E911 Coordinator
: Job Details :

Clay County - Small Towns. Big Passions.Pay:$28.25 - $35.32This position must ensure the maintenance and functionality of the County's E911 system on a 24/7 basis, thereby protecting the life and safety of the county's residents, visitors, and the County from potential exposure to liability that might result from critical infrastructure failure. Equipment maintenance and repair require the attention of the E911 coordinator.Adhering to all County and Departmental policies and procedures, the E911 Coordinator performs technical, administrative, and supervisory work with primary responsibility for the enhanced Emergency 911 (E911) program for Clay County and all four of the Public Safety Answering Points (PSAPs). The position manages various duties related to 911, including implementation of the NextGen 911 system, Text-to-911, vendor management, and strategic planning. Serves as a single point of contact between the county's Board of County Commissions and Florida Department of Management Services (DMS) regarding E911 fiscal, technical, operational and strategic planning issues. The E911 coordinator must implement countywide standards that meet or exceed those directed in the State E911 Plan. This individual must coordinate E911 infrastructure-related activities among all emergency service agencies and equipment/service providers to ensure that the system performs smoothly, reliably, efficiently and cost effectively in concert with statewide emergency communication objectives.Essential Duties and Responsibilities: The following essential job functions are not intended to serve as a comprehensive list of all duties performed, only a representative summary of the primary duties and responsibilities. The E911 Coordinator may be required to perform additional, position-specific duties.

• Acts as liaison between the four PSAPs in Clay County, DMS, stakeholders, vendors/suppliers, and other agencies.
• Manages and provides technical consulting support related to E911 system designs, improvements and modifications for all PSAPs.
• Plan and direct the implementation of a new NGCS/ESInet 911 platform for all PSAPs.
• Support with vendors, the functionality of the logging recorder and 911 analytics reporting systems amongst the four PSAPs.
• Coordinate with County GIS and CAD personnel to ensure the requisite tools, including maps, call taking protocols, response plans etc. are functioning according to policies and operational needs.
• Must know and understand the high-level operational call flow, dispatching process, operations, and administration in a PSAP.
• Ability to use and understand locations tools, including software, maps, photos, coordinates, etc.
• Conduct vendor management to upgrade and enhance technical systems to maintain current technology and prepare for future upgrades.
• Coordinate with County legal staff on vendor contracts, renewals, and agreements.

• Evaluation of system networks (data and voice circuits) is required and should be done regularly to ensure that there is sufficient network to handle both wireline and wireless calls adequately during any busy hour.
• Assists with preparation and monitoring of budget for both 911, special revenue funds and capital expenses; including the application and management of grants.
• Provide annual financial information updates by the Florida E911 Board and DMS to the Board of County Commissioners.
• Conduct periodic reviews, update, and maintains the County E911 and E911 Emergency Operations Plans, which shall align and be incorporated with the State E911 Plan.
• The purpose of the Emergency Operations Plan is to provide, either independently or in coordination with another county, for back-up plans and facilities to restore service in the event of service interruptions, service failure, or disasters. Service interruptions could be caused by hurricanes, tornadoes, floods, lighting storms, power surges, cable cuts, central office or local equipment failures or numerous other events. The E911 Coordinator shall assess the potential of each PSAP for the likelihood of such an occurrence and should take action to minimize the impact.
• Coordinates within the County and outside agencies on E911 policies and procedures.
• Evaluate the equipment at proposed primary PSAPs to determine whether all the items required in the Technical Standards of the State E911 Plan are in place and operational and to ensure that all security-related issues are met.
• Review local call-routing and backup call-routing plans to determine the need for interlocal agreements.
• Directs capacity planning efforts for current and future networks, migration planning for new technologies and project planning and management.
• Develops and implements an internal processing system to ensure successful routing of all emergency calls.
• Researches and develops plans to expand and upgrade the E911 system.
• Coordinates with State and Federal agencies in maintaining all mandated requirements.
• Represents the County at meetings on the E911 system.
• Establishes a standard of expectations for a staff of administrative and technical professionals responsible for the implementation and maintenance of communication services and equipment; leads the efforts for operational best practices and manages configuration change control to enhance network performance.
• Ensure the PSAPs are in compliance with records retention requirements such as 911 log and audio records.
• Keep PSAP personnel apprised of pending system changes, technology, legislation and other issues that may affect the PSAP.
• Performs other duties as assigned.

Minimum Requirements:

• A High School Diploma or GED equivalent is required.
• Bachelor's Degree in Public Administration, Public Relations, Communications or closely-related field is preferred.
• Two years operational experience in a PSAP.
• Two years' experience as a multi-agency program coordinator.
• One year of supervisory experience.
• Emergency Number Professional (ENP) certification a plus.
• Experience troubleshooting technical problems and finding solutions.
• Excellent communication and interpersonal skills with co-workers, partner agency members, and non-technical personnel.
• Valid Florida driver's license with clean driving record.
• Any combination of education and experience may be substituted, so long as it provides the desired skills, knowledge and abilities to perform the essential functions of the job.

Supplemental Information:To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Problems Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility; follows chain of command; develops alternative solutions; able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not.
• Technical Skills - Possess a high level of skill with computers, ability to learn programs quickly; pursues training and development opportunities; strives to continuously build knowledge and skills; shares experiences with others; condense large amounts of information into readable, sensible typed remarks and recollection of numerous acronyms and codes essential to various situations.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; seeks to completely understand the problem and its impacts before attempting to solve. Solicits customer feedback to improve service; responds to requests for service and assistance quickly and follows-up with the person who reported problem; meets commitments; ability to exercise strong public relations abilities in the face of adverse conditions. Is able to establish, build and maintain effective working relationships.
• Attitude - Must have positive outlook; be driven and motivated; energetic and operates from a can-do attitude.
• Communications Oral/Written - Speaks clearly and persuasively in positive or negative situations; ability to speak English clearly and possess an excellent vocabulary; possess good listening comprehension skills; responds well to questions; demonstrates group presentation skills; participates in meetings; possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations; writes clearly and informatively; edits work for spelling and grammar; ability to understand and follow complex oral and written instructions; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information; ability to perform several tasks simultaneously.
• Teamwork - Balances team and individual responsibilities; troubleshoot own strengths and weaknesses; exhibits objectivity and openness to different views; gives/welcomes feedback; contributes to build a positive team spirit; puts success of team above own interests; able to build morale/group commitments to goals; supports everyone's efforts to succeed.
• Quality Management - Looks for ways to improve quality; demonstrates accuracy and thoroughness.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment - Exercise good judgment and makes sound decisions; determines appropriate action beyond guidelines; able to explain reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Planning/Organization - Prioritizes and pre-plans work activities; organizes resources and time for most efficient production; sets goals and objectives; develops realistic action plans. Without prompting, arrives to appointments prepared with notes, action items completed, and homework accomplished.
• Professionalism/Ethics - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; keeps commitments; inspires the trust of others; works ethically and with integrity. Maintains high standards for professionalism even in the absence of reciprocal behavior.
• Quantity/Quality - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works efficiently and looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness. Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Adaptability - Adapts to work environment changes; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Regular and consistent attendance is a condition of employment; ensures work responsibilities are covered when absent; maintains predictable attendance; arrives at meetings and appointments on time. Willingness to adjust work hours to accommodate meetings and trainings as needed.
• Dependability - Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Undertakes self-development activities; seeks increased responsibilities; takes independent actions; looks for and takes advantage of opportunities; Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals; asks for and offers help when needed; pursues training that would enhance productivity.
• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.
• On-call availability after hours/overtime availability is required.
• Employees may be required to perform duties, including the employee's normal work function or other emergency support functions as deemed necessary by the County, as assigned before, during and after hazardous weather or state of local emergency.
• While requirements may be representative of minimum levels of knowledge, skills and abilities to perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
• This job description in no way implies that these are the only duties to be performed. Employees occupying the position will be required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor.

WORK ENVIRONMENT:

• Work hours are Monday - Friday, 8:00am - 4:30pm, however some after-hours work will be required depending on project load, or outage level.
• Work is typically done in office space.
• Ability to sit at a computer terminal and read from a monitor for an extended period of time. Must be able to remain in a stationary position 50% of the time.
• The employee must reach with hands and arms.
• The employee must talk and hear. There are specific vision abilities required by this job that include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.
• Speak clearly and concisely in English.
• This position frequently communicates with supervisors, staff, telephone company personnel and agencies involved in providing emergency services within Clay County. Must be able to exchange accurate information in these situations.
• The position primarily operates indoors in an office environment and risks exposure to dust. Position operates with minimal exposure to outside conditions such as extreme temperatures, humidity and inclement weather in traveling between County facilities and meeting with external stakeholders.
• The employee must observe a computer display screen under low lighting conditions.
• The employee must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance.
• Work in a confined environment under high stress.
• Must be willing to carry a cell phone for work related business.
• Work duties may require overnight out-of-town or out-of-state travel to include training.
• Availability to be on call twenty-four hours, seven days a week as schedule requires. After-hours phone support or on-site support may be required depending upon the urgency or severity of the situation.

PHYSICAL DEMANDS:

• Lifting, carrying, pushing, pulling and holding objects weighing up to 50 pounds with or without assistance.
• Dexterity of hands, wrists and fingers to operate standard office equipment, test equipment, hand tools, small power tools, controlling and handling various types of cabling, computer keyboard and mouse.
• Frequently positions self to evaluate equipment and resources used in E911 system, including in tight spaces.
• Sitting, standing, kneeling, bending, reaching for extended periods of time.
• Climbing and use of ladders required occasionally. Work will require ladder climbing, working in recessed flooring, working above ceiling tiles, working with energized circuits, and carrying and using test equipment.
• Exposures may include electricity, radio frequency energy, noise, smells, machinery, and seasonal temperature extremes. Field work, site work, outside work, working in heat and cold environments during requisite weather months will be required.
• Must be able to drive a vehicle.

OTHER QUALIFICATIONS:

• Proof of eligibility to work in the United States of America.
• Must be able to successfully satisfy a thorough personal history and criminal history background check.
• Must be able to pass hearing, vision, and drug screening.

The duties and responsibilities included in this job description are not intended to be all inclusive. The Coordinator will be expected to perform other reasonable job-related duties, as assigned. Clay County reserves the right to revise or change the job duties and responsibilities included herein at any time upon written notice to employees. This job description does not constitute a written or implied contract of employment.