Description

Jeffcom 911 – Connecting Lives, Surpassing Expectations

Jeffcom 911 is seeking a collaborative and highly skilled Operations Manager to join our leadership team. This critical role helps ensure that our communications center delivers exceptional service to the public and our partner agencies, consistent with our vision of Connecting Lives, Surpassing Expectations and rooted in our core values: Compassion, Professionalism, Integrity, Respect, Unity, Accountability, and Adaptability.

The Operations Manager oversees one of Jeffcom’s major operational areas—Police Dispatch, Fire Dispatch, or Call-Taking—and plays a major leadership role in supporting staff, improving systems, and ensuring efficient 24/7 emergency communications operations.

About the Role

The Operations Manager coordinates, plans, manages, and administers daily operations in their assigned section of the emergency communications center. This position ensures that emergency, non-emergency, and administrative calls for service are answered and processed quickly and accurately, and that police, fire, and EMS resources are dispatched effectively.

This position works under the general supervision of the Deputy Director of Operations and directly supervises Communications Supervisors.

Key Responsibilities

• Lead, manage, and monitor daily operations for assigned area: police dispatch, fire dispatch, or call-taking.
• Partner with the Scheduling Team to coordinate staffing, maintain attendance records, approve leave, and ensure 24/7 coverage.
• Provide leadership, coaching, mentorship, and support to supervisors and specialists.
• Conduct performance evaluations, issue corrective action when needed, and recommend commendations and discipline.
• Oversee and participate in personnel investigations; recommend findings and disciplinary actions.
• Develop and implement goals, objectives, policies, procedures, staffing plans, and operational strategies.
• Participate in budget planning and demonstrate fiscal responsibility for assigned section. Stay current on industry trends, regulations, and technologies; recommend improvements and innovations.
• Represent Jeffcom in regional working groups, consortiums, committees, and meetings with partner agencies.
• Support staff during critical incidents and coordinate with emergency response partners.
• Maintain required reports, records, and documentation in compliance with all applicable laws and standards.
• Promote open communication, transparency, and collaboration with employees. Ensure confidentiality and adhere to all security, data, and CJIS requirements.
• Serve in an on-call capacity and work extended hours, evenings, weekends, or holidays as required.

Requirements

Minimum Qualifications

• High school diploma or GED required; Bachelor’s degree preferred.
• Minimum of five (5) years emergency communications experience or equivalent combination of training and experience. 
• Minimum of three (3) years supervisory experience required.
• Managerial experience in a consolidated 911 center preferred.
• Strong working knowledge of emergency communications systems and technology, including CAD, 911 systems, CCIC/NCIC, radio systems, GIS, and emergency dispatch protocols (EMD/EFD/EPD).
• Ability to obtain CCIC/NCIC certification within six months of hire.
• Valid Colorado driver’s license and acceptable driving record.
• Ability to remain drug- and alcohol-free; marijuana use is not permitted.
• Preference for candidates with NENA CMCP, Priority IAED CMC, or other manager-level certifications.
• Must obtain NENA ENP and one of the following within 12 months: NENA CMCP, APCO RPL, or Priority IAED CMC. 

Required Knowledge, Skills & Abilities

• Strong leadership abilities including coaching, motivation, team building, and conflict resolution.
• Knowledge of public safety communications operations and regulatory frameworks.
• Ability to manage projects, plan strategically, and understand budgeting processes.
• Excellent oral and written communication skills.
• Ability to make sound decisions under pressure and during high-stress incidents.
• Strong analytical skills and the ability to interpret data, reports, and trends.
• Proficiency with office technology, including Microsoft Office Suite.
• Ability to work collaboratively with partner agencies, vendors, and stakeholders.
• Commitment to diversity awareness, ethical operations, and professional standards.

 Work Environment

This role operates within a secure communications center environment and includes both administrative and operational activity. The position requires periods of sitting, frequent use of computers and telecommunication equipment, and occasional lifting up to 25 pounds. Work may involve extended hours, emergency responses, and on-call duties, particularly during staffing shortages or widespread incidents. 

Why Join Jeffcom 911?

At Jeffcom, you’ll be part of a trusted, mission-driven team dedicated to serving our communities with excellence. We offer competitive compensation, strong benefits, a supportive leadership environment, and opportunities for professional growth and certification.