911 Operations Manager

City of Alpharetta, GA; Alpharetta (GA); On-site; USD 95,000 - 125,000; Full time

Job summary

The City of Alpharetta is seeking an Operations Manager to lead the Emergency Communications Center, overseeing daily operations, personnel, scheduling, and policy development.

Collaborate with the Technology Manager on deployments, coordinate training and accreditation, and prepare essential performance reports for public safety leadership.

Qualifications

• High school diploma or GED is required.
• Four years of progressively responsible public safety communications experience, including two years in supervision or management.
• Possession of required Georgia certifications listed above.

Responsibilities

• Oversee day-to-day operations of the Emergency Communications Center.
• Supervise 911 Supervisors and guide shift operations.
• Review operational reports and enforce compliance with standards.
• Develop policies to meet NENA, NFPA, CALEA requirements.
• Lead projects for software/hardware deployments affecting the center.
• Coordinate training and accreditation activities and prepare reports.

Skills

GCIC/NICS rules

NENA standards

CAD systems

RMS familiarity

Public safety leadership

Education

High school diploma or GED

Georgia POST Certifications

GCIC Terminal Operator Certification

Communications Training Officer Certification

Driver's license

Tools

CAD program

RMS system

Training program

Phone system

ProQA/Aqua/xLerator

Job description

Under the general direction of the 911 Division Chief, manages the day-to-day operations of the Emergency Communications Center while providing leadership, supervision, and operational oversight to ensure efficient delivery of emergency communications services. This position is responsible for personal management, operational planning, project coordination, policy development, organizational improvement, and the implementation of emergency technologies to support the evolving needs of public safety.

The Operations Manager works collaboratively with the 911 Technology Manager to coordinate technology projects and system implementations and partners with the 911 Quality Assurance and Training Coordinator to oversee training initiatives, continuing education, quality assurance programs, and employee professional development. The position also assists in maintaining departmental accreditation programs, including CALEA and IAED, and develops policies, procedures, reports, and operational documentation that support the Communications Center’s mission.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and may not necessarily convey the qualifications of incumbents within the position.

• Manages day-to-day operations of the Emergency Communications Center, including but not limited to: personnel management, scheduling, and special event planning.

• Directly manages 911 Supervisor’s and provides guidance in shift operations and personnel management.

• Reviews and monitors daily, monthly, and annual 911 operational reports for effectiveness and trends.

• Develops policies and procedures to ensure department compliance with NENA, NFPA, CALEA and other local, state and national requirements.

• Act as a project manager for events (example but not limited to software or hardware deployment) impacting the Emergency Communications Center.

• Studies public safety related literature to determine the latest trends in technology and other products that will benefit the Department.

• Review and test software used by the Emergency Communications Center.

• Audit user access to GCIC/NCIC based on certification requirements.

• Create daily, weekly, monthly and yearly statistical reports for all divisions of the Department of Public Safety.

• Serves on multi-jurisdictional committees in designing new or amending current programs and creating or promoting innovative solutions.

• Communicates with diverse audiences (e.g., employees, agencies, the public, etc.) to provide information and clarification regarding programs used, department policies and procedures.

• Performs assessments of prospective job candidates.

• Assists in training new and current personnel when needed.

• Prepares and conducts briefings and presentations as required.

• Assists 911 Technology Manager with implementation of new software, software updates, and cloud-based services

• Respond to and complete open records requests in accordance with Georgia State law.

• Review schedules and timesheets for accuracy and efficiency.

• Review and monitor budget items related to 911 personnel management.

• Performs related work as required, and special projects as assigned

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

Knowledge of:

• Police and Fire Department organization, procedures, and operating policies.

• GCIC, NCIC and CJIS rules, regulations, and procedures for access to the GCIC network.

• Standards set by the National Emergency Number Association (NENA).

• Local geography including main streets and their hundred blocks, relative distance between streets, City boundary limits, sectors and beat areas, and fire response districts.

• The Emergency Dispatch Protocols from the International Academy of Emergency Dispatch.

• The CAD formats and commands pertaining to the 911 operator, fire dispatcher, and police dispatcher.

• The geography, equipment, and procedures of other jurisdictions Alpharetta has contracted with to provide fire/emergency medical dispatch procedures.

• Mutual and automatic aide agreements with surrounding agencies; and dispatch procedures for air ambulance companies.

• Pertinent federal, state, and local laws, codes, and regulations and department rules, policies, and procedures.

• Configuration and Operation of:

  • CAD program

  • RMS and Training program

  • FTO program

  • Phone System

  • Priority Dispatch ProQA/Aqua/xLerator

• English language usage, spelling, grammar, and punctuation.

• Office procedures, methods, equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.

• Federal, state, and local laws, regulations and policies governing public records, confidentiality, records retention, and the release of protected information.

• Incident management principles, continuity of operations (COOP) planning, disaster preparedness, and emergency management procedures necessary to maintain uninterrupted 9-1-1 operations.

Ability to:

• Plan, organize, prioritize and direct the daily operations of the Communications Center while maintaining continuity of operations during planned and unplanned events.

• Exercise initiative, independent judgement, and sound decision-making in improving Communications Center operations effectiveness.

• Remain composed under pressure, and make timely, effective decisions during emergencies, high-risk and rapidly evolving situations.

• Lead, motivate, coach, mentor, and develop employees while fostering a positive, accountable, and professional workplace culture.

• Evaluate employee performance, identify training and development needs, and provide constructive coaching and corrective action when appropriate.

• Review emergency communications, recorded incidents, reports, and performance data to assess operational effectiveness, identify training opportunities, and ensure compliance with established standards, policies, and quality assurance measures.

• Establish and maintain effective working relationships with employees, supervisors, City departments, external agencies, vendors, and community stakeholders.

• Interpret, apply and enforce departmental policies, procedures, applicable laws, regulations, and accreditation standards.

• Prepare clear, accurate and comprehensive reports, correspondence, presentations, policies and other administrative documents.

• Utilize computer-aided dispatch (CAD), records management systems (RMS), Microsoft Office applications, and other public safety technologies proficiently.

• Maintain required certifications through annual and/or bi-annual recertification requirements.

Minimum Qualifications

Any combination of education and experience sufficient to successfully perform the essential functions of the job qualifies.

• High school diploma or GED equivalency.

• Four (4) years of progressively responsible experience and/or training that includes emergency dispatching, public safety communications, including at least two (2) years in a supervisory or management capacity.

• Must be a United States citizen.

• Must possess valid Georgia P.O.S.T. Communications Officer Certification

• GCIC Terminal Operator Certification

• Communications Training Officer Certification

• Possession of a valid Georgia Class C driver's license.

PREFERRED

• College-level coursework or vocational training in public safety communications, leadership, supervision, emergency management, or organizational development.

• Emergency Number Professional (ENP) certification, APCO Registered Public-Safety Leader (RPL), Certified Public-Safety Executive (CPE), or comparable leadership certification.

• Experience with NG911 technologies, CAD/RMS administration, quality assurance, training program management and/or accreditation processes.

Physical Demands

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting and operate office equipment. Continuous sitting and upward and downward flexion of neck; fine finger dexterity; light to moderate finger pressure to manipulate keyboard, equipment controls, and office equipment; pinch grasp to manipulate writing utensils. Frequent side-to-side turning of neck, walking, standing, bending, stooping, pushing/pulling, and twisting at waist; moderate wrist torque to twist equipment knobs and dials; lifting objects weighing up to 75 lbs. from below waist to above shoulders and transporting distances up to 50 yards. Occasional squatting, kneeling, and reaching above and at shoulder height; moderate grasping to manipulate reference books and manuals; lifting objects weighing 20-75 lbs. from below waist to above shoulders and transporting distances up to 50 feet.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment.

Hearing: Hear in the normal audio range with or without correction.

This job description does not constitute an employment agreement between the City of Alpharetta and employee and is subject to modifications as the needs and requirements of the position change.

The City of Alpharetta is an Equal Employment Opportunity (EEO) employer. All applicants receive consideration for employment without regard to race, color, religion, gender (including identity or expression), marital status, sexual orientation, national origin, age, disability, or any other protected classification as defined by applicable law (except as limited by Employee Manual & Benefits Handbook or bona fide occupational qualifications).

In compliance with the Drug-Free Workplace Act of 1988, the City of Alpharetta is committed to providing a safe, quality-oriented, and productive work environment consistent with the standards of the community in which it serves. Alcohol and drug abuse poses a threat to the health and safety of City’s employees and to the security of the City’s equipment and facilities. For these reasons, the City is committed to the elimination of drug and alcohol use and abuse in the workplace.

Title I of the Americans with Disabilities Act (ADA) protects qualified individuals with disabilities from employment discrimination. Under the ADA, a person has a disability if they have a physical or mental impairment that substantially limits a major life activity. The physical demands described within the job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the ADA, the City of Alpharetta will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.