Program Manager Specialist IV

SUMMARY DESCRIPTION

The Operations Manager, under the guidance and direction of the Director and Deputy Director, will be responsible for maintaining a high level of service in the State 911 PSAP Operations Division 1 Center. This middle management position will provide guidance and oversight to the 911 operational aspects of the organization, including the potential expansion of the center into a full regional dispatch operation. The Operations Manager will work with the Director and Deputy Director on the day-to-day operations of the center.

The Operations Manager is expected to demonstrate technical competence while working as a team member and exercising independent judgment in several confidential and sensitive assignments. As part of a team, the position will also recommend rules, regulations, policies, and procedures for assigned areas as well as work to establish long and short-term goals and objectives. The Operations Manager will perform other related duties such as assisting with member community relations, assisting the Records Access Officer for the agency with the records requests, overseeing QA/QI for dispatchers, assisting with the formulation of policies and procedures, assisting with oversight of building facilities and security, and supporting the potential expansion to a regional dispatch model.

SUPERVISION

Supervisory responsibilities include but are not limited to general supervision of subordinate personnel as assigned, setting performance standards as appropriate. Additionally, the Operations Manager is responsible for overseeing communications operations and related projects to achieve goals provided by the Director and Deputy Director. The position is responsible for investigating complaints as assigned and recommending actions to the Director and Deputy Director. The Operations Manager makes assignments by defining objectives, priorities and deadlines and assists with unusual situations or problems that may not have any clear precedent, reporting outcomes to and communicating with the Director and Deputy Director.

REPRESENTATIVE DUTIES AND RESPONSIBILITIES

NOTE: The job duties are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• All behavior, at all times, complies with the code of conduct of the Massachusetts State 911 Department and Massachusetts General law.
• Working closely with staff to solve problems and issues; investigating issues that arise in the operations and providing direction for mitigation or resolution.
• Oversee supervisors and other subordinates to ensure that the agency’s service and production expectations are achieved.
• Evaluates operations through personnel observation and recommends improvements or modifications to work practices and employee performance and staff development, as appropriate.
• Works proactively with subordinates to resolve performance or personnel issues at a lower level.
• Responds to issues arising about dispatch services from field commanders which require technical attention.
• Performs related duties as required.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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