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911 Operations Manager

Shelby County 911 Birmingham, AL

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Shelby County Emergency Management Communications District (Shelby County 911) is looking for an experienced leader with strong telecommunicator skills and a heart for public safety to be our Operations Manager. This is a highly responsible administrative and professional position, directing the daily operations of the 911 communications center.

Shelby County 911 is a combined communications center. We answer 911 calls for 250,000 citizens and dispatch four law enforcement agencies and 28 fire departments. Our operations staff consists of 30 fulltime telecommunicators and four shift supervisors. Shelby County 911 prides itself in maintaining high standards and being at the forefront of public safety technology. We are looking for a leader who can instill our values, develop great employee satisfaction and morale, and navigate the changes necessary to keep us at the top of public safety communications.

JOB SUMMARY: Under the direction of the Executive Director, the Operations Manager oversees all functions associated with the answering and dispatching of 911 calls. The Operations Manager operates with considerable latitude and works without direct supervision. The work hours of the Operations Manager are flexible, and the position requires work outside normal business hours, including some nights, weekends and holidays. The Operations Manager directly supervises four shift supervisors and oversees 30 telecommunicators.


  • Track the performance of 911 and dispatch operations to ensure center is efficient, complies with national performance standards, operates within agency standard operating procedures, and meets the expectations of our public safety agencies and citizens.
  • Provide technical assistance by monitoring various systems such as: Motorola P25 radio system, Emergency Callworks 911 CPE, Hexagon CAD system, ACJISC, and others; notify appropriate staff of malfunctions, implement backup plans, and document appropriately.
  • Develop materials, schedule, oversee and participate in new hire training, as well as continuing education for all employees.
  • Directly monitor performance of supervisors, provide regular feedback, conduct annual reviews, and take corrective action as necessary to maintain supervisor performance.
  • Maintain a positive and healthy work environment for employees.
  • Maintains center discipline policy to ensure performance and behavior standards are met including drafting of performance improvement plans, issuing suspensions, and terminating employees.
  • Oversee the hiring process of all dispatch personnel including interviews, selection, background checks and training.
  • Keep abreast of legislative and regulatory developments, new administrative techniques, and current issues through continued education and professional growth. Attend conferences, workshops, and seminars as appropriate.
  • Review scheduling and ensure proper coverage and skill sets are available on each shift; assign overtime as needed; review timekeeping records.
  • Develop, write, revise, implement and monitor standard operating procedures for answering 911 calls and dispatching responders.
  • Act as the custodian of records by ensuring the timely delivery of records to citizens, public safety agencies, and attorneys. Represent the district in judicial proceedings when appropriate.
  • Investigate, review and respond to citizen and first responder complaints regarding dispatch operations and policy.
  • Prepare written and oral reports.
  • Assist with operations budgeting and other administrative projects as directed.


  • Knowledge of the principles of effective personnel management including supervision, leadership, team development, selection, training, discipline, conflict resolution and performance management.
  • Extensive knowledge of public safety emergency communication principles and practices, technology, and trends in 911 systems, operations, and administration.
  • Working knowledge of 911 phone systems, computer aided dispatch (CAD) systems, GIS mapping, and both digital trunked and analog radio technology.
  • Knowledge of state and federal laws, regulations, and statutes governing dispatch for emergency services.
  • Ability to work with minimum supervision and to perform duties with a keen sense of accuracy and attention to detail.
  • Strong interpersonal skills to build and maintain effective working relationships with personnel and members of public safety agencies.
  • Ability to provide leadership that develops close teamwork, employee satisfaction, and positive morale.
  • Ability to handle and maintain confidential information and data.


  • Bachelor's degree in Business Administration, Public Administration, Emergency Management, or a related field. (Approved related work experience may be substituted for educational requirements on a year-for-year basis.)
  • Five years of progressively responsible experience in an emergency communications center, three of which must have been in a supervisory or administrative capacity.
  • Must be available for emergency call-in on weekends, holidays, and after-hours to support mission-critical 24/7/365 operations.
  • An average maximum response time not to exceed 30 minutes (from residence to 911 center) within six (6) months of employment.
  • Must possess a valid driver's license at the time of hire and maintain it throughout the course of employment.
  • Successful completion of a security clearance check conducted on a local and national level.


  • APCO Registered Public Safety Leader program (RPL) or NENA Center Manager Certification Program (CMCP).
  • NENA Emergency Number Professional (ENP) certification, required within two (2) years of hire.
  • Full Access Alabama Criminal Justice Information System Certification, required within (6) months of hire.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: Work is primarily performed in an office environment with some outside travel.

PRE-EMPLOYMENT/POST OFFER DRUG SCREENING: Shelby 9-1-1 is committed to providing and maintaining a drug-free work environment. After receiving a conditional offer of employment, applicants are required to pass a drug test conducted at a test site designated by Shelby County 911.

Shelby County 911


Birmingham, AL



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