KaneComm (Kane County Emergency Communications)
9-1-1 Operations Manager
KaneComm is a multi-jurisdictional dispatch center responsible for the dispatch services for eight police departments and seven fire departments located in Kane County. KaneComm is staffed with 15 Telecommunicators and three Shift Supervisors. In 2021, KaneComm answered 136,949 emergency and non-emergency telephone calls and dispatched 70,306 calls for service.
The Operations Manager is responsible for supervising staff and assisting the Deputy Director and Supervisors in the day-to-day operations of the communications center; ensures compliance with policies, procedures, and standards to enable the safety of all public safety responders and the public; serves as a vital link between the citizens of Kane County and the public safety agencies devoted to protecting them.
This position is a salaried position requiring as many hours as necessary to accomplish the duties and responsibilities with a minimum of 40 hours per week, with 24-hour on-call responsibilities. Current conditions and demands necessitate that the Operations Manager position work flexible night hours with availability to attend subscriber and board meetings during the day, when necessary. This position is classified as managerial.
Reports to the Deputy Director of Communications
Essential Job Functions:
The following duty and responsibility statements are illustrative of the essential functions of this position and do not include other marginal duties that may be required. The Director of Communications reserves the right to change the duties and functions of this position at any time.
- General Supervision – Carries out managerial responsibilities in accordance with Standard Operating Procedures, Collective Bargaining Agreement and applicable laws. Oversees dispatch operations, schedule adjustments, administrative notification, proper completion of required forms, support assignments and delegating tasks when appropriate. Will assist in the implementation and delivery of training programs for newly hired Telecommunicators and continuing education for existing Telecommunicators as assigned by the Deputy Director of Communications.
- Operational and Performance Supervision – Investigates issues and concerns related to shift operations. Provides written reports, counseling/discipline, addressing citizen complaints, resolving shift problems, appraising performance; rewarding and disciplining employees; coordinating, developing and approving staff training; recognizing quality performance through Quality Assurance Reviews, incident critiques, observed behavior, and subscribing agency feedback. Attends staff meetings. Completes annual performance evaluations. Will alert the Deputy Director of Communications to any violations of Kane County Emergency Communications procedure by subordinates.
- Quality of Work – Adheres to all applicable rules and guidelines related to established work hours and scheduling. Takes corrective action when made aware of areas needing improvement. Is aware of and responsive to co-workers and work environment conditions.
- Relationships (Internal/External) – Interacts with citizens, subscribing agency personnel and coworkers in a cooperative, courteous and professional manner. Professionally handles constructive criticism.
- LEADS – has a working knowledge of the LEADS/NCIC system. Maintains LEADS full access certification. Maintains personal security and confidentiality requirements.
- MABAS/Statewide/ILEAS – Has a working knowledge of understanding of the MABAS, Statewide and ILEAS systems. Is familiar with the location and use of hardcopy and computer based resources related to these systems.
- Technical Knowledge – Working knowledge and proficiency of all operational related resources and equipment. Makes proper administrative notifications as needed.
- Supports and Assists Director and Deputy Director with the development of goals, objectives, policies and procedures; ensures compliance with and effectively implements policies and procedures; attends and conducts meetings and training sessions as required.
- Maintains and seeks to improve professional knowledge, skills, and development.
- Operate in such a way as to compliment coordination between shifts, staff members, and member agencies of the system to maintain high morale and a positive working environment.
- Maintains positive attitude and ability to motivate others in a positive way.
- Self-motivated, goal-oriented, and solutions-based while working independently to meet required deadlines, goals and objectives.
- Will work directly with the on-duty Patrol Supervisors to resolve any conflicts that may occur between Telecommunicators and Officers.
- Performance is consistent with KaneComm’s core values of Teamwork, Respect, Integrity, Honesty, and Accountability
- Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
- Performs other related duties as assigned.
Material and Equipment Used:
- General office equipment
- Computer Aided Dispatch System
- Radio equipment
- Digital Voice Recording equipment
- 9-1-1 and Business Telephone System
Minimum Qualifications Required:
Education and Experience:
- High school diploma or GED; and,
- Two years of 9-1-1 supervisory experience and/or, five years experience as a 9-1-1 Telecommunicator
- Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Licenses and Certifications:
- Law Enforcement Agency Data System (LEADS) Certification
- APCO Emergency Medical Dispatch Certification
- Illinois Department of Public Health (IDPH) Emergency Medical Dispatcher Certification
- CPR Certification
- National Incident Management System (NIMS)
- Public safety dispatch operations
- Department organization and standard operating procedures
- Public safety communications equipment
- Developing teams, motivating employees and maintaining employee morale
- All applicable state, federal and local ordinances, laws, rules and regulations
Preferred qualifications and experience with:
- Tyler Enterprise Computer-Aided Dispatch System
- Eventide MediaWorks Digital Logging Recorder System
- Intrado Viper Call Handling System
- Motorola MCC7500 Dispatch Console
- Planning, organizing, assigning, directing, reviewing, and evaluating the work of the staff.
- Oral and written communication with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous and professional manner.
- Operating all software and hardware related to perform the essential functions of the job.
Mental and Physical Abilities:
- Must be able to read, remember and use policies, procedures, criminal laws and ordinances that apply to the position, as well as remembering numerous details of calls received.
- Must establish and maintain effective positive and professional working relationships in daily operations with superiors, subordinates, officials, departments, other government entities, and the general public.
- Understanding and following oral and written instructions.
- Will possess and maintain the requisite physical abilities necessary to carry out the duties of a Communications Shift Supervisor.
- Training staff in work procedures and policies.
- Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
- Communicating clearly and concisely in writing during emergency and nonemergency situations.
- Recalling, identifying, and categorizing information.
- Ability to prioritize and manage multiple projects and responsibilities as assigned.
- Ability to maintain confidentiality on all emergency and non-emergency matters.
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility to work in a typical office setting and use standard office equipment; stamina to remain seated for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and a computer screen, and hearing and speech to communicate in person, over the telephone and over the radio. Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement and the dispatcher must remain alert and responsive while observing computer display screen for uninterrupted periods of time; may be subject to extended work periods without relief, periods of high call volume, and stressful situations.
Kane County employment application and resumes accepted by:
Department of Human Resource Management
719 Batavia Avenue
Geneva, IL 60134
Qualified applicants will be contacted with information regarding the testing process. Please do not contact the Emergency Communications Center directly with inquires regarding employment opportunities. Applicants must submit to a criminal background check. EEO Employer/Program. Auxiliary aids are available to individuals with disabilities upon request.