Public Safety Communications Operations Commander

Buncombe County; Asheville (NC); On-site; USD 85,000 - 115,000; Full time

Job summary

Buncombe County Public Safety Communications seeks an Operations Commander to lead our 24/7 emergency communications center. The role supports the Operations Division Manager by supervising staff, managing staffing and resources, ensuring policy compliance, and responding to critical incidents.

The ideal candidate is collaborative, experienced in public safety communications, and committed to developing employees while delivering exceptional service to Buncombe County's citizens and first

Qualifications

• Associate degree required with 5+ years in emergency services, including 3+ years in supervision/management.
• DCI Modules 1-3-6 and ATAC certifications required or able to obtain within specified timelines.
• 40-hour NC Telecommunicator certification preferred or ability to attain within 180 days.

Responsibilities

• Direct and schedule operations of the 911 center, ensuring quality and timely output.
• Oversee policy compliance, update procedures, and maintain operation manuals and databases.
• Prepare and deliver regular system and records reports; manage equipment and software planning.
• Act as liaison for equipment repairs and oversee ATAC coordination.
• Recruiting, interviewing, hiring, training, scheduling, and performance management of subordinates.
• Handle complaints and prepare verbal/written responses and recommendations.

Skills

Leadership

Public safety communications

Staffing management

Policy compliance

Incident response

Training & development

Communication

Education

Associate degree in related field

DCI Module 1-3 & 6 certification

ATAC certification

Emergency Management certification (preferred)

Tools

CAD systems

Computers & comms equipment

Subpoenaed records handling

Job description

Buncombe County Public Safety Communications is seeking an Operations Commander to help lead our 24/7 emergency communications center. This leadership position supports the Operations Division Manager by overseeing line‑level daily operations, supporting supervisors and telecommunicators, managing staffing and operational resources, ensuring compliance with policies and performance standards, and responding to critical incidents while also being readily available to jump in at any time to assist the operations floor. The ideal candidate is a collaborative leader, experienced in public safety communications, who thrives in a fast‑paced environment, is committed to developing employees, and is passionate about delivering exceptional service to the citizens and first responders of Buncombe County.

Purpose of the position:

The purpose of this position is to perform administrative and supervisory duties in directing 911 telecommunications operations, supporting the Operations Division Manager in advancing high‑performance strategies and achieving departmental priorities, goals, and objectives.

Minimum Education, Training and/or Experience (required at time of hire): Associate degree in a related field and a minimum of five (5) years of experience in emergency services, including at least three (3) years of relevant supervisory and/or management experience; or an equivalent combination of education and experience.

Additional Training and Experience: None

License or Certification Required by Statute or Regulation: DCI Module 1, 2, 3, and 6 as well as ATAC certification or the ability to attain same within 90 days. 40‑hr NC Telecommunicator certification preferred or the ability to attain same within 180 days. Emergency Management and Center Manager Certification and/or CJLeads Administrator certification preferred.

Essential Functions of the position:

• Direct activities of the communications division’s operations by scheduling and assigning work, determining methods for doing work, checking quality of work, answering questions, handling personnel issues, and monitoring workflow to ensure timely completion of activities.
• Oversee compliance with divisional policies, procedures, and protocols, by reviewing procedures and operations and making recommendations for modification and improvements; prepare and maintain procedures manuals for operating and training purposes; maintain all directories and databases required for operations of the 911 Communications division.
• Compile and maintain various files and records telephone and radio communication and respond to public and subpoenaed requests for records. Prepare various regular systems reports.
• Oversee operations of computer system and communications equipment, maintaining standards of operational capacity and ease of workflow; participate in planning and research to identify newly available software applications and their application to department needs.
• Serve as liaison for repair work to the equipment and the facility.
• Serve as a Division of Criminal Information Assistant Terminal Agency Coordinator (ATAC).
• Receive and investigate complaints pertaining to conduct of subordinate personnel, programs, procedures, etc. and interview various parties and review reports and prepare verbal and/or written responses and recommendations, as appropriate, prepare reports as requested.
• Prepare and disseminate CAD call history records, and phone recordings for official court requests, internal, or public release.
• Administer or make recommendations for routine personnel matters affecting subordinates, including recruiting, interviewing, hiring, training, assigning, scheduling, granting leave, appraising, and disciplining, and submitting such records as required by department management.
• Perform other related duties as assigned.

Knowledge, Skills, Abilities:

• Knowledge of Federal Communications Commission rules and regulations concerning radio communications.
• Thorough knowledge of state and federal laws concerning use of criminal records.
• Thorough knowledge of departmental policies and procedures.
• Knowledge of the operation of a wide variety of communications equipment.
• Knowledge of the locations and capabilities of available fire, rescue, emergency medical units, and law enforcement units.
• Knowledge of the geographical layout of the County as to location of streets, important buildings and other landmarks.
• Knowledge of the principles and techniques of supervision; ability to supervise and coordinate the work of subordinates in a 24×7 operation.
• Ability to select appropriate emergency and non-emergency units to respond to situations in given areas of the county.
• Ability to communicate effectively with the public, maintain professional demeanor, and patiently give instructions.
• Ability to elicit information from callers and officers, including properly and quickly document information and actions.
• Ability to prioritize calls and requests.
• Ability to use a variety of computer and communications systems.
• Ability to make quick decisions based on information from callers and law enforcement officers.
• Ability to solicit information from and relay information to callers and law enforcement officers.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee’s unique experiences, opinions, and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, natural hair or hairstyles, ethnicity, creed, color, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital or familial status, pregnancy, veteran status, religious belief or non-belief, age, or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment, hiring, assignment, promotion and compensation shall not be based on any of these protected classes. In addition, the County expressly prohibits any form of workplace harassment or discrimination.