TARRANT COUNTY DISTRICT Job Description Position Title: Director of Support Services

Transcription

1 TARRANT COUNTY DISTRICT Job Description Position Title: Director of Support Services FLSA STATUS: EXEMPT DEPARTMENT: Admin. LOCATION: Tarrant County Office REPORTS TO: Executive Director DATE PREPARED: November 2018 APPROVED BY: Shinar Haynes, Executive Director DATE: 8/14/2018 ESSENTIAL FUNCTIONS: The Director of Support Services (DSS) is a member of the Executive Management Team and serves as the chief operating officer responsible for the design and successful operation of administrative and service processes supporting emergency communications for the Tarrant County District (TC9-1-1). The Director leads a staff of 6 full time personnel providing program oversight, of training, curriculum and support services for the District s Operator Training Program. The Director has oversight of the Public Education and Public Information Coordinator, the Finance Manager, the Training and Development Coordinator, Lead Trainer, and the Operations Support Specialist. The Director will also have oversight of the Telephony Analyst verify proper billing, routing, and statistical data output for calls. The Director reports to the Executive Director and is responsible for planning and budget recommendations to the Executive Director and for administration and management of budget allocations for the support service functions. Contingency planning, Continuation of Operations (COOP) and equipment maintenance and trouble reporting are assigned to the Director s area of oversight. This position serves on state and national industry standards committees, participates in state and national professional organizations and acts as the point of contact (POC) for the Government Emergency Telecommunications Service (GETS), and Wireless Priority Service (WPS). POSITION REQUIREMENTS: Serve on the agency s Executive Management Team, coordinate with other members of the Management Team and interact with executive level peers in like organizations and political jurisdictions. Direct and supervise all employees assigned to the Support Services Group. Assist in planning activities for business processes and technological design of networks and overall service arrangements. Develop business processes, project plans, problem mitigation strategies, technology configurations, timelines, schedules, training curriculum, staff 1

2 assignments, and special projects Coordinate activities between the various operational disciplines of the Operations Group and the Support Services where applicable Set goals and objectives for coordinators and managers of the Support Services and coordinate activities between the division managers to achieve cohesive and comprehensive long term and short term operational strategies spanning all phases of communications, services and technology development and deployment Conduct personnel related activities including hiring processes, quarterly and annual review of personnel, performance improvement, and staff development. Review budget requests and prepare annual department budget for submission to the Executive Director. Administer budget expenditures including purchase approval for budgeted items. Review, monitor and direct quality assurance activities aimed at maintaining a high level of service quality to member jurisdictions and the public. Respond to day-to-day management issues including escalation of PSAP and vendor issues. Approve training curriculum, staff reports and instructor contracts Develop and monitor operating procedures for the Support Services Group. Interact with other authorities, governmental jurisdictions, regulatory agencies, state and national professional organizations and stakeholder committees. Participate in multi-jurisdictional planning Promote positive relationships with stake holders and interact with citizens and customers Manage projects including high tech acquisitions, purchases and inventory management in cooperation with the Finance Manager. Oversee other project management activities within the Support Services Group. Cause and oversee annual contingency plan reviews Maintain staff Continuation of Operations Plan and oversee staff training and simulation exercises Perform other duties as assigned by the Executive Director. 2

3 REQUIRED KNOWLEDGE AND SKILLS: Broad based in-depth knowledge of all aspects including operating environments, technology, PSAPs, standards, network configurations, database, call routing and delivery, interactions, mitigation strategies, wireless call delivery, emerging technology, personnel and training requirements. Broad based knowledge of public safety and telecommunications industry issues, including PSAP operations, service response, and public safety communications in general including radio and CAD systems. Thorough understanding of telecommunications networks and technology that support legacy systems as well as knowledge of Next Generation path planning and standards. Knowledge and experience with budget preparation and administration including inventory control and acquisition laws and processes. Thorough understanding of governmental jurisdictions, authorities and interactions in the State of Texas and at the Federal level including inter-jurisdictional coordination in Texas. Knowledge and experience with technical and operational standards for public safety and applications. Process, project, fiduciary and personnel management skills Ability to coordinate activities between varied technical disciplines and promote cohesive, cooperative and comprehensive approaches to program and project management. Ability to deliver clear and convincing presentations that foster an exchange of ideas and open communication. Demonstrate and provide modeling of professional leadership to individuals and groups at all levels, both within and external to the organization. Clearly understand industry policies and procedures and their applicability to the organization. Proficient in the use of general office computer software programs including, but not limited to Microsoft Office Software Suite. 3

4 EDUCATION AND EXPERIENCE BA/BS degree with a major in Business, Education, Public Administration, Engineering, or equivalent experience/credentials At least ten years of experience in public-safety communications or private industry telecommunications, or a combination of both with at least four years of senior leadership experience supervising management level staff. At least two years experience with Communications Center Management, public safety technical systems management, or communications center supervision Experience with public safety training, instruction, certification and curriculum Technical and industry credentials including PMP, CMCP, RPL, and/or CPE preferred Masters Degree and background in public safety, public administration, or business administration is preferred. A combination of education and experience will be considered and the chosen candidate will be expected to complete the APCO CPE certification within 18 months of hire. CORE COMPETENCIES 1. Responsive Customer Service Balancing interests of a variety of clients, readily readjusts priorities to respond to pressing and changing client demands. Anticipates and meets the need of clients; achieves quality end products; is committed to continuous improvement of services. Listens, understands and meets customer (both internal and external expectations in timely manner. 2. Integrity/Honesty Instills mutual trust and confidence; creates a culture that fosters high standards of ethics; behaves in a fair and ethical manner toward others, and demonstrates a sense of corporate responsibility and commitment to public service. Truthful, trustworthy, ethical and honest. 3. Performance Excellence Creates and sustains an organizational culture which encourages others to provide superior levels of consistent high quality of service essential to high performance. Enables others to acquire the tools and support they need to perform well. Shows a commitment to public service. Influences others to a spirit of service and meaningful contributions to mission accomplishment. High ethics and standards, service oriented and walks the talk. 4. Effective Communications Makes clear and convincing oral presentations to individuals or groups; Expresses facts and ideas in writing in a clear, convincing and organized manner and listens effectively and clarifies information as needed; facilitates an open exchange of ideas and fosters an atmosphere of open communication. 5. Accountability Assures that effective controls are developed and maintained to ensure the integrity of the organization. Holds self and others accountable for rules and responsibilities. Can be relied upon to ensure that projects within areas of specific responsibility are completed in a timely manner and within budget. Monitors and evaluates plans; focuses on results and measuring attainment of 4

5 outcomes. Responsible, timely, has high integrity, has developed effective controls, reliable and is personally invested. 6. Fiduciary Responsibility -Demonstrates broad understanding of principles of financial management and marketing expertise necessary to ensure appropriate funding levels. Prepares, justifies, and/or administers the budget for the program area; uses cost-benefit thinking to set priorities; monitors expenditures in support of programs and policies. Identifies cost-effective approaches. Manages procurement and contracting. Steward of others resources, has cost benefit mindset, develops realistic financial planning goals and asset controls. 7. Technical Credibility Understands and appropriately applies procedures, requirements, regulations, and policies related to specialized expertise. Is able to make sound hiring and capital resource decisions and to address training and development needs. Understands linkages between administrative competencies and mission needs. Understands subject matter, initiates developmental controls and specialized expertise. 8. Creativity Develops new insights into situations and applies innovative solutions to make organizational improvements; creates a work environment that encourages creative thinking and innovation; designs and implements new or cutting-edge programs/processes. Innovative, cutting edge, flexible, effective solutions, adaptive problem solving FUNCTIONAL COMPETENCIES 1. Resilience Deals effectively with pressure; maintains focus and intensity and remains optimistic and persistent, even under adversity. Recovers quickly from setbacks. Effectively balances personal life and work. 2. Decisiveness Exercises good judgment by making sound and well informed decisions; perceives the impact and implications of decisions; makes effective and timely decisions; even when data is limited or solutions produce unpleasant consequences; is proactive and achievement oriented. 3. Team Work Encourages and facilitates cooperation with the organization and with customer group; fosters commitment, team spirit, pride, and trust. Develops leadership in others through coaching, mentoring, rewarding, and guiding employees. Actively participates in healthy debate and discussion sharing personal points of view and rational for individual thinking; once decision has been made only supports and owns the majority decision as if it were your own; doesn t undermine or second guess majority decisions after the fact. 4. Problem Solving Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. 5. Strategic Thinking Formulates effective strategies consistent with the business and competitive strategy of the organization in a global economy. Examines policy issues and strategic planning with a long-term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities. 5

6 TARRANT COUNTY DISTRICT Employment Application Tarrant County District is an equal opportunity employer and makes employment decision without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, veteran status or disability. All questions on this application are solely directed toward determining applicant qualifications for specific job requirements and no question is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law APPLICANT INFORMATION Last Name First M.I. Date Street Apartment/Unit # City State ZIP Date Available Desired Salary Position Applied for POSITION REQUIREMENTS Are you a citizen of the United States? YES NO If no, are you authorized to work in the U.S.? YES NO Have you ever been denied Security Clearance based on a background check? YES NO If yes, explain Have you ever been convicted of a felony? YES NO If yes, explain Are you able to work flexible hours based on service needs? Can you provide your own vehicle for transportation to and from job assignments? YES NO If no, explain YES NO If no, explain Do you have a valid Driver s License? YES NO State Driver s License Number Education High School (Additional educational information should be added on a separate page) From To Did you graduate? YES NO Degree College From To Did you graduate? YES NO Degree Other From To Did you graduate? YES NO Degree APPLICABLE CERTIFICATIONS AND PROFESSIONAL CREDENTIALS Please list all applicable certifications, licenses, or other professional acknowledgements

7 REFERENCES Please list three professional references. Full Name Relationship Full Name Relationship Full Name Relationship PREVIOUS EMPLOYMENT (LIST MOST RECENT FIRST) Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Supervisor Job Title Starting Salary $ Ending Salary $ Responsibilities From To Reason for Leaving Additional previous employment should be added on a separate page.

8 MILITARY SERVICE Branch From To Rank at Discharge Duties Performed DISCLAIMER AND SIGNATURE I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment I understand that there is no specified length of employment and that this application does not constitute an agreement or contract for employment. I further understand that false or misleading information in my application or interview may result in my release. I understand that Tarrant County requires a drug free workplace and I consent to compliance with this policy as a condition of employment. I understand that, if a conditional offer of employment is extended, a full criminal history check based on finger print comparison will be completed and any offer of permanent employment is contingent upon confirmation by the CJIS Division of the Texas Department of Public Safety of my eligibility to work in secure areas where sensitive criminal justice information is processed. Signature Date

9 APPLICANT AUTHORIZATION FOR REFERENCE CHECK RELEASE: I voluntarily consent to authorize Tarrant County District or any of its officers, employees, or agents to check my references by contacting any person or entity whom they deem to be appropriate. I understand that questions may be asked about my educational background, work experience, achievements, wage history, performance, attendance, personal history, character, personality, disciplinary information and reason for separation from former employment. I authorize persons, schools, my current employer if applicable, and previous employers and organizations contacted by Tarrant county District to provide any relevant information regarding my current or previous employment and I release all persons, schools and/or employers of any and all claims for providing such information. It is expressly understood that any information given is to be used for the purpose of determining my acceptability for employment with Tarrant County District. I understand that misrepresentation or omission of facts may result in rejection of my application, or if hired, discipline up to and including dismissal. Should I be extended a conditional offer of employment, I agree to submit to a fingerprint comparison of state and national Criminal History files for determination by the CJIS Division of the Texas Department of Public Safety of my eligibility to work in secure areas where sensitive criminal justice information is processed. I also hereby release Tarrant Count District from all liability for damages or claims including but not limited to, defamation, interference with contract, and negligence which may arise or result from any reference information gathered pursuant to this authorization. Applicants Name: Applicant s Signature: Date of Authorization: