Operations Manager Public Safety Communications Centre

City of Grande Prairie; Grande Prairie; On-site; CAD 60,000 - 80,000; Full time

Job summary

A municipal government in Grande Prairie is seeking an Operations Manager to lead the Public Safety Communications Centre. This role involves managing staff and ensuring high-quality delivery of 911 and emergency communication services. The ideal candidate will possess strong leadership skills, a background in emergency management, and knowledge of 911 operations. A competitive salary and comprehensive benefits package are offered. This is a full-time role supporting a 24/7 operation.

Benefits

Comprehensive benefits package

Supportive work environment

Qualifications

• Must have five years of supervisory experience.
• Strong understanding of 911 operations and emergency services workflows.
• Knowledge of management and supervisory principles.

Responsibilities

• Manage staff at the Public Safety Communications Centre.
• Ensure delivery of 911 and emergency communications services.
• Represent the employer in operational matters with regional partners.

Skills

Leadership

Crisis management

Operational oversight

Communication

Education

Diploma or bachelor's degree in emergency management

Five years of progressively responsible experience

Tools

CAD systems

Radio systems

Job description

Position Summary

Reporting to the Director, the Operations Manager manages staff withing the Public Safety Communications Centre (PSCC), ensuring dependable, high-quality 24/7 delivery of 911, police, fire, and non‑emergency communications services. The Operations Manager directs and supervises Shift Officer and has responsibility for all dispatchers on counsel and oversees operational performance and staff effectiveness, and develops and maintains strong working relationships with PSCC user agencies and corporate partners.

The Operations Manager translates strategic direction into consistent, practical expectations and directions to staff. This role is accountable for operational readiness, people leadership, service quality, compliance, and continuous improvement, while fostering a professional, supportive, and responsible workplace aligned with PSCC values and public safety expectations.

Key Responsibilities

People Leadership, Authority & Workforce Governance – 45%

• Exercise full managerial authority over Shift Officers and direction of work, performance evaluation, and corrective action, with authority to issue discipline up to and including suspension from duty.
• Acts on behalf of the employer, responsible for workforce planning, staffing models, recruitment decisions, and talent deployment including selection and assessment of candidates for special assignments and projects within the PSCC.
• Conduct employer-side investigations, disciplinary processes, and performance management actions in collaboration with the Director and Human Resources.
• Make authoritative decisions related to scheduling frameworks, staffing allocations, work rules, and operational coverage requirements and determine and approve the use of overtime for subordinates.
• Establish performance expectations, accountability frameworks, and management controls for subordinate operational staff.
• Develop and lead succession planning, leadership development, and competency strategies to ensure continuity of management capacity.
• Identify potential for, and champion departmental change, management accountability, and alignment with PSCC values and City objectives.

Operational Control, Decision Authority & Service Readiness – 30%

• Holds overall management accountability for the delivery of 911 call-taking, police and fire dispatch, and non-emergency communications services.
• Establish, approve, and enforce operational standards, procedures, and service expectations.
• Exercise decision-making authority during critical incidents, system disruptions, or abnormal service demands.
• Direct operational priorities, allocate resources, and manage risk to ensure continuity of service and public safety outcomes.
• Act as the senior operational authority and decision-maker in the absence of the Director.

Employer Representation, Compliance & Interagency Leadership – 25%

• Represent the employer in operational matters with Fire, Police, regional partners, internal corporate stakeholders, and external agencies.
• Interpret and apply legislation, collective agreements, accreditation standards, and internal policies to operational and workforce decisions.
• Represent the Employer and participate in labour relations meeting.
• Oversee organizational compliance, quality assurance, call auditing, and performance monitoring programs.
• Lead PSCC participation in cross-departmental and interagency committees, governance tables, and operational working groups.
• Exercise management oversight of subpoenas, disclosure, POPA, and ATIA requests in coordination with Legislative Services.
• Lead operational planning, modernization initiatives, and continuous improvement efforts.
• Direct coordination with IT, vendors, and system providers to ensure operational reliability and system integrity.
• Provide management input into operational budgeting, resource planning, and capital or system investment decisions.

Education & Experience

• Diploma or bachelor’s degree in emergency management, Public Safety Communications, or a related field.
• Five (5) years of progressively responsible experience in an emergency communications environment.
• Possesses comprehensive knowledge of 911 operations, including standard practices, equipment, technologies, services, programs, and emerging trends, as well as applicable federal, provincial, and local laws and regulations governing 911operations.
• Five (5) years of supervisory experience.
• Demonstrated experience leading teams in a high-pressure 24/7 operational setting.
• Strong understanding of CAD, radio systems, 911 operations, and emergency services workflows.
• Experience in quality assurance, training, or operational coordination within a PSAP or integrated dispatch centre is an asset.
• Must possess knowledge of management and supervisory principles and practices including program planning, project management, budgeting, direction, coordination, and evaluation.
• Experience working with a unionized environment is preferred.

A combination of education and experience may be considered.

Hours of Work

• Full-time, 40 hours per week, Monday – Friday.
• This role supports a 24/7 operation and may require occasional evenings, nights, weekends, or on-call availability.

Compensation

Salary range of $58.79 to $75.98 as per hour as per the Out-of-Scope Agreement.

Benefits

Comprehensive benefits package. What We Offer | City of Grande Prairie (cityofgp.com)

Diversity & Inclusion

The City of Grande Prairie is committed to building and sustaining an inclusive work environment composed of individuals with unique experiences, perspectives, talents, and contributions who welcome, support, respect and value all members of the community.

Selection Process

We appreciate your interest in our organization, and we thank you in advance for your application. Candidates selected for an interview will be notified via phone or email.

• To apply for this position, please utilize the "Apply Now" tab on this web page to submit your comprehensive cover letter and up-to-date resume.
• Our application review process includes a thorough evaluation of all submissions. Short-listed candidates will be contacted for interview scheduling.

Note: After submitting your application and uploading your resume, you should expect to receive an email confirmation indicating that your application for this position has been successfully submitted. If you receive this email, there is no need for any additional contact with us regarding this position.

To efficiently manage the high volume of applications we receive for each job posting, we are unable to address job-specific inquiries prior to the interview stage. However, if you progress to the job interview stage, we will gladly answer any questions you may have.