City of Brandon Job Description Emergency Communications

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1 City of Brandon Job Description Job Title: Manager of Emergency Communications Division: Corporate Services Department: Emergency Communications Section: E911 Affiliation: OOS Reports To: Director of Emergency Communications Status: Permanent Pay Grade: 6 Level Cap: 8 PURPOSE OF POSITION Under the general direction of the Director of Emergency Communications, the incumbent is responsible for managing the day-to-day operations of the Emergency Communications Centre, and to ensure the seamless delivery of services to clients and external agencies. TYPICAL DUTIES AND RESPONSIBILITIES Service Delivery: Ensures that the department is prepared and equipped on a day-to-day basis to deliver 24/7 services to clients and external agencies; Provides leadership, support, and direction to staff, to ensure service delivery is maintained at acceptable standards; Demonstrates an understanding of duties performed by Shift Supervisors and Dispatchers, and is able to address issues, and/or be able to guide and direct activities; Laisses with clients and external agencies to address gaps in service delivery; Laisses with the City of Brandon Information Technology department, and other external technology providers, to be able to explain, troubleshoot, or help solve technology related issues. Establishes efficient work systems and procedures, while finding ways to reduce risks for both clients and the department; Ensures there are adequate contingency and emergency plans in place to maintain uninterrupted delivery of department services; Assists the Director of Emergency Communications in developing yearly and long range plans for the continued delivery of contracted services; Able to perform the functions of the Director of Emergency Communications when required in an acting capacity; November 14, 2017 Manager of Emergency Communications Page 1

2 Management of staff: Manages four Shift Supervisors, and the Quality Assurance/Training Coordinator; Assists with the recruitment and onboarding of new hires; Guides staff to understand and be committed to the effective delivery of the department s services; Motivates and inspires staff to achieve departmental goals and objectives; Helps others to build and maintain positive, healthy, and harmonious relationships with their peers; Performs coaching, or discipline of staff as required; Understands, supports, and when necessary, communicates to staff, City of Brandon initiatives, policies, and procedures; Ensures department employees adhere to collective agreements, Federal/Provincial legislation, policies and procedures; Maintains staff records, including, but not limited to training records, performance appraisals, records of discussion, attendance records, staff change notices, etc.; Communications: Ensures there is an internal communication system among shifts so staff are kept upto-date with initiatives and directives; Ensures that communication and coordination is occurring between the Shift Supervisors, the Quality Assurance / Training Coordinator, and the Director of Emergency Communications; Laisses with clients and external agencies to ensure they are up to date on activities which affect their operations; Laisses with other Public Safety Answering Points (PSAP s) to understand activities taking place, as well as the necessary interactions that are required of the Brandon PSAP. Ensures there is a program of public information related to Emergency Communications; Responsible for the preparation of data, reports, agreements, and other technical documents for submission to the, Director, General Manager as well as City Council if needed; Training and Quality Assurance: Ensures the training program for new hires adequately prepares recruits to be able to meet appropriate standards for service delivery; Ensures the Quality Assurance Program outlines acceptable standards for service delivery, and adequately addresses deviations from such; Ensures General Operating Guidelines (GOG s) are developed, maintained, and appropriately guide the department towards meeting acceptable standards for service delivery; Coordinates the annual FLEX training schedule; Maintains a personal program of professional development, which allows the Manager of Emergency Communications to maintain their skills, knowledge, and abilities at a recognized level; November 14, 2017 Manager of Emergency Communications Page 2

3 Administration: Manages the coordination of activities required to perform services for external agencies. Administers annual service contracts for all external agencies. Maintains all record keeping for external agencies; Laisses with other City departments such as Purchasing, Finance, or Human Resources, for assistance with departmental tasks; Administers clerical and administrative duties when required; Responsible for smaller scale purchasing activities, Accounts Payable processing, and Accounts Receivable processing; Responsible for the safe-keeping, security, and administration of all department assets, property, and records. Assists the Director of Emergency Communications in preparing annual operating and capital budgets; Performs other related duties as assigned or required. This description is not intended to limit the assignment of work or be construed as a complete list of the many duties to be performed by the incumbent. POSITION QUALIFICATIONS SKILLS Proficient communication skills, including the ability to articulate concepts and ideas verbally. Must be able to write clearly, concisely, and accurately; Strong interpersonal skills, must be able to build relationships with a wide variety of individuals and organizations; Excellent leadership, management, and coaching skills and able to effectively influence others, and to be an agent for change; Demonstrate analysis and evaluation abilities, as well as the ability to make effective decisions under pressure; Create a work environment that is open to maintaining positive relationships; Proficient use of computer equipment, including, MS Office, MS Word, & MS Excel; KNOWLEDGE A working knowledge of modern dispatching techniques and tactics; Knowledge of modern management and administrative methods required for the operation of a large volume call center; Knowledge of modern principles, practices, and techniques in motivating employees, and building successful organizations and working teams; General understanding of continuous improvement, and/or the basic principles of efficient service delivery; November 14, 2017 Manager of Emergency Communications Page 3

4 ABILITIES Ability to maintain a Manitoba Class 5 Driver s Licence; Ability to thrive, and to be able to make sound judgments under stressful situations; Ability to generate excitement, enthusiasm, and commitment for the department vision; Ability to motivate and maintain good morale among employees; Ability to empower individuals and teams to set and accomplish goals with objectives; EDUCATION Grade 12, G.E.D., or Mature High School Diploma; Post secondary Degree or Diploma, in a management, or administrative field; EXPERIENCE Minimum of five (5) years in a progressive leadership position; The qualifications are not intended to limit the opportunities for interested candidates but provide the candidates with an understanding of the level of expertise required in this position. November, 2017 Manager of Emergency Communications Page 4

5 WORK CONDITIONS PHYSICAL CONDITIONS The duties of the Manager of Emergency Communications are carried out primarily in an office environment: Sits at a desk using keyboard and office equipment (daily); Uses hands, arms, shoulders (daily); Stands, walks, operates motor vehicle (daily); On site presence (daily); Presents to large and small groups (occasionally); PSYCHOLOGICAL/STRESS CONDITIONS The Manager of Emergency Communications work load and environment may affect employee emotional or stress levels: Encounters demanding issues involving employees or clients (daily); Deals with conflicting deadlines and timetables (frequently); Deals with opposition or resistance to change (frequently); Mediates issues involving employees and/or union groups (frequently); WORK CONDITION The Manager of Emergency Communications works independently and as part of a team. Works collaboratively with the Supervisory and Management teams (daily); Works in a shared and consultative manner with other City of Brandon departments (daily); Must be self motivated and able to perform independently (daily); Will be required to be available outside of normal working hours (frequently); Reports to the Director of Emergency Communications; The conditions described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Department Head: Human Resources: Date: November, 2017 Manager of Emergency Communications Page 5

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