911 Operations Manager

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911 Operations Manager

Salary

$80,755.00 Annually

Location

Public Safety, Alpharetta, GA

Job Type

Full time

Job Number

2026-00059

Department

Police

Division

Police - Emergency 911 Operations

Opening Date

08/20/2026

Description

Benefits

Questions

Job Summary & General Information

Under the general direction of the 911 Division Chief, manages the day-to-day operations of the Emergency Communications Center while providing leadership, supervision, and operational oversight to ensure efficient delivery of emergency communications services. This position is responsible for personal management, operational planning, project coordination, policy development, organizational improvement, and the implementation of emergency technologies to support the evolving needs of public safety.

The Operations Manager works collaboratively with the 911 Technology Manager to coordinate technology projects and system implementations and partners with the 911 Quality Assurance and Training Coordinator to oversee training initiatives, continuing education, quality assurance programs, and employee professional development. The position also assists in maintaining departmental accreditation programs, including CALEA and IAED, and develops policies, procedures, reports, and operational documentation that support the Communications Center's mission.

Essential Job Functions and Responsibilities

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and may not necessarily convey the qualifications of incumbents within the position.

Manages day-to-day operations of the Emergency Communications Center, including but not limited to: personnel management, scheduling, and special event planning.

Directly manages 911 Supervisor's and provides guidance in shift operations and personnel management.

Reviews and monitors daily, monthly, and annual 911 operational reports for effectiveness and trends.

Develops policies and procedures to ensure department compliance with NENA, NFPA, CALEA and other local, state and national requirements.

Act as a project manager for events (example but not limited to software or hardware deployment) impacting the Emergency Communications Center.

Studies public safety related literature to determine the latest trends in technology and other products that will benefit the Department.

Review and test software used by the Emergency Communications Center.

Audit user access to GCIC/NCIC based on certification requirements.

Create daily, weekly, monthly and yearly statistical reports for all divisions of the Department of Public Safety.

Serves on multi-jurisdictional committees in designing new or amending current programs and creating or promoting innovative solutions.

Communicates with diverse audiences (e.g., employees, agencies, the public, etc.) to provide information and clarification regarding programs used, department policies and procedures.

Performs assessments of prospective job candidates.

Assists in training new and current personnel when needed.

Prepares and conducts briefings and presentations as required.

Assists 911 Technology Manager with implementation of new software, software updates, and cloud-based services

Respond to and complete open records requests in accordance with Georgia State law.

Review schedules and timesheets for accuracy and efficiency.

Review and monitor budget items related to 911 personnel management.

Performs related work as required, and special projects as assigned

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

Knowledge of:

Police and Fire Department organization, procedures, and operating policies.

GCIC, NCIC and CJIS rules, regulations, and procedures for access to the GCIC network.

Standards set by the National Emergency Number Association (NENA).

Local geography including main streets and their hundred blocks, relative distance between streets, City boundary limits, sectors and beat areas, and fire response districts.

The Emergency Dispatch Protocols from the International Academy of Emergency Dispatch.

The CAD formats and commands pertaining to the 911 operator, fire dispatcher, and police dispatcher.

The geography, equipment, and procedures of other jurisdictions Alpharetta has contracted with to provide fire/emergency medical dispatch procedures.

Mutual and automatic aide agreements with surrounding agencies; and dispatch procedures for air ambulance companies.

Pertinent federal, state, and local laws, codes, and regulations and department rules, policies, and procedures.

Configuration and Operation of:

CAD program

RMS and Training program

FTO program

Phone System

Priority Dispatch ProQA/Aqua/xLerator

English language usage, spelling, grammar, and punctuation.

Office procedures, methods, equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.

Federal, state, and local laws, regulations and policies governing public records, confidentiality, records retention, and the release of protected information.

Incident management principles, continuity of operations (COOP) planning, disaster preparedness, and emergency management procedures necessary to maintain uninterrupted 9-1-1 operations.

Ability to:

Plan, organize, prioritize and direct the daily operations of the Communications Center while maintaining continuity of operations during planned and unplanned events.

Exercise initiative, independent judgement, and sound decision-making in improving Communications Center operations effectiveness.

Remain composed under pressure, and make timely, effective decisions during emergencies, high-risk and rapidly evolving situations.

Lead, motivate, coach, mentor, and develop employees while fostering a positive, accountable, and professional workplace culture.

Evaluate employee performance, identify training and development needs, and provide constructive coaching and corrective action when appropriate.

Review emergency communications, recorded incidents, reports, and performance data to assess operational effectiveness, identify training opportunities, and ensure compliance with established standards, policies, and quality assurance measures.

Establish and maintain effective working relationships with employees, supervisors, City departments, external agencies, vendors, and community stakeholders.

Interpret, apply and enforce departmental policies, procedures, applicable laws, regulations, and accreditation standards.

Prepare clear, accurate and comprehensive reports, correspondence, presentations, policies and other administrative documents.

Utilize computer-aided dispatch (CAD), records management systems (RMS), Microsoft Office applications, and other public safety technologies proficiently.

Maintain required certifications through annual and/or bi-annual recertification requirements.

Minimum Qualifications

Any combination of education and experience sufficient to successfully perform the essential functions of the job qualifies.

High school diploma or GED equivalency.

Four (4) years of progressively responsible experience and/or training that includes emergency dispatching, public safety communications, including at least two (2) years in a supervisory or management capacity.

Must be a United States citizen.

Must possess valid Georgia P.O.S.T. Communications Officer Certification

GCIC Terminal Operator Certification

Communications Training Officer Certification

Possession of a valid Georgia Class C driver's license.

PREFERRED

College-level coursework or vocational training in public safety communications, leadership, supervision, emergency management, or organizational development.

Emergency Number Professional (ENP) certification, APCO Registered Public-Safety Leader (RPL), Certified Public-Safety Executive (CPE), or comparable leadership certification.

Experience with NG911 technologies, CAD/RMS administration, quality assurance, training program management and/or accreditation processes.

Physical Demands

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting and operate office equipment. Continuous sitting and upward and downward flexion of neck; fine finger dexterity; light to moderate finger pressure to manipulate keyboard, equipment controls, and office equipment; pinch grasp to manipulate writing utensils. Frequent side-to-side turning of neck, walking, standing, bending, stooping, pushing/pulling, and twisting at waist; moderate wrist torque to twist equipment knobs and dials; lifting objects weighing up to 75 lbs. from below waist to above shoulders and transporting distances up to 50 yards. Occasional squatting, kneeling, and reaching above and at shoulder height; moderate grasping to manipulate reference books and manuals; lifting objects weighing 20-75 lbs. from below waist to above shoulders and transporting distances up to 50 feet.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment.

Hearing: Hear in the normal audio range with or without correction.

Supplemental Information

This job description does not constitute an employment agreement between the City of Alpharetta and employee and is subject to modifications as the needs and requirements of the position change.

The City of Alpharetta is an Equal Employment Opportunity (EEO) employer. All applicants receive consideration for employment without regard to race, color, religion, gender (including identity or expression), marital status, sexual orientation, national origin, age, disability, or any other protected classification as defined by applicable law (except as limited by Employee Manual & Benefits Handbook or bona fide occupational qualifications).

In compliance with the Drug-Free Workplace Act of 1988, the City of Alpharetta is committed to providing a safe, quality-oriented, and productive work environment consistent with the standards of the community in which it serves. Alcohol and drug abuse poses a threat to the health and safety of City's employees and to the security of the City's equipment and facilities. For these reasons, the City is committed to the elimination of drug and alcohol use and abuse in the workplace.

Title I of the Americans with Disabilities Act (ADA) protects qualified individuals with disabilities from employment discrimination. Under the ADA, a person has a disability if they have a physical or mental impairment that substantially limits a major life activity. The physical demands described within the job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the ADA, the City of Alpharetta will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Medical, Dental and Vision

Medical: 2 High Deductible Health Plan (HDHP) options (HRA and HSA) with lower monthly costs. Dental: no deductibles. Coverage includes preventive, basic, major restorative, and child orthodontia. Vision: eye care and eyewear (contacts, lenses and frames). Laser correction procedures. FSA: Medical and dependent care.

Retirement Health

Medical Coverage: retirees (age 55+ and 10+ yrs. of service) may continue individual coverage up until Medicare eligibility at age 65. Medical Reimbursement: retirees (age 55+ and 15+ yrs. of service) receive a monthly reimbursement benefit as periodically determined by the Pension Board of Trustees.

Retirement

Defined Contributions 401(a): City contributes 10% of employee's annual base pay. Vested benefit accrued at 20% a year, with full vesting after 5 years of service. Deferred Compensation (457) and Matching Contributions: employees may elect to participate at any time. After 1 year of continuous employment, City matches employee's contributions, up to 5%.

Paid Holidays

10 City Holidays and 1 Personal Holiday upon hire and every Jan. 1st.

Paid Parental Leave

2 weeks paid parental leave for birthmother, spouse and adoptive parents (after 1 year of employment).

Georgia College Savings (529)

Employees can opt to participate in this state-sponsored, tax-advantaged college savings plan.

Tuition Reimbursement

After 1 year of employment, employees may receive tuition reimbursement up to a rate equivalent to 15 credit hours at Georgia State University annually. Reimbursement is based on prior approval, course grades, and annual program funding.

Employee Assistance Program (EAP)

24/7 assistance. 6 confidential counseling sessions per issue for employee and/or family member.

Group Term Life Insurance and AD&D

Employee: 3.5 x annual base pay up to annual maximum. Spouse: $5,000. Child: $2,500. Premiums paid 100% by the City.

Disability Insurance

Short-Term Disability: 66.67% of base pay after 14 days of disability. Long-Term Disability: 60% of base pay after 26 weeks of disability. Premiums paid 100% by the City.

Paid Time Off (PTO)

PTO is provided for rest, recreation, illness and family needs. Hours are accrued bi-weekly.

0.0 - 1.0 yrs of service - 12 days annually

1.1 - 5.0 yrs of service - 18 days annually

5.1 - 10.0 yrs of service - 24 days annually

10.1 + yrs of service - 27 days annually

Please see complete Benefits Summar (http://www.alpharetta.ga.us/docs/default-source/human-resources/benefits/employee-benefits-summary-summary.pdf?sfvrsn=20f3c4ab_6) y for details.

Additional Amazing Benefits

Employer of Choice. Great work atmosphere.

100% discount on City Recreation & Arts Programs (https://www.alpharetta.ga.us/government/publications/recreation-parks-activity-guides)

FREE Wellness Program and Annual Flu Shots

Direct Deposit

Employee Recognition and Service Awards

Bereavement Leave

PTO Sell Back Days

For more information click here (https://www.alpharetta.ga.us/docs/default-source/human-resources/benefits/employee-benefits-summary-summary.pdf?sfvrsn=20f3c4ab_6) for City's Complete Employee Benefits Summary.

Benefits are subject to change at any time and based upon funding and approval by City Council. Eligibility, coverage, exclusions and limitations may apply. For specific information please refer to the City's Employee Health Benefits Summary (https://www.alpharetta.ga.us/government/departments/human-resources/resources) , Employee Handbook (https://www.alpharetta.ga.us/government/departments/human-resources/resources.) , or contact Finance Department - Benefits Division.

Are you at least 18 years of age?

Yes

Are you a citizen of the United States or a repatriated or naturalized citizen of the United States?

Yes

If you answered yes to serving on active duty in the U.S. Armed Forces. Total years of active duty service (National Guard and Reservists should include your active service time)?

None

1 -4 years

5 - 8 years

9 plus years

What is your highest level of education?

HS Diploma/GED

Associates

Bachelors

Masters

Doctorate

Do you consider yourself well versed in the operation of Windows based PC software?

Yes

Are you a Georgia P.O.S.T. Certified Communications Officer?

Yes

If yes, please provide your Georgia POST O-key number.

Are you Emergency Medical Dispatch (EMD) certified?

Yes

Are you Emergency Police Dispatch (EPD) certified?

Yes

Are you Emergency Fire Dispatch (EFD) certified?

Yes

Are you available to work overnight?

Yes

Are you available to work weekends?

Yes

How many years of public safety experience do you have?

Less than a year

1-5 years

6-10 years

11+ years

Do you speak any foreign languages?

Yes

If yes, which languages?

List any police, fire, 911, or office equipment you can operate.

List any other special skills or training.

Have you been served or subject to any court order, including but not limited to, temporary protection orders or restraining orders?

Yes

If yes, please explain.

Have you ever been convicted of a misdemeanor crime that is related to an act of domestic violence?

Yes

Copy OF [If yes, please explain.]

Have you ever been involved in any @type of illegal commercial gambling, bookmaking, loan sharking, or related @type activity?

Yes

If yes, please explain.

Have you been convicted of any of the following? NOTE: For the purpose of this section, please of Nolo Contendere are considered convictions.

Attempting to Elude and Evade

Habitual Violator

Hit and Run

Reckless driving within the past five (5) years

Vehicular Homicide

None of the above

Have you been convicted of the offense of Driving Under the Influence more than one time within your lifetime? Note: For the purposes of this section, a plea of Nolo Contendere is considered a conviction?

Yes

[If yes, please explain.]

Have you been convicted of a DUI in the past 3 years?

Yes

If yes, please explain.

Have you had more than two chargeable, or at fault, traffic accidents within a three (3) year period prior to the initiation of the hiring process?

Yes

Have you been convicted of or plead guilty to any traffic-related offense within the past five (5) years?

Yes

If yes, please explain.

Have you used any of the illegal controlled substances listed below? Check all that apply

Marijuana 1 to 5 times

Marijuana 6 to 10 times

Marijuana 11 or more times

Cocaine

Crack

LSD

Methamphetamine

Heroin

Ecstasy

GHB

Prescription drugs not prescribed to me

Other

No illegal drug use in my lifetime.

Have you used or possessed any @type of illegal controlled substance (e.g. marijuana, cocaine, ecstacy, heroin, LSD) within the last 3 years?

Yes

If yes, please explain.

Have you ever sold any @type of controlled substance (e.g. marijuana, cocaine, ecstacy, heroin, LSD), whether for profit or not within the last 10 years?

Yes

If yes, please explain.

Have you ever been involved in the felony possession of a controlled substance deemed illegal at the time of possession, regardless of the intent to distribute the substance and regardless of conviction?

Yes

If yes, please explain.

Have you ever been arrested, incarcerated or charged with any crime? (This includes arrests, nolo, pleas, first offender, or expunged records)

Yes

If Yes, explain fully.

Have you ever been convicted of or plead guilty to any criminal offense classified as a felony? (Note: pleas of Nolo Contendere and First Offender shall be considered a conviction.)

Yes

If you answered yes to the above question, please describe the charge, date, agency, and disposition of the case.

Have you ever been convicted of more than two misdemeanor offenses within your lifetime? (Note: pleas of Nolo Contendere and First Offender shall be considered a conviction.)

Yes

If yes, please explain.

Have you ever been involved in any theft which is categorized as a felony? (This shall apply to either detected or undetected thefts.)

Yes

[If yes, please explain.]

Have you ever been involved in more than two misdemeanor thefts beginning at the age of 13? (This shall apply to either detected or undetected thefts.)

Yes

If yes, please explain.

If City Employee Referral, list the name of the employee.

My acknowledgement indicates that all of the information I have provided is complete and accurate. I understand that if I am found to have falsified or omitted any information at any time in the selection process, I will be disqualified even if the accurate information would not have disqualified me. Please @type your Full Name and last 4 of your Social Security Number to acknowledge the above statement.

Required Question

Employer

City of Alpharetta, GA

Department

Police

Address

2565 Old Milton Pkwy Alpharetta, Georgia, 30009

Phone

6782976000

Website

https://www.alpharetta.ga.us/government/departments/public-safety

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City of Alpharetta, Georgia

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911 Operations Manager