Develops, implements and revises 911 plans, programs, policies, and procedures.
Direct the supervision, training, and personnel administration of Center staff including, but not limited to, hiring, performance evaluations, labor relations, discipline, and termination decisions.
Establishes and evaluates appropriate performance and operation standards.
Create and implement policies and procedures for handling emergency calls, including protocols for different types of incidents.
Regularly review call recordings to ensure quality standards are met and identify areas for improvement in staff performance through QA/QI assurance.
Responsible for coordination with other 911 Centers for emergency contingency backup, coordination with the software, radio, telephone and computer operating system providers.
Assist with providing support for coverage of call offs, PTO, and varies attendance issues.
Collaborate with other emergency services like police, fire, and EMS to ensure coordinated response to incidents.
Facilitates meetings to ensure effective and efficient use of time and resources.
Generate reports on call volume, response times, and other key metrics to identify trends and areas for improvement.
Maintains proper staffing levels for always assigned shifts.
Monitor call volume, oversee call routing, and tows.
Ensure efficient workflow within the call center.
Manage disciplinary process and oversee employee certifications.
Develops various operating reports detailing department statistics, activity, dispatcher performance, and scheduling other administrative information.
Assigns staff to job assignments as needed, and reviews work to ensure accuracy and completeness.
Ensure appropriate and efficient records management and adequate security of records and the facility.
Develop and implement SOP manual and processes.
Ensure 911 call center follows state & federal laws that apply to the call center.
Skills/Requirements:
Excellent communication and decision-making skills under pressure
Strong leadership and supervisory abilities
Knowledge of emergency dispatch protocols and procedures
Technical proficiency with 911 communication systems and CAD software
