Description
The City of Grand Forks Public Safety Answering Point is seeking a strategic, innovative, and experienced leader to serve as our Division Chief of PSAP Operations. This position oversees the 24/7 operations of our Public Safety Answering Point, ensuring the highest standards of emergency communications, service delivery, and operational readiness. The Division Chief plays a critical role in protecting community safety through leadership, policy development, performance management, and technological advancement.
Examples of Duties
- Operational Leadership – Direct the daily activities of the PSAP, ensuring compliance with policies, procedures, and applicable laws while providing effective public safety communications services.
- Senior Advisory Role – Act as a senior advisor to the Fire Chief on all PSAP-related matters, including staffing, operations, personnel concerns, and critical incident support; provide recommendations for policies and improvements.
- Needs Assessment & Service Planning – Evaluate current PSAP service demands and staffing needs; recommend strategies and policies to ensure appropriate levels of service and readiness.
- Personnel Management – Select, train, mentor, and evaluate PSAP personnel; provide coaching, feedback, and performance reviews; address performance deficiencies and implement corrective action as needed.
- Workload and Staffing Oversight – Monitor staffing levels, scheduling, and workload distribution; ensure operational coverage 24/7 while balancing efficiency and employee well-being.
- Process and Performance Improvement – Assess and monitor dispatch operations, internal reporting systems, and call-handling procedures; recommend and implement improvements to increase service quality and efficiency.
- Training and Development – Oversee initial and ongoing training for call-takers and dispatchers; ensure staff maintain proficiency in systems, procedures, and customer service.
- Technology and Systems Support – Maintain familiarity with CAD, radio, phone, and related communication technologies, coordinate with city IT and vendors on system functionality and upgrades.
- Workplace Safety and Practices – Ensure PSAP staff follow city and department safety practices, proper ergonomics, and appropriate protective measures; address and correct unsafe conditions when observed.
- Policy Implementation – Assist with developing, implementing, and enforcing PSAP operational guidelines and procedures in alignment with department goals and applicable standards.
- Budget and Resource Support – Assist in developing and justifying budget requests for PSAP-related needs; provide leadership in monitoring operating and capital expenditures to ensure fiscal responsibility.
- Budget Monitoring & Adjustments – Review expenditures, assess resource needs, and recommend adjustments throughout the budget cycle to ensure balance and efficiency.
- Quality Assurance – Conduct call reviews, monitor compliance with protocols, and ensure adherence to state, local, and national standards for emergency communications.
- Grant Administration – Seek, develop, and administer grants related to PSAP operations, technology, or staffing; ensure compliance with requirements of awarded funding.
- Interagency Coordination – Serve as a liaison between the PSAP and partner agencies (law enforcement, fire, EMS, and mutual aid partners); foster effective communication and collaboration.
- Public and Professional Representation – Represent the PSAP in assigned committees, professional group meetings, and training sessions; stay current on industry trends and best practices.
- Emergency Support – Act decisively and calmly in emergency and high-pressure situations, providing leadership to staff during critical incidents. 18.Other Duties – Perform additional responsibilities as assigned to ensure the effective functioning of the PSAP division.
Marginal Functions
- May serve temporarily in other supervisory capacities as assigned.
- May coordinate special projects, committees, or initiatives related to PSAP services and technology.
Typical Qualifications
Knowledge: :The Division Chief of PSAP Operations must possess a knowledge of the principles, practices, and procedures of public safety communications and emergency call-taking, including computer-aided dispatch (CAD), radio, and telephone systems. The position requires a strong understanding of supervisory methods, employee relations, and leadership techniques; familiarity with municipal budget preparation and monitoring; and working knowledge of applicable local, state, and federal laws and regulations governing emergency communications.
Skills: Communicate clearly and effectively, both orally and in writing, and maintain cooperative working relationships with subordinates, peers, city leadership, and partner agencies. The role demands skill in problem-solving, conflict resolution, and decision-making under pressure, along with the capacity to interpret and apply departmental policies, procedures, and operational standards consistently.
Abilities: The Division Chief must be able to act calmly and decisively in high-stress situations, providing sound leadership and maintaining composure during emergencies. The position requires the ability to motivate, mentor, and evaluate personnel; identify and implement operational improvements; manage projects and priorities effectively; and maintain confidentiality and professionalism in sensitive matters. The ideal candidate will exhibit sound judgment, initiative, and adaptability in an environment that requires continuous improvement and interagency collaboration.
Supervisory Controls: The supervisor assigns work in terms of department goals and objectives. The supervisor reviews work through conferences, reports, and observation of department activities.
Guidelines: Guidelines include NCIC guidelines, NENA protocols, cybersecurity standards, and city and department policies and procedures. These guidelines require judgment, selection, and interpretation in application. This position develops department guidelines.
Complexity/Scope of Work: The work consists of varied management, administrative, supervisory, and professional emergency communication coordination functions. The necessity of coordinating with a variety of stakeholders while managing the response to emergency situations contributes to the complexity of the position. The purpose of this position is to plan, direct, and manage the activities and operations of 911 Center. Success in this position results in the provision of emergency communications services and contributes to the health and safety of responders and the general public.
Contacts: Contacts are typically with co-workers, other department personnel; affiliated law, fire, and EMS agency personnel; elected and appointed officials; representatives of local governments and state agencies; vendors; and members of the general public. Contacts are typically to give or exchange information, to resolve problems, to motivate or influence persons, or to justify, defend, or negotiate matters.
Physical Demands/Work Environment: Office environment; works with computers; traveling to different sites as required; Essential functions require maintaining physical condition necessary for sitting for prolonged periods of time.
Supervisory Responsibilities: This position has direct supervision over PSAP Operations Manager, Systems and Data Coordinator, 911 Training Specialist, 911 Team Leader, Emergency Communications Operator, and Senior Administrative Assistant.
Supplemental Information
Experience: Five years of increasingly responsible communications experience including three years of administrative and supervisory responsibility.
Education or Training: Equivalent to a Bachelors degree from an accredited college or university with major course work in business administration, communications or a related field. Equivalent combinations of education and experience may be considered.
License or Certificate: Possession of, or ability to obtain a valid drivers license Possession of, or ability to obtain a Emergency Number Profession (ENP) certification within two years of appointment.
The City of Grand Forks offers a comprehensive benefit package, to include participation in the North Dakota Public Employees Retirement System.
Employee Contribution is mandatory 5.5% with an
Employer Contribution of 13.77%. For more information on our benefits click 2025 Public Safety Benefit Summary 2026 Public Safety Benefit Summary
If you are applying for a Part Time Temporary or Seasonal position, you are not eligible for benefits through the City of Grand Forks.
