Performs difficult, advanced technical work planning and overseeing the day to day operations of the Emergency Communications Center, participating in receiving, classifying, processing and dispatching all emergency and non-emergency calls for service utilizing computer-aided dispatch and other computer related systems, assisting public with informational requests. Serves as the Manager for the County Public Safety Answering Point (PSAP) requiring the employee to possess technical and operational knowledge and full administrative supervisory functions. Employee is responsible for overseeing employees and operations that receive incoming routine and emergency calls related to the fire departments, law enforcement departments, EMS, rescue, emergency management, Red Cross, highway patrol, and animal control. Work involves communication and coordination with all agencies who utilize the County PSAP for communication for their perspective agencies to include working with the Communications Advisory Board to establish and maintain dispatch protocols, departmental policies and procedure to ensure that established protocols are utilized. Employee is responsible to ensure telecommunications staff perform duties in accordance with departmental policy and state and federal law, supplemented with specific directions from supervisory personnel. Work is performed under the general supervision of the Director of Emergency Services and evaluated through observation, discussion and review of reports.
• Plans, organizes, directs, and evaluates the operation of the Emergency Communications Center.
• Serves as the Communications Manager; supervises staff engaged in handling routine and emergency communications to include law enforcement, fire and Emergency Medical Services through the County’s enhanced-911 Communications Center; provides technical and operational guidance to staff; ensures appropriate coverage of department and fills in when necessary; reviews time sheets, conducts employee performance evaluations; interviews and assists with selecting employees for hire and promotional opportunities; recommends promotions and salary adjustments; takes and/or recommends disciplinary actions; ensures proper training and certification of all assigned staff.
• Plans and coordinates equipment maintenance, repair, upgrade and replacement; purchases department supplies and equipment to ensure equipment used is adequate.
• Formulates, implements and maintains emergency communications policies, procedures, rules and regulations.
• Develops user guides for those who utilize the Communications Center, such as law enforcement agencies, EMS and fire departments.
• Coordinates meetings of oversight groups or committees to review current laws, policies and procedures as required by the Division of Criminal Information (DCI) and National Crime Information Center (NCIC).
• Oversees the DCI terminals to send and receive sensitive, protected information, vehicle identification, NCIC hot files, on wanted persons, license plate records, driver histories, and query system for pawn shop transactions, and related work.
• Oversees an in-house computer database and communications logs and reports including the nature of calls, actions taken and the times involved; generates reports for recovered or stolen property, missing person, and residence checks.
• Oversees and provides records through Computer Aided Dispatch (CAD) for customers and departments to utilize to identify trends and implications and support data for budgeting justifications and organizational strategic planning to provide and improve customer services.
• Ensures the operation of the center meets that of the Sheriffs Training and Standards division as a full access communication center.
• Investigates complaints and takes appropriate action as needed.
• Creates recordings of information as requested and in accordance with the Freedom of Information Act. At D.A. request, testifies as necessary to center operations.
• Assists in the Emergency Operations Center when activated.
• Prepares reports and makes presentations as needed.
Additional Job Duties
• Subject to emergency call back and extended work hours.
• Perform related duties as required.
$62,913.52 - $97,515.96 Annually
Graduation from a two-year college with a degree in criminal justice, emergency medical services, fire services management, emergency management or in related field with extensive experience in 911 communications and/or public safety operations; or an equivalent combination of education and experience.
Possession of a valid North Carolina driver’s license upon hire.
Obtain Emergency Medical Dispatch Certification within six of employment.
Obtain Emergency Police Dispatch Certification within six months of employment.
Obtain Fire Dispatch Certification within six months of employment.
Obtain CPR Certification within one year of employment
Obtain N.C Division of Criminal Information Certification within one year of employment
Obtain National Academy of Priority Dispatch Certification within one year of employment.