911 Law Enforcement Operations Manager
Job Details
Main Office - Commerce City, CO
Full Time
High School
$100,000.00 - $115,000.00 Salary/year
Summary, Essential Duties

REPORTS TO: Deputy Director/Executive Director

DIRECT REPORTS: Law Enforcement Dispatch Supervisors, Law Enforcement Dispatchers, and Call Takers

FLSA STATUS: This position is exempt from the requirements of the Fair Labor Standards Act.

Under direct supervision of the Deputy Director, incumbent is responsible for the management of Law Enforcement dispatching activities and personnel. This position works closely with the Law Enforcement Taskforce members to evaluate performance and plan for continuous improvements.

As a key member of Executive Management Team, this position has shared responsibility for the development, implementation, and management of the ADCOMs strategic goals, service level priorities, department policies and organization development plans.

The following duties and responsibilities are all essential functions of the position of Operation Manager of Law Enforcement Dispatch. They are not in order of importance or priority.

Manage Law Enforcement dispatching activities and personnel with shared responsibility with the Fire Operation Manager for the management of call taker activities and personnel;
Works directly with the Law Enforcement Taskforce to review performance, establish goals and objective for continuous improvements. Responsible for implementation and performance of objectives set by the task force and Executive Director/Deputy Director;
Monitors and evaluates the efficiency and effectiveness of training practices; work methods; technology use and resource allocations in order to continually identify and implement process changes to improve the delivery of dispatching services;
Manages development of CAD improvements specific to Law Enforcement Dispatch;
Develops and delivers quality training programs for Law Enforcement dispatchers, supervisor, call takers, and crossed trained personnel;
Investigates complaints or problems, prepares reports and makes recommendations to the Deputy Director;
Performs the duties of a Dispatch Supervisor when necessary, including dispatching and call taking;
Manage duty schedule to ensure minimum staffing and budgetary allocations are maintained;
Reviews 911 dispatch calls for quality assurance;
Assists with coordinating communication between department staff and external agencies;
Assists the Executive Director with emergency management duties;
Interprets and enforces ADCOMs procedures, practices, policies, standards, rules, and regulations. Assists with formulating additional policies, procedures, and practices;
Develop and administer mentoring, coaching, training, and performance evaluation systems for assigned personnel; assist Executive Director/Deputy Director with succession planning;
Develops and submits statistical analysis of all 9-1-1/Law Enforcement/EMS dispatch activity on a regular and as directed basis;
Establish and maintain programs for improvements in workplace safety and employee wellness;
Oversees Emergency Medical Dispatch program;
Performs other duties as assigned.


Education, Experience, Knowledge and Abilities

Minimum requirements at entry:
High School diploma or G.E.D;
Valid Drivers License;
Must meet all requirements for Dispatch Supervisor;
A minimum of five (5) years dispatching experience, preferably in an environment of similar, or larger, operational scope and scale to that of ADCOM;
A minimum of two (2) years work experience as a Law Enforcement dispatch supervisor/manager, preferably in an environment of similar, or larger, operational scope and scale to that of ADCOM.
A strong knowledge of law enforcement operations, fire operations, and EMS operations. Experience working in a consolidated dispatch center. Bachelors degree in Law Enforcement Science, Public Administration, Business Administration, or similar field. ENP or RPL certification.

Valid unrestricted Colorado Driver's License;
NIMS ICS Certifications 100, 200, 300, 400, 700, 800;
Emergency Medical Dispatch (EMD) certification;
CPR/First Aid certification;
Association of Public Safety Communications Officials (APCO) Certified Training Officer;
Emergency dispatch quality assurance training.

Minimum requirements at entry:
Principles, methods and practices of management and leadership process;
Operation, capabilities and uses of various types of equipment and specialty resources;
Management of major/complex emergencies and disaster operations at the Incident Commander and Section Chief levels;
National Incident Command System (NIMS) theory and practice;
Labor relations and personnel management policies and procedures;
Quality Assurance programs.

Minimum requirements at entry:
Ability to effectively:
Plan, manage, organize, and coordinate programs, resources and services;
Establish and meet goals and objectives;
Analyze, interpret and implement solutions to technical and administrative problems;
Identify technical and administrative problems and direct the collection, interpretation and evaluation of data, and oversee implementation of solutions to technical and administrative operational problems;
Coordinate and initiate actions, implement decisions and recommendations;
Select, train, coach, supervise, evaluate and discipline employees;
Exercise effective judgment and leadership in day-to-day operations and emergency situations;
Write and present clear, logical and concise reports and recommendations;
Skilled in typing and keyboards;
Operate personal computer and business software applications including CAD, Records Management systems, Microsoft Word, Outlook, PowerPoint and Excel;
Establish and maintain effective relationships with the Director, Deputy Director, peers and subordinate employees, and member agency personnel;
Communicate effectively with members of the public;
Deal tactfully and courteously with the general public, and at times abusive, antagonistic, and argumentative callers; establish and maintain effective working relationships with superiors, public safety personnel and the public;
Remains calm and controlled under stressful situations;
Able to function well in a high-paced and at times stressful environment;
Interpersonal skills Applies emotional intelligence skills, understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others and relates well to different people from varied backgrounds and in different situations;
Conduct comprehensive investigations into complex matters and summarize findings in clear, concise reports;
Research new technologies and programs, conduct analysis including financial implications, and make recommendations.

Incumbent works primarily in an office setting and occasionally high-stress environment of emergency 911 dispatching.

Position typically requires: extended periods of sitting, standing, light grasp, fine manipulation, talking, hearing, seeing and repetitive motions; occasionally requires periods of squatting, walking, twisting, bending, kneeling, climbing, balancing, firm grasp and reaching above shoulder.

Incumbent must also be capable of frequent lifting, carrying, pushing, and pulling of up to ten (10) pounds to move materials and supplies; occasional lifting, pushing, and pulling of up to twenty-five (25) pounds with equipment assistance.

NOTE: The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the needs of the organization.