Dispatch Operations Manager

Joint Emergency Communications Center


The Johnson County Joint Emergency Communications Center (JECC) is seeking a talented leader to serve as Dispatch Operations Manager. The position reports to the Executive Director and oversees an evening shift supervisor with shared oversight of 27 full-time telecommunicators. The Operations Manager provides day to day operations support of our consolidated emergency communications center. Our ideal candidate will be an experienced leader with excellent interpersonal and talent development skills.

About the JECC

The JECC is a consolidated emergency telecommunications center that handles all 911 calls and radio communications dispatch for 5 police departments, 14 fire departments and 1 county-wide ambulance service. Johnson County is Iowa’s fourth most populated county with nearly 149,210 citizens (2017 US Census estimate) and covers 623 square miles. In fiscal year 2020, our center received 136,701 phone calls of which 51,088 were 911 emergency calls.   

ESSENTIAL DUTIES OF POSITION (The following are required)

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be assigned.

Under direction, supervise, plan, organize, coordinate, and manage the day to day functions within the consolidated emergency communications center; to serve as the training coordinator for the center; and to perform other duties as required.

  1. Responsible for the day to day operation of the communication center including the investigation and evaluation of system complaints from communities and the public, development of recommendations for solutions when necessary to ensure the quality, reliability, and timeliness of services provided.
  2. Manage and share first line supervisory responsibility with the Evening Shift Supervisor to oversee telecommunicators, including planning, assigning, reviewing and evaluating their work and handling personnel issues of the staff.
  3. Establish, review, revise, and administer proper work methods, policies, procedures, and schedules to ensure effective and efficient operations.
  4. Provide management of the center for the assigned shifts and hours of staff, prepare schedules/assignments and approval of time off;
  5. Develop and implement policies and procedures related to the dispatching of police, fire, and emergency medical services.
  6. Ensure the maintenance and availability of communications equipment and supplies;
  7. Research, evaluate and coordinate training opportunities for staff and incorporates this training into the overall curriculum.
  8. Develop and implement performance standards, goals, training evaluation process and tools.
  9. Monitor federal and state statutes and regulations related to public safety dispatch operations and recommends changes as necessary.
  10. Establish and maintain effective working relations with staff, vendors, dispatch user groups, and the general public.
  11. Responsible for the follow-up of employee concerns and complaints;
  12. Investigate personnel matters, policy violations and issues disciplinary action if applicable;
  13. Conduct timely performance reviews and monitors performance and staffing needs;
  14. Perform all work duties and activities in accordance with JECC policies, procedures and safety practices;
  15. Responsible for preparation and submission of payroll;
  16. Perform in any capacity associated with the dispatch center operations;
  17. Provide on-call assistance for critical dispatch center related issues;
  18. Receive direction and supervision from the Executive Director;
  19. Perform other duties as required.


  1. Knowledge of law enforcement, firefighting and emergency medical services dispatching procedures over radio, telephone and data equipment;
  2. Thorough knowledge and use of Enhanced 9-1-1, Text to 9-1-1 (T911) and Next Generation 9-1-1 (NG911) systems, CAD/RMS systems and P25 trunked radio systems. 
  3. Knowledge of the Federal Communications Commission Rules and Regulations pertaining to the operation of public safety dispatching centers and equipment;
  1. Knowledge of supervisory principles and practices of employee supervision in an emergency communications center environment.
  2. Knowledge of the principles, practices, and techniques of negotiating and conflict resolution, leadership, communication skills and group dynamics.
  3. Ability to read, write and speak English fluently; speak clearly; hear and understand radio, telephone and verbal communications; maintain accurate records and to communicate effectively both orally and in writing.
  4. Ability to effectively supervise, assign, train, coordinate, and evaluate the work of supervisor and line staff; and to investigate and handle any personnel concerns of the staff.
  5. Ability to obtain and retain all necessary certifications, memberships, and requirements of the position;
  6. Ability to perform detailed administrative work in the management of the Center including evaluation of technical and operational needs, policy preparation and interpretation and other related duties;
  7. Ability to operate a personal computer using program applications (ie: Word processing, spreadsheets, databases and Internet) appropriate to assigned duties and responsibilities;
  8.  Ability to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology.
  9. Ability to respond to emergency situations and work a varied and flexible schedule.
  10. Ability to report to work during inclement weather;
  11. Ability to establish and maintain effective working and public relations to accomplish job responsibilities.


  • Graduation from an accredited college or university. 
  • Minimum of 5 years supervisory experience in a Public Safety Communications Center with personnel management experience required.
  • Ability to pass and maintain IOWA System/NCIC certification, CPR, Emergency Medical Dispatch (EMD) and EMD Quality Assurance (EMD-Q) certifications.
  • Completion of Supervisor Course (NENA Supervisor, APCO Supervisor, or similar)
  • Emergency Number Professional (ENP) Certification, Registered Public Safety Leaders (RPL), Center Manager Certification Program (CMCP) and/or Certified Public Manager (CPM) or similar are desired.
  • Knowledge of crisis intervention and Critical Incident Stress Debriefing tactics.

Salary Range for the position is $78,872.79 to $86,760.07 annually depending on experience.

Submit completed job application, resume and cover letter to employment@jecc-ema.org or by mail to the following address by end of business on Monday, March 1, 2021. No phone calls please.

Tom Jones, Executive Director

Joint Emergency Communications Center

Re:  Dispatch Operations Manager

4529 Melrose Avenue

Iowa City, IA   52246


The Joint Emergency Communications Services Association is an affirmative action equal opportunity employer.

Job Benefits:

Health/Dental/Vision Insurance

Life Insurance/LTD/AD&D 

IPERS Retirement System

Paid Vacation/Sick Leave/Holidays

COVID-19 Precautions:

Social distancing measure are taken and face masks are required. Temperatures are taken at the beginning of each day for all personnel; this includes new hires.

Applying for:

Dispatch Operations Manager

Joint Emergency Communications Center

Application Instructions

To apply online: Please complete online application, print and email along with a copy of your resume to employment@jecc-ema.org

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Applying for:

Dispatch Operations Manager

Joint Emergency Communications Center

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4529 Melrose Ave., Iowa City, IA 52246

Job ID: 73138

Posted 23 days ago

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