The Assistant Emergency Communications Manager works with and reports directly to the Emergency Communications Manager or other higher level management personnel. The incumbent exercises independent judgment and discretion and has line authority over operations and maintenance of the City's emergency communications and dispatch system; is responsible for the day-to-day operation of a regional 911 dispatch center; plans, prioritizes, assigns, supervises, trains, and evaluates emergency dispatch personnel; works with Law Enforcement and Fire agencies, other departments, and divisions; reviews and participates in the work of staff responsible for emergency dispatch services; participates in the development of policies and procedures; investigates citizen complaints; assists with the annual budget; recommends and assists in the implementation of goals and objectives; prepares and implements approved policies and procedures; prepares reports on dispatching activities, to include statistical and planning reports, and maintains records as assigned; assists in the development and implementation of a public information program on citizen access to the E911 system; and provides other highly responsible and complex administrative support to the Emergency Communications Manager or other higher level management personnel.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Assume management responsibility for assigned services and activities of the Emergency Communications Division including electronic facilities, programs, equipment and personnel.

Manage and participate in the development and implementation of goals, objectives, policies and priorities for assigned programs; recommend and administer policies and procedures.

Monitor and evaluate the efficiency and effectiveness of communication systems, programs, and equipment; establish, within departmental policy, appropriate service and staffing levels.

Plan, direct, coordinate and review the work plan for communications and dispatch staff; assign work activities, projects and programs; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.

Select, train, motivate and evaluate emergency communications dispatch personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.

Oversee and participate in the development and administration of the division's annual budget; participate in the forecast of funds needed for staffing, equipment, materials and supplies; monitor and approve expenditures; examine grant opportunities; implement adjustments.

Administers terms of labor agreement and investigates and responds to labor grievances. Participates in formulation of labor relations policy and may serve on the management bargaining team in contract negotiations.

Study legislation to assess trends and impacts on public safety and make recommendations; prepare narrative and statistical reports supporting recommendations.

Coordinates the design, construction, maintenance, repair and utilization of radio transmitters, receivers, testing equipment and all other equipment at the dispatch center.

Serve as the liaison for the Emergency Communications Division with other divisions, departments and outside agencies; negotiate and resolve sensitive and controversial issues.

Serve as staff on a variety of boards, commissions, and committees; prepare and present staff reports and other necessary correspondence.

Provide responsible staff assistance to the department director; conduct a variety of organizational studies, investigations, and operational studies; recommend modifications to emergency communications programs, policies, and procedures as appropriate.

Attend and participate in professional group meetings; stay abreast of new trends and innovations in the field of emergency communications and public safety dispatch; incorporate new developments as appropriate.

Respond to and resolve difficult and sensitive citizen inquiries and complaints.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Computer aided dispatching methods, systems, and equipment as applied to law enforcement, fire, and EMS dispatching.
911 and all related telephone systems/call handling.
All phases of emergency communications, including but not limited to, current technological trends affecting the operations of emergency communications dispatch systems.
The proper utilization of the emergency dispatch systems.
Principles of supervision, training, and performance evaluation.
Pertinent federal, state, and local laws, codes, and regulations.
Emergency dispatch system operations and equipment.
Geography, streets, neighborhoods, hospital locations, etc. in the City of Reno and Washoe County.
Services provided by both internal and external departments/agencies and to know whom to contact.
Principles of emergency medical dispatch, including quality improvement/quality control.
Safety rules, regulations and requirements related to work procedures, equipment, and materials.
CALEA Accreditation process and procedures
Pertinent federal, state and local laws, codes and regulations including Federal communications commission (FCC) rules and regulations.

Ability to:
Implement and maintain positive employee relations.
Promote and maintain highest integrity throughout all personnel.
Analyze and manage effective EEO/AA programs.
Develop training and procedural documents, metrics, and key performance indicators, through the understanding of Police and Fire operations.
Select, manage, supervise, train, evaluate and review the work of assigned staff.
Interpret and explain City of Reno policies and procedures.
Prepare clear and concise reports.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work including City of Reno officials and the general public.
Make presentations to diverse groups and respond to questions on behalf of the Emergency Communications Division.
Analyze problems and identify alternative solutions quickly and effectively.
Process new information quickly.
Maintain composure under sometimes stressful conditions; maintain a harmonious work environment.
Coordinate multiple projects and complex tasks simultaneously.
Interpret and apply federal, state and local policies, laws and regulations.
Work in a team based environment to achieve common goals.
Meet the physical requirements to safely and effectively perform the assigned duties.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
A Bachelor's degree from an accredited college or university with major course work in business administration, public administration, or a related field.

Experience:
Minimum of three years of increasingly responsible experience as a Supervisor of Emergency Dispatch Services for Fire and/or Police Communications in a government agency. All required experience must have occurred within the last (5) five years.
License or Certificate:
Possession of an appropriate, valid driver's license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting with some travel from site to site; incumbents may be required to work extended hours including evenings and weekends; exposure to emergency/stressful situations.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

RAPG PRO
R30
Udpate:
Human Resources
08/2018
JD 11/2018