Operations Deputy Director

Boston; Boston (MA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Boston Police Department’s Operations Division seeks an Executive Deputy Director to lead daily management, oversee training/QA, and drive technology upgrades for the City’s 911 and dispatch operations.

The role requires strategic leadership, extensive experience in 911/public safety coordination, and ability to manage staff across multiple shifts. Strong communication and organizational skills are essential in this high-pressure environment.

Qualifications

• Six years of full-time or equivalent part-time paid experience in 911 dispatch or emergency telecommunication with supervisory/management experience preferred.
• Bachelor’s degree in business/public administration or related field strongly preferred.
• Must be able to type 35 words per minute.
• Must read and communicate in English clearly.
• Familiar with 911 emergency public safety communications systems, administration, and equipment; leadership, management, and supervision in public sector setting.
• Willingness to work varied shifts including nights, holidays, weekends, and overtime; on-call availability.

Responsibilities

• Provide strategic and operational leadership for daily management of the Division.
• Supervise and guide Division managers and staff; oversee training and quality assurance programs.
• Oversee implementation of new technologies and systems to support Division operations.
• Coordinate with City and agency officials; represent the Division at meetings.
• Develop staffing plans and ensure proper staffing to meet service level objectives.
• Monitor performance metrics and implement continuous improvement initiatives.

Skills

Leadership

Strategic planning

Project management

Communication

Public safety operations

Staff supervision

Public speaking

Discretion/confidentiality

Calm under pressure

Education

Bachelor’s degree in business/public administration/related field

Tools

MS Windows

MS Office

Google Suite

Job description

The Operations Division of the Boston Police Department is the critical link between the public and emergency responders in the City of Boston. The Division serves as the City’s primary Public Safety Answering Point (PSAP), handling all initial 911 calls and requests for assistance from the general public. It is also responsible for all dispatch-related services for the Boston Police Department and houses several other 24-hour mission-critical support services.

The Operations Division Deputy Director will coordinate and oversee the daily operational management, planning, and administration of the Boston Police Operations Division and directly support the Operations Division Director. The Deputy Director may serve as the Division Commander in the Director's absence. The Deputy Director will manage, direct, counsel, and supervise Operations Division floor managers, sworn and civilian supervisors, the Training Coordinator, and other support and administrative personnel. The Deputy Director will research and stay current on all industry-related standards, trends, and technologies, and make appropriate recommendations for improvement to the Director. The Deputy Director will research and recommend equipment and technology replacements, enhancements, and upgrades to maintain and enhance the Division’s mission and efficiency standards.

The Deputy Director will be responsible for developing and implementing the Division’s Training and Quality Assurance programs in accordance with all applicable industry standards and best practices. Duties will include monitoring all employees for compliance with developed training and procedures and developing necessary performance improvement plans.

• Assists the Operations Director in providing strategic and operational leadership for the daily management of the Division.
• Supervises, counsels, and guides Operations Division managers, sworn and civilian supervisors, and all other Division personnel as needed.
• Provides operational oversight for the implementation of new technologies and systems that support Division operations.
• Fosters a service-oriented and cooperative attitude among staff to ensure coordination of efforts and efficient and intelligent use of resources.
• Develops staffing plans and ensures proper staffing to effectively manage the Division’s workload and achieve service level objectives.
• Ensures Division compliance with all Departmental rules, regulations, directives, and all state and federal rules, regulations, and directives pertaining to 911 and public safety telecommunicator training.
• Provides operational oversight for division personnel with the planning and implementation of new technology or systems.
• Coordinates with the Director as a liaison to Boston Police Department Commanders, staff, and other City, State, and Federal agencies and officials.
• Attends public meetings and represents the interests of the City, Department, and Division.
• Coordinates with commanders and officials from Boston Fire and EMS to ensure proper planning, direction, and operation of the City’s 911 emergency response system.
• Ensures that all systems, programs, and equipment are maintained in good repair.
• Plans, organizes, and directs the Operations Division's activities, and monitors and evaluates the effectiveness of short- and long-term goals and programs.
• Participates in and makes effective recommendations regarding the hiring, promotion, transfer, discipline, and termination of Operations Division staff.
• Coordinates with the Director and recommends additions and changes to Division policies, procedures, and protocols in accordance with national and industry best-practice standards.
• Monitors operational performance metrics and implements required changes in consultation with the Division Director.
• Evaluates operational performance and recommends corrective actions and continuous improvement initiatives to the Director.
• Coordinates with the Director in investigating complaints and works with the Training Coordinator to develop performance improvement plans for Operations Division staff.
• Coordinates with the Training Coordinator to develop, direct, and implement a comprehensive training plan and curriculum for incumbent personnel and new hires in all division areas.
• Develops and participates in a comprehensive Quality Improvement Program for all areas of the Division.
• Conducts staff meetings and promotes solution-oriented problem-solving with staff.
• Resolves conflicts and handles employee complaints and concerns professionally and confidentially.
• Maintains all necessary documentation, correspondence, and records.
• Represents the Division in labor-management meetings and assists with contract administration and grievance resolution.

• At least six (6) years of full-time or equivalent part-time paid experience as a 911 call-taker, dispatcher, or emergency telecommunicator is strongly preferred, with at least three (3) of those years spent performing at a supervisory, training, or management level. Exceptions may be made at the discretion of Department management in cases of demonstrated competency and work performance.
• A bachelor’s degree in a business or public administration, management, or related field is strongly preferred.
• Must be able to type 35 words per minute
• Possess excellent verbal and written communication and strong organizational and interpersonal skills with the ability to plan strategically and manage projects.
• Must be able to read and communicate clearly in English.
• Must compose and prepare business correspondence using standard business English.
• Must be familiar with the principles, practices, and techniques involved in the operations of 911 emergency public safety communications systems, administration, and equipment. Should also be familiar with the principles, practices, and techniques of leadership, management, and supervision in a public sector setting.
• Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
• Must demonstrate the knowledge and ability to work effectively with individuals and groups with various identities, cultures, backgrounds, and ideologies.
• Must be comfortable working and training with individuals and groups with varying learning styles and needs.
• Ability to plan, organize, lead teams, manage staff, make public presentations, and provide problem analysis and sound decision-making.
• Communicate effectively with elected officials, employees of other agencies, and citizens in public settings.
• Exercise discretion and confidentiality over sensitive Department operations and employee issues.
• Ability to remain calm and provide direction under stressful and emergency situations.
• Must work different shifts, including nights, holidays, weekends, and mandated overtime. Must have on-call availability at night and on weekends.
• Have a working knowledge of police, fire, and EMS operational principles, practices, and techniques.
• Computer literacy is required, mainly working in an MS Windows environment, with competency in using MS Office and the Google suite of applications.
• Must be able to operate office equipment and machinery, including but not limited to computers, monitors, fax machines, copiers, printers, and scanners.
• Must be able to exercise sound judgment and focus on detail as required by the job.
• Must be able to work independently and as part of a team.
• Obtain certifications in NCIC/CJIS, Massachusetts Certified 911 Telecommunicator, Basic telecommunications, NIMS/ICS, and other various training as required.

Work Environment:

A general emergency communications center environment with air conditioning and fluorescent lighting. Duties performed may involve situations that may include exposure to stress and vicarious (secondary) trauma.

The Operations Division is a 24-hour/7-day-a-week operation with three (3) working shifts. The Deputy Director may be assigned to work different shifts or hours.

THIS POSITION IS DEEMED ESSENTIAL, AND PERSONNEL MUST REPORT TO WORK DURING EMERGENCY SITUATIONS AND ADVERSE WEATHER CONDITIONS

Terms:

• Union/Salary Plan/Grade: Non-Union/MM2-10
• Hours per week: 35
• CRIMINAL RECORD CHECK REQUIRED
• A PRE-EMPLOYMENT DRUG TEST IS REQUIRED
• BOSTON RESIDENCY REQUIRED