Emergency Communications Center Manager
: Job Details :

Salary: $31.49 - $50.39 HourlyLocation : Public Safety Training Facility - Frederick, MDJob Type: Full-time RegularJob Number: FY25-00362Department: Emergency CommunicationsOpening Date: 11/20/2024Closing Date: 12/27/2024 4:00 PM EasternJOB INFORMATION Non-exempt; full-time; 40 hours per week; varying schedule; rotating shifts; full-benefits This skilled position is responsible for the day-to-day operation of the Emergency Communications Center (ECC). This position must retain practiced call taking abilities and remain proficient in Fire, Rescue, Medical, Police, and other affiliated agencies dispatch disciplines. As needed the Emergency Communications Manager (ECM) can be temporarily assigned to any of the Departments core functional areas (Operations, Quality Assurance, Technology or Training) to assist with management duties or projects. Supervision is given to all levels of Emergency Communication Specialist (ECS I-II-II-IV) to include on-call/part-time staff. Supervision is received from the Assistant Administrators or Administrator of Operations, with oversight from the departments other Administrators, Assistant Director, and/or the Director.NOTE: The upper pay range reflects possible wage rates for internal County transfers and promotions. For transfers and promotions, wage rates are calculated per County policy.Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.TOTAL COMPENSATION PACKAGE:Frederick County offers an extensive compensation package to reflect how highly we value our employees. The following is what you can expect in your first year as a full-time benefited Frederick County Government employee.

• 11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid holidays, plus 2 additional floating holidays
• Day 1 coverage of comprehensive Medical Insurance Plan options to include generous County Health Savings Account (HSA) contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
• 100% County paid 2x annual salary Group Term Life Insurance and Accidental Death & Dismemberment (AD&D) benefit
• County and Employee funded Defined Benefit Pension Plan
  • Vesting after 5 years of service
  • Additional service credit for eligible previous public service, military service, etc.
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• Other employee-paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, Critical Illness, Accident, and Hospital Indemnity Insurance, Lifetime Benefit with Long Term Care plan.
• Coming soon-early 2025: Employee Health Center with no or low cost primary and urgent care

For more information, visit our benefits page on the Frederick County Government job opportunities webpage ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

• Provide assistance to callers requesting Fire Rescue Medical, Police, and other Public Safety Services
• Monitor and evaluate day-to-day activities from the operations area of the ECC
• Assure timely and accurate deployment of emergency services equipment and personnel
• Monitor the communications center activity levels to implement staffing decisions
• Oversee individual performance by verifying;
• Assure safety and welfare of emergency service providing personnel in the field
• Collect information from National Weather Service
• Operate KRONOS Workforce TeleStaff scheduling software
• Complete shift performance appraisals
• Complete documentation as necessary which may include but is not limited to citizen complaints, procedural issues, staff deficiencies, personnel matters, equipment failures, Maryland Public Information Act (MPIA) requests, and additional requirements from our agency partners
• Determine daily position assignments and personnel rotations
• Perform notifications to utility companies, fire investigators, hospitals and other affiliated agency partners
• Advise staff appropriately regarding issues related to Standard Operating Procedures, departmental policy, and IAED protocol usage
• Monitor and maintain the status of public safety personnel and equipment, analyzing situations accurately to take effective actions in ensuring police officer and firefighter safety
• Forward appropriate information regarding complaint or inquiry pertaining to procedural concerns, protocol inefficiencies, personnel matters, staff deficiency, or equipment failure to the Administrator of Operations, the DEC Duty Officer, Assistant Director and/or Director
• Communicate staff issues to the appropriate DEC Administrator, Assistant Director and/or Director
• Attend and participate in trainings and meetings
• Establish and maintain control quickly over situations as they develop, by making reasonable and effective decisions
• Participate in committee assignments
• Maintain continuing education coursework as needed
• Operate and when required maintain computer aided dispatch (CAD) system
• Operate and when required maintain telephone call handling equipment
• Operate Criminal Justice Information Systems
• Operate and when required maintain other computer systems associated to the operations area of the dispatch center
• Operate public safety radio consoles and maintain communications with allied Fire-Rescue, Police, Medical and certain county and state agencies
• Operate Short Messaging Service (SMS) 9-1-1 Text messaging systems, TTY equipment (telephone equipment for persons who are hearing/speech impaired), and other Next Generation 9-1-1 technologies
• Check data entry and coding of emergency calls by employees assigned to shift
• Review all operational changes, directives and new procedures with subordinates on shift
• Review complaints received from the general public or field personnel; report incident details to include recommendations or improvement plans to the Assistant Administrators and Administrator of Operations
• Measure effective performance by engaging IAED EDQ certification in the review of calls to properly evaluate and score the six elements of the Emergency Priority Dispatch Systems
• Responsible for coordinating shift level training of new Emergency Communications Specialists and specialized training plans to aid in the retention of employees who experience performance difficulties
• Relay specific information regarding telephony trouble reports, radio, tower site issues and County facilities maintenance problems to the appropriate service representatives
• Perform other related duties as assigned or required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Any single position may not be assigned all duties listed above, nor do the examples cover all duties that may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. QUALIFICATIONS AND REQUIREMENTS The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• High school graduation or the equivalency
• Possession of a valid automobile operator's license
• Minimum 8 years of progressively responsible Emergency Communications Center work experience performing duties in 911 call taking, and all dispatch disciplines to include police, fire-rescue, and emergency medical
• Minimum 3 years work experience directing the work of others, which must include at least 1 year in an Emergency Communications Center supervisory role (NOTE: CTO experience may qualify. It is the responsibility of the applicant to provide thorough detail of the hours worked as a CTO)
• Possession of valid certification as a Communications Training Officer (CTO)
• Possession of valid International Academy of Emergency Dispatch (IAED) Emergency Medical, Emergency Fire, and Emergency Police Dispatch certifications or comparable Emergency Call Taking certifications for Medical, Fire and Police Dispatch - applicants with comparable certifications will be required to obtain IAED EMD, EFD & EPD certifications within 180 days of employment
• Possession of valid IAED certification for Quality Assurance Call Reviewing in EMD-Q, EFD-Q and EPD-Q or comparable quality assurance certification for Police, Medical and Fire, or ability to obtain each IAED EMD-Q, EFD-Q & EPD-Q certifications within 180 days of hire
  • An additional year of supervisory work experience may substitute for the qualification assurance certification requirement. If selected for hire, this employee must obtain each IAED EMD-Q, EFD-Q & EPD-Q certifications within 180 days of hire
• Possession of valid CN2 NIC access level certification or ability to obtain certification within 180 days of employment
• Possession of valid Maryland Institute of Emergency Medical Systems Services (MIEMSS) certification in Emergency Medical Dispatch (EMD), or ability to obtain certification within 180 days of hire date

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to maintain County Authorized Driver privileges
• Considerable knowledge of Local, State and National laws and standards as they apply to the field of Emergency Communications and 9-1-1 Emergency Communications Centers
• Extensive knowledge of emergency communications center operation and general industry standards related to working operational policies, procedures, and protocols
• Extensive knowledge of Fire-Rescue, Medical, Police and other partnering agency disciplines
• Considerable knowledge of current aspects of computer hardware and software as they apply to emergency communications
• Working knowledge of Frederick County geography and surrounding areas
• Working knowledge of communications equipment including 800 MHZ trunked radio systems and digital communications
• Strong and effective spoken and written (English) communication skills, including the ability to speak clearly and distinctly, and to accurately summarize and describe information with correct, precise terminology
• Ability to perform quickly and effectively in emergency situations
• Ability to effectively supervise and direct the work of others
• Ability to develop and maintain effective working relationships with co-workers and a diverse group of user agencies

PREFERENCE MAY BE GIVEN FOR:

• College degree in any field of study
• Additional public safety related supervisory work experience

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

• While working in this position, the employee is required to constantly sit, walk, reach and perform repetitive motions; frequently stoop and lift up to 20 lbs; occasionally lift between 20-50 lbs, pull over 40 lbs and drive; and rarely climb, lift over 50 lbs and push over 40 lbs
• While working in this position, the employee is required to constantly work indoors and in a noisy environment

ADDITIONAL INFORMATION / EXAMINATION PROCESS

• Required certifications must be maintained throughout employment
• Ability to work all shifts as assigned, including weekdays, weekends, nights and holidays
• This position is deemed essential during inclement weather or other public emergency
• This position is subject to random drug testing to include marijuana
• The probationary period for this position is 12 months (internal employees will undergo a 3 month probationary period)
• This position is designated as security-sensitive and requires a satisfactory background investigation, conducted by the Frederick County Sheriff's Office, in accordance with established Frederick County policy

EXAMINATION PROCESS (may include):

An evaluation of training and experience

A written examination

Skills testing

One or more interviews

A pre-employment psychological examination

A pre-employment Security-Sensitive background investigation conducted by the Frederick County Sheriff's Office

A pre-employment physical examination and drug test to include marijuana

Retirement Plan:A defined benefit retirement plan is provided for all regular County employees. Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (5 year vesting, effective 07/01/2024) depending upon position classification. The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit. Retirement benefits are payable at normal, early or delayed retirement. Retirement benefits are also payable upon termination and in the event of death or disability.Health Insurance:County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs. The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions. Medical insurance goes into effect on the first day of active employment. Dental Insurance:Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan. Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee. Dental insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.Flexible Spending Accounts:The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars. Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses. The maximum contribution is $2,700 per year for Health Care Spending and $5,000 for Dependent Care Spending (work-related day care expenses). Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors' services, and eyeglasses / contact lenses.Life Insurance:Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death. Employees do not contribute to the premiums for this coverage. A Voluntary Life Insurance Program is offered to regular County employees. The plan allows employees to purchase individually owned term life insurance for themselves, spouses and dependents.Savings Plan - Deferred Compensation:The County offers a Section 457 Plan. Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account. Contributions are invested at the employee's direction into one or more of the variety of investment options offered by the plan. Changes may be made to the contribution levels, investment options, etc. at any time.Educational Reimbursement Program:County employees who have successfully passed their probationary period may take up to two job-related courses per semester at any accredited educational institution. The benefit also covers the costs of job-related non-credit courses. If the employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books. If an employee doesn't remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.Employee Assistance Program:This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job-related problem.LeaveAnnual Leave - Employees are eligible to use Annual Leave after their 6 month probationary period. Annual Leave accrues as follows: Years of service days per year0 - 2 years 11 days2 - 10 years 17 days10 + years 24 daysSick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.Sick Leave may also be used for illness of an employee's child, dependent, spouse, parent or parent-in-law. There is no limit on the amount of sick leave accumulated. Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement. NOTE: Regular benefited part-time employees earn annual and sick leave on a pro-rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, Military.Holidays:The County observes 10 holidays every year and 11 are observed on years of General Elections. For additional information on Frederick County Governments benefit package, please visit the Division of Human Resources website at All hires before January 1, 2012, will follow the all benefit and leave rules as described in the Personnel Rules amended October 3, 2013.01 Your application, which includes any associated supplemental questions, must be complete at the time of submission and must clearly articulate the required work experience relevant to the position for which you are applying. The experience you indicate in your responses to the supplemental questions must also be described, in detail, on the Work History section of this application. Your application may be considered incomplete if vague descriptions of experience are included or if you cite experience in your supplemental question response that is not included on the Work History section of this application. When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience based on the information submitted, or if you state see resume as your response, you will not be considered further.

• I have read and acknowledge the above instructions.

02 Which best describes your level of education?

• High School diploma or equivalency
• Associate's degree received
• Bachelor's degree received
• Advanced degree received

03 Do you have a valid automobile operator's license?

• Yes
• No

04 Do you have at least 8 years of progressively responsible Emergency Communications Center work experience performing duties in 911 call taking, and all dispatch disciplines to include police, fire-rescue, and emergency medical?

• Yes
• No

05 Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed.NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not be considered further. 06 Do you have at least 3 years work experience directing the work of others?NOTE: Volunteer and CTO experience may qualify. It is the responsibility of the applicant to provide thorough detail of the hours worked as a CTO or in a volunteer capacity directing the work of others.

• Yes
• No

07 Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed.NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not be considered further. 08 Does your 3 years work experience directing the work of others include at least 1 year in an Emergency Communications Center supervisory role (NOTE: CTO experience may qualify. It is the responsibility of the applicant to provide thorough detail of the hours worked as a CTO.)

• Yes
• No

09 Please provide details regarding that work history in the text area below. The work history details provided should include the employer or organization name, dates of employment/service and the duties you performed.NOTE: When considering work history, 1 year of employment = 2,080 hours. If Human Resources staff is unable to confirm your related work experience, based on the information submitted, you will not be considered further. 10 Do you have more than 3 years of public safety related supervisory work experience?

• Yes
• No

11 Do you have possession of valid International Academy of Emergency Dispatch (IAED) Emergency Medical, Emergency Fire, and Emergency Police Dispatch certifications or comparable Emergency Call Taking certifications for Medical, Fire and Police Dispatch? Select all that apply.NOTE: Applicants with comparable certifications will be required to obtain IAED EMD, EFD & EPD certifications within 180 days of employment.

• IAED Emergency Medical
• IAED Emergency Fire
• IAED Emergency Police
• I have comparable certifications from another issuing authority
• I do not have any related certifications

12 Do you have possession of valid CN2 NIC access level certification?

• Yes
• No

13 Do you have possession of valid Maryland Institute of Emergency Medical Systems Services (MIEMSS) certification in Emergency Medical Dispatch (EMD)?

• Yes
• No

14 Do you have possession of valid certification as a Communications Training Officer (CTO)?

• Yes
• No

15 Do you have possession of valid IAED certification for Quality Assurance Call Reviewing in EMD-Q, EFD-Q and EPD-Q or comparable quality assurance certification for Police, Medical and Fire. Select all that apply.NOTE: Applicants with comparable certifications will be required to obtain IAED EMD-Q, EFD-Q and EPD-Q certifications within 180 days of employment.

• IAED EMD-Q
• IAED EFD-Q
• IAED EPD-Q
• I have comparable certifications from another issuing authority

16 The timeline below provides a tentative schedule for the beginning stages of the Emergency Communications Manager selection process. By selecting Yes , you understand the time commitment required by each qualified candidate.- Week of January 13th: Skills testing orientation- Week of January 27th: Administration of skills tests

• Yes
• No

Required Question