9-1-1 Operations Manager

ZipRecruiter; West Torrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment platform is seeking an Operations Manager in West Torrington to oversee dispatch operations and public safety communication. This role requires leadership skills and management experience in a high-stress environment. Responsibilities include supervising staff, managing scheduling, and ensuring adherence to operational standards.

Benefits

Competitive salary

Competitive benefit package

Qualifications

• 5+ years in a dispatch center in a supervisory role.
• Knowledge of public safety communications systems.
• Strong organizational and leadership skills.

Responsibilities

• Supervise and support telecommunicators.
• Foster a culture of accountability and professionalism.
• Manage staffing and scheduling for optimal coverage.
• Liaise between staff and leadership on workplace concerns.

Skills

Leadership skills

Excellent communication

Organizational skills

Conflict resolution

Ability to perform under pressure

Education

High school diploma or equivalent

Associate or Bachelor’s degree in relevant field

Job description

Overview

The Operations Manager is a key leadership position responsible for overseeing the dispatch operations and public safety dispatch staff. This role ensures the delivery of high-quality emergency communication services through effective supervision of dispatch personnel, implementation of operational policies, and coordination with internal and external stakeholders.

The Dispatch Manager plays a critical role in maintaining operational readiness, enforcing compliance with regulatory and agency standards, and promoting a culture of accountability and professionalism. The Operations Manager will possess strong leadership skills, excellent communication abilities, and demonstrated experience managing teams in a mission-critical, high-stress environment.

Reports To: Communications Manager (Director of Operations)

Supervises: Public Safety Dispatch Staff

Position Responsibilities

• Provide direct supervision and support to telecommunicators, ensuring consistent performance and adherence to department standards
• Foster a workplace culture centered on accountability, professionalism, and collaboration
• Lead staff meetings, coaching sessions, and formal performance evaluations
• Support the recruitment, hiring, onboarding, and training of new personnel
• Work in partnership with the Communications Manager (Director of Operations) and the LCD leadership team to address personnel matters and execute workforce development strategies
• Evaluate staffing needs and trends; manage scheduling to ensure optimal shift coverage
• Monitor key performance indicators; develop and implement performance improvement plans as necessary
• Act as a liaison between frontline staff and leadership, facilitating clear communication and timely resolution of workplace concerns
• Contribute to strategic planning efforts, including the development and revision of policies and procedures
• Maintain flexibility to respond to emergent operational or staffing demands
• Acts as a liaison for service chiefs' concerns and escalates unresolved issues to the Communications Manager (Director of Operations).

Qualifications

• Prior experience in a dispatch center, with at least 5 years in a supervisory or managerial role.
• In-depth knowledge of public safety communications systems and Computer-Aided Dispatch (CAD) platforms.
• Proven leadership and personnel management skills, with a focus on staff development, coaching, and conflict resolution.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Ability to perform well under pressure in a 24/7 emergency communications environment.
• Excellent verbal and written communication skills, with the ability to represent the organization professionally in diverse settings.
• Commitment to organizational policies, procedures, and high standards of professionalism.
• Ability to maintain confidentiality in accordance with established policies and legal requirements.

Pre-Employment Requirements

• High school diploma or equivalent (required).
• Associate or Bachelor’s degree in Public Administration, Emergency Management, or a related field; equivalent work/life experience will be considered.
• Proficiency in computer applications and the ability to type a minimum of 15 correct words per minute.
• Three satisfactory professional references.
• Successful completion of a security background investigation (employment is contingent upon results).
• Pre-employment drug screening (employment is contingent upon results).

Position Requirements

• APCO Certified Public-Safety Communication Center Manager (or equivalent certification) within 365 days of hire.
• Must obtain and maintain all required credentials for access to the Criminal Justice Information System (CJIS) within 90 days of hire.
• Effective verbal and written communication skills.
• Ability to learn and apply relevant policies, procedures, and programs of the dispatch center.
• Capacity to work under pressure and remain composed during emergency situations.

Hours & Compensation

• This is a full-time position, scheduled for forty (40) hours per week.
• Flexibility is required to meet operational and staffing needs, including emergency situations, weekends, and holidays as necessary.
• Schedule to be determined by the Communications Manager (Director of Operations).
• Competitive Salary based on experience.
• Competitive benefit package included.