Dispatch Services Manager

Job Description:

Dispatch Services Manager

Description

POSITION INFORMATION

This classification is scheduled to receive a general wage increase of 4% in July 2024.

The Placer County Sheriff's Office is currently accepting applications for Dispatch Services Manager to plan, organize, direct, and manage public safety dispatch activities within the Sheriff's Office. This position will be responsible for preparing, monitoring, and administering the Dispatch Unit’s budget, coordinating public safety communication services with other divisions, agencies, and departments, acting as the administrator for the Sheriff's Office emergency notification system, and providing highly complex staff assistance to sworn and non-sworn staff.

The dispatch center is located in beautiful Auburn, California, less than two hours away from Reno/Tahoe or San Francisco. The dispatch center features full sit-to-stand ergonomic workstations, a locker room, a full kitchen, a quiet room, a balcony with BBQ, skylights, and second-story views from wall-to-wall windows. The center provides dispatch services for law enforcement, fire, and medical.

The ideal candidate will be a dynamic leader with prior supervisory experience in dispatch center operations. They will be flexible and adaptable and possess the ability to multi-task in a fast-paced environment.

BENEFITS

Placer County offers a comprehensive benefits package to employees. The following information represents benefits currently available to permanent Placer County employees and may be subject to change. Applicants should inquire as to the most current benefit package during hiring interviews or by contacting the Human Resources Department.

Click here to view Management benefits .

For more information regarding the benefits Placer County has to offer please visit Placer County's Human Resources website.

DEFINITION

To plan, organize, direct, and manage public safety dispatch activities within the Sheriff's Office; to prepare, monitor, and administer the Dispatch Unit’s budget; to coordinate public safety communication services with other divisions, agencies, and departments; to act as the administrator for the Sheriff's Office emergency notification system; and to provide highly complex staff assistance to sworn and non-sworn staff.

DISTINGUISHING CHARACTERISTICS

The Manager level recognizes positions that provide full line and functional management responsibility for the Dispatch Unit within the Sheriff’s Office.

This single position class is distinguished from the supervisory levels in the Dispatch Unit in that it includes responsibility for budget management, coordination of services with other agencies and County departments, and for providing strategic leadership to address changing technology and emergency communications services demands.

SUPERVISION RECEIVED AND EXERCISED

Receives administrative direction from higher-level sworn staff.

Exercises direct supervision over supervisory, technical, and clerical staff.

EXAMPLES OF ESSENTIAL DUTIES

Duties may include, but are not limited to, the following:

• Develop and implement Dispatch Unit goals, objectives, policies, and procedures for improved workflow and efficiency; write and update procedures manual(s) related to dispatch/emergency communications services as needed.
  
• Plan, organize, direct, and manage the activities within the Dispatch Unit including managing staff, coordinating vendor contracts, and providing assistance to sworn staff on technical and operational issues.
  
• Direct, oversee, and participate in the development of the Dispatch Unit’s work plan; assign work activities, projects, and programs; monitor work-flow; and review and evaluate work products, methods, and procedures.
  
• Prepare the Dispatch Unit’s budget; assist in budget implementation; participate in the forecast of additional funds needed for staffing, equipment, materials, and supplies; monitor, and control expenses; administer the approved budget.
  
• Recommend the appointment of staff; provide or coordinate staff training; conduct performance evaluations; recommend discipline; implement discipline procedures as directed; maintain discipline and high standards necessary for the efficient and professional operation of the Dispatch Unit.
  
• Provide direction and guidance to subordinate staff as they undertake staff development; identify and track training needs; initiate training programs and evaluate training activities.
  
• Ensure security of access to restricted telecommunications and computer terminals by means of orders, inspection, supervision, and discipline; as agency terminal coordinator, disseminate current law enforcement automated bulletins to system users (i.e., DOJ, CLETS, NCIC, etc.).
  
• Analyze and troubleshoot multiple communication systems; refer significant communication systems failures to the proper source of service; consult with vendors regarding communication services equipment and techniques; assist in systems analysis and make recommendations for efficiency.
  
• Provide training for supervisory staff in personnel management functions such as counseling, discipline, performance evaluation, and public relations; ensure that staff in the unit are trained in the systems and procedures related to the dispatch functions, including the operation of related systems and equipment; troubleshoot problems and respond to questions and inquiries from other Sheriff’s Office staff.
  
• Manage and maintain Peace Officer and Standards Training (P.O.S.T.) requirements for staff within the Dispatch Unit.
  
• Perform specialized research and analysis of Dispatch Unit data to assist in the legal defense of the County arising from emergency services; prepare statistical data and appear in court, when necessary.
  
• Build and maintain positive working relationships with co-workers, other County employees, vendors and the public using principles of good customer service.
  
• Represent the Placer County Dispatch Unit to outside agencies, vendors, and organizations; participate in outside community and professional groups and committees; provide technical assistance as necessary.
  
• Act as liaison with federal, state, and local governmental agencies regarding dispatch and emergency communication services matters; coordinate the operation of the Dispatch Unit with other user agencies and ensure proper compliance.
  
• Act as the Sheriff's Office CLETS Coordinator for the Department of Justice (DOJ), ensure agency compliance, and perform on-site audits, as necessary.
  
• Research and prepare technical and administrative reports; prepare written correspondence.
  
• Perform related duties as assigned.
  

WORKING CONDITIONS

Work is typically performed in an indoor dispatch center environment with controlled temperature conditions and varying noise levels and may require travel to and from locations in a variety of outdoor weather conditions. Position may require working on weekends, holidays, and odd or irregular hours and may be subject to emergency call-out as well as unusual and prolonged work schedules, and working multiple shifts during emergencies, critical incidents, or as required to meet service needs.

MINIMUM QUALIFICATIONS

Experience and Training

Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: Five (5) years of increasingly responsible law enforcement experience directly related to public safety dispatching, including two (2) years of supervisory responsibility.

Training: Equivalent to a bachelor’s degree from an accredited college or university with major course work in business administration, criminal justice or a related field.

Requirement License or Certificate:

• May need to possess a valid driver's license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.
• Successful completion of the P.O.S.T. certified Basic Dispatcher course; or the P.O.S.T. Basic Dispatcher course prior to appointment.
• Must maintain a valid CPR certificate.
• Successful completion of the P.O.S.T. Civilian or Sworn Supervisory course within twelve months of appointment.
• Successful completion of the CLETS Training Certificate (Train the Trainer) within twelve months of appointment.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Principles and practices of public safety administration including organization, budgeting, and human resource management of dispatch functions.
  
• Operations, terminology, regulations, services, and procedures used in emergency dispatch functions.
  
• Equipment, tools, and materials used in an automated public safety dispatch center.
  
• Principles and practices of leadership, motivation, team building and conflict resolution.
  
• Pertinent local, state, and federal rules, regulations, and laws.
  
• Modern office procedures, methods and computer equipment.
  
• Principles and practices of policy development.
  
• Principles and practices of organizational analysis and management
  
• Budgeting procedures and techniques.
  
• Principles and practices of supervision, training, and personnel management.
  
• Criminal justice procedures and record keeping.
  
• Correct English usage including spelling, grammar, and punctuation.
  

Ability to:

• On a continuous basis, know and understand all aspects of the job; collect, understand, analyze, interpret, recall, and explain information received from a variety of sources including policies, procedures, rules, work papers, and regulations; identify different voices and sounds on the radio and telephone; listen and interpret radio codes correctly and translate information to the public and law enforcement staff; know various locations and addresses; refer to multiple computer screens for messages and other relevant information; read maps quickly and accurately; receive information from the public and problem solve the situation; manage multiple tasks and projects simultaneously and quickly switch between tasks; focus on a single task for long periods of time; work with frequent interruptions and that includes various background noises such as telephones ringing, multiple frequency radio traffic, and general conversation; and decipher and differentiate various verbal and non-verbal auditory sounds and cues at variable intensities.
  
• On a continuous basis, sit at a desk or console for long periods of time. Intermittently walk, stand, bend, twist, squat, and reach to access office equipment; perform simple grasping and fine manipulation; speak, use a telephone, write, and use a keyboard to communicate; see and hear with sufficient acuity to perform essential job functions; lift light weight.
  
• Organize, implement, and direct the operations and activities of a public safety communications/dispatch center.
  
• Explain to the public how their concern will be handled.
  
• Organize and direct the operations of the Sheriff’s Dispatch Unit.
  
• Analyze budget and technical reports; prepare and administer the Dispatch Unit budget.
  
• Interpret and evaluate staff reports; know and enforce laws, regulations, and codes related to dispatch, public safety, and staff management.
  
• Select, supervise, train, motivate, and evaluate staff; observe performance and provide feedback to staff; administer progressive discipline or other corrective action as needed.
  
• Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
  
• Perform CLETS audits as mandated by the Department of Justice.
  
• Gain cooperation through discussion and persuasion.
  
• Understand the organization and operation of the County and of outside agencies as necessary to assume assigned responsibilities.
  
• Maintain an efficient, calm demeanor in handling adverse or emergency situations and direct others to do the same.
  
• Operate software and equipment associated with the dispatch functions including 911 (basic and advanced), telephone and radio, audio logger, emergency alert, computer-aided dispatch (CAD), Record Management (RMS), and case management (CMS) systems .
  
• Operate computerized keyboards and other related equipment at a speed necessary for successful job performance.
  
• Work assigned shift, including weekends, holidays, and odd or irregular hours, be subject to emergency call-out and work unusual and prolonged work schedules, work multiple shifts during emergencies, critical incidents, or as required to meet service needs.
  
• Communicate clearly and concisely, both verbally and in writing.
  
• Work with various cultural and ethnic groups in a tactful and efficient manner.
  
• Establish and maintain effective working relationships with those contacted in the course of work.
  

SELECTION PROCEDURE

Training & Experience Rating (100%)

Based upon responses to the supplemental questionnaire, the applicant’s education, training, and experience will be evaluated using a pre-determined formula. Scores from this evaluation will determine applicant ranking and placement on the eligible list.

MISCELLANEOUS INFORMATION

Length of Probation:

All permanent appointments to this classification shall serve a probationary period of twelve (12) calendar months or two thousand eighty (2,080) hours, whichever is more.

Bargaining Unit:

Management

FLSA Status:

Exempt

CONDITION OF EMPLOYMENT

Prior to the date of hire, applicants must undergo a fingerprint test by the Department of Justice, pass a medical examination (which may include a drug screening and possibly a psychological evaluation), sign a constitutional oath, and submit proof of U.S. citizenship or legal right to remain and work in the U.S. For some positions, applicants may also be required to submit proof of age, undergo a background investigation (which may include a voice stress analysis and/or a polygraph), and/or be bonded. Additionally, positions in law enforcement classifications and those supporting law enforcement functions will be required to complete a conviction history questionnaire prior to or during the interview process. Applicants for positions with access to Medi-Cal billing software or who are licensed providers must clear the Federal Exclusion List, credentialing, and social security verification. Failure to clear these requirements may result in an employment offer being withdrawn.

SUBSTITUTE LISTS

The eligible list resulting from this recruitment may be certified as a substitute list for a substantially similar classification. For this purpose, a substantially similar classification is one at a lower level in the same classification (example: entry level vs. journey level) and/or a similar classification (similar work performed, similar training and experience qualifications required). If you are contacted for an interview by a County department, you will be informed of the classification and other relevant information. If you choose not to interview for a substantially similar classification, you will remain on the eligible list for which you originally applied.

EMPLOYEES OF OTHER PUBLIC AGENCIES

Placer County offers an expedited process for qualifying certain applicants for interviews. Candidates currently employed, or employed within the last year, by a public agency operating under a personnel civil service or merit system may be eligible to be placed on a Public Agency Eligible List and certified as eligible for appointment to a similar job assignment without going through the examination process. For more information on the Public Agency Eligible List, to download forms, or to apply, please click here.

EQUAL OPPORTUNITY EMPLOYER

Thank you for your interest in employment with Placer County. Placer County is an equal opportunity employer and is committed to an active nondiscrimination program. It is the stated policy of Placer County that harassment, discrimination, and retaliation are prohibited and that all employees, applicants, agents, contractors, and interns/volunteers shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to recruitment, hiring, transfer, and promotion will be based on the qualifications of the individual for the positions being filled regardless of gender (including gender identity and expression), sexual orientation, race (including traits historically associated with race, including, but not limited to, hair texture and protective hairstyles such as braids, locks, and twists), color, ancestry, religion (including creed and belief), national origin, citizenship, physical disability (including HIV and AIDS), mental disability, medical condition (including cancer or genetic characteristics/information), age (40 or over), marital status, military and/or veteran status, sex (including parental status, pregnancy, childbirth, breastfeeding, and related medical conditions), reproductive health decision making, political orientation, or any other classification protected by federal, state, or local law. Please contact the Human Resources Department at least 5 working days before a scheduled examination if you require accommodation in the examination process. Medical disability verification may be required prior to accommodation.

Conclusion

For questions regarding this recruitment please email PCHRDSRFRecruit@Placer.ca.gov.

Closing Date/Time: 6/3/2024 5:00:00 PM

Salary:

$50.91 - $63.58/hour; $8,824.40 - $11,020.53/month; $105,892.80 - $132,246.40/year