This employee assists in the planning, directing, managing, and overseeing of the activities and operations of the City's Emergency Communications Center (ECC), the 911 and 311 answering point for the City of Cincinnati, under general direction of the Emergency Communications Center Director or Deputy Director. Depending upon assignment, this employee may manage a section of the agency, such as an operational shift, training section, quality assurance and accreditation section, and so on. Within the section of responsibility, this manager will supervise and monitor the activities of subordinate personnel, initiate direction for all activities within the section, manage special projects, and ensure staffing as needed. Performs related duties as required.

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:

Computer aided dispatching methods, systems, and equipment as applied to law enforcement, fire, and EMS dispatching.

911 and all related telephone systems/call handling.

All phases of emergency communications.

The proper utilization of the municipal emergency dispatch system. Principles of supervision, training, and performance evaluation.

Pertinent federal, state, and local laws, codes, and regulations.

Emergency dispatch system operations and equipment.

Geography, streets, neighborhoods, hospital locations, etc. in Cincinnati and Hamilton County.

Services provided by outside departments/agencies as well as utilities using streets and right-of-ways sufficient to know whom to contact in case of an emergency.

City's Human Resources Policies and Procedures; Civil Service Rules; union contracts and procedures. Departmental Directives and Standard Operating Procedures

Principles of emergency medical, police, and fire dispatch, including quality improvement/quality control.

Safety rules, regulations and requirements related to work procedures, equipment, and materials. All radio systems utilized by the Emergency Communications Center.

Skill to:

Operate appropriate computer equipment; use properly all related hardware and software.

Operate a variety of communications devices.

Diagnose equipment malfunctions; recommend repairs or replacements.

Actively listen in a variety of situations.

Assess the performance of self and others.

Communicate clearly and concisely both orally and in writing.

Practice effective time management.

Ability to:

Implement and maintain positive employee relations.

Promote and maintain the highest integrity throughout all personnel.

Analyze and manage effective EEO/AA programs.

Develop training and procedural documents, metrics, and key performance indicators, through the understanding of 911, 311, Police, and Fire operations.

Select, manage, supervise, train, and review work of assigned supervisor and training staff.

Interpret and explain City policies and procedures.

Prepare clear and concise reports.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work including City officials and the general public.

Speak before and make presentations to diverse groups and respond to questions on behalf of the organization.

Analyze problems quickly and effectively.

Process new information quickly.

Maintain composure under sometimes stressful conditions.

Maintain a harmonious work environment.

Perform the work of subordinate supervisors when needed.

Examples of Work Performed

(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)

Assists in planning, organizing, and directing the functions of the City's Emergency Communications Center.

Maintains harmonious relationships with the Police and Fire Departments.

Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for 911 and 311 call-taking and emergency dispatch services.

Participates in the development of policies and procedures; trains subordinate staff in performance of duties; monitors work activities to ensure compliance with established policies and procedures; makes recommendations for changes and improvements to existing standards and procedures.

Recommends and assists in the implementation of goals and objectives; implements approved policies and procedures.

Trains subordinates in regard to equipment changes and updates in policies and procedures; inspects, corrects, instructs, reviews, and evaluates the performance of subordinates to maintain high operating standards.

Inspects dispatch equipment; troubleshoots equipment problems; obtains replacements or repairs as necessary; orders and maintains supplies for dispatch operations.

Prepares reports on dispatching activities to include statistical and planning reports and maintains records as assigned.

Operates paging system to reach department administration, as required.

Operates a variety of computer equipment and radio communications equipment in performance of job duties.

Assists those contacted in the course of duty in an effective, efficient, and professional manner.

Probationary Period

Twelve months.

Open: Each applicant must have at least five years' experience working in 911 public safety answering point (PSAP) or an emergency communications center (ECC), including three years in supervisory position at the PSAP/ECC. Additionally, a Bachelor's Degree from an accredited college or university in one the following areas; Public Administration, Business Administration, Criminal Justice, Emergency Management, or a related field is preferred.

OTHER REQUIREMENTS

Must be able to work various shifts, during daytime and overnight hours, including weekends and special events, depending on assigned area of responsibility.

Possession of, or ability to obtain, IAED, APCO and/or NENA relevant certifications.

Possession of, or ability to obtain, EMD and EMD QA/QI certification.

Must be an excellent communicator and team builder.

Willingness to respond after normal working hours within a timely manner to oversee critical incident management or serious personnel issues.

This is a sensitive classification and applicants must successfully pass a police record and background check.

Must be able to obtain and maintain the certifications necessary to access local, state, and federal criminal justice databases.

MILITARY EDUCATION & EXPERIENCE EVALUATION

Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations.

https://www.dantes.doded.mil/EducationPrograms/get-credit/creditmilitary.html

Environmental Conditions: Indoor environment; exposure to computer screens; working closely with others; exposure to noise; working with a variety of electrically-powered equipment; potential for high stress in emergency situations.

Physical Conditions: Duties require maintaining physical condition necessary for sitting, standing and walking for prolonged periods of time; light lifting and carrying; general manual dexterity required; audiovisual acuity and clear speaking voice required.

Supervision Exercised

Exercises direct supervision over Emergency Services Dispatch Supervisors and other departmental staff depending on assignment.