911 Emergency Communications Manager

2026 Saline County

911 Emergency Comms Manager

Job Description

Exempt: YES

Department: OEM/911 Saline Emergency Communications Center

Reports To: OEM/911 Director

Location: 102 S. Main, Benton AR 72015

Safety Sensitive: This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.

GENERAL DESCRIPTION OF POSITION

This is a hands-on supervisory position strictly responsible for the active, day-to-day operations and all live dispatch-related functions of the Saline County Emergency Communications Center. The focus of this role is maintaining an active floor presence to ensure continuous center coverage, tracking real-time compliance, and mentoring shift supervisors.

To fulfill these operational requirements, the employee must maintain administrator-level working knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, Rapid Deploy, Motorola FLEX, Open Path security, and all additional software and equipment utilized in the 911 center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Direct Floor Management: Oversee all daily dispatch-related functions, including real-time monitoring of radio, telephone, CAD, and system components to guarantee 100% operational uptime.

On-Hand Dispatch Supervision: Maintain an active physical presence in the dispatch center. Specifically required to be on-hand in dispatch every Wednesday night for the first 3 hours of the night shift to work directly with, mentor, and support the night supervisors.

Daily Director Reporting: Compile and deliver mandatory daily operational reports to the Emergency Management Director regarding center performance, critical incidents, and staffing levels.

PowerDMS & Document Control: Maintain up-to-date departmental records, training logs, and standard operating procedures within PowerDMS . Conduct daily reviews of these records alongside shift supervisors to ensure absolute compliance.

Center Purchasing: Manage all procurement and purchasing requests for the 911 center's daily operational needs, ensuring all purchases are routed for and receive Director approval prior to execution.

Live Shift & Workflow Adjustment: Develop daily work schedules, manage personnel tracking, and dynamically adjust shift coverage to ensure a smooth, safe workflow across all hours. Step in to personally work a dispatch console during critical manpower shortages.

Real-Time Quality Assurance (QA): Continually execute and manage the center's Quality Assurance Program by reviewing live and recorded call-taking data against established protocols to maintain high-performance standards.

Troubleshooting & Backup Protocols: Perform immediate troubleshooting on communication hardware or software malfunctions, notify tech support for major repairs, and instantly implement emergency backup systems when necessary.

Immediate Personnel Oversight: Assign, prioritize, and review the live work activities of Communications personnel. Coach, counsel, and issue immediate corrective discipline to floor staff as needed.

Incident Investigation: Receive, thoroughly investigate, and track operational complaints regarding call-taking or dispatch issues from the public and field units, delivering rapid resolutions.

Obtain the director’s approval on all aspects and any changes in the 911 center.

Other Duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, emergency management with extensive dispatch experience of 6 years dispatch paired with at least 3 years of dedicated management floor experience. Must have proven capability supervising a large operational team (25+ personnel).

COMMUNICATION SKILLS

Ability to write reports, business correspondence, and policy/procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Crisis Control: Exceptional ability to maintain total control of emotions and speak in a clear, articulate manner under highly stressful, rapidly evolving emergency situations.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

REQUIRED AT HIRING:

ACIC Advanced Certification

FEMA 100, 200, 700, and 800 Courses

Basic Telecommunicator Course

Communications Center Supervisor Course

Communications Training Officer

REQUIRED WITHIN ONE YEAR:

APCO's Communication Center Manager certification and working toward obtaining the NENA Emergency Number Professional certification .

ICS 300, 400

Instructor Development Course

SOFTWARE SKILLS REQUIRED

Advanced: Payroll Systems, Spreadsheet, Word Processing/Typing

Intermediate: Presentation/PowerPoint

RESPONSIBILITY FOR WORK OF OTHERS

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises an extra-large group (25+) of employees who are engaged in similar activities in one or more departments.

Supervises the following departments: 911 Emergency Communications Personnel

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of highly complex machines and equipment; specialized or advanced software programs.

WORKING CONDITIONS

Highly intense mental demand with continuous exposure to a high-stress emergency dispatch environment. Requires physical flexibility to work night shifts (such as Wednesday evening blocks) and cover floor gaps when needed.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions and expectations.

Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks are not as varied as those positions with high-level diversity and decision-making.

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, use hands to finger, handle, or feel; frequently required to walk, reach with hands and arms; and occasionally required to stand, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; color vision; and ability to adjust focus.

ADDITIONAL INFORMATION

Working knowledge of Federal Communications Commission Rules and Regulations regarding operation of two-way radio equipment;

Ability to communicate tactfully, and effectively;

Must be able to interpret a variety of county, state, and federal laws, make decisions and action accordingly

Experience with mentoring and counseling employees;

Ability to speak in a clear, articulate manner;

Ability to determine priority of calls, procedures, and direct appropriate field units by maps, logs, technical manuals and departmental procedures;

Ability to