete a variety of reports and correspondence related to dispatch activities, investigations, and inquiries.
• When necessary, assume immediate control of emergency situations/incidents by means of radio or telephone systems to ensure the situation/incident is handled properly.
• In case of emergency, evacuation, or other necessity, transfer Operations to and set up Dispatch Operations back-up centers.
• Participate in shift change meetings to communicate daily activities, needs, concerns, and schedules.
• Attend Operations leadership meetings and participate in continuous improvement, problem-resolution, and Communications Center functional initiatives.
• Work as an Operations Supervisor when urgent back-up is required.
• Responsible for performance management of supervisors and staff, including coaching, counseling, discipline, terminations, new-hire and annual performance reviews, and documentation in partnership with the Communications Commander and Human Resources.
• Serve as the liaison between supervisory personnel and Operations leadership.
• Troubleshoot technology and emergency maintenance issues, escalate, document, and ensure timely resolutions from appropriate departments.
• Ensure emergency maintenance issues are addressed by facilities management.
• Complete a variety of reports and correspondence related to dispatch activities, investigations, inquiries, CAD, ANI/ALI, Government Records and Management Act (GRAMA) and court proceedings.
• In case of emergency, evacuation, or other necessity, transfer Operations to and set up Dispatch Operations back-up centers.
• Oversee shift and vacation bids
• Serve as back-up to Communications Commanders.
• Participate in partner agency committees and task forces as assigned.
• Work as a Communications Supervisor when urgent back-up is required.
• Maintain regular and predictable attendance during operating hours to perform the duties of the position, including other duties as assigned. 

 WORKING CONDITIONS:

•  Exposure to high-stress and emotionally intense situations, including handling traumatic or life-threatening emergencies.  
•  Regular exposure to emotionally distressing and traumatic situations, requiring emotional stability and resilience.
•  Extended periods of sitting, typing, wearing a headset, and computer work, regular standing and walking, and occasional lifting up to 20 pounds in an office environment. 

Requirements

MINIMUM QUALIFICATIONS AND EXPERIENCE 

•  High School diploma or equivalent. 
•  Eighteen (18) years of age or older. 
•  Demonstrated ability to type 40 words per minute. 
•  Maintain the following certifications: 
•  Utah State Bureau of Criminal Investigation (BCI) / FBI Criminal Justice Information Services (CJIS) certification within three months of date of hire. 
•  APCO EMD Certification 
•  Cardiopulmonary Resuscitations (CPR) within three months of date of hire. 
•  Police Officer Standard and Training (POST) Certification within one year of date of hire, unless exemption is issued by the Executive Director / CEO. 
•  National Incident Management (NIMS) 100, 200, 700, 703, and 800 Certifications 
•  Annually complete thirty (20) hours, minimum, of continuing education and mandated training to retain certifications.  
•  Time management and organizational skills to consistently meet deadlines. 
•  Ability to work independently and as part of a team.  
•  Demonstrated ability to work with a diverse audience of staff, customers, vendors, and public, utilizing effective interpersonal, negotiation, and conflict resolution skills, always acting with integrity and professionalism.
• Ability to speak, read, and write professionally, as well as compile, analyze and presentinformation in English.
• Proficiency with Microsoft Office suite of programs 
• Valid Utah driver license or ability to obtain within 2 months of date of hire.
• Ability to pass drug screening, fingerprint and criminal background check.
• Exemplary history of attendance.  

GROWTH AND DEVELOPMENT REQUIREMENTS

•  APCO Communications Center Manager or NENA Center Manager Certification Program 
•  APCO Communications Center Supervisor or NENA 9-1-1 Center Supervisor Program Certification 
•  APCO Communications Training Officer or NENA Center Training Officer Program 
•  SLVECC Leadership Program 

PREFERRED EXPERIENCE

•  Experience as a Communication Officer in a public safety dispatch center.  
•  Supervisory experience in a similar sized dispatch center. Graduation from an accredited four-year college with a bachelor’s degree in public or business administration, or a closely related field. 
•  Understand theory, principles, practices techniques and technology in the field of emergency communications for a large public safety agency. 
•  Demonstrated understanding of policies and procedures of various fire, police, and emergency services user agencies as they pertain to emergency communications. 
•  Knowledge of federal, state, and local laws applicable to areas of responsibility. 
•  Have a working knowledge of research methods and analysis techniques. 
•  Knowledge of principles and practices of effective human resource management and supervision. 
•  Demonstrated experience with the principles and practices of sound business communication. 
•  Must complete the SLVECC leadership program before they are considered as candidates.