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Position Summary: Administrative, operational, and supervisory work related to the emergency communications systems and personnel. The Operations Administrator serves as Department Head of the Public Safety Communications Department (Communications) and reports to the Fire Chief and Police Chief. Subject to provisions in the Manual sections covering Policies and Procedures, the Operations Administrators primary functions are to manage Communications civilian staff, manage Communications budget, maintain proper staffing levels, train and schedule Emergency Medical Dispatch, 911 Emergency Dispatch Services, oversee District 6 Communications, monitor and enforce Communications compliance, fire and police rules, regulations and policy as it relates to communications.
Principal Responsibilities:
1. Administrative, operational, and supervisory responsibilities relative to the Communications Department and Communications Staff.
2. Plans, assigns, supervises and evaluates the performance of staff, specific to, call handling, receiving and transmitting routine and emergency calls, ensuring that proper procedure, including Emergency Medical Dispatch Protocol is followed and evaluation of information to determine accurate jurisdiction and equipment is dispatched when necessary for both Police and Fire Services.
3. Manages and oversees the Communications department budgeting process and implementation; budget forecasts; alerts Police and Fire Chief of problems detected in budget related to planned programs, projects, and expenditures.
4. Responsible for the new hire process including recruiting/interviews/evaluation/selection and along with Police and Fire Chief the hiring of qualified candidate(s).
5. Scheduling of Communications staff and other civilian personnel; to include daily work schedules, vacations requests process and approval, shift substitutions, and outside training courses.
6. Ensures all Communications staff maintain State Certification, as it relates to Telecommunicator Training, State 911 Compliance, and continuing education.
7. Monitors and manages Fire Alarm Monitoring (Digitize System), ensures it is in working order, repairs, and reports issues to fire alarm company (RB Allen), maintains supplies, and reports/works with to Fire Prevention any problem alarm accounts.
8. Responsible for the Reverse Calling Public Notifications System, (RAVE) employee training and set up, and ensure all policies and procedures adhered to. Manages emergency information, submitted by the public, such as 9-1-1 Disability Indicator Forms, and Smart 9-1-1, and public education on both.
9. Responsible for IamResponding and FSATS operation and training, employee set up and use compliance.
10. Responsible for grant research, application preparation, submissions, and tracking.
11. Readily responds to questions from civilian employees regarding their duties and responsibilities.
12. Must be thoroughly familiar with and able to understand Collective Bargaining Agreements, related to Communications staff.
13. Observes, on a regular basis, the appearance, efficiency, initiative, and capability of all civilian personnel and advises, counsels and motivates, implements discipline, as indicated by policy and collective bargaining agreements; provides staff development; and maintains high standards necessary for efficient, professional operations.
14. Builds and maintains respectful, positive working relationships with and amongst staff, supervisors, outside agencies, and the public using principals of excellent customer service; while maintaining discipline and morale; and provides effective conflict resolution, as needed.
15. Models appropriate professional supervisory conduct and maintains appropriate confidentiality of sensitive information; complies with and supports policy and procedures.
16. Prepares technical reports; documents policies and procedures; performs research and recommends and writes policy and procedure and/or changes and modifications when advisable.
17. Reviews, updates, and documents all procedural changes and current legal operations information affecting emergency and non-emergency communications, police, and fire services, and notifies and reviews with communications staff. Provides team leadership for public safety related technological projects, changes and new equipment implementation plans.
18. Provides technical assistance and coordination for presentations before various groups, including the Select Board, Town Manager, commissions, boards, committees, task forces, and on and off-site public meetings, as needed.
19. Answers questions: provides information, as permitted, to the public, other departments; and other agencies; recommends, coordinates, and implements corrective actions; investigates; reports, documents, and resolves complaints.
20. Attends meetings and training; interacts with outside agencies and commissions; participates in teams, or committees, as needed.
21. The Operations Administrator exercises considerable independence and judgment. Flexibility with work hours as needed to meet the needs of the department with the preapproval of the Police Chief and Fire Chief.
22. Works with Administrative staff, including but not limited to, the Chief of Police, Chief of Fire, and Town Management staff, dealing with various types of strictly confidential issues and/or material.
23. Responsible for maintaining all Federal Communications Commission licenses, including renewals, to ensure department compliance with federal regulations.
24. Serves as CJIS Representative for the Police Department and oversees and performs audits and monthly records validations as required by CJIS/NCIC FBI Security Policy. To include all entries for stolen items, missing persons, wanted persona and criminal history, and compliance of FBI Security Policy.
25. Serves as Liaison to both Westford Police and Fire Department as it relates to communications issues, (policy, technical and personnel.)
26. Serves as Emergency Services and 9-1-1 Municipal Coordinator for the Town of Westford, and liaison to Westford Building Department regarding street naming and numbering throughout the Town.
27. Serves as Police and Fire Department’s liaison with the Police Amateur Radio Team (P.A.R.T.), involving emergency communications via the ham radio system.
28. Responsible for ensuring all equipment is in working order and or reported to appropriate company for repairs and Chiefs. Serves as liaison to public safety equipment and repair vendors and technicians.
29. Inventories, registers, assigns, programs, and/or performs or coordinates repairs for specialized public safety communications equipment which may include, but not be limited to, laptop computers, and portable radios.
30. Assigned as department contact with vendors for radio, telephone, and other means of communications.
31. Responsible for maintaining building and alarm files, building and grounds security system, including video monitoring and recordings, card key access systems, access cards and fobs, and Communications staff and civilian Police staff ID’s.
32. Manages, creates, and submits Police Officer ID’s to the State of Massachusetts for processing.
33. Assigned as computer system (IMC) manager for police and fire department in-house system, assigns permissions and logins for public safety software for all users. Maintains and updates code tables, and other administrative functions and management of the department (IMC) computer system.
34. Trouble-shoots and diagnoses repair and maintenance needed for dispatch center communication equipment and makes necessary recommendations for correction.
35. Responsible for the maintenance management, of audio recordings and equipment. Responsible for all duplication and tracking of audio recordings as required for court, public requests, and dissemination; and other department investigation as authorized by the Chief of Police, and Fire Chief.
36. Maintains various logs, indexes, records and prepares special reports as needed.
37. Oversees and provides technical support to Police Records Department staff on matters related to data entry, Criminal Offender Record Information, public records queries and dissemination, sex offender registry, Crime Analysis, CJIS support, firearms licensing, Fire Services, accounts payable/receivable, and payroll functions.
38. Advises and directs other civilian personnel at the police department, as needed.
39. Able to perform all duties as designated and defined for Public Safety Telecommunicator (see Telecommunicator job description for details).
40. Performs such other duties related to the operations of the Communications Department, as directed by the Chief of Police and/or Fire Chief.
Required Experience, Skills, Knowledge and Abilities: Minimum 5 years of experience in Public Safety Emergency Communications (Police, Fire and EMS) of which at least 2 must be supervisory. Must possess excellent personal relations and communications skills, budgeting and personnel management experience, and familiarity with radio operation and equipment, office equipment, be proficient in Microsoft Office, including Excel, and Computer Automated Dispatch Software.
Education, Training, Special Licensure/Certification Requirements: Minimum of a high school diploma or GED required, Bachelor’s degree preferred. Must have a valid driver’s license. Must be able to obtain and maintain certifications, including Emergency 9-1-1 Operator Certification, CJIS Operator Certification, Basic Emergency Telecommunications and/or Emergency Medical Dispatch certification, and CPR Certification. Ability to work under a strict confidential environment.
Contacts (boards & committees, vendors, general public, etc.): Communicates with the Town Manager, Chief of Police, Fire Chief, IT Director, Building Department, and other town departments, boards, committees, vendors, and the general public.
Supervisory Responsibility (Include Positions Supervised): Oversees work of Public Safety Telecommunicators.
Responsibility for Operating Budget: Yes
Summary of Occupational Exposures: Average physical effort required to perform duties. Ability to operate a computer and view a computer screen for extended periods of time. Ability to see, hear, talk, walk, sit, bend, reach and grasp. Video display terminals, calculators, telephones, office machines and personal computers. Radio Frequency Exposure.
Environment: Inside: 99.5% Outside: .5%
