LOCATION

Queen Anne's County, Maryland

JOB SUMMARY

The Communications Captain serves as the principal administrative and operational assistant to the Assistant Chief of Communications and is responsible for the day-to-day management, coordination, and oversight of Communications Division operations, personnel, programs, and special projects. The Communications Captain provides direct supervision of 911 Specialist Lieutenants and assigned administrative personnel, oversees division-wide training, quality assurance, scheduling, accreditation, and personnel management functions, and ensures the implementation of departmental goals, policies, and strategic initiatives. Employees in this classification are expected to maintain proficiency in all duties and responsibilities assigned to lower-level 9-1-1 Specialist classifications.

ESSENTIAL FUNCTIONS

The primary responsibility of a Communications Captain is to provide operational leadership, administrative oversight, and executive support to the Assistant Chief of Communications while ensuring the efficient and effective delivery of emergency communications services. Directly supervise 911 Specialist Lieutenants and assigned administrative personnel. Oversee daily Communications Division operations and ensure compliance with departmental policies, procedures, accreditation standards, and applicable laws and regulations. Manage and coordinate personnel management activities, including hiring processes, onboarding, employee development, performance management, and disciplinary actions. Review and monitor employee evaluations, corrective action plans, attendance trends, and personnel performance metrics. Oversee division scheduling practices, staffing plans, leave management, and workforce planning initiatives. Manage and monitor the Communications Division Quality Assurance and Quality Improvement programs. Oversee the Certified Training Officer (CTO) program and ensure compliance with all training, certification, and continuing education requirements. Coordinate administrative investigations, employee complaints, and operational reviews as assigned. Coordinate the development, implementation, review, and maintenance of Communications Division policies, standard operating guidelines, and operational procedures under the direction of the Assistant Chief of Communications. Coordinate and monitor division projects, technology implementations, accreditation activities, and special assignments. Prepare reports, presentations, statistical analyses, and recommendations for the Assistant Chief of Communications. Monitor operational performance indicators and recommend improvements to staffing, training, procedures, and service delivery. Serve as liaison between the Communications Division and public safety partners, vendors, contractors, and county departments as assigned. Coordinate operational readiness activities for significant incidents, planned events, and emergency activations. Serve as Acting Assistant Chief of Communications when designated. Foster a culture of professionalism, accountability, teamwork, and continuous improvement throughout the Communications Division.

SUPERVISORY RESPONSIBILITIES

Under general direction provides supervision to one Sergeant and three or more 911 Specialists. Carries out supervisory responsibilities in accordance with the County's policies and applicable laws; responsibilities include interviewing, recommending and selecting candidates for employment; training employees; planning, assigning, and directing work; appraising employee performance; counseling, rewarding and disciplining employees; investigating employee grievances; approving and mediating disciplinary action; and addressing complaints and resolving problems.

NIMS TRAINING

Must meet certification requirements established for the 9-1-1 Specialist Lieutenant position.

KNOWLEDGE, SKILLS, AND ABILITIES

Thorough knowledge of public safety communications operations, policies, procedures, and applicable regulations. Knowledge of quality assurance, training administration, personnel management, accreditation, and operational performance management. Ability to effectively supervise, mentor, and develop subordinate supervisors. Ability to effectively delegate responsibilities, establish performance expectations, hold subordinate supervisors accountable, and ensure appropriate follow-through on assigned duties and objectives. Ability to manage multiple projects and priorities simultaneously. Strong organizational, analytical, and problem-solving abilities. Strong verbal and written communication skills. Ability to prepare reports, recommendations, and administrative correspondence. Ability to develop and deliver effective presentations to departmental personnel, county officials, partner agencies, community organizations, and the public on communications operations, programs, initiatives, and other related topics. Ability to establish and maintain effective working relationships with employees, public safety partners, vendors, county officials, and members of the public. Maintain regular, reliable, and punctual attendance. Must be dependable, self-motivated, and team oriented.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Associate degree in Emergency Management, Public Administration, Business Administration, Communications, or a related field preferred. Minimum of six (6) years of experience as a cleared 9-1-1 Specialist or equivalent public safety communications professional, including a minimum of four (4) years of supervisory experience in a public safety communications environment. Additional consideration may be given for substantially equivalent public safety communications experience obtained through another public safety communications agency.

CERTIFICATES, LICENSES AND REGISTRATIONS

Must meet and maintain all qualifications, training, and certification requirements established for the 9-1-1 Specialist Lieutenant position. The Captain's primary assignment is administrative and supervisory in nature; however, the Captain may perform operational 9-1-1 duties when necessary to support Division operations, significant incidents, training, or other operational needs. Certified Training Officer certification. APCO Registered Public-Safety Leader (RPL) or NENA Emergency Number Professional (ENP) certification preferred. NENA Center Manager Certification preferred. Additional leadership, management, and emergency communications certifications as required by the County or Department.

PHYSICAL DEMANDS

Regularly required to sit, talk, and hear. Frequently required to use hands and fingers, handle or feel objects, tools, or controls and reach with hands and arms. Must be able to hear spoken words with or without reasonable accommodation. Specific vision capabilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus. Occasionally walk, stand, crawl or stoop. Occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 lbs. Use office equipment requiring above average degree of dexterity and have the ability to type 30 words per minute. Attention to detail is required. Reasonable accommodations may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

WORKING CONDITIONS

Work is performed in an office-like setting in an environmentally controlled area. Noise level is usually moderate.

COMMENTS

This position has been designated as an

ESSENTIAL

POSITION and may be required to report to or remain on duty when County offices are closed due to inclement weather or for other reasons. An employee in this position may be required to work shift work, overtime, weekends, and holidays and/or remain on standby for a call back to work. Employees must conform to applicable policies and safety rules. This position is one within the Queen Anne's County Civil Service System. An employee must serve a period of twelve months probation during which he or she may be terminated without notice, cause, hearing or right of appeal. This description lists the major duties and requirements of the job and is not all-inclusive.