911 Emergency Communications Manager

Saline County; Benton (AR); On-site; USD 70,000 - 77,000; Full time

Benefits offered by this job

Group health insurance

Dental insurance

Life insurance

Bilingual pay

Job summary

Saline County is seeking an experienced 911 Emergency Communications Manager to supervise day-to-day dispatch operations and ensure continuous center coverage. The role requires hands-on leadership, mentoring of shift supervisors, and maintaining CAD and security software proficiency.

Qualifications include a high school diploma or GED, 6+ years in dispatch with 3+ years in management, and the ability to supervise a 25+ person team. On-call and shift flexibility are expected.

Qualifications

• High school diploma or GED with knowledge in public administration or emergency management and dispatch experience.
• 6+ years dispatch experience with 3+ years in dedicated management floor experience.
• Proven capability supervising a large operational team (25+ personnel).

Responsibilities

• Oversee daily dispatch-related functions ensuring 100% uptime.
• Mentor and support night supervisors; be on-floor every Wednesday night for the first 3 hours.
• Prepare and deliver daily operational reports to the Emergency Management Director.

Skills

Real-time supervision

Crisis management

Report writing

Communication skills

Education

HS Diploma or GED

Dispatch management experience

Tools

Southern Software CAD

Equature

PowerDMS

Rapid Deploy

Motorola FLEX

Job description

2026 Saline County

911 Emergency Comms Manager

Job Description

Exempt: YES

Department: OEM/911 Saline Emergency Communications Center

Reports To: OEM/911 Director

Location: 102 S. Main, Benton AR 72015

Safety Sensitive: This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.

GENERAL DESCRIPTION OF POSITION

This is a hands-on supervisory position strictly responsible for the active, day-to-day operations and all live dispatch-related functions of the Saline County Emergency Communications Center. The focus of this role is maintaining an active floor presence to ensure continuous center coverage, tracking real-time compliance, and mentoring shift supervisors.

To fulfill these operational requirements, the employee must maintain administrator-level working knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, Rapid Deploy, Motorola FLEX, Open Path security, and all additional software and equipment utilized in the 911 center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct Floor Management: Oversee all daily dispatch-related functions, including real-time monitoring of radio, telephone, CAD, and system components to guarantee 100% operational uptime.
• On-Hand Dispatch Supervision: Maintain an active physical presence in the dispatch center. Specifically required to be on-hand in dispatch every Wednesday night for the first 3 hours of the night shift to work directly with, mentor, and support the night supervisors.
• Daily Director Reporting: Compile and deliver mandatory daily operational reports to the Emergency Management Director regarding center performance, critical incidents, and staffing levels.
• PowerDMS & Document Control: Maintain up-to-date departmental records, training logs, and standard operating procedures within PowerDMS. Conduct daily reviews of these records alongside shift supervisors to ensure absolute compliance.
• Center Purchasing: Manage all procurement and purchasing requests for the 911 center's daily operational needs, ensuring all purchases are routed for and receive Director approval prior to execution.
• Live Shift & Workflow Adjustment: Develop daily work schedules, manage personnel tracking, and dynamically adjust shift coverage to ensure a smooth, safe workflow across all hours. Step in to personally work a dispatch console during critical manpower shortages.
• Real-Time Quality Assurance (QA): Continually execute and manage the center's Quality Assurance Program by reviewing live and recorded call-taking data against established protocols to maintain high-performance standards.
• Troubleshooting & Backup Protocols: Perform immediate troubleshooting on communication hardware or software malfunctions, notify tech support for major repairs, and instantly implement emergency backup systems when necessary.
• Immediate Personnel Oversight: Assign, prioritize, and review the live work activities of Communications personnel. Coach, counsel, and issue immediate corrective discipline to floor staff as needed.
• Incident Investigation: Receive, thoroughly investigate, and track operational complaints regarding call-taking or dispatch issues from the public and field units, delivering rapid resolutions.
• Obtain the director’s approval on all aspects and any changes in the 911 center.
• Other Duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, emergency management with extensive dispatch experience of 6 years dispatch paired with at least 3 years of dedicated management floor experience. Must have proven capability supervising a large operational team (25+ personnel).

COMMUNICATION SKILLS

• Ability to write reports, business correspondence, and policy/procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Crisis Control: Exceptional ability to maintain total control of emotions and speak in a clear, articulate manner under highly stressful, rapidly evolving emergency situations.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

REQUIRED AT HIRING:

• ACIC Advanced Certification
• FEMA 100, 200, 700, and 800 Courses
• Basic Telecommunicator Course
• Communications Center Supervisor Course
• Communications Training Officer

REQUIRED WITHIN ONE YEAR:

• APCO's Communication Center Manager certification and working toward obtaining the NENA Emergency Number Professional certification.
• ICS 300, 400
• Instructor Development Course

SOFTWARE SKILLS REQUIRED

Advanced: Payroll Systems, Spreadsheet, Word Processing/Typing

Intermediate: Presentation/PowerPoint

RESPONSIBILITY FOR WORK OF OTHERS

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises an extra-large group (25+) of employees who are engaged in similar activities in one or more departments.

Supervises the following departments: 911 Emergency Communications Personnel

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of highly complex machines and equipment; specialized or advanced software programs.

WORKING CONDITIONS

Highly intense mental demand with continuous exposure to a high-stress emergency dispatch environment. Requires physical flexibility to work night shifts (such as Wednesday evening blocks) and cover floor gaps when needed.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks are not as varied as those positions with high-level diversity and decision-making.

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, use hands to finger, handle, or feel; frequently required to walk, reach with hands and arms; and occasionally required to stand, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; color vision; and ability to adjust focus.

ADDITIONAL INFORMATION

Working knowledge of Federal Communications Commission Rules and Regulations regarding operation of two-way radio equipment;

Ability to communicate tactfully, and effectively;

Must be able to interpret a variety of county, state, and federal laws, make decisions and action accordingly

Experience with mentoring and counseling employees;

Ability to speak in a clear, articulate manner;

Ability to determine priority of calls, procedures, and direct appropriate field units by maps, logs, technical manuals and departmental procedures;

Ability to write clear and concise narratives;

Ability to control emotions under stressful situations;

The duties listed above are intended only to show the various types of duties that will be performed.

The omission of a specific statement of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. All positions within the Office of Emergency Management are assigned by the County Judge and/or the OEM/911 Director and are subject to be changed when deemed in the best interest of the Office of Emergency Management operation. This job description does not constitute an employment agreement between Saline County and the employee and is subject to change by the employer if the need of the employer and requirements of the job change.

911 EMERGENCY COMMUNICATIONS MANAGER

• Starting rate of $70,018 annually for a new hire.
• Established employee promotional rate of up to $76,884 annually (An individual who has been a full-time Saline County employee for more than 90 days).
• This is an exempt position under the Fair Labor Standards Act and not subject to overtime.
• This position is scheduled to work Monday/Friday from 8 AM to 4:30 PM and will involve some evenings. Due to vacancies during shifts, this position may be required to work non-traditional hours to ensure continuity of critical operations.
• This role is considered an essential position and as such will be required to work additional hours during emergency situations, including natural disasters or public health crises, to ensure the continuity of critical operations.
• The incumbent is expected to maintain standard work hours and may be required to work additional hours or outside of regular shifts during emergency situations.
• This position is designated as a “safety sensitive” position as defined by Act 593 of 2017. An essential function of this position is the ability to work in a constant state of alertness and in a safe manner.

• Applicants are required to pass a pre-employment physical and drug screen along with random drug screens throughout employment with Saline County.
• Bilingual pay is available once proficiency has been established.
• Group health, dental and life insurance is paid by the County for the employee’s coverage provided the employee obtain a wellness check within designated timeframe.
• The County contributes 15.32% towards the employee’s retirement through the Arkansas Public Employees’ Retirement System

SALINE COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER