Assistant Operations Supervisor Communications

Duties and Responsibilities

• Accomplishes staff results and consistent measures by communicating job expectations to supervisors; planning monitoring and appraising job results; oversee coaching counseling and disciplining employees; developing coordinating and enforcing systems policies procedures and productivity standards. Responsible for managing major components of Operations to include daily system oversite Telecommunicator Unit Hour Production and Communications Schedule execution both overall and for the upcoming operational period. Develop implement maintain and execute Communications labor model. Maintains situational awareness of the 911 System (both EMS and County Fire) the EMS System as a whole (Communications and Field) by competently standardizing functions providing continuity of service and process management across areas of 911 NET Special Operations. Actively functions as a liaison with internal departments and actively maintains relationships with our external allied agencies. Collaborates with Operations Management Team (OMT) to execute department level strategic goals by participating in and leading improvement projects follow QBS processes reports results to senior leadership and leads implementation of improvement work. Manage and oversee large-scale incidents within the 911 Center to include not limited to MCIs natural disasters allied agency support missions cardiac arrests etc. Maintains professional and technical knowledge by attending all agency continuing education educational workshops reviewing professional publications establishing personal/professional networks and then contributing professional development to peers and team to successfully accomplish shared goals and mission. Agency Representation Must adhere to the Medic Standards of Behavior. Must adhere to Medics Core Values of compassion customer advocacy fairness honesty integrity responsibility and straight forwardness. Must maintain a positive working relationship with internal and external customers. Must maintain confidentiality of information abide by all applicable laws comply with departmental policies and corporate compliance plans. Must make recommendations for process improvement. Must provide development and support in adherence to all Agency policy and procedures. Employee Relations Manages subordinate supervisors who supervise employees in Communications. Responsible for overall direction coordination and evaluation of this unit. Maintains oversight of Operations Supervisor-Communications investigations of employees for disciplinary matters reviews and reports regarding the investigations and approves discipline recommendations in consultation with Human Resources. Provides leadership to Supervisors and employees to develop skills enabling them to resolve difference and conflicts and advises employees in consultation with HR as needed. Responsibilities include assisting with interviewing hiring training and promotion of Communications employees assisting with addressing inquiries and complaints resolving conflicts plans assigns and assisting with professional development team collaboration of Communications employees. System Status Plan (SSP) oversight to ensure plans are followed training is complete and Response Time Compliance goals are exceeded. Continuously looks for options for improvement in these areas based on best practices or implementation of new improvement processes. Assists Operations Manager-Communications with oversight of 911 Call Processing/Dispatch of Mecklenburg County Fire departments partner relationships and assists with making recommendations for County Fire process improvement within Communications boundaries and responsibilities.

QUALIFICATIONS

• H.S. Diploma or G.E.D
• Minimum of 3 years experience in at MEDIC and/or 3 years experience in 911 Emergency Communications or in EMS Operations
• Minimum one year of experience in supervision of or training of employees
• Strong communication skills: written verbal and listening
• Must be EMD and EFD Certified or have ability to attain within 3 months
• Must complete FEMA classes IS-100 IS-200 IS-700 and IS-800 within 1 month of employment

CONDITIONS OF EMPLOYMENT

• This position (Assistant Operations Supervisor-Communications) is considered a critical function within the Agency; subject to call back and overtime if required.
• This position is classified as an essential employee (as defined by Mecklenburg EMS Agency) which requires the employee to report to duty in all types of natural or manmade situations; the employee must adhere to agency disaster work policy.
• Able to work flexible hours; able to work holidays nights and weekends.
• Must be compliant with all required Agency provided Continuing Educations courses

MENTAL DEMANDS/REQUIREMENTS

• Must learn to adapt to changes without compromise and become proficient quickly.
• Must be alert at all times and pay close attention to details.
• Must be able to operate effectively in unpredictable situations.
• Must adhere to all work rules procedures and standards

SALARY: $; additional based on relevant experience

Interested applicants must ensure completion of the following steps NO LATER THAN November 14th 2025 to be considered for the position.

1. Complete the online application and upload a resume in the UKG recruitment portal.

Required Experience:

Manager