Career Opportunities
Operations Manager
Date Posted: 6/6/2023
Salary: $105,248 +/- DOQ
Exemption: Exempt
Download Job Description
Download DU-COMM Application
How To Apply
Submit résumé, cover letter, three (3) references, and a DU-COMM application. Applications are available at www.ducomm.org or at our facility located at 420 N County Farm Road, Wheaton, IL 60187 and will be accepted until July 5, 2023 at 8 am. Resumes alone will not be accepted.
Application Deadline
July 5, 2023 at 8 am or until position filled
Position Summary
DU-COMM is a large consolidated public safety communications center in Illinois and currently serves forty-four (44) member agencies and over 850,000 residents in DuPage and neighboring counties. DU-COMM receives requests for Police, Fire, and EMS via 9-1-1 and non-emergency lines. DU-COMM processes almost 1 million phone calls each year and over 700,700 calls for service. Municipalities and fire districts work together to provide a high level of service to their citizens in public safety communications. DU-COMM has a staff of 121 and employs 89 full-time 9-1-1 Telecommunicators. The FYE2024 budget is $20.4 million.
The Operations Manager reports directly to the Deputy Director Operations and is responsible for the supervision and quality assurance of daily operations in the communications center.
Essential Job Functions
The primary responsibility of the Operations Manager is to provide supervision, motivate, and direct the Operators-in-Charge, Lead Telecommunicators, Telecommunicators, and Alarm Board Operators. Other duties include: performing quality assurance reviews, recommend and/or create, maintain, or modify agency’s Written Directives; administer routine personnel issues including: work assignments, work hours scheduling, granting leave, appraising performance, monitoring absenteeism, disciplining, and submitting such records/reports as required by DU-COMM’s policies and procedures; maintain situational awareness of the communications center with regards to activity, major incidents, severe weather, and other potential emergencies; adjust staffing levels and ensure proper notifications to management; monitor and respond to any problems with 9-1-1, radio, communications/facility infrastructures, and troubleshoot and/or makes proper notification to Support Services staff, or other vendors, for restoration; act as an ambassador for the agency by providing tours, performing public education, attending community and agency meetings, and orientating new employees; investigate and respond verbally, or in writing, to complaints, investigations, and inquiries from member agencies, subpoenas, and Freedom of Information Act (FOIA) requests.
Candidates must have excellent leadership, management, and interpersonal communication skills, including the ability to interact positively with a wide variety of staff in emergency service agencies. Knowledge of police and fire operations and experience with quality management techniques is desirable.
Other Job Functions
The Operations Manager will be required to maintain skills as a 9-1-1 Telecommunicator II - police or file call taker/dispatcher (or obtain within one year) and as a 9-1-1 Telecommunicators III - police and fire call taker/dispatcher (obtain within two years).
Benefits:
• Paid time off (PTO) of 208 hours each year
• Group health insurance: Blue Cross Blue Shield HMO or PPO plans
o Employee only plans as low as $73 per month for HMO, $95 per month for PPO
o Family plans as low as $226 per month for HMO, $286 per month for PPO
• $40,000 group life insurance
• IMRF pension
• New facility in 2018
Qualifications
Candidates should possess strong analytical, problem solving, and communication skills.
Candidates must have experience with a variety of technology and software programs including, but not limited to: Computer Aided Dispatch (CAD), computer telephony, and radio consoles.
Candidates should be proficient in standard office software including: Microsoft Word, Excel, Outlook, PowerPoint, and Access.
Candidates must have at least three (3) years of experience in a 9-1-1 public safety communications center or related field.
Schedule: This position works 12-hours shifts and candidates should be available to work either shift, 06:00 - 18:00 or 18:00 - 06:00, and be flexible work to accommodate the needs of supervisory coverage and any additional duties or training. The 12-hour shift rotations allow for every other weekend off (Friday-Sunday).
See Operations Manager job description for minimum and preferred qualifications.
Education/Experience Required
MINIMUM QUALIFICATIONS
• Must be at least 18 years of age.
• A high school diploma or equivalent is required.
• Must be of strong moral and ethical character.
• Must possess a valid driver’s license.
• Must achieve and maintain L.E.A.D.S. certification.
• Typing speed of 35 words per minute.
• Must be able to work on any shift, weekdays, weekends, and holidays when needed.
• Must be willing to be “on-call” and have responsibility of supervision of the shift at all times, and available via phone/messaging as needed.
• Strong analytical and logical problem solving skills.
• Proficient in the English language including the proper usage, spelling, punctuation and grammar.
• Strong interpersonal skills to include the ability to work one-on-one, in a group environment, counsel, public speaking, and presentations.
• Three (3) years of experience in a 9-1-1 public safety communications center or related field.
• Proficient in Microsoft Office, including Microsoft Word, Outlook, Excel and PowerPoint.
Must be able to successfully pass a thorough background investigation, psychological exam, medical exam, and medical/drug screenings.
Physical Requirements
PHYSICAL/MENTAL REQUIREMENTS
• Must be able to wear a headset.
• Must be able to activate radio and phone systems utilizing keyboards, buttons, switches, and pedals.
• Must be able to travel to back-up facility location(s), take 9-1-1 calls and relay back to DU-COMM if 9-1-1 lines fail, as needed.
• Must be articulate and comfortable speaking in front of others.
• Regularly works in an indoor/office environment and required to sit and/or use repetitive hand motion.
• Frequently required to talk, hear, stand, and walk.
• Must occasionally lift and/or move up to 25 pounds.
• Must be able to work in excess of continuous 12 hours when required.
• Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
• Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
• Must hear speech out of both ears in the normal range of 30 db at 500 to 2000 Hz range.
• Must be able to speak and communicate clearly over telephones and radios.
• Must be in sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, gender, age, national origin or disability.