Summary
Description
GENERAL POSITION SUMMARY
The Emergency Communications Director serves as the head of the Emergency Communications Bureau and is responsible for developing and directing the operations of the bureau in a manner consistent with organizational values. This position provides strategic leadership and direction for all Emergency Communications dispatch operations, overseeing daily functions, staffing, training, and resource management to ensure efficient and effective service delivery. The role also directs the integration and advancement of communications technology to ensure systems, software, and infrastructure support operational goals and enhance service reliability and performance. Additionally, this position oversees the emergency communications budget which includes the operational needs of the center, radio equipment and infrastructure, and 9-1-1 technology systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES (The following statements are illustrative of the duties and responsibilities of the position and do not list every duty that may be required of the employee for this position. The District retains the right to change the duties and responsibilities of the position at any time without notice.)
Management and Leadership
Provides organizational leadership by leading up and leading laterally to foster continuous development and professional growth through the organization; provides visionary leadership to ensure the 911 Communications Center operates with excellence, accountability, and professionalism.
Lives the SMFR culture and models organizational values; creates a welcoming culture of inclusivity, accountability, candor, and transparency; builds and strengthens relationships with all members of the organization.
Coordinates all operations of the bureau, establishes goals and objectives, and implements short- and long-range plans; works to achieve maximum, positive impact on the operation of the assigned functional areas with the intent to foster professional development and performance optimization to support SMFR’s primary mission.
Provides leadership and a commitment to excellence by inspiring, empowering, and motivating personnel; fosters a learning organization by encouraging innovation, professional development, and continuous improvement; participates in the selection and training of employees; evaluates performance; provides coaching and mentoring; and takes corrective measures, including disciplinary actions.
Provides management, supervision, and coordination of personnel in Emergency Communications including scheduling and assigning work; allocates resources; assists in the coordination of contracted personnel, e.g., instructors, vendors, etc.
Works in coordination with the Division Chief of Operations Support to develop, implement, and enforce policies and procedures related to employee performance and professional development within the bureau; recommends and implements changes to improve efficiency and operational effectiveness.
Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources; initiates, coordinates, and enforces systems, policies, and procedures.
Plans, directs, and coordinates work activities; assigns projects and programmatic areas of responsibility; assesses and monitors workload; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.
Explains, advocates for, and defends programs, policies, and activities; negotiates and resolves sensitive and controversial issues.
Participates in the selection of staff; orients and trains employees, developing personal growth opportunities.
Maintains a safe and healthy working environment by establishing and enforcing safe work practices and organizational values, adhering to legal requirements.
Emergency Communications
Analyzes and evaluates fire service and emergency response protocols and accreditation standards; makes recommendations for standardization and effective delivery of communications services; directs the improvement of management systems and processes while ensuring compliance with operational standards.
Develops and administers the annual Emergency Communications budget, ensuring effective management of financial resources, including purchasing, capital expenditures, and grants; prepares comprehensive financial and grant reports.
Works with SMFRA Executive staff in negotiations with outside agencies and exploring partnerships; serves as liaison with other public safety communications agencies and maintains an active role in outside activities including attendance at meetings with local and state agencies.
Builds and maintains effective communication and working relationships with regional dispatch centers; provides services to other agencies including creating and maintaining contracts; oversight of the multiple CAD to CAD interfaces.
Serves as South Metro’s representative on various regional and state committees.
Oversees Special Teams within the Communications Center including the Unmanned Arial Vehicle (UAV) Drone program and Incident Dispatch Team (IDT).
Technology And Systems
Provides leadership and oversight to all mission critical technologies including Next Generation 911 (NG911) telephone systems, Computer Aided Dispatch (CAD), GIS Integrations, and land mobile (LMR) systems.
Oversees the procurement of equipment, technology, and services; guides the evaluation, selection, and adoption of emerging technologies and system upgrades to enhance service delivery and operational capabilities.
Oversees lifecycle management, capital planning, and long-range forecasting for all 911 Communications infrastructure, including radio networks, CAD systems, and other emergency communication systems.
Provides oversight to ensure strong collaboration and performance monitoring across contractors, internal technical staff, and the 911 communications team.
Provides oversight on system reliability; oversees continuity of operations and disaster recovery planning for mission critical systems; collaborates with IT on ensuring cybersecurity compliance.
Coordinates with IT, contractors, 911 authorities, regional radio governance groups, telecommunication providers, and partner agencies to ensure interoperability and alignment with industry standards.
Ensures operational compliance of the Emergency Communications Center and SMFR with established procedures and ACE standards.
Coordinates the operations of the VHF and 800 MHz digital trunked radio system to identify operational needs.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS
EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS (An equivalent combination of education, training, and experience that demonstrates the ability to perform the duties of the position is qualifying.)
Bachelor’s degree in emergency communications or a related field is required.
Five (5) years of responsible, professional-level, full-time experience in emergency dispatch operations and communications center is required.
Five (5) years of supervisory experience and management in an emergency communications center is required.
Possession of APCO Registered Public-Safety Leader Certification (RPL) or the ability to obtain within 2 years of hire is required.
Possession of:
• NENA Center Manager Certification Program (CMCP)
• Communications Center Manager Certification (CCM)
• Federal Aviation Administration Part 107 remote Pilot Certificate
or the ability to obtain these certifications within 1 year of hire is required.
Possess a valid Colorado Driver’s License and an acceptable driving record in accordance with the SMFR’s Driving Records Policy
Possession of ICS 100, 200, 300, 400, IS 700, 800, Blue Card (within one year of hire), APCO Telecommunicator, and CPR Certification.
NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the principles and practices of public safety communications management, including 911 operations, dispatch protocols, and emergency response coordination.
Knowledge of the principles, practices and techniques of emergency dispatch and communications center management, including Emergency Medical Dispatch (EMD).
Knowledge of organizational administration and management theories/practices including budgeting, personnel management, strategic planning, and maintenance/retention of public records.
Knowledge of computer-aided dispatch (CAD) systems with technical expertise in two-way, microwave and 800 MHz radio systems and Automatic Vehicle Location (AVL).
Knowledge of applicable federal, state, and local laws, regulations and standards pertaining to fire and emergency medical services; personnel; safety; FCC rules and regulations governing radio and telephone usage.
Knowledge of Next Generation 911 (NG911) systems, ESInet architecture, and IP-based call delivery and routing.
Knowledge of Computer-Aided Dispatch (CAD) systems, Geographic Information Systems (GIS) mapping, radio networks (P25, analog, and trunked systems), and telephony infrastructure.
Knowledge of Cybersecurity and data privacy.
Knowledge in Incident Command System (ICS) and National Incident Management System (NIMS) principles and their application to 911 and public safety operations.
Knowledge of Project management methodologies for large-scale technology implementations, including vendor management, RFP development, and contract oversight.
Knowledge in budgeting and financial management, including grant writing, 911 surcharge fund management, and capital improvement planning.
Knowledge in personnel management practices, including performance evaluation, scheduling, and employee development.
Knowledge in regulatory requirements and standards, including those from the FCC, NENA, APCO, and state 911 boards.
Knowledge in data analytics and performance metrics related to call processing, response times, and operational efficiency.
Communication skills with ability to express ideas clearly and concisely in written or verbal formats and present complex findings to a variety of audiences.
Strategic leadership, decision-making, and long-range planning for multi-agency communications systems.
Managing and motivating a diverse team in a high-stress, 24/7 operational environment.
Conducting or overseeing technical audits, system testing, and performance evaluations.
Utilizing software tools such as CAD administration suites, GIS software, reporting dashboards, and analytics tools to monitor performance.
Leading or coordinating disaster recovery, contingency planning, and interoperability exercises.
Preparing clear, detailed reports and presentations for boards, commissions, or oversight agencies.
Negotiating contracts and managing relationships with vendors, consultants, and partner agencies.
Ability to analyze data, develop conclusions and demonstrate critical thinking.
Ability to exercise independent judgment and initiative to establish and maintain effective working relationships.
Ability to manage interpersonal and organizational conflicts.
Ability to select, supervise, train, motivate and evaluate staff; ability to provide goals, direction, and effective leadership.
Ability to operate radio, telephone and computer systems under routine, emergency, and high stress conditions.
Ability to speak one or more other languages (besides English) is helpful.
SUPERVISION RECEIVED
Work is performed under general oversight and guidance from the Division Chief, Operations Support.
SUPERVISION EXERCISED
Provides general supervision of communications personnel including Dispatchers, Lead Dispatchers, Dispatch Supervisors, Emergency Communications Operations Manager, and administrative support staff.
EQUIPMENT AND SYSTEMS
Requires frequent use of personal computers including various software packages, databases and spreadsheet programs, portable radios, district automobiles, calculator, telephones, mobile computers, copy machines, cameras, printers, and other general office equipment.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly in a sedentary position. The employee may also be required to perform climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions. Requires nimbleness of hands for typing and writing. May be required to lift to 25 pounds.
Must have adequate hearing, manual dexterity, and mental disposition to remain alert and perform all essential job functions.
Ability to perceive the full range of the color spectrum, such as working with electronically produced letters, numbers and/or images on a computer monitor. Ability to wear a headset for long periods of time. Ability to type a minimum of 40 wpm.
WORK ENVIRONMENT AND GENERAL INFORMATION
The primary responsibilities of this job are performed in a climate-controlled office environment.
The noise level in the work environment is usually moderate.
BENEFITS
South Metro Fire Rescue’s compensation philosophy is designed to attract and retain highly skilled and motivated employees. As such, SMFR’s compensation is more than base pay. All regular full-time SMFR employees enjoy a total compensation package including base wages, leave accruals, medical, dental, vision and life insurance employer-paid premiums, Retiree Health Savings, Death & Disability, and employer-paid pension contributions as well as positive work culture including a robust Fitness, Wellness and Rehabilitation Program, educational opportunities and support, job security and other positive non-monetary values which are intended to collectively position SMFR as an employer of choice in its geographic area. SMFR recognizes that being an employer of choice has different meanings to different people depending on what elements a person highly values. But SMFR's overall goal is to be a great place to work.
