WESTCOM Emergency Communications
WESTCOM Emergency Communications (WESTCOM) is a fast growing regional 911 Secondary Public Safety Answering Point (sPSAP) providing Fire and EMS call taking and dispatching services to various agencies in and around the Greater Houston Area.

Position Overview
The Emergency Communications Operations Manager will be instrumental in overseeing the day-to-day operations of WESTCOM, focusing on operational efficiency, system reliability, staff supervision, and service continuity. This position supports the Director of Emergency Communications and is responsible for implementation and daily execution of established policies, procedures, and operational objectives.

* Compensation & Benefits will be determined by the Board of Commissioners of Harris-Fort Bend ESD 100.

Duties and Responsibilities

Foster a culture of operational excellence, emphasizing accountability, efficiency, and adaptability among the operations team.
Responsible for the daily operations of WESTCOM, including overseeing and coordinating the work of Shift Supervisors and Communications personnel.
Responsible for daily scheduling to ensure adequate staffing levels.
Serve as back-up/support for emergency communications when necessary.
Responsible for confidential audio and video recordings for Fire, EMS and law enforcement and oversees supply of recordings as requested for review and/or evidence.
Responsible for maintaining any Disaster preparedness/response protocols.
Responsible for implementation and adherence to established policies, procedures, and operational standards.
Participate in any emergency operations plans identified by the need of client agencies during emergency situations as well as overseeing any Tactical Dispatch Team.
Responsible for recommendations involving discipline, selection, and retention.
Conduct performance evaluations and submit termination recommendations to the Director of Emergency Communications.
Collaborate with WESTCOM administrative team to address maintenance, safety, and security needs.
Purchasing office supplies and incidental items according to and within the WESTCOM budget.
Manage and oversee training logistics to ensure continuous skill development.
Support and train Supervisors to ensure operational consistency and readiness.
Maintain and ensure all required certifications, licenses, and professional credentials remain current and in good standing in accordance with agency standards and regulatory requirements.
Promote a culture of ongoing learning and professional development within the organization.
Serve as the subject matter expert and public safety professional responsible for the management, maintenance, and optimization of the CAD system.
Ensure the CAD system, which maps, logs, and dispatches police, fire, and EMS, operates reliably 24/7.
Coordinate with vendors and technical support providers to address system updates, troubleshooting, and enhancements.
Prepare payroll and monitor Paid Time Off (PTO) of employees for Director of Emergency Communications of Emergency Communications review and approval.
Prepare invoices for Director of Emergency Communications review and approval.
Champion employee well-being initiatives, creating a supportive work environment for the operations team.
May perform other related duties as assigned.

Qualifications

Knowledge of all aspects of a Public Safety Communication Center operation.
Knowledge and background of Fire and EMS Communications and dispatching procedures.
Knowledge of communication facilities, equipment and management practices as they pertain to the operation of a Public Safety Communications Center.
Excellent oral and written communication and excellent typing skills. Should possess exceptional interpersonal skills and the ability to manage multiple priorities.
Knowledge of rules and regulations of the Federal Communications Commissions (FCC) as they pertain to the operation of a Public Safety Communications Center.
Knowledge of agency’s geographical service areas.
Knowledge of operational needs of First Responders.
Certifications / Licenses
Must possess a valid driver’s license issued by the State of Texas, with an acceptable driving record.
National Incident Management System (NIMS) and Incident Command System (ICS) as it relates to a Public Safety Communications Center.
Minimum of NIMS 100, 200, 700, 800
Preferred have ICS 300 & 400
International Academies of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) call-taking Certification.
Must maintain current Dispatch CPR Certification through the IAED.
Work independently with minimal supervision.
Evaluate client business requirements and work collaboratively to ensure customer service.
Supervise and problem-solve with considerable independent judgement, analysis, and evaluation.
Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
Understand the organization, operation, and services of WESTCOM and outside agencies as necessary to administer assigned responsibilities.
Interpret and apply federal, state, and local policies, laws, and regulations.
Establish and maintain effective working relationships with internal and external stakeholders in the course of performing assigned duties.
Hands on ability relative to the performance of the dispatch and call taking functions.
The position requires a calm, poised individual with excellent customer service skills.
The ability to handle telephone, radio and high traffic situations is essential.

The Director of Emergency Communications and/or the Board of Commissioners has the right to consider any combination of education and experience in determining an individual’s qualification for this position.

Physical Demands

The physical demands and work environment characteristics described are representative of those that must be met or are encountered by a member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Ability to work in a standard office environment and to travel to different sites and locations as needed. The work of this classification entails frequent walking, standing, sitting, use of keyboards, and the monitoring of Public Safety Communications equipment and reporting on such. Also, the use of coordinative and manipulative skills involved with operating computer equipment, telephones, radio, and hearing and speaking exchange information with emergency callers and Public Safety personnel.
Knowledge
Performs work in accordance with established rules, regulations, and instructions from industry standards. Reporting back to the Board of Commissioners who review work through reports, conferences, and observations of efficiency.
Principles and practices of budget preparation and administration.
Principles of supervision, training, and performance evaluation.
English usage, spelling, grammar, and punctuation.

Conduct of the Emergency Communications Operations Manager

All personnel are expected to use professional courtesy, discretion and sound judgement when engaging in any contact with co-workers, members of the public, vendors, visitors, volunteers, commissioners and/or other personnel.
Personnel are also responsible for but not limited to the following behavioral expectations: maintaining confidentiality of business knowledge and personnel information, maintaining professional relationships while engaging in job-related tasks, cooperating with others to resolve conflict and achieve goals, and maintaining a pleasant attitude while leaving personal business or issues/problems outside the workplace.

Harris Fort Bend Emergency Services District 100

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