Emergency Communications Manager

NENA; Danville (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

NENA in Danville, VA seeks a seasoned supervisor to oversee the 911 Emergency Communications Center. You will administer policies, hire, train, mentor staff, manage budgets, and coordinate with vendors and agencies to ensure service continuity.

Responsibilities include scheduling, discipline, quality assurance, grant writing, and reporting. You will lead day-to-day operations and maintain dispatch protocols to support critical public safety services.

Qualifications

• Associate’s Degree; 7–9 years of experience preferred as per description.
• Experience in public safety dispatch or emergency communications is implied by responsibilities.

Responsibilities

• Oversee operation and management of the 911 Emergency Communications Center.
• Hire, train, develop, mentor, discipline, schedule staff; maintain staffing levels.
• Prepare budgets and monitor expenditures; grant writing and reporting.
• Coordinate with vendors and other agencies; maintain dispatch protocols.

Skills

Staff supervision

Policy administration

Budget management

Vendor liaison

Education

Associate’s Degree

Tools

CAD

Priority Dispatch Pro QA

NIMS training modules

Job description

Description

Oversee the operation and management of the 911 Emergency Communications Center; administer policies and procedures; hire, train, develop, mentor, discipline, schedule, and maintain adequate staffing; prepare budgets; serve as liaison to vendors and other agencies; maintain and monitor equipment, supplies, technical software, programs and dispatch protocols.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time. Supervises day to day operations by dealing with scheduling issues; resolving issues regarding calls, records and dispatching; answering the phones; reviewing and recording calls; ensuring quality assurance; submission of reports; writing and managing grants; attending court and meetings; providing dispatching support as needed; and acting as a liaison with the 911 user group and other agencies. Manages and supervises personnel by hiring, developing, mentoring, and coordinating training; maintaining discipline; reviewing and evaluating performance; and ensuring compliance with FLSA. Coordinates with vendors with regard to equipment and software maintenance; evaluating new technology; researching updates for existing and new equipment; reviewing protocols; planning and evaluation for peak performance and improved service delivery.

ADDITIONAL DUTIES

• Fills the role of Telecommunicator as needed;
• Meets and coordinates with agencies in the 911 user group and provides emergency management support.
• Monitors budget and approves expenditures.
• Assists with budget preparations; forecasting future budget needs and methods to comply with FCC and other requirements.
• Attends meetings and training sessions.
• Performs additional duties to support operational requirements as assigned.

Reading

Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.

Writing

Intermediate: Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.

Math

Intermediate: Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement.

Communication Skills

Decisions regarding interpretation of policies may be made. Contact may involve stressful, negative interactions requiring high levels of tact, and the ability to respond to aggressive interpersonal interactions. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Independence and Decision-Making

This job title normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Technical Skills

Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.

Fiscal Responsibilities

Final approval of at least one division/departmental budget. Is authorized to approve fiscal/budgeted expenditures up to the amount that requires the approval of Senior Management.

Supervisory Responsibilities

Manages, monitors and directs work performance by directing subordinate supervisors, makes final decisions on hiring, discipline performance evaluation, setting program/work objectives and realigns work and staffing as needed.

PHYSICAL DEMANDS

Light physical effort, exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly.

Constant adequate vision, hearing, talking to use computer, telephone and communicate effectively with others.

Frequent sitting, fine dexterity.

Occasional standing.

Rarely walking, lifting, carrying, reaching, handling, or bending.

NON-PHYSICAL DEMANDS

Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.

Regular and predictable attendance is expected.

Frequently experiences a frequent change of tasks, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work.

May occasionally experience time pressure, emergency situations, irregular work schedule/overtime.

Rarely noisy/distracting environment.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE

Typically requires use of standard office equipment and telephone, and related software and hardware; and any other tools and equipment as appropriate or as assigned, such as Computer Aided Dispatch, Protocol Cards, Priority Dispatch Pro QA Police, Fire and Medical, AVL.

WORK ENVIRONMENT

This work is performed in an office environment, where there are no environmental factors or job hazards. The employee must wear protective equipment as apparent or assigned, if any.

Education and Experience

Associate’s Degree, with knowledge of a specific administrative, business or technical nature, and over seven years up to and including nine years of experience.

An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

Certifications/Licenses

Valid driver’s license and acceptable driving record according to City criteria.

Candidate will be required to obtain certifications in CPR, VCIN/NCIC, DCJS Basic Dispatcher Certification, NIMS 100, 200, 700, 800, EPD, EMD, and EFD within a probationary period.

Job Knowledge

Advanced knowledge of the subject matter. Complete comprehension of the subject area to solve common and unusual problems, able to advise on technical matters, and serve as a resource on the subject for others.