Emergency Communications Operations Manager

Do you want to lead where it matters most, at the heart of public safety? Are you experienced in Emergency Communications and looking to take your career to the next level? If you want to work with, help, guide, and support one of the best teams in the field, you won't want to let this chance slip away! We offer competitive pay and outstanding benefits, along with opportunities for professional growth and advancement. If this opportunity excites you, apply now! This position is responsible for the daily operational oversight of the Emergency Communications Center (ECC). This position manages personnel, ensures compliance with local, state, and federal regulations, and maintains high standards of service delivery for emergency and non-emergency call handling, dispatch operations, and responder coordination. The Emergency Communications Operations Manager plays a critical role in ensuring continuity of operations, staff readiness, and effective response to emergencies impacting public safety. Directs, plans, and oversees day-to-day Emergency Communications Center operations, including call-taking, dispatch, and radio communications; Ensures operational readiness of consoles, radio systems, and associated equipment; Coordinates maintenance and vendor support; Directly supervises shift supervisors and communications personnel, including providing leadership, coaching, performance evaluations, and administering corrective action as necessary; Develops, implements, and maintains standard operating procedures (SOPs), policies, and quality assurance/quality improvement programs, and oversees daily protocol compliance; Ensures day-to-day operational compliance with adopted policies, protocols, and regulatory requirements; Monitors operational performance metrics, including call volume, response times, staffing levels, and service quality; Coordinates staffing schedules, overtime management, and minimum staffing requirements to ensure 24/7 operational readiness; Participates in recruitment, selection, onboarding, promotion, and disciplinary processes for communications personnel, including serving on hiring panels and providing candidate evaluations; Assists with training programs for new hires and incumbent staff, including continuing education, certifications, and recertifications; Collaborates with law enforcement, fire, EMS, Emergency Management, and stakeholder agencies to ensure effective interagency communications; Participates in emergency management activations, special events, and disaster response operations, including EOC support; Supports the implementation and maintenance of ECC and 911 technologies, CAD, radio systems, and NG911 initiatives in coordination with IT and vendors; Prepares reports, operational analyses, and recommendations for department leadership; Assists with processing public records requests, including review and redaction of 911 audio, CAD data, and related communications records, in compliance with applicable law and policy; Assists with annual budget preparation, long-range planning, and resource allocation related to communications operations; Ensures compliance with workplace safety, wellness, and stress-management initiatives for communications personnel; Performs other duties assigned. Bachelor's degree in emergency management, public administration, criminal justice, communications, or a related field and a minimum of five (5) years of progressively responsible experience in emergency communications or public safety operations, including supervisory experience; or an equivalent combination of education and experience. Experience as a 911 Supervisor, Shift Commander, or Communications Manager is preferred. Certification(s) such as

APCO RPL, APCO CTO, ENP, NENA

CMCP, or equivalent is preferred. Knowledge of the purpose and function of emergency communications and its relationship to other public safety agencies; Experience leading personnel in a high-stress, mission-critical environment; Ability to sit for extended periods, operate computer systems, and communicate effectively via telephone and radio; Thorough knowledge of 911 operations, call-taking and dispatch protocols, and public safety communications systems; Extensive knowledge of ECC and NG911 systems, systems design, and components; Knowledge of applicable federal, state, and local laws and department policies and procedures; Ability to think analytically and strategically and to communicate complex operations straightforwardly; Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments; Strong leadership, decision-making, and conflict-resolution skills; Ability to manage multiple priorities in a fast-paced, 24/7 operational environment; Excellent written and verbal communication skills; Ability to analyze data, prepare reports, and make operational recommendations; Ability to maintain confidentiality and exercise sound judgment under pressure; Ability to foster a cooperative work environment; Ability to attend meetings and events outside of regular business hours; Skill in the operation of radio/communications equipment; Skill in interpersonal relations; Experience with accreditation processes, quality assurance programs, and policy development; Familiarity with Next Generation 911 (NG911) systems and emerging technologies; Ability to establish and maintain effective working relationships with county officials, associates, and the general public. Physical Requirements This work requires the occasional exertion of up to 10 pounds of force; work regularly requires speaking, hearing, use of hands and fingers, handling or feeling, tasting or smelling and repetitive motions, frequently requires sitting and occasionally requires standing, walking, climbing, balancing, stooping, kneeling, crouching, crawling, pushing, pulling and lifting; work has standard vision requirements; work requires vocal communication to express or exchange ideas orally and to convey detailed or important instructions to others accurately, loudly or quickly; work requires hearing to perceive information at normal spoken levels and to receive detailed information through oral communications; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is performed primarily in an emergency communications center and office setting. Special Requirements Must successfully pass a background check, drug screen, and psychological evaluation. Ability to obtain and maintain required certifications and security clearances. Must be able and willing to work extended hours, nights, weekends, holidays, and respond during emergencies or disasters. Must possess a valid North Carolina driver's license.