COMMUNICATIONS CENTER MANAGER
Pickens County, South Carolina, Columbia, SC, United States
JOB TITLE: COMMUNICATIONS CENTER MANAGER
EMERGENCY SERVICES COMMUNICATIONS CENTER
GENERAL DESCRIPTION OF JOB
The purpose of the class is to perform a variety of complex administrative, managerial, and supervisory work in planning, coordinating, and supervising the daily operations of the 24‑hour 9‑1‑1 Unified Communications Center; to supervise communications personnel through the chain of command, and to perform related work as required. The class plans, organizes, and implements programs within major organizational policies, reporting program progress to executive‑level administration through reports and conferences. Reports to the Emergency Services Director.
ESSENTIAL TASKS:
Assists the Emergency Services Director in planning, organizing and directing all programs and activities of the Communications Center, ensuring the department’s compliance with applicable federal, state and local laws and regulations, policies and procedures, and standards of safety.
Supervises subordinate staff and officers through the chain of command; supervisory duties include instructing, assigning, reviewing and planning work of others; maintaining standards; coordinating activities; assisting with the selection of new employees; acting on employee problems; selecting new employees, appraising employee performance, recommending promotions, recommending and enforcing employee discipline and discharge.
Reviews the work of subordinates for completeness, accuracy and compliance with policies and standards; evaluates performance and makes recommendations as appropriate; offers advice and assistance as needed.
Provides adequate training and development of the communications personnel; ensures compliance of subordinates with departmental and state training requirements.
Performs CAD AVL, NCIC, 9‑1‑1 phone system, VHF, UHF, 800 radio coordination; keeps CAD information up to date and current for police, fire, and emergency medical service.
Configures and troubleshoots terminals, printers, servers, radios, CAD, AVL, NCIC, 9‑1‑1‑ phone system, recording equipment and all 9‑1‑1 equipment in the Communications Center. Programs consoles for the Communications Center.
Interacts with support and service personnel and other agency heads when problems or a coordinated effort is needed or when there are equipment problems.
Maintains availability 24‑hours a day for any problems that occur with the 9‑1‑1 Communications Center.
Schedules the full‑time and part‑time operators for a 24‑hour a day operation of the County 9‑1‑1 Communication Center, which includes the approval or denial of leave time. Also schedules equipment upgrades for the Center and approves training schedules.
Reviews and approves timesheets for all communications personnel.
Recommends equipment and other new technology. Projects the future needs of the Communications Center through the development of a five‑year strategic plan.
Supervises the investigation of and/or investigates complaints regarding department personnel or policies.
Serves as the Terminal Agency Coordinator that is solely responsible for review and audit of all entries into NCIC; conducts yearly audits of municipal police agencies and the County Communication Center. Maintains all SLED equipment.
Performs the overall coordinator’s role for automatic vehicle locator system, computer aided dispatch system, emergency medical dispatch program, and quality assurance program.
Receives and/or reviews shift report, EMS response reports, EMD reports, monthly communication reports, computer aided dispatch, call incident reports, street updates/address changes, emergency response plans, and citizens medical and residential security information, purchase orders, intelligence reports, etc.
Prepares and monitors the Communications Division's annual budget; prepares related reports.
Formulates, reviews and revises departmental policies and procedures as necessary; ensures that new and amended policies and procedures are disseminated to personnel with appropriate instructions and training.
Analyzes department activity and crime trends by examining incident reports, statistics and state/federal crime reports; evaluates efficiency of current enforcement efforts and implements new strategies to reduce crime rates.
Ensures subordinates’ consistent, effective and professional enforcement of applicable local, state and federal laws; researches legislation and other matters affecting department operations.
Performs general law enforcement duties as necessary, including apprehending, arresting suspected law violators, and maintaining order and public safety.
Directs law enforcement, EMS, and Fire response to major incidents; reviews and approves high‑risk operations.
Oversees special units of the department as assigned.
Researches 9‑1‑1 recordings for judicial proceedings, internal affairs, FOIA requests, etc.
Testifies in court as necessary.
Coordinates the activities of various divisions and operations in the Communications Center to ensure cooperation and information sharing.
Cooperates with County, state and federal officers in the apprehension and detention of wanted persons and with other departments where activities of the Sheriff’s Department are involved.
Assists legal counsel in the defense of lawsuits involving the department or its personnel.
Attends and participates in public functions for the purpose of promoting crime prevention and law enforcement and establishing favorable public relations.
Receives, reviews and responds to public inquiries, complaints and requests for assistance.
Represents the Sheriff’s Office in a variety of local, county, state and other meetings.
Performs duties of subordinate personnel as needed.
Remains on call 24 hours per day, seven days per week, for emergency response.
Attends periodic training sessions and conferences and meetings to keep abreast of current communications trends and legislation.
Performs general administrative and clerical work as required, including but not limited to preparing reports and correspondence, entering and retrieving computer data, copying and filing documents, etc.
ADDITIONAL JOB FUNCTIONS:
Provides assistance during shift shortages by operating consoles in the dispatch center. Instructs formal and informal training for employees.
Performs other related duties as required.
ESSENTIAL SAFETY FUNCTIONS:
It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.
INVOLVEMENT WITH DATA, PEOPLE, AND THINGS
DATA INVOLVEMENT:
Requires synthesizing or integrating analysis of data or information to discover facts or develop knowledge or interpretations; changes policies, procedures or methodologies based on new facts, knowledge or interpretations.
PEOPLE INVOLVEMENT:
Requires directing or commanding others by issuing orders and instructions.
INVOLVEMENT WITH THINGS:
Requires leading, operating or repairing complex machinery or equipment that requires extended training and experience, such as firearms, emergency response vehicles, etc., or the application of custom administrative software or systems; may involve installation and testing. Involves operations of limited scope.
COGNITIVE REQUIREMENTS
REASONING REQUIREMENTS:
Requires performing work involving the application of principles of logical thinking or legal practice to diagnose or define problems, collect data and solve abstract problems with widespread unit or organizational impact.
MATHEMATICAL REQUIREMENTS:
Requires using addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages.
LANGUAGE REQUIREMENTS:
Requires reading journals, manuals and professional publications; speaking informally to groups of co‑workers, staff in other organizational agencies, the general public, people in other organizations; presenting training; composing original reports, training and other written materials using proper language, punctuation, grammar and style.
MENTAL REQUIREMENTS:
Requires doing professional‑level work requiring the application of legal methods in the solution of technical, administrative or legal problems; requires extensive understanding of operating policies and procedures and ability to apply these to complex problems; or the coordination of sub‑professional work in these disciplines; requires continuous, close attention for accurate results and frequent exposure to unusual pressures.
VOCATIONAL/EDUCATIONAL AND EXPERIENCE PREPARATION
VOCATIONAL/EDUCATIONAL PREPARATION:
High school diploma or GED equivalent; or any equivalent combination of education, training, and experience, which provides the required knowledge, skills, and abilities. Vocational or technical degree preferred.
EXPERIENCE REQUIREMENTS:
Four (4) years and up to five (5) years of experience in emergency communications, computer science, and GIS mapping, or a related field.
SPECIAL CERTIFICATIONS AND LICENSES:
Must possess a valid state driver's license. Must possess a Basic Telecommunicator certification. Must possess E911 certification. Must possess APCO EMD & Fire Communication certification or equivalent. Must possess APCO instructor status or equivalent. Must possess ICS 700 & 800 qualification. Must possess Unified Incident Command certification. Must possess CPR/First Aid certification. Must pass NCIC class. Must meet other requirements as set forth in applicable South Carolina statutes and regulations. May require additional professional or technical certification(s) as deemed necessary by supervisor.
AMERICANS WITH DISABILITIES ACT REQUIREMENTS
PHYSICAL AND DEXTERITY REQUIREMENTS:
Tasks involve the ability to exert light physical effort in sedentary to light work, typically involving some combination of stooping, kneeling, and crouching, and which involves some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (up to 10 pounds).
ENVIRONMENTAL HAZARDS:
The job may risk exposure to extreme heat and/or cold, wet or humid conditions, traffic, disease/pathogens, violence, bright/dim light, dusts and pollen, fumes and/or noxious odors, electrical shock, heights, disease/pathogens, toxic/caustic chemicals, and explosives.
SENSORY REQUIREMENTS:
The job requires normal visual acuity and field of vision, depth perception, hearing and speaking abilities, and color perception.
JUDGMENTS AND DECISIONS:
Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternate solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment. Decision‑making is almost the entire focus of the job, affecting most segments of the organization and the general public; works in a highly dynamic environment; responsible for establishing goals, objectives and policies.
Pickens County is an Equal Opportunity Employer. ADA requires the County to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
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EMERGENCY SERVICES COMMUNICATIONS CENTER
GENERAL DESCRIPTION OF JOB
The purpose of the class is to perform a variety of complex administrative, managerial, and supervisory work in planning, coordinating, and supervising the daily operations of the 24‑hour 9‑1‑1 Unified Communications Center; to supervise communications personnel through the chain of command, and to perform related work as required. The class plans, organizes, and implements programs within major organizational policies, reporting program progress to executive‑level administration through reports and conferences. Reports to the Emergency Services Director.
ESSENTIAL TASKS:
Assists the Emergency Services Director in planning, organizing and directing all programs and activities of the Communications Center, ensuring the department’s compliance with applicable federal, state and local laws and regulations, policies and procedures, and standards of safety.
Supervises subordinate staff and officers through the chain of command; supervisory duties include instructing, assigning, reviewing and planning work of others; maintaining standards; coordinating activities; assisting with the selection of new employees; acting on employee problems; selecting new employees, appraising employee performance, recommending promotions, recommending and enforcing employee discipline and discharge.
Reviews the work of subordinates for completeness, accuracy and compliance with policies and standards; evaluates performance and makes recommendations as appropriate; offers advice and assistance as needed.
Provides adequate training and development of the communications personnel; ensures compliance of subordinates with departmental and state training requirements.
Performs CAD AVL, NCIC, 9‑1‑1 phone system, VHF, UHF, 800 radio coordination; keeps CAD information up to date and current for police, fire, and emergency medical service.
Configures and troubleshoots terminals, printers, servers, radios, CAD, AVL, NCIC, 9‑1‑1‑ phone system, recording equipment and all 9‑1‑1 equipment in the Communications Center. Programs consoles for the Communications Center.
Interacts with support and service personnel and other agency heads when problems or a coordinated effort is needed or when there are equipment problems.
Maintains availability 24‑hours a day for any problems that occur with the 9‑1‑1 Communications Center.
Schedules the full‑time and part‑time operators for a 24‑hour a day operation of the County 9‑1‑1 Communication Center, which includes the approval or denial of leave time. Also schedules equipment upgrades for the Center and approves training schedules.
Reviews and approves timesheets for all communications personnel.
Recommends equipment and other new technology. Projects the future needs of the Communications Center through the development of a five‑year strategic plan.
Supervises the investigation of and/or investigates complaints regarding department personnel or policies.
Serves as the Terminal Agency Coordinator that is solely responsible for review and audit of all entries into NCIC; conducts yearly audits of municipal police agencies and the County Communication Center. Maintains all SLED equipment.
Performs the overall coordinator’s role for automatic vehicle locator system, computer aided dispatch system, emergency medical dispatch program, and quality assurance program.
Receives and/or reviews shift report, EMS response reports, EMD reports, monthly communication reports, computer aided dispatch, call incident reports, street updates/address changes, emergency response plans, and citizens medical and residential security information, purchase orders, intelligence reports, etc.
Prepares and monitors the Communications Division's annual budget; prepares related reports.
Formulates, reviews and revises departmental policies and procedures as necessary; ensures that new and amended policies and procedures are disseminated to personnel with appropriate instructions and training.
Analyzes department activity and crime trends by examining incident reports, statistics and state/federal crime reports; evaluates efficiency of current enforcement efforts and implements new strategies to reduce crime rates.
Ensures subordinates’ consistent, effective and professional enforcement of applicable local, state and federal laws; researches legislation and other matters affecting department operations.
Performs general law enforcement duties as necessary, including apprehending, arresting suspected law violators, and maintaining order and public safety.
Directs law enforcement, EMS, and Fire response to major incidents; reviews and approves high‑risk operations.
Oversees special units of the department as assigned.
Researches 9‑1‑1 recordings for judicial proceedings, internal affairs, FOIA requests, etc.
Testifies in court as necessary.
Coordinates the activities of various divisions and operations in the Communications Center to ensure cooperation and information sharing.
Cooperates with County, state and federal officers in the apprehension and detention of wanted persons and with other departments where activities of the Sheriff’s Department are involved.
Assists legal counsel in the defense of lawsuits involving the department or its personnel.
Attends and participates in public functions for the purpose of promoting crime prevention and law enforcement and establishing favorable public relations.
Receives, reviews and responds to public inquiries, complaints and requests for assistance.
Represents the Sheriff’s Office in a variety of local, county, state and other meetings.
Performs duties of subordinate personnel as needed.
Remains on call 24 hours per day, seven days per week, for emergency response.
Attends periodic training sessions and conferences and meetings to keep abreast of current communications trends and legislation.
Performs general administrative and clerical work as required, including but not limited to preparing reports and correspondence, entering and retrieving computer data, copying and filing documents, etc.
ADDITIONAL JOB FUNCTIONS:
Provides assistance during shift shortages by operating consoles in the dispatch center. Instructs formal and informal training for employees.
Performs other related duties as required.
ESSENTIAL SAFETY FUNCTIONS:
It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.
Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.
INVOLVEMENT WITH DATA, PEOPLE, AND THINGS
DATA INVOLVEMENT:
Requires synthesizing or integrating analysis of data or information to discover facts or develop knowledge or interpretations; changes policies, procedures or methodologies based on new facts, knowledge or interpretations.
PEOPLE INVOLVEMENT:
Requires directing or commanding others by issuing orders and instructions.
INVOLVEMENT WITH THINGS:
Requires leading, operating or repairing complex machinery or equipment that requires extended training and experience, such as firearms, emergency response vehicles, etc., or the application of custom administrative software or systems; may involve installation and testing. Involves operations of limited scope.
COGNITIVE REQUIREMENTS
REASONING REQUIREMENTS:
Requires performing work involving the application of principles of logical thinking or legal practice to diagnose or define problems, collect data and solve abstract problems with widespread unit or organizational impact.
MATHEMATICAL REQUIREMENTS:
Requires using addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages.
LANGUAGE REQUIREMENTS:
Requires reading journals, manuals and professional publications; speaking informally to groups of co‑workers, staff in other organizational agencies, the general public, people in other organizations; presenting training; composing original reports, training and other written materials using proper language, punctuation, grammar and style.
MENTAL REQUIREMENTS:
Requires doing professional‑level work requiring the application of legal methods in the solution of technical, administrative or legal problems; requires extensive understanding of operating policies and procedures and ability to apply these to complex problems; or the coordination of sub‑professional work in these disciplines; requires continuous, close attention for accurate results and frequent exposure to unusual pressures.
VOCATIONAL/EDUCATIONAL AND EXPERIENCE PREPARATION
VOCATIONAL/EDUCATIONAL PREPARATION:
High school diploma or GED equivalent; or any equivalent combination of education, training, and experience, which provides the required knowledge, skills, and abilities. Vocational or technical degree preferred.
EXPERIENCE REQUIREMENTS:
Four (4) years and up to five (5) years of experience in emergency communications, computer science, and GIS mapping, or a related field.
SPECIAL CERTIFICATIONS AND LICENSES:
Must possess a valid state driver's license. Must possess a Basic Telecommunicator certification. Must possess E911 certification. Must possess APCO EMD & Fire Communication certification or equivalent. Must possess APCO instructor status or equivalent. Must possess ICS 700 & 800 qualification. Must possess Unified Incident Command certification. Must possess CPR/First Aid certification. Must pass NCIC class. Must meet other requirements as set forth in applicable South Carolina statutes and regulations. May require additional professional or technical certification(s) as deemed necessary by supervisor.
AMERICANS WITH DISABILITIES ACT REQUIREMENTS
PHYSICAL AND DEXTERITY REQUIREMENTS:
Tasks involve the ability to exert light physical effort in sedentary to light work, typically involving some combination of stooping, kneeling, and crouching, and which involves some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (up to 10 pounds).
ENVIRONMENTAL HAZARDS:
The job may risk exposure to extreme heat and/or cold, wet or humid conditions, traffic, disease/pathogens, violence, bright/dim light, dusts and pollen, fumes and/or noxious odors, electrical shock, heights, disease/pathogens, toxic/caustic chemicals, and explosives.
SENSORY REQUIREMENTS:
The job requires normal visual acuity and field of vision, depth perception, hearing and speaking abilities, and color perception.
JUDGMENTS AND DECISIONS:
Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternate solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment. Decision‑making is almost the entire focus of the job, affecting most segments of the organization and the general public; works in a highly dynamic environment; responsible for establishing goals, objectives and policies.
Pickens County is an Equal Opportunity Employer. ADA requires the County to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
#J-18808-Ljbffr