Operations Manager - Westbrook, United States - Valley Shore Emergency Communications, Inc.

Description

VALLEY SHORE EMERGENCY COMMUNICATIONS, INC

Operations Manager

Valley Shore Emergency Communications Inc., (VSECI) is a Connecticut Regional 9-1-1 Public Safety Answering Point (PSAP) located at State Police Troop F in Westbrook, CT.

VSECI provides emergency call answering and agency coordination for eleven (11) municipalities.

The individual selected for this position will be responsible for multiple aspects of the center's daily operations, play a large part in the center's continued success and be responsible for ensuring an ongoing high-level of customer service is provided to member municipalities.

This position will direct, supervise, and manage the communications center staff utilizing best practices, industry standards, along with all applicable local, state, and federal laws.

The position is responsible for supervising both full and part-time staff and ensuring a positive and productive work environment. The position is supervised by, and reports to, the center's Executive Director. The position is a full-time salaried position requiring 24x7x365 availability.


Primary duties include, but are not limited to the following:

• Overall administration of the affairs and activities in the absence of the Executive Director in concert with other supervisory staff
• Supervise the daytoday operations of the PSAP to ensure service to the public and to member municipalities' emergency services
• Supervise daytoday operations in a manner to ensure positive and productive personnel interactions as well as the safe and efficient use of telecommunications equipment
• Conduct investigations concerning the operation of the PSAP by reviewing audio records, preparing summary reports and taking action as required
• Collaborate in the preparation of staffing schedules
• Make recommendations to the Executive Director, Board of Directors and its Personnel Committee related to recruitment, testing and hiring of VSECI 911 telecommunicators
• Perform fair and consistent monitoring and evaluation of employee performance
• Contribute to the development and maintenance of job descriptions in conjunction with the Executive Director and Personnel Committee
• Work with other supervisors and provide support as needed to achieve the mission and goals of the center
• Develop, maintain and update VSECI Standard Operating Guidelines (SOGs)
• Work with Executive Director and Finance Director in various capacities including annual budget preparation, payroll and capital planning
• Maintains shift activity logs, other supervisory logs, various operational reports and records as necessary
• Prepare a variety of metrics, statistical and narrative reports to track system usage and performance
• Establish and maintain positive working relationships with staff, user agency representatives, public officials and the general public
• Represent VSECI from timetotime at various meetings as directed by the Executive Director
• Hold all VSECI information in confidence and safeguard all assets of VSECI
• Perform other duties as assigned by the Executive Director

Experience Requirements

• Minimum of 10 years supervisory experience preferably in a public safety role, with proven leadership, problemsolving, strategic planning, conflict resolution, budgeting, and team building/collaboration skills
• Proven performance management skills to include setting clear performance expectations, providing feedback and developing talent within the team
• Strong computer skills required. Advanced computer skills preferred in network management, Microsoft Suite, Teams, Zoom, ARC GIS and 911 operations center computer aided dispatch systems (CAD)
• Strong oral and written communication abilities, to include experience with public presentations
• Ability to quickly acquire and master knowledge of VSECI policies, programs, and procedures
• Ability to function calmly and professionally under all circumstances with focus on the stress of emergency situations including natural disasters
• Proven experience working with municipalities and providing excellent customer service at all levels particularly with police, fire and EMS agencies
• Confidence with all aspects of applicable FEMA ICS processes
• Experience with personnel policy development and implementation (preferred)
• Familiar with Labor Laws and OSHA regulations (preferred)
• Working knowledge of radio/cell tower sites and radio equipment (preferred)

Education/Training

Required

• Bachelor's Degree required. Experience may be considered in lieu of degree at the discretion of the employer
• Leadership training (FTO, Instructor Certifications, etc.)
• ICS training 100,200,700, 800

Preferred

• State of CT Emergency Medical Technician (EMT)
• ICS 300/400

Weekly Hours/Work Week

• Minimum forty (40) hours weekly
• Responds 24/7 to dispatcher center needs during emergency events that exceed normal daytoday operational capabilities
• Schedule to be determined by t