Commission on Accreditation for Law Enforcement Agencies, Inc
Communications Operations Manager
Commission on Accreditation for Law Enforcement Agencies, Inc, Renton, Washington, United States, 98056
The King County Sheriff’s Office has an outstanding opportunity for experienced emergency communications center supervisors to advance their career as a Communications Operations Manager. We are seeking individuals skilled in supervising direct reports, managing programs, and experienced in working in a communications call center.Over half a million people rely on KCSO’s 911 Communications Center. The staff of over 75 communications specialists answer and dispatch calls for police services, take police reports by phone, support the computer-aided dispatch (CAD) and E-911 systems, and manage a host of special projects and functions. The Operations Manager ensures the team has the training, resources, and support to provide exceptional 24-hour service to our community.We are looking for individuals who are technically savvy, have outstanding interpersonal skills, and whose values align with the King County Sheriff’s Office. The Communications Operations Manager oversees the daily operations in the E911 Center, supervises a team of first line supervisors, and oversees payroll, training, and disciplinary oversight for up to 68 Communications Specialists and 10 Supervisors.Requirements
Job Duties:Supervise staff and direct the operation of the E911 Communications Center.Develop short-term and long-term plans in meeting the Center’s needs in terms of growth, changes, priorities, staffing, and budget constraints.Participate in the planning for and upgrade of the Center’s operating systems, equipment, and technology.Create, develop, analyze, and interpret policies, procedures, and guidelines. Make recommendations on changes; develop written directives for new/changing procedures.Analyze and interpret labor contracts. Establish and maintain partnership with labor unions and participate in labor negotiations.Counsel supervisors in solving difficult problems and provide training to meet operational changes, laws, standards, and new technology.Oversee the Center’s Training Program for Call Receivers and Dispatchers, including managing performance, attending training-related meetings, making final determinations on certifications, analyzing data/trends related to training and retention, and recommending changes to the program for continued success.Partner with Civil Service and the Department’s Human Resources Unit on the examination and selection process for the Communications Center to ensure recruitment of high-quality candidates.Coordinate with technical staff on operational systems and technology updates.Interview employment candidates for assigned positions and promotional recommendations.Coordinate internal investigations and oversee and investigate complaints regarding the staff or system; may conduct or participate in investigations of complaints involving supervisors.Ensure work quality and adherence to established policies and procedures; perform more technical and complex tasks to assigned areas of responsibility.Prepare budget requests and monitor expenditures.Participate in leadership and operational meetings, including but not limited to technical meetings with the county 911 Program Office and other local partners, modernization and operational meetings, and represent KCSO PSAP (Public Safety Answering Points) at regulatory meetings.Qualifications
Experience, Qualifications, Knowledge, Skills:Any combination of education and experience that demonstrates the ability to perform the job duties of the position, including but not limited to:Two (2) years supervisory experience in a similar environment.Three (3) years of progressively responsible communications call receiving/dispatching experience in a comparable public safety dispatching center.Demonstrated experience/skill in:Human Resources management, policies, laws, and regulations and supervisory principles and practices.Budget planning, preparation, analysis, and management.Interpreting and explaining Federal, State, and local policies, laws, regulations, and guidelines. Needs knowledge of regulations pertaining to the dispatch of police resources and pertinent federal, state, and local laws, codes, and regulations.Mentoring, developing, and training Supervisors and other staff.Developing and delivering presentations.Ability to:Work in a collaborative manner, as a team member both internally and externally with staff, service providers, and members of the public.Hold employees accountable, have difficult conversations, and make tough employment decisions in a firm, courteous, tactful, and impartial manner.Apply knowledge of communications centers and experience with operating processes in decision making; be resourceful to accomplish goals effectively and efficiently.Adapt to situations depending on the circumstance; understands situational cues and adjusts accordingly. React calmly and promptly to handle emergency situations and guide distressed persons in a calm manner.Highly skilled/knowledgeable in:Operating elements of a large police communications center.Effective supervision, evaluation, and counseling techniques.Public safety communications center operating rules and procedures.Public safety emergency automated communications reporting systems.Problem solving, conflict resolution, and decision-making skills. Must be able to engage in frequent interpersonal interactions that are stressful or sensitive in nature.Strong verbal and written communications skills.Making formal presentations to diverse audiences including the public, county officials, executives, and senior managers.DESIRED QUALIFICATIONS
The most competitive candidates will have the following:Bachelor's Degree or an equivalent combination of education and relevant experience in business management, project management, criminal justice, public administration, or a related field.Project management certification.Four (4) to five (5) years of supervisory experience in a 911 communications center.Increasingly responsible leadership experience and managing at a high level in a 911 communications center/similar environment.CMCP (NENA) or CPE (APCO) certified.Location
Regional Communication & Emergency Coordination Center (RCECC).3511 NE 2nd StRenton, WA 98056United States
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Job Duties:Supervise staff and direct the operation of the E911 Communications Center.Develop short-term and long-term plans in meeting the Center’s needs in terms of growth, changes, priorities, staffing, and budget constraints.Participate in the planning for and upgrade of the Center’s operating systems, equipment, and technology.Create, develop, analyze, and interpret policies, procedures, and guidelines. Make recommendations on changes; develop written directives for new/changing procedures.Analyze and interpret labor contracts. Establish and maintain partnership with labor unions and participate in labor negotiations.Counsel supervisors in solving difficult problems and provide training to meet operational changes, laws, standards, and new technology.Oversee the Center’s Training Program for Call Receivers and Dispatchers, including managing performance, attending training-related meetings, making final determinations on certifications, analyzing data/trends related to training and retention, and recommending changes to the program for continued success.Partner with Civil Service and the Department’s Human Resources Unit on the examination and selection process for the Communications Center to ensure recruitment of high-quality candidates.Coordinate with technical staff on operational systems and technology updates.Interview employment candidates for assigned positions and promotional recommendations.Coordinate internal investigations and oversee and investigate complaints regarding the staff or system; may conduct or participate in investigations of complaints involving supervisors.Ensure work quality and adherence to established policies and procedures; perform more technical and complex tasks to assigned areas of responsibility.Prepare budget requests and monitor expenditures.Participate in leadership and operational meetings, including but not limited to technical meetings with the county 911 Program Office and other local partners, modernization and operational meetings, and represent KCSO PSAP (Public Safety Answering Points) at regulatory meetings.Qualifications
Experience, Qualifications, Knowledge, Skills:Any combination of education and experience that demonstrates the ability to perform the job duties of the position, including but not limited to:Two (2) years supervisory experience in a similar environment.Three (3) years of progressively responsible communications call receiving/dispatching experience in a comparable public safety dispatching center.Demonstrated experience/skill in:Human Resources management, policies, laws, and regulations and supervisory principles and practices.Budget planning, preparation, analysis, and management.Interpreting and explaining Federal, State, and local policies, laws, regulations, and guidelines. Needs knowledge of regulations pertaining to the dispatch of police resources and pertinent federal, state, and local laws, codes, and regulations.Mentoring, developing, and training Supervisors and other staff.Developing and delivering presentations.Ability to:Work in a collaborative manner, as a team member both internally and externally with staff, service providers, and members of the public.Hold employees accountable, have difficult conversations, and make tough employment decisions in a firm, courteous, tactful, and impartial manner.Apply knowledge of communications centers and experience with operating processes in decision making; be resourceful to accomplish goals effectively and efficiently.Adapt to situations depending on the circumstance; understands situational cues and adjusts accordingly. React calmly and promptly to handle emergency situations and guide distressed persons in a calm manner.Highly skilled/knowledgeable in:Operating elements of a large police communications center.Effective supervision, evaluation, and counseling techniques.Public safety communications center operating rules and procedures.Public safety emergency automated communications reporting systems.Problem solving, conflict resolution, and decision-making skills. Must be able to engage in frequent interpersonal interactions that are stressful or sensitive in nature.Strong verbal and written communications skills.Making formal presentations to diverse audiences including the public, county officials, executives, and senior managers.DESIRED QUALIFICATIONS
The most competitive candidates will have the following:Bachelor's Degree or an equivalent combination of education and relevant experience in business management, project management, criminal justice, public administration, or a related field.Project management certification.Four (4) to five (5) years of supervisory experience in a 911 communications center.Increasingly responsible leadership experience and managing at a high level in a 911 communications center/similar environment.CMCP (NENA) or CPE (APCO) certified.Location
Regional Communication & Emergency Coordination Center (RCECC).3511 NE 2nd StRenton, WA 98056United States
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