What are the responsibilities and job description for the Communications Center Manager position at City of Billings, MT?
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Position Overview
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Job Summary:
Under general direction, to supervise, plan and coordinate the activities and operations of the Communications Center including all aspects of a consolidated 9-1-1 dispatch center operating in an automated 24/7 environment and management, operation and maintenance of a 3 site simulcast 800MHz radio system that serves public safety and various City of Billings departments; to coordinate assigned activities with other divisions, outside agencies and the general public; and to provide highly responsible and complex staff assistance to the Fire Chief and Assistant Fire Chiefs.
Scope of Responsibility:
Incumbent has a very high degree of understanding of department and functional operations and is able to work with considerable initiative. With senior management guidance, incumbent performs work requiring development and implementation of department policy and procedure and establishes precedents within delegated areas of responsibility. Work product has significant impact on departmental operations with noticeable impact on the overall City operation. Incumbent must have the ability to exercise discretion regarding confidential matters which requires considerable tact, sense of timing and the ability to engender trust. Incumbent provides management and oversight of an emergency services operation.
Essential Duties and Responsibilities
Supervision of Staff
- Select, train, motivate and evaluate assigned personnel; provide or coordinate staff training; work with supervisory staff and employees to correct deficiencies; implement discipline and termination procedures.
- Plan, direct, coordinate and review the work plan for the Communications Center; work jointly with the Assistant Manager and meet with supervisory staff to identify and resolve problems; assign work activities and projects; monitor workflow; review and evaluate work products, methods and procedures.
- Monitor and adhere to provisions of labor contract.
Communication Center Operations
- Coordinate the organization, staffing, and operational activities for the Communications Center including standardized training, International Academies of Emergency Dispatch (IAED) protocols, CJIN/NCIC compliance, quality assurance, and other administrative programs.
- Maintain the requirements as outlined in Montana Code Annotated (MCA) and Administrative Orders pertaining to the State 9-1-1 Plan, Public Safety Answering Point (PSAP) certification, and 9-1-1 Fund distributions.
- Monitor biannual State of Montana legislative activity related to 9-1-1 services and funding.
- Ensure compliance with Federal Communications Commission (FCC) and other regulatory agencies.
- Develop and implement goals, objectives, policies, and priorities for the Communications Center; identify resource needs; implement policies, procedures, and guidelines.
- Identify opportunities for improving service delivery methods and procedures; review with appropriate management staff; implement improvements.
- Formulate employee training plans and develop quality assurance systems to measure outcomes and compliance.
- Coordinate services and activities with those of other departments, outside agencies and organizations, and private companies including telephone companies, cellular service vendors, alarm companies, radio and telephone service shops, and vendors that provide contractual services to the 9-1-1 Center.
- Provide staff assistance to the Fire Chief and Assistant Fire Chiefs; prepare and present staff reports and other necessary correspondence.
- Manage and coordinate maintenance and upgrades of citywide trunked 800 MHz radio system and related infrastructure. Maintain a historical record of equipment failures and associated mitigations.
- Maintain accurate inventory of all equipment and supplies and ensure on-shelf availability of all radio and telephone system crash kit components.
- Establish processes for the administrative management of computer aided dispatch systems, radio dispatch consoles, master street address guide, ANI/ALI corrections, and all associated databases.
- Develop programs to increase operational efficiency and enhance services provided.
- Troubleshoot equipment malfunctions and failures; coordinate maintenance and repairs.
- Respond to and resolve difficult inquiries and complaints.
- Research emerging trends in technology and provide adept efficient and effective technological resources appropriate to the emergency services environment.
- Work closely with the Facilities Department for facility and infrastructure upgrade/replacement.
- Develop technical specifications with respect to equipment procurement. Exhibit proficiency in Request for Quotes (RFQ), Request for Proposals (RFPs), and bid document evaluation.
- Represent the Communications Center to other City Departments, divisions, and outside agencies. Coordinate administrative efforts with Yellowstone County Disaster and Emergency Services, School District 2, Department of Natural Resources and Conservation, State of Montana Highway Patrol, and the State of Montana Public Safety Services Bureau.
- Oversee the release of information in response to public records requests.
- Ensure employee performance evaluation instruments are updated to currently reflect changes that occur in a dynamic environment.
- Assume FEMA COM-L responsibilities in the event of a community disaster and coordinate Emergency Operations Center communications per Yellowstone County’s Emergency Operations Plan.
- Assist with facility maintenance to include preventative maintenance, cleaning and grounds keeping.
- Prepare all 9-1-1 Center correspondence, reports and maintain records.
- Create agenda items for City Council through the City’s software system as needed.
- Prepare public presentation materials, attend meetings and make presentations as required to represent Department and offered programs.
Financial
- Manage and participate in the development and administration of the Communications Center budget; forecast additional funds needed for staffing, equipment, materials, and supplies; direct the monitoring of and approve expenditures; recommend adjustments as necessary.
- Works with vendors on contracts and Request for Proposals (RFP).
Performs other duties as assigned.
Qualifications and Skills
Required Qualifications and Skills:
- Bachelor’s degree in public safety, emergency management, public administration, or a related field
- Six (6) years or more of supervisory experience in the areas of public safety communications or emergency communications
OR
- Ten (10) years of public safety experience to include three (3) years of supervisory experience
AND
- Experience with city government and knowledge of department and function operations
- Strong interpersonal skills
- Must be able to pass a pre-employment drug test, and a Federal and State criminal history background check.
Physical Demands and Working Conditions
Work is indoors in a normal office environment. Moderate physical effort involving lifting between 5 and 25 pounds is required. Work requires high attention to detail or deadlines between 15% and 45% of the time. A typical workday involves exposure to one disagreeable element present in moderate intensity, none of which are greater than moderate intensity between 45% and 70% of the time.
Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.
Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise. The City retains the discretion to add duties or change the duties of this position at any time.
