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E911 Center Manager



SUMMARY:   The Emergency 9-1-1 (E911) Center Manager is responsible to assist the Support Services Administrator in the operations and programs in the Division. Assumes the duties, responsibilities, and the authority of the E911 Center in the Administrator's absence.  The E911 Center Manager shall assign and direct subordinates, ensuring that all policy, rules, regulations, orders, procedures and directives are enforced and implemented. The E911 Center Manager shall make independent decisions or recommendations in the hiring, promotion, transfer, discipline or discharge of employees in accordance with Policy and Procedures, Oneida County Code, and Wisconsin Statutes. The E911 Center Manager is directly accountable to the Support Services Division Administrator to assist with the implementation of all of the Sheriff's orders and direction concerning the operation of the Division. 

Under general direction , manages, plans, directs and schedules the work of the E911 Center; responsible for administrative duties as required for reporting warrants, articles, and missing persons to the state as well as maintaining the records on these matters; responsible for short-term and long-term planning, budgeting, organization and staffing of the Center; oversees the Center training program; oversees the routine testing and inspection of equipment; prepares and maintains multiple levels of information relative to databases of the Enhanced 9-1-1 (E911) System; serve as agency liaison with outside system users; coordinate and manage all aspects of the County communications system, including radios, towers, and infrastructure. 

 In addition to these duties, as needed, serve as a Communications Technician for the Sheriff's Office.  This is accomplished by the receiving of emergency and non-emergency calls for assistance; transmitting information and dispatching law enforcement, fire and/or medical personnel and appropriate equipment through the use of telephones, data and radio communications equipment; monitor all communication monitors and monitor and operate all equipment and alarms located in the Communication Center. 

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 Assist in the hiring, promotion, transfer, discipline or discharge of agency employees in accordance with current policy and procedures. 

Research, plan, organize, and conduct Communication Center training as required.  Manage and record and research all complaints from citizens and user agencies. 

 Manage quality control and ensure personnel proficiency and counsel personnel as required.  Assist in the professional development of Division personnel and perform supervisory employee performance evaluations.  Relieve from duty any personnel considered incapable of performing required duties. 

 Attend training programs as required to keep current on issues related to public safety communications operations.  Meet with the agency personnel and Command Staff personnel to discuss policies, procedures, and programs that affect the operation of the Communications Center.  Participate as needed to assist with office-wide strategic planning and program development.

Prepare the E911 Center budget, monitor the budget, and prepare reports and analysis as required.  Responsible for the fiscal status of Communications Center operations, including managing accounts receivable and account payable. 

 Serve as a liaison with law enforcement, fire/EMS user agencies.  Work with user groups to review and recommend changes in policies and procedures.  Represents the E911 Center Communications Center at public events.

Utilize a wide variety of specialized computer systems.  Conduct basic troubleshooting of equipment.  Access State and National law enforcement computer systems.  Coordinate National Crime Information Center (NCIC) and Crime Information Bureau (CIB) training and certifications. 

 Utilize Records Management System (RMS) and Computer Aided Dispatch (CAD) to compile statistics on Communications Center activity.  Utilize this information and data to plan, organize, and implement program changes in the Communication Center as required. 

 Respond to personnel recalls and emergencies as required by the Sheriff or other Command Staff.  Respond after work hours for E911 and related communication equipment/system problem resolution. 

 Responsible for accurate maintenance of the 9-1-1 network databases and systems.  Act as primary point of contact for service provision equipment/system problem resolution.  Assigns and maintains Emergency Service Number (ESN) Zones for emergency service providers.  Review and identify inconsistencies in municipal address rosters, maps, street names, etc.  Recommend appropriate/necessary changes to maintain conformity with standardized addressing, numbering and street naming. 

 Manage all follow up with any service providers to ensure any automatic number identification/automatic location identification (ANI/ALI) issues are resolved.  Make needed changes to Graphic User Interface (GUI) for the Communication Center.  Regularly review the 9-1-1 system data for unusual calls, such as abandoned, misrouted, wrong agencies in the ESN telltale line, etc.  Serve as the Transaction Information for the Management of Enforcement (TIME) computer system point of contact for the county. 

 SUPERVISORY RESPONSIBILITIES:   Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 QUALIFICATIONS:   Must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Ability to follow oral and written instructions or directions and exercise sound leadership skills.

 Ability and willingness to assume responsibility and ability and willingness to supervise other.

 Ability to establish and maintain effective working relationships with subordinates, associates and the public.

 Ability to make appropriate decisions under both routine and high stress conditions.

 Ability to exercise and demonstrate professionalism, good judgment, integrity, discretion, dependability, enthusiasm and initiative.

 Ability to plan, organize, and implement the operations and programs in the Division.


Ability to operate computer keyboard/typewriter, two-way radios, camera, and calculator.

Ability to coordinate eyes, hands, feet and limbs in performing skilled movements such as moving and installing and connecting radio and electronic communication equipment.

Ability to exert mildly heavy physical effort including lifting, carrying, pushing and pulling.

Ability to stoop, kneel, crouch and crawl.


High School Degree.

Minimum of three years of employment in public safety service (such as telecommunications, corrections, law enforcement, Emergency Medical Services (EMS), or Records Management System (RMS) support).

Minimum of an Associate Degree.


Possess clear speaking ability and possess excellent verbal and written communication skills.


Good basic mathematical skills.


Must have the ability to evaluate situations, based on training/experience and policy/procedures, and make good decisions.


Complete the Federal Emergency Management Agency (FEMA) Communications Unit Leader (COML) Training.

Valid Wisconsin driver's license with no operating privilege restrictions.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Must be able to work in an enclosed and secure facility and E911 Center for scheduled shifts.


Ability to operate, maneuver and/or steer equipment and machinery requiring simple but continuous adjustments, such as vehicles, calculator, tape recorder, computer terminal, first aid equipment and camera. 

Ability to coordinate eyes, hands, feet and limbs in performing semi-skilled movements such as data entry. 

 Ability to exert moderate physical effort in sedentary to light work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, crawling, lifting, carrying, pushing and pulling. 

Ability to recognize and identify degrees of similarities or differences between characteristics of colors, forms, sounds and odors associated with job-related objects, materials and tasks.