Operations Manager for - Northampton County EMS

Equal Employment Opportunities – It is the policy of Northampton County to provide equal employment opportunities (EEO) to all persons regardless of race, color, national origin, religion, sexual orientation, marital status, sex, gender identity, gender expression, age, genetic information, disability, or any other status protected by the Pennsylvania Human Relations Act, Title VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA) and any other state, federal, or local law.

The Operations Manager for 911 position works in conjunction with the Deputy Director for 911 Operations in the areas of project coordination, policy recommendations, procedure development, communications, daily operations, technology and service solutions, and processes related to the procurement of technological equipment, software, and services. Participates in all aspects of personnel management including hiring, training, scheduling, and performance management. Under direction, the Operations Manager for 911 position has charge of all operational aspects of the communications center and is responsible for the planning, review, and implementation of internal communications procedures to keep staff informed of organizational developments, changes to operational procedures, new policies or guidelines, as well as relevant regulations, industry, and technical developments.

This position reports directly to the Deputy Director for 911 Operations.

This position is responsible for supervision over the following classifications:
Dispatch Shift Supervisor and Telecommunicator.

In the absence of the Quality Assurance Manager for 911 and the 911 Training Manager, the Operations Manager for 911 exercises supervision over the following classifications as it relates to the duties of the aforementioned positions:
Dispatch Shift Supervisor and Telecommunicator.

• Responsible for the effective scheduling of Dispatch Shift Supervisors and Telecommunicators.
• Reviews work schedules routinely to ensure minimum staffing levels are maintained for assigned shift.
• Assigns Dispatch Shift Supervisors to investigate complaints and reviews investigation results to ensure information is complete and accurate.
• Investigates disciplinary problems, prepares findings and recommendations, and serves discipline as necessary.
• Evaluates the performance of Dispatch Shift Supervisors and counsels them in areas where improvement is needed.
• Resolves disputes between employees, supervisors, and agency representatives or members of the public.
• Reviews requests for procedural changes, identifies possible alternatives, makes recommendations, and prepares drafts.
• Composes technical and general materials such as memos, letters, directives, lesson plans, and reports.
• Conducts discussion and problem-solving meetings with assigned employees on a regular basis.
• Responds to inquiries from public safety command personnel.
• Acts as liaison between the department and other allied agencies.
• Listens to audio tapes of operational employees to evaluate quality of performance.
• Works with 911 Training Manager to develop directives and schedule training sessions.
• Completes annual assessments on each assigned Dispatch Shift Supervisor.
• Reviews assessments completed by Dispatch Shift Supervisor for each assigned employee.
• Provides project management services to support efficient operations.
• Assists in training new employees, with in-service training, and all required training certifications as assigned.
• Participates in the Quality Assurance and Training Programs including, but not limited to, issues that arise which may need to be addressed through individual training or modifications to the training program as a whole.
• Assists with all accreditation programs including, but not limited to, Commission on Accreditation of Law Enforcement Agencies (CALEA) and Fire/Police/EMS accreditation programs.
• As assigned by the Deputy Director of 911 Operations, conducts Professional Responsibility investigations.
• Assists the Deputy Director of 911 Operations in general budgetary matters and the daily budgetary process. This includes preparation, maintenance, and execution of records on budget transfers and other documentation.
• Provides input and assistance to the Deputy Director of 911 Operations in project and policy development within its area of responsibility.
• Assists the Deputy Director of 911 Operations in all contract negotiations as well as bids, grants, and projects associated with the 911 Operations Center including, but not limited to, construction, service, professional, and maintenance contracts.
• Assists with compliance for NCIC and CLEAN regulations and training. Acts as the 911 Operations Center Terminal Agency Coordinator.
• Assists in the hiring and onboarding process of new employees.
• Assists in the personnel evaluation program.
• Assists with general office…