Deputy Director of Operations
The Deputy Director of Operations (DDO) assists with the management of the York County 911 Public Safety Answering Point (PSAP). The individual manages a total staff of approximately 85 personnel through ten (10) direct-report subordinates. This position oversees the dispatch scheduling and operations, central records, training and quality assurance aspects of the organization. The work for this position involves mentoring and motivating staff, multiple priorities, complex and numerous tasks and deadlines. This position requires a high level of responsibility, flexibility, attention to details, the ability to work under pressure and the ability to maintain privacy and confidentiality in a 24/7 operation. .
- Provides the direct managerial oversite of the delivery of 9-1-1 call receiving and emergency dispatching through a team of Shift Supervisors and support staff
- Identifies issues and solutions for improvements to operations and systems of the Center and communicates same to the Director and management team.
- Direct management of assigned 911 personnel which includes scheduling, central records, quality assurance, training and dispatch.
- Oversees dispatch work schedules to ensure efficient operations, while minimizing overtime, and ensuring compliance with the collective bargaining agreement.
- Defines Shift Supervisor responsibilities and develops work schedules, shift assignments and on-going training requirements.
- Oversees the administration of the training program, including new employee orientation, and on-the-job training of experienced communications specialists and communications specialist trainees.
- Provides direction to the training staff regarding the maintenance of departmental training and resource manuals and databases and ensures compliance with required training standards and expectations.
- Directs the quality assurance (QA) program to ensure QA staff provide uniform application of standards, review of results and implementation of training to address inconsistencies.
- Ensures all state required and other training programs such as CPR certifications, EMD certification, Dispatcher certification, Supervisor certification and CLEAN/NCIC certifications are kept current.
- Assists with the development and maintenance of the PSAP Standard Operating Guidelines.
- Authorizes personnel actions, training, promotions and transfers; conducts and/or reviews personnel disciplinary actions and assists with the application of disciplinary measures as appropriate for all assigned staff members and areas of oversight.
- Serves as the on-call manager as needed and will report to the 911 Center as required in the event of a system failure or large-scale emergency requiring additional departmental support.
- Assists in preparation of communications center budget including staffing and capital equipment recommendations.
- Recommends improvements to equipment, policies and procedures, and practices pertaining the operations of the existing communications system.
- In the absence of the Director and at their request, serves as a departmental liaison with York County public safety agencies, and other communications centers, on issues involving the 911 Center.
- Other reasonable duties as assigned by the Director
- Requires a minimum of Associate's Degree in Business Administration/Management or a similar discipline from an accredited college or university and five years (5) of public safety communications experience including two years of 911 management experience or a combination of experience and training to include the minimum of two years of 911 management experience.
- Provides direction and personal leadership in mentoring and motivating staff, both individually and as a group; understanding and supporting diversity; and establishing an effective team.
- Responsible for the oversight of various projects required to maintain an efficient and effective operations of the Communications Center.
- Dealing with multiple priorities, complex and numerous tasks, and deadlines.
- General knowledge and understanding of the various technology systems utilized in the operations of the Communications Center (9-1-1 Telephones, CAD, Radio Systems, Logging & Recording, etc.) and how they interact to support successful operations.
- Knowledge and understanding of the operations of the various public-safety agencies served by the Center.
- Must maintain PEMA Certification - 911 Supervisor level or higher.
- Evaluates and maintains operational efficiency and ensures that any issues with technology and support systems are effectively communicated with those responsible for their maintenance.
- Must be able to work various hours/shifts to ensure visibility during 24/7 operations.
- Fluent in the Microsoft Office Suite and able to develop analysis, written communications and documents that are beneficial in the management and operations of the Center.
- Depends on Qualifications
- Website www.yorkcountypa.gov
- Human Resources 717-771-9099