Description

9-1-1 OPERATIONS MANAGER

JOB DESCRIPTION AND QUALIFICATIONS:

Summary: To manage, assist in planning, developing, and coordinating all aspects of the Blount County
Communications District’s day-to-day operational functions that provides public safety emergency and
non-emergency dispatch services.

Supervision Received: Executive Director

Supervision Exercised: Exercises direct supervision over Shift Supervisors and/or Shift Leads

FLSA Status: Exempt
Class specifications are intended to present a descriptive list of the range of duties performed by
employees in the class. Specifications are NOT intended to reflect all duties performed within the job.

Hiring Salary: $78,956.00

Full Range Salary: $78,956.00 to $103,019.67

Essential Functions:
Essential and other important responsibilities and duties may include, but are not limited to, the following:
Assist the Executive Director with the preparation and administration of Blount County
Communications District annual budget.
Coordinate the organization, staffing and operational activities for the 9-1-1 Center. Assure
adequate staffing and personnel scheduling needs are met within the Center. Initiate hiring
processes when required.
Participate in the development and implementation of goals, objectives, and strategic planning for
the District; recommend operational policies and procedures.
Make or assign staff to make copies of CFS or call information to provide to law enforcement
agencies or fulfilling subpoenas for evidence in criminal matters as required. Appear in court to
verify copies of documentation or audio as required.
Manage the NCIC and CJIS programs and serve as the Terminal Agency Coordinator (TAC), Local
Agency Security Officer (LASO) and Information Security Officer (ISO) for Blount County
Communications District.
Administer the District’s computer aided dispatch (CAD) system in conjunction with the Deputy
Director.
Manage a Quality of Service (QoS) program for service delivery and customer satisfaction and
follow through with proactive performance management, team building, and application of
available technology and industry best practices.
Receive complaints related to personnel matters, call taking, and dispatch issues from the public
or participating public safety agencies and assure that the complaints are thoroughly investigated,
tracked, and followed up in an appropriate manner.
Assist the Executive Director with selecting, training, motivating, mentoring, and evaluating
personnel; provide leadership; coordinate staff training; work with employees to correct
deficiencies; develop performance improvement plans, recommend discipline and termination
procedures.
Assist the Executive Director as a liaison to the Blount Count Communications District Board,
participating public safety agencies, and local elected officials for planning and implementing
projects and programs, resolving problems, soliciting feedback, and assuring quality service. This
may involve attending meetings and special events during the workday and “after-hours” when
necessary. It may also involve representing the District on various boards and committees.
Working knowledge of the Records Management System (RMS), telephone, FAX, radio systems,
and other equipment in the District, with the ability to perform basic troubleshooting, contact
appropriate personnel to handle more involved repairs, and implement back-up systems when
necessary.
Develop programs and services related to research, grant writing, grant management, and
program evaluation.
Develop and recommend to the Executive Director dispatch protocols, District policies, Standard
Operating Procedures (SOP’s), to ensure cohesive, efficient, and effective operations,
communicating changes to policy and procedures to staff.
Serve as liaison and primary point of contact with operations staff from agencies served by the
District.
Available to respond to major emergencies and is available on-call after hours.
Follows and applies the Blount County Communications District Employee handbook, policies, and
procedures.
Perform additional duties as assigned or required of the position.

Qualifications:
The following generally describes the knowledge and ability required to enter the job and/or be learned
in a short period of time to successfully perform the assigned duties:

Knowledge: 
Operations, services, and activities of a regional emergency communication 911 dispatch center;
Communications equipment, procedures, and techniques; Comprehensive knowledge of principles and
procedures used in business administration and management, and modern records management. Modern
and complex principles and practices of radio communications and emergency dispatch; Complex
interoperable radio systems, complex computer hardware and software, telephone systems and their
integration into the emergency response functions: Pertinent Federal, State, and local laws, codes and
regulations; Principles of supervision, training and performance evaluations; Thorough knowledge of
research methods and an overall understanding of Public Safety operations; Principles of vendor and
contract management.

Skills:
Communicate clearly and concisely, both verbally and in writing; Establish and maintain effective working
relationships with those contacted in the course of work including board members, public safety and
elected officials and the general public; A strong knowledge of basic computer software applications
including word processing, Excel spreadsheets, and internal financial management systems; Compute
rates, ratios and percentages; A variety of unrelated procedures are provided which may require
modification for performing duties under varying circumstances.

Abilities:
Manage and administer the day-to-day operations of an Emergency Dispatch Center; Make command
decisions concerning the operation of the 9-1-1 Center; Supervise, organize and review the work of lower
level staff; Select, supervise, lead, train and evaluate staff; participate in the development and
administration of department goals, objectives and strategic direction; Establish and maintain effective
working relationships with public safety officials, employees, supervisors, contractors, vendors, and the
general public; Interpret and explain policies and procedures, safety rules, operating and maintenance
manuals, ordinances, laws, and regulations; Prepare clear and concise reports and correspondence;
Respond to and understand multiple conversations, deal with multiple tasks, prioritize critical situations
on a daily basis; Maintain records, complete forms, and prepare reports; Maintain physical condition
appropriate to the performance of assigned duties and responsibilities; Analyze circumstances to modify
appropriate procedure to use is necessary.

Experience and Training Guidelines

Minimum Qualifications:
Bachelor’s degree in Public Administration, Business Administration, Criminal Justice, or similar field and
a minimum of 5 years of relevant work experience with a minimum of 3 years in a similar role supervising
public safety operations personnel or any equivalent combination of education and experience.
License and Certification:
Possession or the ability to obtain within one (1) year of employment start date:
1. Required Courses for 9-1-1 Dispatch Supervisor
2. APCO Comprehensive Quality
3. Missing and Exploited Children: PSAP Executives (MECEXEC)

Preferred Education: APCO Registered Public Safety Leader and /or NENA 911 Emergency Number Professional certification is
preferred.

Working Conditions Environmental and Physical: While performing the duties of this job, the employee is frequently required to sit and talk or hear; use
hands and fingers to handle or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is typically quiet, however may be moderately loud at times. The employee must be able to think, reason, and analyze multiple issues for extended periods of time. The employee must be able to function in stressful situations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Requirements: Requires a comprehensive background investigation to include a local, state, and federal criminal history check, sex offender registry and credit check. Requires satisfactory results from a medical, psychological evaluation and pre-employment substance abuse testing and is subject to
random alcohol and controlled substance testing. 

The District has the right to add or change the duties of the position at any time. Blount County Communications District does not discriminate based on race, color, national origin, sex, genetics, religion, age or disability in employment or the provision of services and complies with the provisions of the Alabama
Human Rights Act. In compliance with the Americans with Disabilities Act, the District will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer. Blount County Communications District is an Equal Employment Opportunity/ Affirmative Action Employer.