911 OPERATIONS MANAGER   

EMERGENCY COMMUNICATIONS 

CITY OF WORCESTER 

 The City of Worcester is seeking qualified applicants for the position of 911 Operations Manager for the Department of Emergency Communications. Under the direction of the Director of Emergency Communications, the 911 Operations Manager is responsible for the operational management and oversight in the Emergency Communications Department. The 911 Operations Manager is responsible for ensuring Emergency Communications Department is functioning in accordance with 911 operating procedures and Massachusetts State 911 regulations. The employee may be required to perform all similar or related duties of those under their supervision. 

 Bilingual applicants are encouraged to apply. 

 ESSENTIAL ELEMENTS:  

• Provide oversight to all operational functions within the Emergency Communications Department, including but not limited to, completing subordinate shift assignments to ensure sufficient scheduling of staff, monitor use of subordinate paid time off to identify need for shift coverage and/or abuse of sick time and addresses disciplinary issues as necessary. 

• Maintain communication with City departments and regionalized-member towns, including related police and fire departments, regarding current procedures for operations, distributing messages to staff regarding changes to current procedures and communications with staff regarding issues that arise within the Regional Emergency Communications Center in collaboration with the Director.  

• Regularly inspect, assess, and maintain the physical infrastructure of the back-up emergency communications center to ensure functionality and readiness to support emergency operations at all times. 

• In collaboration with Director and Quality Assurance Manager, participate in new and promotional interviews, provide reviews and/or recommendations based upon interviews, and assist with schedule changes as needed.  

• Monitor and analyze 911 service level metrics, including call response times, dispatch accuracy, and system availability, to ensure compliance with established service level agreements, regulatory requirements, and department goals.  

• Ensure testing, compliance, and documentation in accordance with Criminal Justice Information Systems (CJIS) standards and regulations. 

• In the absence of Senior Staff Assistant, required to process departmental payroll and assist with building issues as requested.  

• In collaboration with the Director of Emergency Communications, develop training and/or documentation for new policies and procedures and/or updates to current policies and procedures. 

• Assist and liaise with internal and external city personnel with Computer-Aided Dispatch (CAD) system database updates. 

• Other related duties as assigned by Director or Commissioner. 

 REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:  

• Ability to work professionally and compassionately with the public and all levels of staff/management. 

• Ability to manage multiple tasks in a detailed and organized manner. 

• Ability to communicate effectively and tactfully, both orally and in writing. 

• Ability to establish and maintain working relationships with diverse populations and organizations. 

• Ability to work independently and as part of a team. 

• Ability to maintain sensitive, confidential information and manage complex records. 

• Ability to read and interpret Federal, State and local laws and ordinances. 

• Ability to think critically and problem solve. 

• Excellent written and verbal communication skills. 

• Proficient skill in the operation of computers and general office software, such as work processing, spreadsheet, and presentation applications. 

• Effective organizational and critical thinking skills, as well as excellent attention to detail.  

MINIMUM REQUIREMENTS: 

• Bachelor’s Degree in Criminal Justice, Business Administration, Public Administration, or other related field. 

• Three (3) years of related work experience.  

•  Experience supervising subordinate employees and/or managing operations of emergency communications center. 

• Current certification as a 911 Telecommunicator according to Massachusetts State 911 regulations and guidelines. 

• Within 12 months of hire, candidate must train and certify on all positions within the communication center.  

• Excellent communication skills. 

• Valid Driver’s License and access to reliable transportation. 

PREFERRED QUALIFICATIONS: 

• Master’s Degree in Business Administration, Public Administration, Management, or other related field. 

• Eight (8) years of related work experience supervising 911 telecommunicators and managing operations of a communications center.  

• Five (5) years of experience supervising subordinate employees and/or managing operations of emergency communications center. 

SALARY RANGE: $68,520 - $89,768 annually, full-time, exempt, with an excellent benefits package. 

 To apply, please visit:?www.worcesterma.gov/employment?or send resume and cover to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608.?OPEN UNTIL FILLED, applications received prior to or on FRIDAY, NOVEMBER 29, 2024,?will receive preference. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030,?Hiring@worcesterma.gov.