Emergency Communications Manager

2026 Saline County

911 Emergency Comms Manager

Job Description

Exempt: YES

Department: OEM/911 Saline Emergency Communications Center

Reports To:

OEM/911 Director

Location:

102 S. Main, Benton AR 72015

Safety Sensitive:
This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.

This is a hands-on supervisory position strictly responsible for the active, day-to-day operations and all live dispatch-related functions of the Saline County Emergency Communications Center. The focus of this role is maintaining an active floor presence to ensure continuous center coverage, tracking real-time compliance, and mentoring shift supervisors.

To fulfill these operational requirements, the employee must maintain administrator-level working knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, Rapid Deploy, Motorola FLEX, Open Path security, and all additional software and equipment utilized in the 911 center.

• Direct Floor Management:
  Oversee all daily dispatch-related functions, including real-time monitoring of radio, telephone, CAD, and system components to guarantee 100% operational uptime.
• On-Hand Dispatch Supervision:
  Maintain an active physical presence in the dispatch center. Specifically required to be on-hand in dispatch every Wednesday night for the first 3 hours of the night shift to work directly with, mentor, and support the night supervisors.
• Daily Director Reporting:
  Compile and deliver mandatory daily operational reports to the Emergency Management Director regarding center performance, critical incidents, and staffing levels.
• PowerDMS & Document Control:
  Maintain up-to-date departmental records, training logs, and standard operating procedures within PowerDMS. Conduct daily reviews of these records alongside shift supervisors to ensure absolute compliance.
• Center Purchasing:
  Manage all procurement and purchasing requests for the 911 center's daily operational needs, ensuring all purchases are routed for and receive Director approval prior to execution.
• Live Shift & Workflow Adjustment:
  Develop daily work schedules, manage personnel tracking, and dynamically adjust shift coverage to ensure a smooth, safe workflow across all hours. Step in to personally work a dispatch console during critical manpower shortages.
• Real-Time Quality Assurance (QA):
  Continually execute and manage the center's Quality Assurance Program by reviewing live and recorded call-taking data against established protocols to maintain high-performance standards.
• Troubleshooting & Backup Protocols:
  Perform immediate troubleshooting on communication hardware or software malfunctions, notify tech support for major repairs, and instantly implement emergency backup systems when necessary.
• Immediate Personnel Oversight:
  Assign, prioritize, and review the live work activities of Communications personnel. Coach, counsel, and issue immediate corrective discipline to floor staff as needed.
• Incident Investigation:
  Receive, thoroughly investigate, and track operational complaints regarding call-taking or dispatch issues from the public and field units, delivering rapid resolutions.
• Obtain the director’s approval on all aspects and any changes in the 911 center.
• Other Duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration,…