PSAP Manager

Job Summary

Performs supervisory and administrative duties and acts as a backup to the Sheriff's Captain and the 911 Dispatch Supervisors in the daily operation of the Scott County 911 Center. Must perform highly specialized and technical communications work, make critical life and death decisions and supervise on-duty personnel. Work requires independent judgment in the application of established policies and procedures. Often requires instant interpretation of policies and procedures in highly stressful incidents.

Job Description

Directs the work of the 911 Dispatch Center, including supervising staff;  collaborates and coordinates work with other units of government and professionals; conducts regular reviews of Center operations to ensure their effectiveness; makes recommendation for policy and program changes to the Sheriff's Captain as warranted.

Supervises and directs the work of staff in the 911 Dispatch Center to ensure timely completion of goals and delivery of effective service; partners with the Sheriff's Captain on matters of hiring, performance, discipline including discharge, promotion, recognition, job assignments, staff training needs, etc.

Maintains staff records of certification and compliance with CJIS and NCIC standards and rules.

Researches, evaluates, and recommends use of emerging technology for the 911 Dispatch Center; stays current with and knowledgeable of emerging technology in the field; collaborates with the Radio Systems Coordinator to develop and implement new technology in the Center as approved and authorized.

Manages the Sheriff's Office role in and overall oversight for the 800 MHz public safety trunked radio system, including compliance with regional and state policies and standards related to radio system use.

Maintains 911 Dispatch Center contracts and equipment maintenance agreements; ensures equipment is regularly inspected and is in proper working order; stays in contact with vendors to ensure compliance with PSAP maintenance contracts is met; ensures repairs and replacement of equipment is accomplished as needed; in the event of equipment failure, acts decisively to implement standby procedures.

Oversees the preparation of dispatch shift schedules to meet the needs of operational demands; collaborates with Dispatch Supervisors to resolve scheduling issues.

Develops performance and strategic measures for the 911 Dispatch Center; collaborates with other professionals to plan, set, and report-on goals; ensures long-range operational goals and objectives are met.

Represents the Scott County Sheriff's Office and the 911 Dispatch Center at meetings; serves on the Technical Operations committee of the 911 Metropolitan Board; attends/is part of various other meetings such as APCO, NENA, MN Sheriff's Association 911 Communication sub-committee, etc., representing the Center and the interests of the region.

Develops and assists in the implementation of policies and procedures of the Sheriff's Office Communication Center and as mandated by emergency services providers and emergency communications standards.

Collaborates with Police Department, Fire Department, and Ambulance service personnel and the public to communicate matters of relevance for emergency dispatch services and to resolve issues; works proactively to maintain positive relations with region partners; involves the Sheriff's Captain as needed.

Responds to media inquiries in accordance with policy; conducts tours of facility for interested residents and groups; maintains positive customer service image in and relations with the community.

Assists in the preparation and forecasting of the annual budget for the 911 Dispatch Center making final recommendations to the Sheriff's Captain; manages and maintains annual budgets as set and authorized.

Delegates projects to supervisory staff and assures timelines are met.

Responsible for preparing the yearly State of Minnesota 9-1-1 shared revenue audit; assists in obtaining any other reports/records/data that are required by Sheriff's Administration, members of the public, other public safety, agencies, and private entities.

Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.

Must work the days and hours necessary to perform all assigned responsibilities and tasks.  Must be available (especially during regular business hours or shifts) to communicate with other employees, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals.

Performs other duties as required or assigned.

Minimum Qualifications
Requires the equivalency of an Associate's Degree and 5 years of 911 Dispatcher experience, including three years years as a Scott County 911 Dispatch Supervisor. One must possess Criminal Justice Information System Certification and NIMS or Incident Command System Certification. An understanding of FCC Rules as they pertain to Public Safety Radio and 800 MHz Radio System operations is desirable. One must possess a valid Driver's License and a reliable form of transportation for the performance of work responsibilities.

Supervisory Controls
The employee is under the general guidance of the Sheriff's Captain, but very often due to the nature of shift work, must rely upon own judgment in situations. Most work is performed in accordance with established policies and guidelines, but a great deal of independent judgment is needed for interpretation of these guidelines in highly stressful incidents. The work product and results are reviewed on an ongoing basis through observations, review of written and oral reports, and tape recordings by the Sheriff's Captain.

The employee directs and oversees the work of others; including, program/service planning and delivery, personnel selection, evaluation of work performance, training, and disciplinary activities. Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.

The employee promotes employee professional development and provides coaching and mentoring to others.

Core Competencies and Abilities
Communication – Communicates effectively with internal and external customers.

Customer Service Orientation – Provides excellent customer service, delivering quality public services and service experiences to customers.  Helps to develop and maintain effective and efficient customer service practices and a respectful workplace.

Fiscal Responsibility – Exercises prudence, care, and accountability with the use of financial resources.

Innovation and Creativity – Recognizes the need for change and makes suggestions.  Keeps up on trends in the field.

Leadership – Displays commitment to the mission of Scott County and the Sheriff's Office. Continually strives for excellence, demonstrates and encourages team participation. Engages in personal growth and professional development.

Personal Relationships – Establishes and promotes a positive work environment.  Interacts appropriately, professionally, and effectively with people of varying backgrounds and disciplines.

Safety Conscious – Promotes and supports safety and loss control programs to ensure a safe and healthy working environment that will minimize hazards or risks that could result in personal injury, illness, and/or property damage.

Knowledge – Knowledge of policies, practices, and services of the county, Sheriff's Office, and Communications Division.

Knowledge of Data Privacy Laws and HIPAA as they relate to Public Safety Radio.

Knowledge of County policies, procedures, and labor contracts.

Knowledge of FCC rules as they pertain to Public Safety Radio.

Knowledge of the Criminal Justice Information System and other systems used by criminal justice agencies; must possess and maintain State of Minnesota Certification on CJIS use.

Abilities – Ability to supervise 911 Dispatch Supervisors and oversee the operations of the 911 Dispatch Center.

Ability to manage and lead operations, including ability to plan strategy and evaluate goals and outcomes.

Ability to manage projects that are varied in nature and scope; ability to delegate work tasks and see projects through to their completion.

Ability to be adaptable to ever-changing technology and to communicate information about complex technical systems effectively to non-technical audiences.

Ability to react quickly, calmly, and appropriately to and during emergency situations; ability to communicate to the calling public on life saving techniques; ability to take command of the situation and calm the caller.

Ability to communicate effectively verbally and in writing.

Ability to establish and maintain effective working relationships with employees, law enforcement, and other agencies, and the public.

Ability to effectively respond both physically and mentally at levels inherent in performing the position's essential duties; ability to differentiate and distinguish color when using mapping and radio applications.

Ability to make immediate, appropriate, independent decisions responding rapidly and effectively in emergency situations.

Ability to maintain task focus, emotional composure, and professionalism during periods of high stress, anxiety, or multi-task activity.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.  Work also includes periods of sitting and standing when working in the Emergency Call Center. The position is multi-task oriented and includes periods of stress when balancing multiple and varied needs/demands of services.

Physical activities include: Reaching, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job. Must be able to distinguish color and tones when using mapping and radio app