Class Summary
DEPARTMENT PURPOSE
The Spokane United 911 Network (SUN) is dedicated to safeguarding the lives and property of the community by serving as the first point of contact in emergencies. Operating 24/7, the department provides prompt, professional, and compassionate response to 9-1-1 calls and other emergency communications. Our primary mission is to accurately gather and relay critical information to law enforcement, fire, and emergency medical services, ensuring the fastest and most effective deployment of resources. Through excellence in communication, situational awareness, and coordination, the (SUN) Department plays a vital role in the public safety ecosystem.
POSITION PURPOSE
The Operations Manager is responsible for overseeing the daily operations of the Spokane United 911 Network (SUN) to ensure the consistent, efficient, and effective delivery of emergency communication services. This role manages call-taking and dispatch functions, supervises staffing and scheduling, and ensures compliance with department policies and standard operating procedures. The Operations Manager provides leadership and support to shift supervisors and frontline staff, addresses operational challenges and performance issues, and collaborates with law enforcement, fire, and EMS agencies to enhance coordination and response. Additionally, the position plays a critical role in crisis management, particularly during large-scale incidents or system disruptions, ensuring continuity of service and public safety.
SUPERVISION EXERCISED
The Operations Manager provides direct supervision to shift supervisors and frontline staff within the Spokane United 911 Network (SUN). This includes leading by example to foster a professional, motivated, and cohesive team environment. The manager is responsible for implementing ongoing training programs, mentoring staff, and promoting continuous skill development to maintain high performance standards. Through effective communication and team-building strategies, the Operations Manager ensures staff are well-prepared, confident, and collaborative in delivering emergency communication services. Additionally, the manager addresses performance issues promptly and supports a positive workplace culture that emphasizes accountability, respect, and operational excellence.
Examples Of Job Functions
The following responsibilities and requirements are functions the individual who holds or desires the position must be able to perform unaided or with the assistance of a reasonable accommodation.
Key Responsibilities
- Manage the daily operations of the municipal (SUN) to ensure efficient, accurate, and timely emergency call-taking and dispatch services.
- Oversee staffing, scheduling, and shift assignments in a unionized environment to maintain full operational coverage and compliance with labor agreements.
- Enforce adherence to department policies, procedures, and standard operating guidelines.
- Provide strong leadership, training, and ongoing support to shift supervisors and frontline staff, fostering professional development and team cohesion.
- Collaborate closely with law enforcement, fire, and EMS agencies to coordinate seamless emergency response efforts across the municipality.
- Monitor and evaluate staff performance, addressing issues promptly and effectively
- Assist in crisis management during large-scale incidents or system outages, ensuring operational continuity.
- Promote a positive work culture by implementing team-building strategies that enhance cooperation and morale.
- Review and update operational procedures and workflows to improve efficiency, accuracy, and service quality
- Assist with recruitment, onboarding, and comprehensive training programs, ensuring new hires are prepared to meet departmental standards.
- Manage technological resources and equipment to optimize call-taking and dispatch operations.
- Conduct regular audits, quality assurance reviews, and compliance checks to maintain high operational standards.
- Serve as a point of escalation for operational concerns, resolving issues swiftly and maintaining open communication with applicable stakeholders.
- Prepare and present reports on operational metrics, staffing, and incident response.
- Support continuous improvement efforts through data analysis, feedback, and innovation.
- Performs related duties as assigned.
Requirements
Knowledge of:
- Federal Communications Commission (FCC) regulations and guidelines related to 9-1-1 services and emergency communications.
- Washington State public safety laws, regulations, and standards governing emergency communications, including compliance with the Washington State enhanced or next generation 911 emergency communications program requirements and relevant municipal codes.
- Public safety systems such as Computer Aided Dispatch (CAD), Records Management System (RMS and other), 9-1-1 trunks, radios communication systems and other dispatch technologies.
- (SUN) operations, emergency response protocols and workflows that support effective public safety operations.
- Local government operations, budgeting, and municipal public safety priorities impacting (SUN) functions and resource allocation.
- Crisis management principles and protocols, including incident command systems (ICS) and National Incident Management System (NIMS) as applied in public safety communications.
- Best practices and standards set by the National Emergency Number Association (NENA) and the Association of Public-Safety Communications Officials (APCO).
Skill In
- Utilizing emergency communication technologies and computer-aided dispatch (CAD) systems commonly used in Washington State to monitor operations and enhance service delivery.
- Using data management and reporting tools to compile operational reports and track key performance indicators.
- Implementing and managing training programs that enhance staff competencies and ensure compliance with industry standards and legal requirements.
- Applying project management techniques to lead operational improvements and manage special initiatives within the (SUN).
- Conflict resolution and collaboration within a unionized workforce to maintain positive labor relations and workplace harmony.
Ability To
- Lead and coordinate multi-agency emergency response efforts involving law enforcement, fire, and EMS, ensuring compliance with state and local protocols and fostering effective interagency communication.
- Develop, implement, and enforce standard operating procedures (SOPs) and training programs aligned with state best practices, industry standards, and municipal policies to ensure operational efficiency and legal compliance.
- Effectively communicate complex information clearly and diplomatically with staff, union representatives, public safety agencies, elected officials, municipal leadership and the public.
- Manage stressful situations calmly and decisively, maintaining operational control during emergencies and system disruptions.
Minimum Qualifications
Any combination equivalent to the experience and education that would likely provide the relevant knowledge and abilities would be qualifying. Generally, this will include:
Education
- Bachelor’s degree in public administration, criminal justice, emergency management, communications, or a related field is preferred.
- Equivalent combination of education and progressively responsible experience in emergency communications or public safety operations may be considered.
Experience
- Five (5) years’ experience in progressively responsible emergency communications, public safety dispatch, or related operations, preferably within a municipal or governmental (SUN) environment.
- Three (3) years’ supervisory or management experience overseeing teams in a high-pressure, 24/7 public safety or emergency communications setting.
Licenses And Certifications
- Certification in Emergency Number Professional (ENP) or Registered Public Safety Leader (RPL) from the Association of Public Safety Communications Officials (APCO) International is highly preferred.
- Completion of National Incident Management System (NIMS) training, including Incident Command System (ICS) 100, 200, 300, and 400 are preferred.
- Must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Safety Telecommunicator certification, Emergency Dispatch certification, and ACCESS II certification
- A valid driver’s license or otherwise demonstrated ability to get to and from multiple work location as required.
Note: Required certification and training is paid for by the City of Spokane
WORKING CONDITIONS
Work is primarily performed in an office environment within a facility, which operates 24 hours a day, 7 days a week. Position requires availability to work varied shifts, including nights, weekends, holidays, and to ensure continuous (SUN) operations and management coverage. May be required to respond to emergency situations or incidents outside of regular working hours. Frequent use of computers, telecommunication equipment, and other electronic systems essential to emergency communications. Work may involve periods of high stress due to the nature of emergency response and public safety operations. Position may require occasional travel to attend meetings, training, or interagency coordination events. May require standing, walking, or sitting for extended periods.
BEHAVIORAL STANDARDS
As an exempt employee of the City of Spokane, the Spokane United 911 Network (SUN) Operations Manager is subject to the City's Code of Ethics set forth in Chapter 1.04A of the Spokane Municipal Code. As such, "it is the policy of the City of Spokane to uphold, promote, and demand the highest standards of ethics from all of its employees who shall maintain the utmost standards of responsibility, trustworthiness, integrity, truthfulness, honesty and fairness in carrying out their public duties, avoid any improprieties in their roles as a public servant including the appearance of impropriety, and never use their City position, authority or resources for personal gain."
EEO STATEMENT
We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status, or disability status.
Insurance Benefits
Eligibility: Coverage begins for new hires and their dependents on the first day of the month following 30 consecutive days of employment.
Eligible Dependents: Spouse or Domestic Partner, birth, adopted children or children placed for adoption, Domestic Partner's children, step-children who live with employee, and any child for whom employee is legal guardian or for whom coverage is required by a Qualified Medical Support Order. Adult children under age 26 are eligible.
Medical
Qualified employees may select from two health carrier options; a Health Maintenance Organization (HMO) administered by Kaiser Permanente or a Preferred Provider Option (PPO) administered by Premera Blue Cross. The monthly premium varies dependent upon plan and coverage level selected.
Vision
Vision coverage is included in the medical plan selected. Costs for eye exams and hardware; lenses, frames or contacts varies depending on the medical plan selected.
Dental
Dental insurance is provided by Delta Dental of Washington. The monthly premium is minimal for employee
and eligible dependents.
Life Insurance - Employee Only
Basic Term Life Insurance is provided at one-and-a-half times the employee's annual base salary to a maximum of $150,000. The City pays the monthly premium in full.
Life Insurance - Eligible Dependent(s)
Basic Term Life Insurance is provided at $7,500 for spouse/domestic partner and $3,000 for each child. The City pays the monthly premium in full.
Long-Term Disability Insurance
Long-Term Disability Insurance is provided by The Standard. The City pays the monthly premium in full.
Flexible Spending Account
The City offers two optional Flexible Spending Accounts (FSA) - Health Care FSA and Dependent Care FSA. The Health Care FSA allows an employee to use pre-tax dollars to receive reimbursement for eligible medical, dental, and vision expenses. The Dependent Care FSA allows an employee to receive reimbursement for eligible daycare expenses for dependent children up to age 13 and other eligible dependents as defined by IRS Code.
AFLAC
Supplemental insurance is optional and is provided by AFLAC to help pay benefits that major medical insurance does not cover. The employee pays 100% of the monthly premium.
AudioNet Hearing Aid Benefit
AudioNet Hearing Aid Benefit is optional. The City of Spokane has partnered with AudioNet America to offer a discounted Hearing Aid Program with fixed out-of-pocket costs.
LegalShield/ID Shield
Prepaid legal services and/or prepaid identity theft programs are optional. These programs pay for a limited number of documents to be reviewed, limited trial defense representation, the preparation of a standard will, identity theft consultation, restoration and monitoring according to terms of contract.
Pet Insurance
Get cash back on the everyday care your pet needs to stay healthy! Nationwide/Voluntary Pet Insurance is an optional plan in which City of Spokane Employees can enroll.
Voluntary Term Life Insurance
Voluntary Term Life Insurance is optional and is provided through The Standard Insurance Company and is subject to application review and approval. Additional coverage up to $300,000 is available for employees and their spouse/domestic partner. Dependent children can be insured for up to $10,000 each. The employee pays 100% of the monthly premium.
Continued Medical/Dental Insurance
Employees separating from City service have the option to continue medical and/or dental insurance benefits in accordance with the Consolidated Omnibus Budget Reconciliation Act (COBRA). The employee pays 100% of the monthly premium in addition to a small monthly administrative fee.
Retirement Benefits
Spokane Employees' Retirement System
The Spokane Employees' Retirement System (SERS) is a defined benefit pension plan covering non-uniformed, permanent employees. As a participant, you contribute 11% of your salary toward your retirement. Contributions and earnings are tax-deferred. The City also contributes 11% of your salary toward your retirement. Employees hired on or after January 1, 2015 become vested (eligible for a monthly benefit at retirement age) at seven years of service.
Deferred Compensation
Enrollment in the City-sponsored 457 Deferred Compensation Plan administered by MissionSquare Retirement allows participants, on a voluntary basis, to defer a portion of their salary on a before or after tax basis. Contributions and associated earnings contributed on a before tax basis are eligible to receive City matching contributions and are tax deferred (not taxed until taken out). You can also choose to participate in the 457 Roth (after tax) contribution option. You may enroll in the 457 plan or change your contribution at any time. Minimum contribution is $15 per paycheck up to and is subject to the IRS annual limitations. The City will match employee contributions up to $200/month.
PAID TIME OFF
Official Holidays
The City observes seven official holidays as paid. An official holiday that falls on a Saturday will be observed on the preceding Friday. An official holiday that falls on a Sunday will be observed on the Monday immediately following. The City observes Martin Luther King Jr's birthday but has not declared that day as an official holiday. For this reason, employees hired before the third Monday of January receive an additional eight hours of floating holiday time to be used in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.
Personal Leave
Employees hired by January 15th receive forty (40) hours of personal leave, between January 16th and March 31st receive thirty (30) hours, between April 1st and June 30th receive twenty (20) hours, and employees hired between July 1st and September 30th receive ten (10) hours. If hired after September 30th no personal leave is received. Personal Leave may not be carried over into the next year and any unused hours will not be paid at termination.
Floating Holidays
48 hours of Floating Holidays to be used as of January 1st. Floating holiday hours may not be carried over into the next year and any unused hours will not be paid at termination.
Vacation Leave
Employees earn paid vacation hours each pay period. The number of hours earned depends upon the employee's length of employment and the number of hours in a pay status. Vacation accrual ranges from 12 days per year for a new employee to 20 days per year after 11 years of employment. Unused vacation hours carry over each year but are subject to maximum accrual amounts in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.
Sick Leave
Sick leave accrues at a rate of six (6) hours per biweekly pay period. Employees must be in paid status for 80% of that pay period to accrue sick leave. Unused sick leave hours carry over each year.
Other Leaves
The City also provides several other paid and unpaid leaves, such as: bereavement leave, Family and Medical Leave, maternity leave, jury duty, and military duty leave.
WORK/LIFE PROGRAMS
Employee Assistance Program
The Employee Assistance Program (EAP) is a referral and counseling service administered by Deer Oaks. It provides a myriad of services to employees and their household members. Services include receiving confidential assistance for personal issues, such as managing stress, depression, parenting, alcohol/drugs, grief, etc. Each household member is eligible to receive up to eight counseling sessions per issue per year at no charge. There is also a benefit relating financial or legal concerns in addition to Worklife/Convenience services and online tools.
Employer Sponsored Bus Pass (ESBP) Program
The City of Spokane encourages employees to use alternatives to driving alone to work and participates in the ESBP Program offered by Spokane Transit Authority (STA). The program provides employees a bus pass for unlimited rides free of charge.
Revised March 15, 2022
01
Do you have a Bachelor's degree in public administration, criminal justice, emergency management, communications; or a related field or, an equivalent combination of education and experience in emergency communications or public safety operations?
02
Do you have five (5) years’ experience in progressively responsible emergency communications, public safety dispatch, or related operations, preferably within a municipal or governmental PSAP environment? And have three (3) years’ supervisory or management experience overseeing teams in a high-pressure, 24/7 public safety or emergency communications setting?
