9-1-1 Operations Manager

Job DescriptionJob Description

Position Overview:

The Operations Manager is a key leadership position responsible for overseeing the dispatch operations and public safety dispatch staff. This role ensures the delivery of high-quality emergency communication services through effective supervision of dispatch personnel, implementation of operational policies, and coordination with internal and external stakeholders.

The Dispatch Manager plays a critical role in maintaining operational readiness, enforcing compliance with regulatory and agency standards, and promoting a culture of accountability and professionalism. The Operations Manager will possess strong leadership skills, excellent communication abilities, and demonstrated experience managing teams in a mission-critical, high-stress environment.

Reports To: Communications Manager (Director of Operations)

Supervises: Public Safety Dispatch Staff

Position Responsibilities

• Provide direct supervision and support to telecommunicators, ensuring consistent performance and adherence to department standards
• Foster a workplace culture centered on accountability, professionalism, and collaboration
• Lead staff meetings, coaching sessions, and formal performance evaluations
• Support the recruitment, hiring, onboarding, and training of new personnel
• Work in partnership with the Communications Manager (Director of Operations) and the LCD leadership team to address personnel matters and execute workforce development strategies
• Evaluate staffing needs and trends; manage scheduling to ensure optimal shift coverage
• Monitor key performance indicators; develop and implement performance improvement plans as necessary
• Act as a liaison between frontline staff and leadership, facilitating clear communication and timely resolution of workplace concerns
• Contribute to strategic planning efforts, including the development and revision of policies and procedures
• Maintain flexibility to respond to emergent operational or staffing demands
• Acts as a liaison for service chiefs' concerns and escalates unresolved issues to the Communications Manager (Director of Operations).

Qualifications

• Prior experience in a dispatch center, with at least 5 years in a supervisory or managerial role.

• In-depth knowledge of public safety communications systems and Computer-Aided Dispatch (CAD) platforms.
• Proven leadership and personnel management skills, with a focus on staff development, coaching, and conflict resolution.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Ability to perform well under pressure in a 24/7 emergency communications environment.
• Excellent verbal and written communication skills, with the ability to represent the organization professionally in diverse settings.
• Commitment to organizational policies, procedures, and high standards of professionalism.
• Ability to maintain confidentiality in accordance with established policies and legal requirements.

Pre-Employment Requirements

• High school diploma or equivalent (required).
• Associate or Bachelor's degree in Public Administration, Emergency Management, or a related field ; equivalent work/life experience will be considered.
• Proficiency in computer applications and the ability to type a minimum of 15 correct words per minute.
• Three satisfactory professional references.
• Successful completion of a security background investigation (employment is contingent upon results).
• Pre-employment drug screening (employment is contingent upon results).

Position Requirements

• APCO Certified Public-Safety Communication Center Manager (or equivalent certification) within 365 days of hire.
• Must obtain and maintain all required credentials for access to the Criminal Justice Information System (CJIS) within 90 days of hire.
• Effective verbal and written communication skills.
• Ability to learn and apply relevant policies, procedures, and programs of the dispatch center.
• Capacity to work under pressure and remain composed during emergency situations.

Hours & Compensation

• This is a full-time position, scheduled for forty (40) hours per week.
• Flexibility is required to meet operational and staffing needs, including emergency situations, weekends, and holidays as necessary.
• Schedule to be determined by the Communications Manager (Director of Operations).
• Competitive Salary based on experience.
• Competitive benefit package included.

Job Posted by ApplicantPro