Program Manager VII/PSAP Division West

Job Description

Summary Description

The Director of the State 911 Department's PSAP Operations Division-West will oversee and direct 911 call-taking and dispatch services at the Berkshire Regional Emergency Communications Center (BRECC), currently located at the Berkshire County House of Correction in Pittsfield, Massachusetts. The BRECC will be the first 911 call center in the PSAP Operations Division-West. In the future, other State 911 Department 911 call centers may be added to that Division from the western and central part of the Commonwealth, over which the Director will oversee and direct 911 call-taking and dispatch services.

The Director of PSAP Operations Division-West is responsible for the staffing, operation, and general management duties associated with the BRECC. Additionally, the Director of PSAP Operations Division-West will coordinate the staffing and overall supervision of State 911 Department 911 call-taking personnel and will determine the number of 911 call-taking personnel necessary at the BRECC. The Director of PSAP Operations Division-West is also responsible for the operation of sophisticated public safety radio and 911 networks, data and telecommunications systems, and for establishing performance measures and quality assurance procedures to ensure that 911 call-taking personnel are following statutes, standards, and procedures as it relates to public safety. The Director of PSAP Operations Division-West will assist in transitioning 911 call answering and dispatch duties from the Berkshire County Sheriff to the State 911 Department.

Representative Duties and Responsibilities

• Supervise and oversee the State 911 Department Operations Division-West to ensure comprehensive and consistent compliance with all communications sections, performance standards, and applicable statutory standards. Conduct performance reviews in compliance with EPRS/Mass Achieve standards.
• Maintain liaisons with various private, local, state and federal agencies to exchange information and/or resolve various problems. Responsible for maintaining state-of-the-art techniques, tactics, training, and equipment related to critical incident management and ensuring they are incorporated into the 911 center's daily routine.
• Design and implement training programs that are effective and timely for 911 call takers to ensure all actions by employees are consistent with established policy.
• Manage statewide communications that support the State 911 Department and local emergency and law enforcement agencies, providing a high level of service to public safety agencies and ensuring all calls are disseminated effectively and efficiently
• Develop policies and procedures in accordance with Standard Operating Procedures that shall be applied in a consistent manner. Where feasible, match policies utilized by the NSR911 and POD-01 centers.
• Review and analyze data concerning 911 center objectives to determine progress and effectiveness and subsequently make recommendations for changes in procedures, guidelines, staffing levels, training, etc. Other duties, as assigned.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.