911 Operations Manager

City of Minneapolis; Minneapolis (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

The City of Minneapolis seeks a proven leader to support and supervise the 911 Center staff in the Emergency Communications Department. The 911 Operations Manager directs 911 call answering and police/fire dispatching for the City of Minneapolis, while planning, organizing, and guiding staff performance.

Ideal candidates bring strategic planning and strong people skills to foster a professional, service‑oriented environment. On-site work is required, with after‑hours availability for emergencies.

Qualifications

• Bachelor's degree in business administration or a related field.
• Four years of experience related to the position, including at least one year in a supervisory role.
• Ability to manage staff, projects and processes under stress.
• Familiarity with policy development and labor issues.

Responsibilities

• Supervise up to 70 Public Safety Telecommunicator II & III staff.
• Set performance expectations for quality service delivery and customer satisfaction.
• Promote a diverse, culturally competent, and respectful workplace.
• Manage labor contract issues regarding work schedules and leaves of absence.
• Coordinate and administer operational policies and procedures.
• Participate in budgeting and strategic planning with leadership.

Skills

Leadership

Communication

Strategic planning

Problem solving

Team coordination

Education

Bachelor's degree in business administration or related field

Tools

CAD

NG911 tools

800 MHz radio

Job description

The City of Minneapolis is seeking a talented individual to support and assist the Emergency Communications Assistant Director by planning, organizing and supervising the work of 911 Center's staff assigned to the Emergency Communications Department in the City of Minneapolis. We're looking for motivated individuals who want to build a career while serving the community. Ideal candidates are excited to work alongside other dedicated professionals to help the residents, visitors and businesses of Minneapolis. The 911 Operations Manager will direct the operations of the Minneapolis Emergency Communications Center in providing all 911 call answering and police and fire dispatching for the City of Minneapolis.

Engaged - Supportive - Professional

Department Mission Statement

Minneapolis 9-1-1 forms the vital link between the public and the emergency responders. The department strives to collect and disseminate all requests for service in a prompt, courteous, and efficient manner. The department's actions help save lives, protect property and assist the public in their time of need.

Work Location

This position currently works on-site only.

*The City of Minneapolis does not sponsor applicants for work visas*

*Amended to add information regarding working hours and schedule*

• Manage a team of shift supervisors who have first line supervisory responsibility for up to 70 full-time Public Safety Telecommunicator II & III staff.
• Set performance expectations for quality service delivery and customer satisfaction, and follow through with proactive performance management, team building, and application of available technology and industry best practices.
• Promote a diverse, culturally competent, and respectful workplace.
• Serve as designated representative for step one grievances.
• Communicate changes to policy and procedure to line staff.
• Manage labor contract issues regarding work schedules and leaves of absence.
• Manage theinternal investigations and staff personnel issues.
• Provide responses to customer inquiries and concerns from 911 callers and public safety personnel.
• Assure accountability and discipline.
• Provide professional development to staff.
• Serve as liaison and primary point of contact with command level operations staff from agencies served by the 911 Center.
• Allocate staffing resources to meet daily, weekly, and seasonal workload fluctuations.
• Develop and administer operational policies and procedures.
• Participate in the budget process by identifying and documenting needs.
• Work with the Director and Assistant Director of Emergency Communications on strategic planning.
• Respond to the Public Safety Answering Point (PSAP) for major emergencies.
• Coordinate and prepare emergency preparedness plans.
• Ability to be available for after-hours on-call support.
• This position requires working outside standard Monday–Friday business hours when operational needs or major incidents occur.
• Requires availability to respond to phone calls from direct reports outside of regular business hours including but not limited to evenings, overnights, weekends, and holidays.

Working Conditions

Normal office environment

Minimum Education

Bachelor's degree in business administration or a related field.

Minimum Experience

Four years of experience related to the position, including at least one year of experience at a supervisory or higher level.

Equivalency

An equivalent combination of education and experience closely related to the duties of the position may be considered.

Cover Letters and Resumes

You must attach a cover letter and updated resume to your application. Without these documents, the application maybe deemed as incomplete and will not be considered further.

Selection Process

The selection process will consist of a rating of training and experience and an oral exam (70 % minimum to pass on each component). Decisions concerning your qualifications for this position are based on the information you provide on your application and resume. Therefore, it is to your advantage to complete the application form as accurately and completely as possible and supply proof of any additional education. Human Resources reserves the right to limit the number at any phase of the process. At the discretion of the hiring department an assessment of Knowledge, Skills and Abilities may be administered.

Interview Selection

The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.

Background Check

The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.

Union Representation

This position is not represented by a collective bargaining agreement. For more information, please visit http://www.minneapolismn.gov/hr/laboragreements/.

Eligible List

The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire upon filling the position.

• Ability to use and operating communications center equipment including but not limited to: Computer Aided Dispatch (CAD), multi-line phone, 800 mHz radio, and other NG911 tools.
• Ability to develop and maintain effective working relationships and deal tactfully witha wide variety of people.
• Experience with policy development.
• Ability to coordinate the work of subordinates under highly stressful conditions.
• Strong verbal and written communication skills.
• Experience with Police, Fire, and Emergency Medical Services (EMS) practices and dispatching procedures.
• Managing staff, projects and processes and ability to produce results with direct reporting relationships and collaboration across functional lines.
• Planning, coordination, organization and problem-solving skills with ability to collaborate at all levels and think both strategically and tactically.
• Knowledge of applicable labor, criminal, and civil laws and ordinances.
• The geography and physical structure of the City of Minneapolis.