Director Emergency Communication

Salary : $87,672.00 - $140,088.00 Annually
Location : Huntsville, AL
Job Type: Full-Time
Job Number: 2024-00046
Department: Fire 911 Communications
Opening Date: 02/22/2024
Closing Date: 3/22/2024 5:00 PM Central
Hiring Manager: Jennifer Mahan
Hiring Manager Contact Information: recruitingteam@madisoncountyal.gov
Position Overview
The Director of Emergency Communications directs, manages, supervises, and coordinates all CFD activities and operations and leads oversight and planning for the department. They responsibly allocate resource and implements management practices to optimize Emergency Communications and response. Work is performed under the supervision of the Madison County Administrator with extensive leeway granted to exercise independent judgment and initiative. The position supervises all Madison County Fire Department Communications employees, CFD's Lead Emergency Communications Specialists report directly to the Director. The incumbent must establish and maintain effective working relationships with Communications personnel, personnel from outside agencies, Madison County Administration, emergency response personnel, and the public.
Essential Duties and Responsibilities
(This list illustrates the various types of work performed; omission of specific duties does not exclude them from the position.)
Leadership

• Set organizations goals, expectations, and timelines;
• Continuously adapt expectations and processes to meet changing needs of 9-1-1 industry and Madison County demographics;
• Develop and maintain a positive workplace culture;
• Develop and implement emergent strategies to achieve operational excellence;
• Develop, revise, and implement department directives; recommend policies and procedures; ensure compliance with professional standards;
• Motivate, direct, and interact with staff;
• Use multiple methods to regularly communicate department information and changes with staff;
• Manage the CFD Communications budget; prepare budget reports; prepare annual communications budget; oversee the distribution of funds; ensure the budget does not exceed allocations;
• Ensure compliance with applicable local/state/federal/professional laws, rules, regulations, standards, policies, and procedures;
• Keep thorough records of all activities.

Personnel Management

• Promote practices and activities to support workplace diversity and a positive employee relations environment; coordinate with Madison County Human Resources Department or analyze and implement human resource and management policies and practices to increase employee retention, and improve employee selection practices;
• Plan, organize, direct, integrate, and evaluate the work of Communications staff; establish performance requirements and personal development targets; regularly monitor performance and provide coaching for improvement and development.
• Responsible for interviewing, hiring, position changes, and termination; recommend compensation changes or other rewards to recognize performance;
• Provide leadership and work with Communications Supervisors to develop highly competent, service-oriented staff through selection, compensation, training, and day-to-day management practices that support CFD's service and performance goals;
• Submit payroll and ensure timecard accuracy.

Operations

• Direct and manage all operational activities of CFD;
• Direct staff to perform required tasks; Assign additional duties and responsibilities;
• Continually assess operations and policy to ensure agreement with professional standards and applicable regulations;
• Work with assigned supervisors to develop, implement, and monitor operations activities to achieve department goals and performance levels;
• Ensure optimal staffing levels; Approve/deny leave requests, implement emergency staffing or assign overtime as needed;
• Perform as an Emergency Communications Specialist during staffing shortages and emergency events.

Program oversight

• Training: Oversee and direct certified training officers, update training plans, documents and manuals, ensure compliance with professional training standards and with current best practices; interact with trainees to evaluate program and CTO performance.
• Quality Assurance (QA): Oversee CFD's Quality Assurance and Improvement (QA/QI) team; perform quality assurance checks for general staff, audit QA team performance; post individual performance reports for staff awareness; initiate performance improvement plans;
• Wellness: Maintain awareness of best practices and processes such as Critical Incident Stress Management Peer Support, and resilience training; stay aware of potentially stressful incidents and offer recommendations or support.

Statistical reports

• Provide support and data in cooperative activities with other divisions and departments; prepare statistical reports;
• Oversee and disseminate call reports to Madison County Volunteer Fire Departments (VFDs) and stakeholders;
• Disseminate employee schedule statistics;
• Disseminate call taking statistics;
• Provide other statistics and prepare reports as needed or requested by County leadership.

Stakeholder management

• Coordinate with other public safety dispatch agencies during or after multi-agency events;
• Work with medical control to ensure optimal medical call processing;
• Fulfill information requests;
• Resolve problems or complaints;
• Recommend performance improvements or process changes to VFDs;
• Attend VFD Association meetings;
• Offer communications training and tours of the 9-1-1 Center as directed in policy.

Technical

• Ensure technical systems meet operational expectations;
• Follow up on technical tickets;
• Communicate with technical staff to solve problems and implement new systems;
• Stay current on new technologies and practices that will enhance and improve CFD operations.

Other

• Perform emergency or disaster-related duties as assigned;
• Perform other related duties consistent with classification role and function;
• Perform administrative paperwork;
• Participate in committee work;
• Attend conferences, conventions, and other educational meetings to stay abreast of industry best practices; and state, regional, and national trends in technology, policies, and procedures.

Education, Experience, and Qualifications
Interpersonal Communications
The Director represents Madison County, all interactions must be respectful and professional. Contacts are made both inside and outside the organization. Internal contacts include supervisory staff, administrative personnel, and support agencies. External contacts include outside vendors, governmental personnel, visitors, applicants, and citizens. Interactions typically focus on information exchange, receiving and giving of procedural changes, evaluation, and coaching. The Director will lead meetings with internal and external staff and must be an active participant in other business activities.
Education and Experience

• Bachelor's degree in business administration, Public Administration, or a related field (Masters' Degree preferred); and
• Considerable supervisory experience in an emergency dispatch environment; or
• Any combination of education, experience, special qualifications, and training that provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Knowledge, Skill, and Ability

• Knowledge
  • Knowledge of all Communications Center operations, activities, and technical systems;
  • Knowledge Telecommunications Device for the Deaf (TDD), CAD, pre-employment testing systems, and other related systems;
  • Knowledge of NG-9-1-1 system and related laws and regulations;
  • Knowledge of modern supervisory principles and practices;
  • Knowledge of CFD's emergency principles, practices, programs, goals, policies, protocols, and procedures related to the responsibilities of the position;
  • Knowledge of applicable International Academy of Emergency Dispatch programs, standards, and guidelines;
  • Knowledge of Madison County geography and jurisdictional boundaries;
  • Knowledge of Emergency Communications equipment;
  • Knowledge of criminal and civil law;
  • Knowledge of fiscal budgeting principles and practices;
  • Knowledge of statistical analysis and its application to organizational health;
  • Knowledge of wellness and resilience practices in 9-1-1;
  • Knowledge of quality assurance/quality improvement practices;
  • Knowledge of training adult learners, targeted curriculum development, and soft skills necessary for success;
  • Knowledge of organizational change management;
  • Knowledge of effective community and public relations methods and practices.

Abilities

• Ability to function with high degree of emotional intelligence;
• Ability to troubleshoot communications center equipment, including IP phone system, CAD, radios, consoles, and other related equipment;
• Ability to direct and oversee the activities of groups of employees;
• Ability to define issues, analyze problems, evaluate alternatives, and develop sound conclusions and recommendations in accordance with laws, regulations, rules, and policies;
• Ability to create clear, concise, comprehensive reports and other written documents;
• Ability to think, act, and speak clearly, quickly, and calmly in emergency situations;
• Ability to prioritize tasks according to level of need and importance;
• Ability to effectively communicate with persons who are faced with life-threatening situations;
• Ability to answer multi-line telephones, including 9-1-1 lines and radio traffic simultaneously;
• Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
• Ability to communicate with, coach, and mentor subordinate staff;
• Ability to lead objectively, focused on County and CFD mission and goals;
• Ability to establish and maintain working relationships with employees, outside agencies, administrative personnel, and the public;
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.

Skills

• Exceptional time management, interpersonal skills;
• Project management skills;
• Strong oral and written communication skills;
• Strong leadership skills.

Other Requirements
Working Conditions

• Office environment;
• Extremely busy environment with constant interruptions;
• Available by phone and/or email 24/7 unless appointing a designated representative;
• Occasional travel to conferences outside Madison County, AL.

Physical Requirements

• Exert up to 30 pounds of force occasionally, and/or up to 10 pounds of force to move objects; may be required to stand, walk, climb, balance, stoop, kneel, crouch, or crawl;
• Dexterity of hands and fingers to operate standard office equipment, including a computer keyboard, mouse, and hand-held radio; extend hands or arms in any direction;
• Sedentary for periods of time up to 90% of time worked;
• Adequate hearing and visual acuity to successfully perform the essential job requirements;
• Ability to make rational decisions through sound logic and deductive processes;
• Ability to speak and comprehend English coherently to exchange information in person and on the telephone or radio.

Certifications or Licenses Required

• Emergency Medical, Fire, and Police Dispatch Quality Assurance Certification;
• Emergency Number Professional, Registered Public Leader, and/or Certified Public Safety Executive preferred;
• T- CPR Certification;
• Valid Driver's License.

To be considered for this position, all applicants must complete the employment application in full.
Madison County is an Equal Employment Opportunity Employer that encourages applicants from diverse backgrounds to apply. Madison County is a drug-free workplace and conducts drug and alcohol testing.
A comprehensive set of benefits is offered for all full-time employees. No benefits are offered to part-time or seasonal employees. Please consult with the Human Resources Department for a full list of benefits.
Madison County periodically reviews and when fiscally able, adjusts salary rates and our benefits package to remain competitive in our area.
Benefits Summary
Healthcare Insurance: Blue Cross of Alabama is administered through the Local Government Health Insurance Plan (LGHIP).
Coverage Type Employee'sPremium County's Contribution
Single Coverage Bi-weekly Premium $ 61.00 $ 243.00
Family Coverage Bi-weekly Premium $ 148.50 $ 593.00
Dental Coverage: Dental coverage is included with LGHIP through Blue Cross and Blue Shield of Alabama. LGHIP manages dental costs and provides enhanced dental benefits using negotiated discounts with in-network dentists. To locate in-network dentists go to www.bcbsal.com. Assuming the services are covered you will normally only be responsible for out of pocket.
Life Insurance: Madison County provides $25,000 in life, $25,000 in accidental death and dismemberment and $25,000 line of duty insurance to eligible employees in certified positions.
Employee Retirement Plans: Employees are required ...