The work involves responsibility for managing, planning, organizing and directing the operations function of the Onondaga County Department of Emergency Communications' 9-1-1 Center. The operations function involves responsibility for overall supervision of all communications staff assigned to operate the 911 Center. Duties include overall day to day management of all functions that support communications operations, which include the following: computer aided dispatch, radio communications, evaluation functions, call management and adherence to policies and procedures for a multiple discipline operation. Work is performed under the general supervision of the Commissioner of Emergency Communications. This position requires significant interaction with the Commissioner and the Deputy Commissioner of Emergency Communications (Administration), as well as other departments within the County public safety community and the general public. Both general and direct supervision is exercised over 911 Center staff. Work performed is often highly sensitive and confidential in nature. An employee in this class may assume the duties and responsibilities of the Commissioner of Emergency Communications in his/her absence. Does related work as required.




Manages, plans, organizes and directs all call-taking and dispatching activities and operations of the 911 Center.

Assesses the existing activities and operations and takes remedial action as required.

Coordinates operations of the 911 Center with other emergency communication agencies within the County public safety community.

Establishes and maintains uniform operations methods and procedures for all call-taking and dispatching activities.

Monitors and inspects all Center facilities and takes remedial action where required.

Oversees the operation of the 911 Center's operations to ensure compliance with established rules, regulations and standards.

Exercises general and direct supervision over Center staff responsible for center operations.

Conducts confidential and highly sensitive investigations and makes both oral and written reports to the Commissioner.

Prepares routine and special reports as required or as directed by the Commissioner.

May assume the duties and responsibilities of the Commissioner in his/her absence.




Thorough knowledge of modern emergency communication practices and procedures, especially those relating to the operation of a 911 Center.

Thorough knowledge of the principles and methods of management, administration and supervision.

Thorough knowledge of Center policy and procedures and objectives.

Thorough knowledge of the laws, regulations and statutes relating to the operation of an emergency communications system and laws relating to emergency communications.

Thorough knowledge of the functions and methods of related public safety agencies within the municipality.

Good knowledge of personnel practices and labor relations procedures, including contractual regulations and compliance as related to employees of a 911 Center.

Working knowledge of the budgetary process and the ability to develop operations' annual operating budget.

Ability to provide mentoring, leadership and professional development of personnel.

Ability to conduct internal investigations and take necessary action.

Ability to plan, organize and direct the operation of the 911 Center, including the call taking, computer aided dispatch, radios and call management.

Ability to evaluate subordinate staff in the performance of their prescribed duties and take remedial action where appropriate.

Ability to communicate effectively with the public and partner agencies.



Associate's degree in Public Administration or Business Administration, or a related field, with a Bachelor's degree in the same field(s) preferred and two (2) years of experience in a public safety environment working within a dispatch center or partnering and providing support to a dispatch center. Experience in telecommunications operations, emergency management, communications or public safety administration may be substituted for the education preference on a year-for-year basis.



09/2019 Revised