Deputy Director of Operations

Deputy Director of Operations

The Deputy Director of Operations is responsible for the overall daily management and operational oversight of the communications center to ensure the delivery of efficient, effective, and compliant emergency and non-emergency dispatch services. This position provides leadership and direction for operational personnel, including Operations Supervisors, Shift Supervisors, Dispatch and Call taking personnel, and Warrants/NCIC personnel. The Deputy Director of Operations ensures operational readiness, adherence to agency policies and industry standards, regulatory compliance, and continuity of service in a 24/7 public safety communications environment.

This position is classified as administrative.

The following duties are representative of the position and are not intended to be all-inclusive:

• Direct and oversee the day-to-day operations of the communications center to ensure uninterrupted emergency communications services.
• Supervise Operations Supervisors, the Warrants Supervisor, and other assigned operational support personnel.
• Manage and evaluate dispatch operations, including call-taking, radio communications, incident coordination, and resource deployment.
• Ensure compliance with NCIC, CJIS, state, and federal regulations governing criminal justice information systems.
• Monitor operational performance and ensure adherence to established service standards, protocols, and best practices.
• Address personnel matters involving supervisory staff and assist supervisors with employee performance and disciplinary issues as needed.
• Investigate complaints received directly or referred by supervisors, the Deputy Director of Administration, or the Director.
• Participate in recruitment, selection, onboarding, and retention efforts for SJCCA personnel.
• Conduct performance evaluations of Operations Supervisors and the Warrants Supervisor; review evaluations completed for Shift Supervisors, Public Safety Telecommunicators, Dispatchers, and Warrants personnel.
• Develop work schedules and oversee approval of leave requests for operations personnel.
• Perform the duties of an Operations or Shift Supervisor during shortages or emergency situations as necessary.
• Maintain and audit operational records, reports, and department documentation using manual and automated systems.
• Coordinate with the Deputy Director of Administration and external stakeholders, including medical facilities and user agencies, to address operational concerns and improve service delivery.
• Serve as a liaison between SJCCA and user agencies to resolve operational issues and promote effective interagency communication.
• Assist in the development, revision, implementation, and enforcement of agency policies, procedures, and operational standards.
• Represent SJCCA at professional meetings, committees, user groups, accreditation activities, and community events.
• Conduct presentations, public speaking engagements, and instructional training for internal and external audiences as needed.
• Coordinate with the Deputy Director of Administration to address operational technology and communications system issues.
• Assist the Director in strategic planning, operational improvement initiatives, and organizational development.
• Participate in budget planning related to staffing, training, operational equipment, and resource allocation.
• Ensure compliance with all applicable laws, regulations, accreditation standards, and agency policies.
• Serve in the capacity of the Communications Director during the Director's absence, as assigned.