9-1-1 Director of Operations – Hamilton County 911

Salary: $86,163.00 – $107,704.00 Annually

Location : HAMILTON COUNTY, TN

Job Type: FULL TIME

Job Number: 06/12/2023 – 0502

Department: Hamilton County 911

Division: 911 EMERGENCY COMMUNICATIONS

Opening Date: 06/12/2023

Closing Date: 6/18/2023 11:59 PM Eastern

Description
THIS IS A DEPARMENTAL PROMOTIONAL OPPORTUNITY. ONLY CURRENT EMPLOYEES OF HAMILTON COUNTY 911 DEPARTMENT WILL BE CONSIDERED FOR THIS POSITION.

PHILOSOPHY: The purpose of the Hamilton County Emergency Communications District is to provide emergency and administrative support for residents, visitors, and first responders in Hamilton County. Tennessee Code Annotated specifies a Board of Directors is responsible for governing the affairs of the Emergency Communications District (ECD). To accomplish statutory requirements for governance, the Executive Director recommends the appointment of Director of Operations, who is confirmed by the Board of Directors. In the absence of the Executive Director the Director of Operations serves as interim Executive Director.
DEFINITION: Under general supervision of the Executive Director, manages and oversees all activities related to the operations of the Emergency Communications Center (ECC) including; directing and evaluating services, overseeing supervision, operational and strategic planning, education and development of staff, establishing goals and objectives, measuring effectiveness of programs and procedures, implementing policies and guidelines, and preparing and administering operations budget.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, physical requirements, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

This is a Fair Labor Standards Act defined Exempt Position – Exempt positions are excluded from minimum wage, overtime regulations, and other rights and protections afforded nonexempt workers. The employee in this position is paid a salary rather than an hourly wage for this position. FLSA does not limit the amount of work time an employer may require or expect from any exempt employee, on any schedule. Hamilton County Government expects an employee in this position to complete the work assigned regardless the amount of hours involved in completing the tasks assigned.

Tasks
Directs, oversees, and evaluates assigned supervisory, technical, and support staff, including setting priorities, reviewing work for quality and completeness, assessing performance, administering discipline, setting schedules; and providing related administrative approvals such as leave requests and time sheets, providing management support and guidance.

Plans, administers, evaluates, and reports on the service requirements and operational effectiveness of ECC services; develops, implements, and provides for the consistent application of ECC policies, procedures, and guidelines. Reviews and acts on reports and assessments of district service effectiveness and reliability. Evaluates and reports on ECC effectiveness and performance in comparison to local, State and National standards and legal requirements of the service. Evaluates and investigates public complaints and concerns related to ECC operations and effectiveness, develops and assists with programs and strategies for improving public information and education to facilitate access and use of district services.

Conducts research development and resource needs analysis and develops projections of operational requirements, evaluates current and projected needs, develops, monitors, and administers Division capital and operating budgets, and provides oversight and applies administrative controls relating to the expenditure of funds. Prepares and evaluates requests for proposals and quotes, oversees procurement of goods and services in compliance with governing procurement codes and regulations. Acts as project manager as needed for implementation of new equipment or services.

Serves as an information, technical resource and subject matter expert related to ECC operations and the emergency communications industry; monitors, assesses and analyzes community and organizational needs; represents the District with community and governmental organizations; and participates in a variety of committees, as well as quality improvement programs and processes, and other District initiatives, as needed.

Develops strong working relationships with client agency Chief officers, industry peers, and other private and governmental entities to enhance the performance of the ECC and to stay current with trends and areas of focused concern as they relate to ECC operations and service delivery.

Maintains knowledge of applicable employment laws, guidelines and standards as they relate to employee management to include the Fair Labor Standards Act (FLSA), The Americans with Disabilities Act (ADA), Family Medical Leave Act (FMLA) and others.

Serves as the Commander of the District’s Incident Dispatch Unit and Telecommunicator Emergency Response Taskforce. Organizes, evaluates and recommends/procures the equipment, personnel and readiness of the team. Leads and supervisors team management and serves as a subject matter expert for Incident Communications. Maintains knowledge of the National Incident Management System and represents the District in Emergency Operations during critical incidents, planned events, natural disasters, etc…

Monitors and manages the District’s Employee Recognition (awards) program. Monitors and evaluates employee morale and work culture, works with the Employee Advisory Committee (EAC) to enhance communications with all levels of employees.

Works in collaboration with all internal divisions and units, such as Administration, Human Resources, and Technical Services to ensure clear communication, compliance with policy, and accomplishment of the mission of the District.

ADDITIONAL FUNCTIONS:

In the absence of the Executive Director serves as the agency’s interim Executive Director.

Performs general/clerical tasks, which may include performing minor equipment repair, answering telephone calls, typing documents, making copies, sending/receiving faxes, or filing documentation. Provides assistance to other employees, divisions, or departments as needed.

Responds to incoming calls and pages, and may be subject to call out during off-duty hours as needed.

Performs other related duties as assigned.

Knowledge, Skills, Abilities, and Other Characteristics

Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to Emergency Communication Center (ECC) operations.

Knowledge of Industry standards and best practices as they relate to ECC operations

Knowledge of customer service/public relations practices.

Knowledge and understanding of ECC equipment and procedures.

Knowledge of the principals and practices of management, supervision, and organizational development.

Knowledge of budgeting, financial management, procurement regulations, processes and procedures.

Skill in positive leadership for supervisors, and telecommunications and support staff to support the objective and mission of the District.

Skill prioritizing, scheduling, assigning personnel, reviewing and evaluating workload data and history.

Skill evaluating, analyzing, planning and implementing new and/or enhanced policies or programs.

Skill analyzing and resolving customer/client needs.

Skill providing relevant and innovative training to staff and end users.

Skill utilizing verbal and written communication to develop reports, training and support staff in problem resolution.

Skill utilizing customer service/public relations techniques when responding to inquiries and complaint

Skill in interpersonal relations, exercising independent judgment and in establishing and maintaining effective working relationships.

Skill in utilizing oral and written communication to effectively represent the ECC both internally and externally to the public and to other organizations.

Minimum Qualifications

A Bachelor’s Degree in Business or Public Administration, Emergency Management, Public Safety or Law Enforcement, or a closely related field; with seven (7) years progressively responsible emergency communications operational experience; including three (3) years of which must be in a supervisory or lead capacity; A valid driver’s license is required.

Eleven (11) years of progressively responsible emergency communications operational experience; including three (3) years of which must be in a supervisory or lead capacity. A valid driver’s license is required.

Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills and abilities for this position as determined by the Board of Directors.

A valid driver’s license is required.

SAFETY SENSITIVE

This position has been identified as “safety sensitive” under the definition of 49 CFR Part 40-Department of Transportation Workplace Drug and Alcohol Policy. This position will be subject to drug and alcohol testing for the following: 1) post offer pre-employment 2) when there is reasonable cause 3) after an on-the-job accident or contributing to an accident 4) on a random basis 5) prior to return to duty after suspension and/or 6) as follow-up. This is additional and also subject to the Rules and Regulations of The Employee Handbook.

ADDITIONAL REQUIREMENTS

Must possess and maintain or obtain within twelve (12) months of date of hire, the Tennessee Information Enforcement System (TIES) and National Crime Information Center (NCIC) Basic Operator Certification. Hamilton County 911 will cover the cost of certification for employees in this position. This position requires completion of background checks and pre-employment screening prior to an offer.

Must possess and maintain or obtain within twelve (12) months of date of hire, the National Emergency Number Association (NENA) Emergency Number Professional (ENP) certification. Scholarships are available to cover costs associated with this certification.

PHYSICAL REQUIREMENTS:

Work requires long periods of attention to detail, extensive computer keyboarding, and occasional lifting, bending, kneeling, stooping or crawling to maintain, repair, install or connect personal computers, terminals and peripherals weighing up to 30 pounds.

ADDITIONAL INFORMATION:

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

All positions within Hamilton County Government are considered work in-person and require regular and punctual attendance.

All positions within Hamilton County Government may require work on Holidays or weekends. Additionally, irregular hours and shift work may be required, including possible extension of shift hours, at times with short notice.

AN EQUAL OPPORTUNITY EMPLOYER Hamilton County does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services. A copy of Hamilton County’s Equal Employment Opportunity Plan (EEOP) & Utilization Report is available on the County’s Equal Employment Opportunity (EEO) Office home page.
https://www.hamiltontn.gov/Department_EqualEmploymentOpportunityOffice.aspx

Hamilton County offers medical insurance, life insurance, paid leave, and paid holidays to Full Time and Skimp (25 hours per week) employees. Full time employees also receive Retirement.

THIS IS A DEPARMENTAL PROMOTIONAL OPPORTUNITY. ONLY CURRENT EMPLOYEES OF HAMILTON COUNTY 911 DEPARTMENT WILL BE CONSIDERED FOR THIS POSITION.ARE YOU A CURRENT EMPLOYEE OF HAMILTON COUNTY 911 ?

To meet the minimum qualifications for this position, applicants must meet all of the criteria listed in qualification A, qualification B, or qualification C.A Bachelor’s Degree in Business or Public Administration, Emergency Management, Public Safety or Law Enforcement, or a closely related field; with seven (7) years progressively responsible emergency communications operational experience; including three (3) years of which must be in a supervisory or lead capacity; A valid driver’s license is required. OR Eleven (11) years of progressively responsible emergency communications operational experience; including three (3) years of which must be in a supervisory or lead capacity. A valid driver’s license is required.ORAny equivalent combination of education, training, and experience which provides the requisite knowledge, skills and abilities for this position as determined by the Board of Directors. A valid driver’s license is required.Do you meet qualification A, qualification B, or qualification C?

Yes, I meet qualification A.
Yes, I meet qualification B.
Yes, I meet qualification C.
I meet some of qualification A, qualification B, or qualification C.
No, I do not meet qualification A, qualification B, or qualification C.

What is your highest level of education completed?

GED
High School Diploma
Associate’s Degree
Bachelor’s Degree
Master’s Degree
Doctoral Degree

If you indicated you possess a degree, please tell us the field of study your degree is in.

How many years of direct work experience do you have as an employee of Hamilton County 911?

No experience
Minimal, less than one year.
1-2 years
2-3 years
3-4 years
4-5 years
5-6 years
6-7 years
7-8 years
8-9 years
9-10 years
10 years or more

How many years of direct work experience do you have in a lead or supervisory role?

No experience
Minimal, less than one year.
1-2 years
2-3 years
3-4 years
4-5 years
5-6 years
6-7 years
7-8 years
8-9 years
9-10 years
10 years or more

How would you describe your skill level using Microsoft Word?

No experience – I am unfamiliar with Microsoft Word.
Basic- I occasionally use Microsoft Word at my current (or at a previous) job.
Average – I use Microsoft Word at least once a week at my current (or at a previous) job.
Advanced – I use Microsoft Word daily at my current (or at a previous) job.

How would you describe your skill level using Microsoft Outlook?

No experience – I am unfamiliar with Microsoft Outlook.
Basic- I occasionally use Microsoft Outlook at my current (or at a previous) job.
Average – I use Microsoft Outlook at least once a week at my current (or at a previous) job.
Advanced – I use Microsoft Outlook daily at my current (or at a previous) job.

How would you describe your skill level using Microsoft Excel?

No experience – I am unfamiliar with Microsoft Excel.
Basic- I occasionally use Microsoft Excel at my current (or at a previous) job.
Average – I use Microsoft Excel at least once a week at my current (or at a previous) job.
Advanced – I use Microsoft Excel daily at my current (or at a previous) job.

Do you possess a valid driver’s license?

Have you ever served in the United States Armed Forces?

The answers you provide in the “Supplemental Question” portion of the application will be used to review/process your application. Once this job posting closes, your answers to the supplemental questions cannot be changed. Have you reviewed your answers and verified they are correct?

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