Operations Manager

Position Summary

STATUS: Full-Time, Salary, Exempt

SHIFT/HOURS:  

• 12-hour shift either 0600 to 1800 or 1800 to 0600
• Rotating 2-week schedule; 4 days first week and 3 days second week, every other weekend off
• Shift to be assigned based on operational need and seniority so must be available to work either shift

LOCATION:  Wheaton, Illinois (In-Person Only)

The primary responsibility of the Operations Manager is to provide supervision, motivate, and direct the Telecommunicators, Operators-in-Charge, and Alarm Board Operators. The Operations Manager is responsible for the daily operations, supervision, and quality assurance of the 9-1-1 Communications Center. This position reports to the Deputy Director.

Essential Job Functions:

Duties include: performing quality assurance reviews, recommend and/or create, maintain, or modify agency’s Written Directives; administer routine personnel issues including: work assignments, work hours scheduling, granting leave, appraising performance, monitoring absenteeism, disciplining, and submitting such records/reports as required by DU-COMM’s policies and procedures; maintain situational awareness of the communications center with regards to activity, major incidents, severe weather, and other potential emergencies; adjust staffing levels and ensure proper notifications to management; monitor and respond to any problems with 9-1-1, radio, communications/facility infrastructures, and troubleshoot and/or makes proper notification to Support Services staff, or other vendors, for restoration; act as an ambassador for the agency by providing tours, performing public education, attending community and agency meetings, and orientating new employees; investigate and respond verbally, or in writing, to complaints, investigations, and inquiries from member agencies, subpoenas, and Freedom of Information Act (FOIA) requests.

Salary:  

• Starting Annual Pay: $116,355 
• Paid by Salary, FLSA Exempt
• Annual Step Increase based on performance

Benefits:

• Employer-provided uniform tops and additional annual stipend

• Paid Time Off (PTO) 26 days each year, with bidding for guaranteed time off, and Extended Sick Leave (ESL) 6 days each year

• Overtime, Comp Time, and Stipends for non-exempt staff

• Group health insurance: BlueCross BlueShield HMO and PPO options (employee contribution only 15%) with HSA employer contributions, Delta Dental HMO and PPO options, Express Scripts Prescription, and VSP Vision coverage

• Illinois Municipal Retirement Fund (IMRF) pension, retirement savings, disability, and life insurance coverage

• Additional retirement savings options

• Employer-provided life insurance

• Supplemental life insurance for self and family

• Supplemental disability, accident, and cancer protection

• FSA pre-tax savings accounts for health care and dependent care expenses

• Employee Assistance Program (EAP) with wellness, personal, and family support

• Financial services, legal services, and identity protection plans

Minimum Qualifications:

• Three (3) years of experience in a 9-1-1 public safety communications center or related field.
• Must be at least 18 years of age.
• High School diploma or equivalent required.
• Must be of strong moral and ethical character.
• Must have strong analytical, logical problem solving skills, and interpersonal skills.
• Must have ability to effectively apply written and oral English language skills.
• Must be able to work on any shift, weekdays, weekends, and holidays when needed.
• Must be able to successfully pass a thorough background investigation, polygraph, psychological exam, pre-hire medical exam/screenings, and drug screening.

Special Requirements:

• Must have the ability to learn and perform all of functions of a Telecommunicator I, II, and III with appropriate training.
• Requires occasional early morning or evening hours related to attendance at training, meetings, or special events. 
• Must be able to accommodate demands of a 24/7 environmental and willingness to be “on-call” and available via phone/messaging as needed.
• May perform duties outside of normal scheduled hours to respond to DU-COMM during an emergency. 

Preferred Qualifications:

• Post-secondary degree in public safety, management, or related field.
• At least one (1) year in a supervisory position, Operator-in-Charge, or Communications Training Officer in a multi-agency public safety communication center.
• Knowledge of public safety communications systems including CAD, 9-1-1, radio, digital loggers, etc.
• Foreign language skills in Spanish or other desired language.

Physical Requirements and Work Environment:

• THIS IS AN IN-PERSON POSITION, REMOTE WORK IS NOT AN OPTION.
• Must be able to wear a headset.
• Must be able to activate radio and phone systems utilizing keyboards, buttons, switches, and pedals.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must hear speech out of both ears in the normal range of 30 db at 500 to 2000 Hz range.
• Must be able to speak and communicate clearly over telephones and radios.
• Must be able to work in excess of continuous 12-hour shift when required.

Work is generally performed in an office environment.  May sit or stand in a stationary position for long periods of time and requires some walking, standing, stooping, carrying of light items such as papers, books, and files.  Ability to observe details at close range.  Low levels of noise typical of an office environment are expected.

View further details including a link to the full job description of essential functions and requirements on DU-COMM’s Careers site at:  https://www.ducomm.org/careers/