Manager Emergency Communications Center

Overview:

The Manager Emergency Communications Center is a skilled professional in the field of emergency communication, aiding in the growth and supervision of the emergency communications center and its designated responsibilities. The Manager plays a key role in formulating strategic plans and creating different operational protocols in collaboration with the set mission, objectives, and goals for Cone Health Emergency Management, Security, as well as other emergency response teams within the organization. This role involves overseeing the upkeep and operation of diverse emergency response technologies such as radios, security cameras, panic buttons, and other surveillance equipment, offering technical advice and supervision, and ensuring adherence to safety regulations. The Manager Emergency Communications Center will be accountable to the Director of Emergency Management.

Responsibilities:

Oversees, directs, and organizes the functions of the Cone Health Emergency Communications Center. Creates, executes, and modifies strategies, initiatives, protocols, and guidelines. Contributes to the formulation of long-term goals and the enhancement of operational frameworks aligned with the broader mission and targets of the Communications Center.

Oversees the recruitment, instruction, and assessment of designated staff members; sets and reviews suitable operational and performance criteria.

Conducts statistical and quality assessments; aids in creating schemes to assess and appraise procedures and formulate tactics for maximal efficiency and efficacy.

Oversees the upkeep, servicing, and upgrading of current machinery and oversees the procurement and setup of modernized technology like radio communication networks, software programs, and telephone and computer systems.

Responsible for overseeing and managing staff development and training, performance evaluation, and employee relations, as well as assigning and prioritizing tasks and related responsibilities. Provides guidance to employees on challenging matters and resolves exceptional situations to ensure the delivery of appropriate services and support. Manages upgrades, additions, and maintenance concerns related to the diverse range of technology used in the communications center.

Supports in overseeing technology systems and assets within the Communications Center while developing strategies for public safety response algorithms and plans.

Produces a range of operational reports that outline department metrics, task volume, dispatcher effectiveness, and the coordination of additional managerial details.

Supports in organizing and overseeing the activities within the communications department; creates thorough and intricate documents, summaries, slideshows, and materials to assist the division's operations; stays updated on the latest advancements in Emergency Communications, specifically recent laws and technological progressions related to the 911 system, and might act as the department's delegate for relevant advisory boards.

Ensures appropriate staffing levels are consistently maintained during designated shifts.

Ensures adherence to relevant Federal, State, FCC, and local statutes and regulations while also verifying the functionality and maintenance of all equipment.

Qualifications:

EDUCATION:

Required:

• Bachelor's degree (Emergency Management, Business Management, Public Administration, Criminal Justice, or related specialty)

Preferred:

• Master's degree (Emergency Management or Business-related specialty preferred)

EXPERIENCE:

Required:

• 3-5 years experience in a 911 Communication Center or Emergency Services with administrative or supervisory responsibilities or another related field

Preferred:

• 5+ years experience in a 911 Communications Center with demonstrated experience as a manager or above

LICENSURE/CERTIFICATION/REGISTRY/LISTING:REQUIRED

Required:

ICS 100, 200, 300, 400, 700, 800

FEMA HSEEP within 1 year of employment

NENA Center Manager Certification Program

Valid Driver's License (If driving Cone Health vehicle, must have 5 years of driving experience and MVR must be approved by Risk Management.)

Preferred:

NENA ENP 911 Certification, APCO Certified Public Safety Executive Program, APCO Registered Public Safety Leader, and/or other certifications may be required.