Town of West Hartford

Emergency Reporting Center Manager

Position Type: Managers

Date Posted: 8/23/2019

Date Available: 08/23/2019

Closing Date: 09/20/2019

The Town of West Hartford Announces an Open Competitive Examination. For the Position of Emergency Reporting Center Manager Applications will only be accepted electronically.

Application Deadline:

Salary Range: Friday, September 13, 2019 $75,192 - $93,366

Job Purpose: Under the administrative direction of the Chief of Police, or his or her designee, performs highly responsible administrative and supervisory functions regarding the Emergency Reporting Center, which receives 9-1-1 calls requesting police, fire or medical services in emergency situations and calls from the public seeking answers to general questions. This will include supervisory functions over Public Safety Dispatchers, administrative reporting requirements, program analysis, working with other departments and organizations both inside and outside the Town of West Hartford.

Essential Job Functions: Supervises and directs administrative work including scheduling, assigning, overseeing and reviewing work of Public Safety Dispatchers. Establishes and clarifies performance expectations, conducts performance evaluations, facilitates employee development and makes recommendations on hiring decisions and personnel actions. Directs the preparation of reports, correspondence and maintenance of departmental records in accordance with state and federal law. Oversees the maintenance of Emergency Reporting Center databases and systems related to operations, to include the implementation, maintenance and programming of all computer–aided dispatching programs such as Nexgen, ProQA and NG 9-1-1. Establishes work methods and standards. Assures organizational and individual goals are achieved. Interprets Personnel Rules, policies and procedures and enforces regulations and applicable labor contract agreements. Maintains records, produces reports and conducts trend analysis regarding calls for service volumes, dispatch and response times in both police, and fire and Emergency Medical service related calls. Reviews recorded phone and dispatched communications and CAD entries for quality control to ensure proper policies and protocols are followed for EMD, EFD, and other calls for Police services. Interfaces with Police and Fire leadership as required. Assists with budget preparation, acquiring and maintaining equipment, facility, and uniforms; Manages implementation of the Emergency Reporting Center’s departmental budget expenditures by reviewing and/or authorizing expenditures for goods and services. Recommends revisions to departmental policies and procedures, forms, related to the Emergency Reporting Center as the work environment requires. Analyzes work processes, recommends improvements and develops processes and procedures that effectively utilize information technology to enhance efficiency and support management decision making. Establishes and maintains effective working relationships with department staff, work partners and vendors, citizens, public and private organizations and businesses, other Town staff using principles of good customer services. Monitors law enforcement, fire and EMS dispatchers to ensure agency performance goals are met. Ensures department policies and procedures are enforced while maintaining a high level of customer service. Acts as the department contact person for related Emergency Reporting Center reporting and communication issues. Conducts research and studies related to Emergency Reporting Center. This work may include, but not limited to, police, fire or EMS areas of interest. Supervises, coordinates or participates on internal multi-disciplinary committees regarding dispatch center policy and operations.

Additional Job Responsibilities: Attends required meetings outside the normal business workday. Meetings occur occasionally and are usually scheduled. Assumes responsibility for continuing education and professional development and contributes to the professional development of others by attending continuing education programs, professional associations, meetings, conferences, and workshops and through consistent review of relevant literature and training. Develops and provides staff training and development to assure efficient and effective operational practices. Promotes a customer-oriented philosophy in the Emergency Reporting Center. Other related duties as assigned.

Knowledge, Skills And Abilities: Considerable knowledge of Emergency Operations Centers of police, fire and EMS, which include budgetary principles, practices and procedures. Thorough knowledge of emergency medical dispatch protocols and procedures. Knowledge of the principles and practices of supervision and personnel administration. Ability to supervise, train and evaluate Public Safety Dispatchers who receive police, fire and emergency medical calls for service to ensure that all information is obtained, that proper priority dispatch protocols are followed, that proper paramedic, fire, police or other EMS units are dispatched and assigned. Ability to work closely with and provide quality control for both fire and EMS calls responded to by the West Hartford Fire Department. Knowledge of information technology practices and applications related to emergency reporting and dispatch. Knowledge of and considerable skill in the use of database and spreadsheet applications. Knowledge of various types of radio systems and technology to include trunked radio systems. Knowledge of state and local municipal reporting requirements and procedures. Skill utilizing and implementing modern office methods, technology and practices, particularly as it relates to municipal emergency reporting centers. Ability to establish and maintain effective and cooperative working relationships with individuals, groups, outside agencies, and the general public in a courteous and professional manner. Ability to conduct cost analyses and evaluate budgetary or financial problems, to collect pertinent data in the preparation of reports and statements and design and implement practical and creative solutions. Ability to create a productive work environment. Ability to resolve conflict and deal effectively with dissatisfied individuals. Ability to evaluate program alternatives and make recommendations. Ability to read, understand and interpret complex regulations, laws and guidelines. Ability to analyze complex administrative problems, evaluate alternatives, and make creative recommendations. Ability to produce documents written in the English language using proper sentence structure, punctuation, grammar and spelling. Ability to communicate orally and in writing in the English language with others using a telephone, and in group and face to face, one to one settings. Ability to establish and maintain cooperative and collaborative working relations with individuals, groups, outside agencies, and the general public. Ability to pass a background investigation conducted by the police department. Ability to maintain confidentiality of sensitive information that may be related to casework or privileged under the law.

Work Environment: Work is performed primarily in a business office environment which involves everyday risks or discomforts requiring normal safety precautions. Use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals are minimally required. Position requires reporting to duty during inclement weather and during manmade or natural disasters. Manages and coordinates multiple priorities adhering to established time frames and performance standards. Must be able to reach/bend/push/pull/lift objects weighing up to 15 pounds. Must be mobile and able to perform moderately difficult manipulative skills such as writing, using a keyboard and/or calculator with accuracy. Able to sit and stand for prolonged periods of time. Able to perform tasks with eye-hand coordination. Must be able to see objects closely as in reading and preparing documents or reports. Able to read reports and read from a computer monitor. Ability to distinguish colors as in screen differentiation. Able to hear normal sounds with some background noise and to communicate orally in the English language with other Town employees and the public face-to-face, one to one settings or using a telephone. May have interactions with agitated individuals. Must be able to concentrate on fine details with some interruption. Needs to attend to task/function for more than 60 minutes at a time. Able to understand and relate to specific ideas, generally several at a time and to understand and relate to the theories behind several related concepts. Able to remember multiple tasks/assignments given to self and others over a long period of time. May be exposed to dust and electro-magnetic radiation as in computer screens. Work is subject to review administratively by the Chief of Police, with input from the Fire Chief, through conferences and examination of reports and studies. Attendance and participation required at meetings within and outside the normal business workday. Position requires an ability to move throughout town facilities and travel to off-site locations for meetings.

Minimum Qualifications: Bachelor’s Degree in Public Administration, Criminal Justice or Fire Science, and five (5) or more years’ experience as a Public Safety Dispatcher, at least two (2) years of which should be in a supervisory capacity; or any combination of education and experience deemed equivalent by the Executive Director of Human Resources. Must have the following certifications prior to employment (preferred) or must obtain within six (6) months of appointment: Emergency Medical Dispatch (EMD) Certification through the International Academy of Emergency Dispatch (IAED) Emergency Telecommunicator Certification (ETC) through the International Academy of Emergency Dispatch (IAED) and Connecticut Telecommunicator Certification. General police, fire and EMS operations training. Cardio Pulmonary Resuscitation (CPR) Certification NCIC/COLLECT Certification and AT&T NG 9-1-1 Criminal history background check will be conducted.

Method Of Selection: Weight Passing Score Oral Examination 100% 70% The Town reserves the right to limit the number of qualified candidates invited to any portion of the selection process. Candidates must achieve a passing score of 70% on the oral examination, to have their name placed on the Eligibility List for the position. An individual appointed to the position must satisfactorily complete a one (1) year probationary period.

Applications must be completed no later than Friday, September 13, 2019, unless the Executive Director of Human Resources extends such date. Applications will only be accepted electronically.

The Town of West Hartford shall not discriminate on the basis of race, color, creed, age, sex, national origin, physical disability or sexual orientation. The Department of Employee Services provides reasonable accommodation to persons with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need an accommodation on the application or testing process, please contact the Employee Services Department. West Hartford CT 06107.

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Emergency Reporting Center Manager Located At Ct, West Hartford - Job Post By: Town Of West Hartford

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