Senior 9-1-1 Operations & Accreditation Manager

Lancaster County; Manheim (PA); On-site; USD 68,000 - 101,000; Full time

Benefits offered by this job

Healthcare coverage

Pension plan

Flexible spending accounts

Tuition reimbursement

Paid time off

Employee assistance program

Family medical leave

Job summary

Lancaster County is seeking a dedicated 9-1-1 Assistant Operations Manager – Professional Standards to lead accreditation, training, and QA/QI initiatives within the Emergency Communications Center. You will supervise up to six staff and translate findings into training, policy, coaching, and measurable improvements.

The role requires establishing annual goals, ensuring compliance with CALEA/APCO/IAED/EMAP standards, and maintaining readiness for inspections, while coordinating with the Director

Qualifications

• High school diploma or equivalent; seven years in public safety answering point or emergency communications center with supervisory/leadership responsibility preferred.
• Associate orBachelor’s degree in emergency management, public safety, education, organizational leadership, public administration, communications, or related field preferred.
• Documented education/training in adult learning, instructional methodology, curriculum development, performance evaluation, quality improvement, accreditation, or project management preferred.
• Supervisory/management experience in a multi‑discipline 9-1-1 center is strongly preferred.

Responsibilities

• Lead the Professional Standards portfolio and establish goals, plans, and reporting aligned with department priorities and standards.
• Direct supervision, coaching, development, and evaluation of up to six staff; manage workload and performance.
• Provide oversight for accreditation and recognition programs (CALEA, APCO, IAED, CALEA, EMAP).
• Maintain accreditation readiness with self-assessments, proofs of compliance, and on-site/remote assessments.
• Direct the telecommunicator training program across the employee lifecycle: recruitment, onboarding, academy, certification, continuing education.
• Oversee CTO and ETC Instructor programs, including selection, qualification, continuing development, and evaluation.
• Annually approve training needs assessments informed by QA/QI findings, incidents, and stakeholder feedback.
• Lead QA/QI program, establish review methodologies, scoring standards, and performance indicators for dispatch functions.

Skills

Leadership

Training program design

Quality assurance

Data analysis

Communication

Policy alignment

Education

High school diploma or equivalent

College degree preferred

Job description

Lancaster County is seeking a dedicated 9-1-1 Assistant Operations Manager – Professional Standards to lead accreditation, training, and QA/QI initiatives within the Emergency Communications Center. You will supervise up to six staff and translate findings into training, policy, coaching, and measurable improvements.

The role requires establishing annual goals, ensuring compliance with CALEA/APCO/IAED/EMAP standards, and maintaining readiness for inspections, while coordinating with the Director