Operations Manager

Job Title

Emergency Communications Center Operations Manager

Under the general direction of the 911 Division Chief, manages the day-to-day operations of the Emergency Communications Center while providing leadership, supervision, and operational oversight to ensure efficient delivery of emergency communications services. This position is responsible for personal management, operational planning, project coordination, policy development, organizational improvement, and the implementation of emergency technologies to support the evolving needs of public safety.

The Operations Manager works collaboratively with the 911 Technology Manager to coordinate technology projects and system implementations and partners with the 911 Quality Assurance and Training Coordinator to oversee training initiatives, continuing education, quality assurance programs, and employee professional development. The position also assists in maintaining departmental accreditation programs, including CALEA and IAED, and develops policies, procedures, reports, and operational documentation that support the Communications Center's mission.

Manages day-to-day operations of the Emergency Communications Center, including but not limited to: personnel management, scheduling, and special event planning.

Directly manages 911 Supervisor's and provides guidance in shift operations and personnel management.

Reviews and monitors daily, monthly, and annual 911 operational reports for effectiveness and trends.

Develops policies and procedures to ensure department compliance with NENA, NFPA, CALEA and other local, state and national requirements.

Act as a project manager for events (example but not limited to software or hardware deployment) impacting the Emergency Communications Center.

Studies public safety related literature to determine the latest trends in technology and other products that will benefit the Department.

Review and test software used by the Emergency Communications Center.

Audit user access to GCIC/NCIC based on certification requirements.

Create daily, weekly, monthly and yearly statistical reports for all divisions of the Department of Public Safety.

Serves on multi-jurisdictional committees in designing new or amending current programs and creating or promoting innovative solutions.

Communicates with diverse audiences (e.g., employees, agencies, the public, etc.) to provide information and clarification regarding programs used, department policies and procedures.

Performs assessments of prospective job candidates.

Assists in training new and current personnel when needed.

Prepares and conducts briefings and presentations as required.

Assists 911 Technology Manager with implementation of new software, software updates, and cloud-based services

Respond to and complete open records requests in accordance with Georgia State law.

Review schedules and timesheets for accuracy and efficiency.

Review and monitor budget items related to 911 personnel management.

Performs related work as required, and special projects as assigned

Knowledge of:
Police and Fire Department organization, procedures, and operating policies. GCIC, NCIC and CJIS rules, regulations, and procedures for access to the GCIC network. Standards set by the National Emergency Number Association (NENA). Local geography including main streets and their hundred blocks, relative distance between streets, City boundary limits, sectors and beat areas, and fire response districts. The Emergency Dispatch Protocols from the International Academy of Emergency Dispatch.

The CAD formats and commands pertaining to the 911 operator, fire dispatcher, and police dispatcher. The geography, equipment, and procedures of other jurisdictions Alpharetta has contracted with to provide fire/emergency medical dispatch procedures. Mutual and automatic aide agreements with surrounding agencies; and dispatch procedures for air ambulance companies. Pertinent federal, state, and local laws, codes, and regulations and department rules, policies, and procedures.

Configuration and Operation of: CAD program RMS and Training program FTO program Phone System Priority Dispatch ProQA/Aqua/xLerator English language usage, spelling, grammar, and punctuation. Office procedures, methods, equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Federal, state, and local laws, regulations and policies governing public records, confidentiality, records retention, and the release of protected information.

Incident management principles, continuity of operations (COOP) planning, disaster preparedness, and emergency management procedures necessary to maintain uninterrupted 9-1-1 operations.

Ability to:
Plan, organize, prioritize and direct the daily operations of the Communications Center while maintaining continuity of operations during planned and unplanned events. Exercise…