GRADE : 14

JOB TYPE : Full-Time

FLSA STATUS : Exempt

DEPARTMENT : Emergency Communications

REPORTS TO : Director of Emergency Communications

GENERAL DEFINITION OF WORK:

The Deputy Director of Emergency Communications is a senior professional, administrative, and supervisory position serving as second-in-command of the Berkeley County Emergency Communications Center (ECC), the county’s 911 Public Safety Answering Point (PSAP). Under the general direction of the Director of Emergency Communications, the Deputy Director manages the day-to-day operations of the center, directly supervises the Communications Supervisors (and, through them, telecommunicators and support staff), and holds primary responsibility for assigned program areas, including staffing and scheduling, training and certification, quality assurance, and operational technology.

The Deputy Director serves as Acting Director in the Director’s absence, with full authority to make operational and personnel decisions consistent with County policy. The work requires sound independent judgment, a thorough knowledge of 911 operations and public safety communications, and the ability to lead staff in a high-stress environment. This position supports a 24-hour, seven-day-per-week operation; work is primarily performed during weekday administrative hours but is subject to on-call, after-hours, weekend, and holiday response, including during emergencies.

ESSENTIAL FUNCTIONS AND DUTIES:

Manages the daily operations of the ECC to ensure 911 and non-emergency calls, radio traffic, and requests for service are processed accurately, efficiently, and in accordance with established standards.

Directs, supervises, and evaluates Communications Supervisors; provides administrative and operational guidance to supervisors and communications personnel on all shifts.

Serves as Acting Director in the Director’s absence and represents the ECC at meetings, committees, planning sessions, and training activities.

Leads staff through operational changes, technology implementations, and organizational initiatives.

Develops, coordinates, and maintains shift schedules and minimum staffing levels using scheduling software; manages overtime, leave, and call-back to maintain continuous coverage.

Addresses employee concerns, workplace conflict, attendance issues, and performance deficiencies; recommends and administers corrective action in coordination with the Director and Human Resources.

Participates in the recruitment, testing, interviewing, and selection of telecommunicators and supervisors; supports retention efforts and analysis of turnover.

Promotes telecommunicator wellness and resilience, including coordination of peer support and critical incident stress management resources following traumatic calls or events.

Administers the ECC quality assurance/quality improvement (QA/QI) program, including call review, protocol compliance monitoring, performance feedback, and corrective training.

Investigates and responds to complaints and inquiries concerning the ECC or its personnel; documents findings and recommends resolution.

Assists in the development, implementation, review, and updating of standard operating procedures/guidelines, policies, and administrative directives.

Monitors compliance with applicable federal, state, and local laws, rules, and industry standards, including APCO and NENA standards and CJIS security requirements.

Coordinates the operation, maintenance, and readiness of ECC systems, including Computer-Aided Dispatch (CAD), 911 call-handling equipment, radio consoles and conventional/trunked radio systems, logging recorders, mapping/GIS, and related applications; ensures CAD response plans and mapping/addressing data are accurate and maintained in coordination with user agencies.

Participates in planning and implementation of Next Generation 911 (NG911), text-to-911, and other emerging technologies; works with County IT, vendors, and partner agencies on upgrades, outages, and cybersecurity.

Assists with the development and monitoring of the ECC operating and capital budgets, grant applications, and purchasing.

Compiles, analyzes, and distributes periodic reports and performance metrics concerning call volume, answer times, call processing, staffing, and other operational data.

Maintains records related to ECC operations, including confidential personnel records; coordinates responses to records requests, subpoenas, and requests for audio recordings in accordance with County policy and applicable law.

Develops and assists with public education and public relations programs, as needed.

Responds to the ECC or field locations for significant incidents, critical events, system failures, and operational challenges; may be assigned to the Emergency Operations Center or incident command structure.

Assists with continuity of operations planning, including backup PSAP procedures, evacuation of the center, and system failover testing.

Maintains effective working relationships with law enforcement, fire, emergency medical services, emergency management, County administration, neighboring PSAPs, state agencies, and the public.

Performs other related duties as assigned by the Director or appropriate County authority.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

High school diploma or equivalent.

A minimum of seven (7) years of progressively responsible experience in emergency communications or 911 operations, including at least five (5) years in a supervisory capacity.

Demonstrated working experience as a telecommunicator in a 911 center, including call-taking and radio dispatch.

The following certifications must be held at the time of hire or obtained within twelve (12) months of appointment, unless otherwise noted, and maintained throughout employment:

Emergency Medical, Fire, and Police Dispatch certifications in the protocol system used by the ECC.

CPR (including Telecommunicator CPR, as applicable).

ETC Public Safety Telecommunicator (basic telecommunicator course) or equivalent.

APCO or NENA Communications Supervisor course or equivalent.

NIMS/ICS: IS-100, IS-200, IS-700, and IS-800 at time of hire; ICS-300 and ICS-400 within twelve (12) months.

NCIC/state criminal justice information system and CJIS Security Awareness certification, as required for access.

Thorough knowledge of 911 and PSAP operations, call-processing and dispatch practices, emergency medical, fire, and police dispatch protocols, and current technologies and best practices in emergency communications.

Knowledge of local, state, and federal laws, rules, and industry standards applicable to emergency communications, including CJIS requirements and records retention.

Working knowledge of the National Incident Management System (NIMS) and Incident Command System (ICS).

Extensive knowledge of current communications equipment, including CAD, 911 telephony, NG911 concepts, logging recorders, and conventional and trunked radio systems.

Knowledge of principles of supervision, personnel management, scheduling, training, and performance evaluation.

Skill in analyzing operational and technical data and in researching, writing, and presenting clear reports and recommendations; strong written and verbal communication skills in English.

Proficiency with standard office software and the ability to learn and use scheduling, reporting, and emergency communications systems.

Ability to supervise and direct the work of subordinate supervisors and staff, build a culture of accountability and continuous improvement, and lead employees through operational change and technology implementation.

Ability to remain calm, make sound decisions, and direct others during emergencies and high-stress situations.

Ability to maintain confidentiality and exercise appropriate discretion with sensitive information.

**Comparable training and experience may be substituted for the minimum qualifications**

PREFERRED QUALIFICATIONS:

Associate’s or bachelor’s degree in emergency management, public administration, criminal justice, business administration, or a related field.

Prior management or command-level experience in a PSAP (e.g., operations manager, assistant director, or comparable).

Experience with CAD, NG911, or radio system implementation projects.

Professional credentials such as NENA Emergency Number Professional (ENP), APCO Registered Public-Safety Leader (RPL), APCO Certified Public-Safety Executive (CPE), or Communications Unit Leader (COML).

Experience administering a dispatch protocol quality assurance program (e.g., ED-Q or equivalent).

PHYSICAL REQUIREMENTS:

Must have the use of sensory skills to communicate effectively in person, by telephone (including wearing and using a headset), and by radio, and the ability to see, read, hear, speak, and operate computers, multiple monitors, radio consoles, and telephone systems.

Work is performed primarily in a secure, climate-controlled communications center and office setting and requires prolonged periods of sitting and computer use.

Occasional standing, walking, bending, kneeling, and reaching; occasional lifting and carrying of up to 25 pounds.

Work involves frequent interruptions, simultaneous demands, and exposure to distressing or traumatic information related to emergency calls; must be able to respond to the ECC, EOC, or field locations at any hour during emergencies.

SPECIAL REQUIREMENTS:

Possession of a valid Driver's License.

Available for varied work hours as needed, and on an on-call basis for emergency situations, with the ability to report to the ECC within a reasonable response time as established by the Director.

Must successfully complete and maintain a criminal history background check, including fingerprinting, sufficient to obtain and retain CJIS access.

This position is subject to random drug and alcohol testing.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential tasks.

EQUAL OPPORTUNITY EMPLOYER:

The Berkeley County Commission provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.