Operations Manager

Description

Waukesha County is seeking a talented leader to serve as Operations Manager for Waukesha County Communications within the Department of Emergency Preparedness. This position oversees 7 Communication Center Supervisors and is responsible for the overall operations of our consolidated emergency telecommunications operations center. Our ideal candidate will be an experienced leader with excellent interpersonal and talent development skills. We are looking for someone that personifies the WCC core values of: Family, Integrity, Respect, Responsibility, Service and Trust.
About WCCThe WCC is a consolidated emergency telecommunications center that dispatches first responders and handles radio communications for 19 police departments and 18 fire departments. In 2020, our center received 235,273 phone calls of which 79,564 were 911 cellular and landline called (average answering time of 4.8 seconds). 155,596 of those calls were non-emergency/administrative calls.
About Waukesha County
Waukesha County prides itself on operating in a business-like manner and is recognized as a leader delivering high quality services with competence and skill. With our vision of "Leading the Way", we value teamwork and collaboration, ethics and diversity, communication, efficiency and cost savings, innovation, and the well-being of our staff and the citizens we serve. Employees are provided professional development opportunities and encouragement to learn and practice continuous improvement and LEAN principles as we regularly ask ourselves "Is there a better way?"

Rewards & Recognition
In addition to a comprehensive compensation and benefits package including health-dental-vision-life insurance, generous paid time off, participation in the Wisconsin Retirement System, among many other benefits, employees are recognized and valued through a pay-for-performance system. Employee well-being is promoted through a balanced work-life culture and through an exceptional employee wellness program that offers a variety of programs and tools to help promote an employee's wellness and health, including an on-site health & wellness clinic.

Anticipated starting salary placement between $85,218 and $103,958 dependent upon qualifications and experience directly related to the work. Full salary range is $85,218 to $122,699. Successful candidate will be eligible for performance based merit increases and non-base performance awards.

Location
Located in the City of Waukesha, our office provides an on-site fitness center, free parking, and easy access to interstate highway systems. Waukesha County offers a perfect blend of urban and rural living where one can enjoy the benefits of quiet rural lake communities or opt for nearby attractions that the greater Milwaukee area offers including vast beach and park systems, public markets, performing arts, music festivals, and sports including the Milwaukee Brewers and Milwaukee Bucks.

Example of Duties

Under direction, to supervise, plan, organize, coordinate, and manage the functions within the consolidated emergency telecommunications operations center; to serve as the training coordinator for the center; and to perform other duties as required.

• Responsible for the operation of the communication center including the investigation and evaluation of system complaints from communities and the public, development of recommendations for solutions when necessary to ensure the quality, reliability, and timeliness of services provided.
• Manages a team of shift supervisors who have first line supervisory responsibility over telecommunicators, including planning, assigning, reviewing and evaluating their work and handling personnel issues of the staff.
• Establishes, reviews, revises, and administers proper work methods, policies, procedures, and schedules to ensure effective and efficient operations.
• Assists in the development and monitoring of the communication center budget.
• Monitors periodic performance testing of electronic and mechanical equipment; coordinates purchase of, repair to, and modifications of communications center equipment; assists in planning for growth expansion.
• Sets expectations of quality service delivery and customer satisfaction, and then follows through with proactive performance management, training programs, team building, and application of available technology and industry best practices.
• Represents the department to local governments and private entities, works with various committees, officials, agencies, and the general public; and furnishes information regarding the operation of the dispatch functions.
• Develops and implements policies and procedures related to the dispatching of police, fire, and emergency medical services.
• Directs, researches, plans, develops, coordinates, and may present the initial and in-service training for the communication center staff.
• Researches, negotiates, coordinates and monitors contracted services to provide employee training; incorporates this training into the overall curriculum.
• Develops orientation and training sessions for agency partners including law enforcement, fire, and emergency medical service personnel.
• Conducts formal and informal needs assessments to improve center function; evaluates and modifies the training programs completed by the emergency communications center personnel.
• Develops and implements performance standards, training evaluation process and tools.
• Monitors federal and state statutes and regulations related to public safety dispatch operations and recommends changes as necessary.
• Establishes and maintains effective working relations with staff, vendors, dispatch user groups, and the general public.
• In certain situations, may answer incoming emergency and non-emergency phone calls using the computerized equipment and may dispatch and communicate to field units by radio, phone, and CAD.
• Performs other duties as required.

QUALIFICATIONS

Essential Knowledge and Abilities

• Thorough knowledge of department and standard operating procedures for law enforcement, fire service, and emergency medical communications center, including the operation and capabilities of radio, telephone, and other radio, telephone and data equipment.
• Thorough knowledge of the capabilities and uses of computer aided dispatch system databases and interfaces.
• Thorough knowledge of Federal Communications Commission rules and regulations.
• Comprehensive knowledge of the modern principles and practices used in the development and presentation of employee training including initial and in-service training and education, adult learning theory and curriculum development.
• Comprehensive knowledge of administrative, managerial, and supervisory principles and practices including budgeting, planning, program evaluation, and employee supervision in an emergency communications center environment.
• Considerable knowledge of the principles, practices, and techniques of negotiating and conflict resolution, leadership, communication skills and group dynamics.
• Ability to plan, organize, and effectively present ideas, concepts, and recommendations.
• Ability to utilize word processing, database, Internet, and spreadsheet programs.
• Ability to read, write and speak English fluently; speak clearly; hear and understand radio, telephone and verbal communications.
• Ability to effectively supervise, assign, train, coordinate, and evaluate the work of supervisor and line staff; and to handle any personnel concerns of the staff.
• Ability to respond to emergency situations and work a varied and flexible schedule.
• Ability to maintain accurate records and to communicate effectively both orally and in writing.
• Ability to establish and maintain effective working and public relations.
• Ability to research, develop and present training programs and materials and other learning activities.

Minimum Qualifications

You must meet these minimum Training and Experience requirements:

• Graduation from a recognized college or university with a bachelor's degree in criminal justice, public administration, business administration, police science, public safety communications, communication or a closely related field.
• Three years of work experience in a public safety communications environment or a closely related field, with one of the years as a supervisor.
• Additional work experience in a public safety communications environment or a closely related field may substitute on a year for year basis for the post high school education requirement.

Supplemental Information

Please include a cover letter and resume, but not in lieu of your fully completed application.

Preferred candidates will possess the following:

• Master's Degree in Public Administration or similar field of study.
• Five years of work experience in a public safety communications environment or a closely related field.
• Three years of supervisory experience.
• Emergency Number Professional (ENP) Certification, Registered Public Safety Leaders (RPL), Center Manager Certification Program (CMCP) and/or Certified Public Manager (CPM) or similar. Certifications or ability to achieve two of these certifications within one year of hire and the other two within two years of hire.
• Completion of Supervisor Course (NENA Supervisor, APCO Supervisor, or similar)
• Knowledge of crisis intervention and Critical Incident Stress Debriefing tactics.
• Understanding of IAED call-handling protocols.

Waukesha County's pay plans, group insurance programs, and other benefit policies comprise a package that is highly competitive and satisfies the needs of its employees. This is intended to give only a brief summary of the employee benefit package. Additional information will be provided at the time of hire. Benefits for part-time positions are pro-rated.

Vacation
2-weeks 1 – 2 years of service
3-weeks 3 – 9 years of service
4-weeks 10 – 16 years of service
5-weeks 17 or more years of service

Holidays
9 paid holidaysNew Year's DayMemorial DayIndependence DayLabor DayThanksgiving dayThe Day after ThanksgivingChristmas EveChristmas DayNew Year's Eve Day
Floating Holidays
2 paid floating holidays earned on February 1 and June 1

Sick Leave
12-days (96-hours) of sick leave granted immediately upon hire. Thereafter, 1-day earned per month, up to a maximum of 120-days

Funeral Leave
Up to 24-hours of leave with pay to attend the funeral of an immediate family member

Health Insurance
County pays 85% of premium and employee contributes 15% of the premium

Health Savings Account
Pre-tax savings account that can be used for qualifying medical expenses (e.g. office visit fees, co-pays, prescriptions, vision and dental). County contributes to health savings account based on HRA completion- $2,250 for family plan and $1,125 for single plan

Onsite Health and Wellness Clinic
Available to individuals who are enrolled in the County's health insurance plan including employees, spouses, and children ages 2+. Preventive care services are free. All dispensed prescriptions are $2. Dispensed available ACA preventative medications are $0 cost. Non-preventative care visits are $30. Physical therapy is $25 per visit. Clinic staffed with MD and Physician Assistant, Physical Therapists, and Health Coaches

Dental Insurance
Choice of two dental plans. Coverage begins on the first day of the month following 6-months of employment

Vision Insurance
Coverage begins on the first day of the month following 60-days of employment

Employee Wellness Activities & Program/Fitness Center
24/7 access to a wealth of health tools and information on the wellness portal. On-going education programs, fitness challenges and classes. On-site fitness center

Retirement Pension
As a full-time employee, you will automatically be enrolled in the Wisconsin Retirement System. This pension is administered by the State of Wisconsin Department of Employee Trust Funds. You are required to pay the employee's share of contributions to the fund, while Waukesha County contributes the employer's share. Employees are vested in their portion of contributions immediately and after five years of creditable service for the employer contribution. To view employee/employer contribution rates, visit Wisconsin Department of Employee Trust Funds' website and type in WRS Contribution Rates in the search box.

Part time employees are enrolled and required to pay the employee's share of contributions after working 1,200 hours of work in any 12-month period

457 Deferred Compensation
Optional program used to supplement retirement income. Pre-tax and Roth options available

Roth IRA
Optional post-tax program used to supplement retirement income

Life Insurance
Automatic coverage in life insurance at no cost to employee. Additional coverage for spouse and dependents available at the employee's expense

Dependent Care Reimbursement
Optional pre-tax account used for child and elder/care expenses

Retirement Health Savings Plan
Automatic enrollment in a retirement health savings plan. County makes contributions on behalf of employee

Long-term Disability Insurance
Automatic coverage in long-term disability. County pays 100% of monthly premiums

Employee Assistance Program
Voluntary program that offers free and confidential assessments, short-term counseling, referrals, and follow-up services to employees and their family members who have personal and/or work-related problems. Unlimited access to a highly informative website with articles and tools to support you in a wide variety of your work/life needs

Tuition Reimbursement
Financial assistance for attending Job-related classes

Employee Discount Programs

• Dell products
• Cell service through US Cellular, AT&T Wireless, Sprint Wireless, Verizon
• Special licensing for a copy of Microsoft Office for home use

Pay for Performance
Employees are eligible for performance based merit awards with exceptional and commendable performance ratings