Duke University Job Descriptions
Duke Job Postings
To see if there are current openings for any of the job descriptions listed on this web site, please search Duke Jobs.
MANAGER, EMERGENCY COMMUNICATIONS
Job Title: MANAGER, EMERGENCY COMMUNICATIONS
Job Code: 2243
FLSA: E
Job Level: 11
Revised Date: 01/01/2020
Job Family: JF 28
Occupational Summary
The Emergency Communications Manager performs work of planning, managing, developing, implementing, and coordinating the agencys 9 1 1 dispatching and telecommunications operations and staff; assuring the efficient and economical use of division resources, personnel, and facilities, and implements management practices to optimize utilization of human resources.
Work Performed
Hire, counsel, discipline, and terminate employees in accordance with accepted management practices and departmental policy.
Plans, organizes, directs, and evaluates the performance of assigned staff; establish performance requirements and personal development targets; regularly monitors performance via quality assurance measures and provides coaching for performance improvement and development; approves and modifies disciplinary actions up to and including recommending termination to address performance deficiencies in accordance with departmental policies.
Provides leadership and participates in programs and activities that promote workplace diversity and a positive employee relations environment.
Provides leadership and works with lead telecommunicators and communications training officers to develop and retain highly competent, service oriented staff through selection, compensation, training, and day to day management practices that support the Departments mission, objectives, and service expectations.
Develop, review, and direct the implementation of policies and procedures for the Emergency Communications Division.
Attend conferences, conventions, and other educational meetings to keep abreast of state, regional, and national trends in 9 1 1 technology, policies, and procedures.
Serve on the Hospital Code Blue Committee as a member, and co chair of the Code Blue Communications Sub Committee; attend monthly meetings, perform call reviews and policy reviews.
Collaborate with other University and Medical Center departments to provide the most appropriate services to the Duke community, such as the Duke Hospital emergency operators (115), the Office of Information Technology (OIT), Facilities Maintenance Departments (FMD), Duke Fire and Safety, Parking & Transportation, etc.
Coordinate and/or perform staff training on new or updated systems used in the performance of job duties.
Maintain staff scheduling to ensure 24/7 coverage in the Emergency Communications Center; approve use of sick, vacation, and holiday time.
Assist CAD administrator with building and updating data tables, adding nature codes, disposition codes, and units.
Make recommendations regarding the purchase of equipment used in the division.
Plan and conduct back up center relocation drills with staff.
Provide oversight of the CTO program to maintain control of the training process and ensure that each trainee is receiving the necessary training.
Give directions, corrective actions, and make critical decisions regarding the CTO program.
Monitor all elements of the training process.
Ensure that the CTO program complies with accepted standards.
This may involve developing new training segments and making appropriate changes in the program.
Ensure that the CTO is provided with instruction on how to conduct performance based training, evaluations and clearly communicates their observations in the CTO program documentation.
Monitor activities of trainees by reviewing CTO program documentation continuously, identifying positive and negative performance trends, and assisting CTOs with recommendations for performance improvements.
Monitor the activities of the CTO personnel by reviewing CTO program documentation continuously, ensuring that CTO's are evaluating according to the agencys SEG's, identifying positive and negative evaluation trends and proper narrative documentation and troubleshooting unacceptable performance as needed.
Evaluate CTO performance according to the agencys policy and procedures.
Ensure that all training documentation (trainees, CTO, and program) is properly completed and filed.
Provide logistical support for CTO personnel, including resources and equipment to ensure the CTO can properly conduct training.
Conduct meetings with all CTO's to maintain or enhance communication, to identify and resolve conflicts that may arise, to acquire measures to provide opportunities toward improving the training program, and to maintain current status of the trainees performance.
Provide a contingency plan of action in the absence of CTO personnel.
Work with vendor to create, set up, and maintain QA questions/scoring data in database.
Pull CAD entries and call recordings to review staffs call taking and dispatching; complete QA scoring form for each call; review calls with staff members.
Ad hoc call review at the request of department administrators or Code Blue Committee.
Review CAD notes to ensure proper call documentation.
Provide remedial training to improve performance deficiencies.
Coordinate annual in service training; choose topics, schedule training dates, assign training modules to other ECC instructors.
Successfully complete and pass all training modules prior to teaching them.
Teach training modules, create team exercises/activities to enhance the lesson, administer end of course tests.
Submit training documentation to the Department training coordinator.
Monthly validations including pull files to be reviewed by the Investigations division for case status and accuracy; enter case disposition into EVOLVE system.
QCHL logs including review criminal history query records to ensure that queries are relevant and appropriate for an active case or call; ensure the correct codes are used; report any errors or inappropriate usage to the State Bureau of Investigation.
Biennial audit including assist the TAC with reviewing files, terminal data, terminal users, security awareness training records, etc. to ensure the department is found to be compliant and maintain our certification status.
Proctor certification testing including oversee certification and recertification testing for DCIN users.
Perform the duties of the ECO when necessary.
Assist with call taking and dispatching during times of heavy call volume.
Provide shift coverage during staffing shortages.
Operate numerous systems required to perform the ECO duties: CAD, radio, GTRI, LiveSafe, Outdoor Warning Notification System, Nagstamon, Keltron, Fleetmatics, DCIN, etc.
Required Qualifications at this Level
Education/Training
Generally requires a bachelor's degree.
Experience
Minimum of three years of experience as a 9 1 1 tele communicator; three years supervisory experience in 9 1 1 or other high volume call center.
Skills
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
