Communications Operations Manager
King County - Renton, Washington, United States, 98056Work at King County
Overview
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Overview
Over half a million people rely on KCSO’s 911 Communications Center. The staff of over 75 communications specialists answer and dispatch calls for police services, take police reports by phone, support the computer aided dispatch (CAD) and E-911 systems, and manage a host of special projects and functions. The Operations Manager ensures the team has the training, resources, and support to provide exceptional 24-hours service to our community.
We are looking for individuals who are technically savvy, have outstanding interpersonal skills and whose values align with the King County Sheriff’s Office. The Communications Operations Manager oversees the daily operations in the E911 Center, supervises a team of first line supervisors and oversees payroll, training, and disciplinary oversight for up to 68 Communications Specialists and 10 Supervisors.
WHO MAY APPLY:
This position is open to the public. This recruitment will establish an employment list (valid for one year) to fill current and future vacancies within the Sheriff's Office. For information regarding King County Civil Service Rules, visit the Civil Service website
here.
For more information on the E911 Center
click here.Supervise staff and direct the operation of the E911 Communications Center.Develop short-term and long-term plans in meeting the Center’s needs in terms of growth, changes, priorities, staffing and budget constraints.Participate in the planning for and upgrade of the Center’s operating systems, equipment and technology.Create, develop, analyze and interpret policies, procedures and guidelines. Make recommendations on changes; develop written directives for new/changing procedures.Analyze and interpret labor contracts. Establish and maintain partnership with labor unions and participate in labor negotiations.Counsel supervisors in solving difficult problems and provide training to meet operational changes, laws, standards and new technology.Oversee the Center’s Training Program for Call Receivers and Dispatchers, including manage performance, attend training related meetings, make final determinations on certifications, analyze data/trends related to training and retention, and recommend changes to program for continued success.Partner with Civil Service and the Department’s Human Resources Unit on the examination and selection process for the Communications Center to ensure recruitment of high-quality candidates.Coordinate with technical staff on operational systems and technology updates.Interview employment candidates for assigned positions and promotional recommendations.Coordinate internal investigations and oversee and investigate complaints regarding the staff or system; may conduct or participate in investigations of complaints involving supervisors.Ensure work quality and adherence to established policies and procedures; perform more technical and complex tasks to assigned areas of responsibility.Prepare budget requests and monitor expenditures.Participate in leadership and operational meetings, including but not limited to technical meetings with the county 911 Program Office and other local partners, modernization and operational meetings, and represent KCSO PSAP (Public Safety Answering Points) at regulatory meetings.Minimum Requirements:Any combination of education and experience that demonstrates the ability to perform the job duties of the position, including but not limited to:Two (2) years supervisory experience in a similar environment.Three (3) years of progressively responsible communications call receiving/dispatching experience in a comparable public safety dispatching center.Demonstrated experience/skill in:Human Resources management, policies, laws, and regulations and supervisory principles and practices.Budget planning, preparation, analysis, and management.Interpreting and explaining Federal, State and local policies, laws, regulations and guidelines. Needs knowledge of regulations pertaining to the dispatch of police resources and pertinent federal, state, and local laws, codes and regulations.Mentoring, developing, and training Supervisors and other staff.Developing and delivering presentations.Ability to:Work in a collaborative manner, as a team member both internally and externally with staff, service providers and members of the public.Hold employees accountable, have difficult conversations and make tough employment decisions in a firm, courteous, tactful, and impartial manner.Apply knowledge of communications centers and experience with operating processes in decision making; be resourceful to accomplish goals effectively and efficiently.Adapt to situations depending on the circumstance; understand situational cues and adjust accordingly. React calmly and promptly to handle emergency situations and guide distressed persons in a calm manner.Highly skilled/knowledgeable in:Operating elements of a large police communications center.Effective supervision, evaluation, and counseling techniques.Public safety communications center operating rules and procedures.Public safety emergency automated communications reporting systems.Problem solving, conflict resolution and decision-making skills. Must be able to engage in frequent interpersonal interactions that are stressful or sensitive in nature.Strong verbal and written communications skills.Making formal presentations to diverse audiences including the public, county officials, executives and senior managers.DESIRED QUALIFICATIONS:Bachelor's Degree or an equivalent combination of education and relevant experience in business management, project management, criminal justice, public administration, or a related field.Project management certification.Four (4) to five (5) years of supervisory experience in a 911 communications center.Increasingly responsible leadership experience and managing at a high level in a 911 communications center/similar environment.CMCP (NENA) or CPE (APCO) certified.RECRUITMENT PROCESS:Step 1- Submit Application1. Review the list of KCSO Automatic Disqualifiers and verify your qualification for employment with King County Sheriff's Office.2. Complete an online employment application at www.kingcounty.gov/jobs. The employment history should go back at least 10 years if you have 10 years of employment (or more to include relevant experience). Incomplete applications with no work experience listed or answering "see resume" will not be considered.3. Attach a cover letter that details how you meet the qualifications of this position.4. Complete answers to all the supplemental questions.Step 2- Oral Board (Interview) and Written ExaminationThe most competitive candidates will be invited to an oral board exam (interview) and a written exam. This is a scored component of the examination process.Step 3- Eligibility List & Background InvestigationCandidates who pass the examinations will be placed on an eligibility list. Eligible candidates will proceed with the background investigation process in order of their rank on the list. The background investigation process may take up to 8 weeks to complete.Recruitment Timeline:Accepting Applications: August 5 – August 30, 2024Oral Board/Written Examinations: End of September 2024Target Start Date: January 2025Please note:
The recruitment timeline is subject to change due to resource availability. The hiring and selection process is lengthy, requiring multiple months to complete.WORK LOCATION:
This position is located at the Regional Communication & Emergency Coordination Center (RCECC) in Renton, Washington.WORK SCHEDULE:
Typical work hours are 40 hours per week, 8:00 AM – 4:00 PM, Monday through Friday. Additional hours may be necessary to respond to workload needs, which may include evenings, weekends and holidays. This is a FLSA exempt position and is not overtime eligible.WORK ENVIRONMENT:
Work is performed in an environment with crisis situations that require major decisions involving people, resources and property. Staff are often under an intense pace and stressful conditions.UNION MEMBERSHIP:
Positions in this classification are represented by the Public Safety Employees Union (PSEU).RECRUITER:
If you have any questions regarding this job announcement, please contact:Sara Rogers, Civil Service HR Analyst, at
sarrogers@kingcounty.gov
or 206-477-0148.NECESSARY SPECIAL REQUIREMENTS:Valid driver’s license or an alternate and reliable ability to travel to various locations including those which may not be served by public transportation.The candidate selected for this position will be required to pass a comprehensive background investigation to include fingerprinting and a polygraph examination.Forbes named King County as one of Washington State's best employers.Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our
"True North" , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.To ApplyIf you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
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