What are the responsibilities and job description for the Public Safety Communications Program Services Manager (Open and Promotional) position at County of San Mateo?
San Mateo County Public Safety Communications is seeking well-qualified candidates for the position of
Communications Program Services Manager.
Join us for an Informational Session on Tuesday, March 11, 2025, from 1:00 PM to 2:00 P.M. PST to learn more about the recruitment. This session will provide an overview of the department, the position, and details about the application process. There will also be a Q&A segment where you can ask questions about the role. Click here to register!
This position will exercise direct and indirect supervision over technical, supervisory, line, and clerical support staff as assigned.
About the Department:
San Mateo County Public Safety Communications (PSC) is San Mateo County’s largest dispatch center and the only Tri-Community (Police, Fire, Medical) Center in the County. Our state-of-the-art dispatch facility, located in Redwood City, provides all the tools and infrastructure for the organization to be successful.
San Mateo County PSC is a stand-alone County department with a civilian command structure. The Management team is made up of a Director, Deputy Director, Business Manager, IT Manager, Support Services Manager and three Communications Program Service Managers.
PSC prioritizes a leadership philosophy committed to customer service, employee wellbeing, and overall excellence. We strive to provide the best service to the people of San Mateo County and our partner agencies. We are committed to giving our employees the tools necessary to be successful both professionally and personally. We are committed to on-going training and strive for a team environment with open lines of communication. We stress career development and provide a variety of opportunities for employees.
PSC is in the heart of Silicon Valley, we value innovation and are always looking for ways to improve our efficiencies through the implementation of technology and new ideas. We strive to be on the cutting edge of emerging 911 technology, including NexGen911, Text-To-911, improved Smartphone Tracking and GIS, and video communications.
PSC prides itself on being an organization committed to employee well-being. PSC is the first San Mateo County department, as well as the first 911 center in the County, to employee a full-time Wellbeing and Equity Coordinator. The Department strives to give employees the tools and resources to retire healthy and happy. The commitment starts on the employee’s first day of employment. Examples of our commitment to wellbeing include mental health initiatives, therapy animals in the center, an onsite gym, a quiet room, a full kitchen for the use of our employees to prepare healthy meals, and floor-to-ceiling windows to allow plenty of light into building. In addition, PSC has mental health professionals involved in Departmental decisions, as well as a team available to respond 24/7 to critical incidents.
To learn more about Public Safety Communications visit: https://www.smcgov.org/911dispatch.
The County of San Mateo offers competitive salary and benefits. The benefits package includes a choice of medical plans, dental coverage, vision coverage, life insurance, flexible spending accounts, and a pension plan. Click here to learn more!
Examples Of Duties
- Conduct and/or supervise operational and administrative studies of new and existing services, special projects, and/or acquisition of services and equipment to determine feasibility and legality and to increase service efficiency.
- Prepare and present comprehensive planning, administrative, fiscal, and technical reports and other comprehensive data as required.
- Plan, direct, monitor, and evaluate the effectiveness of comprehensive County-wide services and programs, including needs assessment, program design and planning, implementation, evaluation, and quality improvement and assurance.
- Direct, coordinate, and participate in the development and implementation of program goals, objectives, policies, procedures, and priorities that balance both mandated services and client needs.
- Act as a liaison to client agencies to ensure all appropriate policies, procedures, and guidelines are followed and operate under expected and/or contractual levels of service.
- Maintain effective working relationships with a variety of allied agencies, including other County departments.
- Investigate and resolve complaints related to section activities and service delivery.
- Conduct incident analysis and assist in solving administrative, technical, and personnel related issues.
- Assist in the selection, supervision, and evaluation of Public Safety Communication Center personnel and ensure provisions for training and development; recommend and/or initiate personnel actions such as internal investigations and disciplinary actions.
- Assess and perform evaluations on specific support functions and/or other lower-level employees.
- Plan, facilitate, and/or attend meetings directly related to Public Safety Communications Center operations or assigned program area.
- Consult with supervisory staff on relevant issues and work collaboratively on alternative strategies and dispositions.
- Assist in Public Safety Communications Center day-to-day operations and/or supervision as needed.
- Perform related duties as assigned.
Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:
- Two years as a Supervising Communications Dispatcher with San Mateo County Public Safety Communications Center or
- two years as a Program coordinator/Manager in a like or larger public safety agency.
Knowledge of:
- Principles, practices, terminology, and program management of functional communications systems related to public safety.
- Practices and procedures in incident reporting, analysis, evaluation, and disposition.
- Pertinent local, state, and federal laws, rules, regulations, ordinances, and enforcement procedures pertaining to the field of public safety and County government.
- Personnel management principles and their application in the supervision, selection, training, discipline, and performance evaluation of employees.
- Principles involving effective customer service and interpersonal communications.
- English language, spelling, grammar, and punctuation.
- Organizational and leadership philosophies and practices.
Skill/Ability to:
- Acquire subject matter expertise in the assigned function and activities in the Public Safety Communications Center, including but not limited to, laws, rules, regulations, ordinances, procedures, and technical operations.
- Plan, organize, direct, and review the activities of subordinate personnel; select, supervise, train, and evaluate line, technical, and clerical support staff as assigned.
- Analyze, interpret, develop, and implement assigned program policies, procedures, rules, regulations, and training curricula.
- Integrate a variety of activities and services to achieve short- and long-term program goals, objectives, forecasted needs, and priorities.
- Analyze situations and problems, identify alternative solutions, and take appropriate actions under general policy guidelines.
- Apply principles and techniques of program management.
- Carry out organizational leadership philosophies and practices.
- Maintain cooperative working relationships with those contacted in the course of work.
- Prepare complex and detailed written reports and program policies.
- Speak, read, and write English clearly, and communicate clearly and concisely in English.
Other requirements of the position:
- Successfully complete a pre-employment background investigation as required by California POST.
- Successfully complete pre-employment medical examination.
Application/Examination
Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date will receive five points added to their final passing score on this examination. Responses to the supplemental questions must be submitted in addition to our regular employment application form.
The examination will consist of an interview (weight: 100%) which may include the evaluation of a written or performance exercise given immediately preceding the interview. The interview may be comprised of a combined Civil Service and departmental panel process. Depending on the number of applications, an application appraisal of education and experience may be used in place of other examinations or a screening committee may select those applicants whose education and/or experience appear to best meet the needs of the position based solely on the information provided in the application materials. Because of this screening process, all applicants meeting the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.
IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply Online" button. If you are not on the County's website, please go to http://jobs.smcgov.org to apply. Online applications must be received by the Human Resources Department before midnight (unless otherwise stated) on the final filing date.
TENTATIVE RECRUITMENT SCHEDULE
Informational Session: March 11, 2025 at 1 PM PST
Final Date to Apply: March 18, 2025 by, 11:59 PM PST
Application Screening: March 19-20, 2025
Panel Interview: Week of March 31, 2025
About the County
The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.
Analyst: Shannon Oh (03042025) (Public Safety Communications Program Services Manager - D062)
