About this role
2026 Saline County
911 Emergency Comms Manager
Job Description
Exempt: YES
Department: OEM/911 Saline Emergency Communications Center
Reports To: OEM/911 Director
Location: 102 S. Main, Benton AR 72015
Safety Sensitive: This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.
GENERAL DESCRIPTION OF POSITION
This is a hands-on supervisory position strictly responsible for the active, day-to-day operations and all live dispatch-related functions of the Saline County Emergency Communications Center. The focus of this role is maintaining an active floor presence to ensure continuous center coverage, tracking real-time compliance, and mentoring shift supervisors.
To fulfill these operational requirements, the employee must maintain administrator-level working knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, Rapid Deploy, Motorola FLEX, Open Path security, and all additional software and equipment utilized in the 911 center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Direct Floor Management: Oversee all daily dispatch-related functions, including real-time monitoring of radio, telephone, CAD, and system components to guarantee 100% operational uptime.
• On-Hand Dispatch Supervision: Maintain an active physical presence in the dispatch center. Specifically required to be on-hand in dispatch every Wednesday night for the first 3 hours of the night shift to work directly with, mentor, and support the night supervisors.
• Daily Director Reporting: Compile and deliver mandatory daily operational reports to the Emergency Management Director regarding center performance, critical incidents, and staffing levels.
• PowerDMS & Document Control: Maintain up-to-date departmental records, training logs, and standard operating procedures within PowerDMS. Conduct daily reviews of these records alongside shift supervisors to ensure absolute compliance.
• Center Purchasing: Manage all procurement and purchasing requests for the 911 center's daily operational needs, ensuring all purchases are routed for and receive Director approval prior to execution.
• Live Shift & Workflow Adjustment: Develop daily work schedules, manage personnel tracking, and dynamically adjust shift coverage to ensure a smooth, safe workflow across all hours. Step in to personally work a dispatch console during critical manpower shortages.
• Real-Time Quality Assurance (QA): Continually execute and manage the center's Quality Assurance Program by reviewing live and recorded call-taking data against established protocols to maintain high-performance standards.
• Troubleshooting & Backup Protocols: Perform immediate troubleshooting on communication hardware or software malfunctions, notify tech support for major repairs, and instantly implement emergency backup systems when necessary.
• Immediate Personnel Oversight: Assign, prioritize, and review the live work activities of Communications personnel. Coach, counsel, and issue immediate corrective discipline to floor staff as needed.
• Incident Investigation: Receive, thoroughly investigate, and track operational complaints regarding call-taking or dispatch issues from the public and field units, delivering rapid resolutions.
• Obtain the director’s approval on all aspects and any changes in the 911 center.
• Other Duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, emergency management with extensive dispatch experience of 6 years dispatch paired with at least 3 years of dedicated management floor experience. Must have proven capability supervising a large operational team (25+ personnel).
COMMUNICATION SKILLS
• Ability to write reports, business correspondence, and policy/procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Crisis Control: Exceptional ability to maintain total control of emotions and speak in a clear, articulate manner under highly stressful, rapidly evolving emergency situations.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
REQUIRED AT HIRING:
• ACIC Advanced Certification
• FEMA 100, 200, 700, and 800 Courses
• Basic Telecommunicator Course
• Communications Center Supervisor Course
• Communications Training Officer
REQUIRED WITHIN ONE YEAR:
• APCO's Communication Center Manager certification and working toward obtaining the NENA Emergency Number Professional certification.
• ICS 300, 400
• Instructor Development Course
SOFTWARE SKILLS REQUIRED
Advanced: Payroll Systems, Spreadsheet, Word Processing/Typing
Intermediate: Presentation/PowerPoint
RESPONSIBILITY FOR WORK OF OTHERS
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
Supervises an extra-large group (25+) of employees who are engaged in similar activities in one or more departments.
Supervises the following departments: 911 Emergency Communications Personnel
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of highly complex machines and equipment; specialized or advanced software programs.
WORKING CONDITIONS
Highly intense mental demand with continuous exposure to a high-stress emergency dispatch environment. Requires physical flexibility to work night shifts (such as Wednesday evening blocks) and cover floor gaps when needed.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions and expectations.
Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks are not as varied as those positions with high-level diversity and decision-making.
While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, use hands to finger, handle, or feel; frequently required to walk, reach with hands and arms; and occasionally required to stand, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; color vision; and ability to adjust focus.
ADDITIONAL INFORMATION
Working knowledge of Federal Communications Commission Rules and Regulations regarding operation of two-way radio equipment;
Ability to communicate tactfully, and effectively;
Must be able to interpret a variety of county, state, and federal laws, make decisions and action accordingly
Experience with mentoring and counseling employees;
Ability to speak in a clear, articulate manner;
Ability to determine priority of calls, procedures, and direct appropriate field units by maps, logs, technical manuals and departmental procedures;
Ability to write clear and concise narratives;
Ability to control emotions under stressful situations;
The duties listed above are intended only to show the various types of duties that will be performed.
The omission of a specific statement of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. All positions within the Office of Emergency Management are assigned by the County Judge and/or the OEM/911 Director and are subject to be changed when deemed in the best interest of the Office of Emergency Management operation. This job description does not constitute an employment agreement between Saline County and the employee and is subject to change by the employer if the need of the employer and requirements of the job change.
911 EMERGENCY COMMUNICATIONS MANAGER
• Starting rate of $70,018 annually for a new hire.
• Established employee promotional rate of up to $76,884 annually (An individual who has been a full-time Saline County employee for more than 90 days).
• This is an exempt position under the Fair Labor Standards Act and not subject to overtime.
• This position is scheduled to work Monday/Friday from 8 AM to 4:30 PM and will involve some evenings. Due to vacancies during shifts, this position may be required to work non-traditional hours to ensure continuity of critical operations.
• This role is considered an essential position and as such will be required to work additional hours during emergency situations, including natural disasters or public health crises, to ensure the continuity of critical operations.
• The incumbent is expected to maintain standard work hours and may be required to work additional hours or outside of regular shifts during emergency situations.
• This position is designated as a “safety sensitive” position as defined by Act 593 of 2017. An essential function of this position is the ability to work in a constant state of alertness and in a safe manner.
• Applicants are required to pass a pre-employment physical and drug screen along with random drug screens throughout employment with Saline County.
• Bilingual pay is available once proficiency has been established.
• Group health, dental and life insurance is paid by the County for the employee’s coverage provided the employee obtain a wellness check within designated timeframe.
• The County contributes 15.32% towards the employee’s retirement through the Arkansas Public Employees’ Retirement System
SALINE COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER
Starting rate of $70,018 annually for a new hire; Established employee promotional rate of up to $76,884 annually.