Assistant Manager, ECC

Assistant Manager of the Emergency Communications Center (ECC)The Assistant Manager of the Emergency Communications Center (ECC) is responsible for providing organizational support to ECC operations, administration, and technology programs. Oversee the training and quality control programs and elements of these programs for compliance with policies and procedures and business practices. Responsible for the supervision of the ECC Duty Supervisors. Subject to on-call 24/7 as directed by the ECC Manager.The Metropolitan Airports Commission (MAC) owns and operates one of the nation's largest airport systems, including Minneapolis-St Paul International (MSP) and six general aviation airports. The MAC's airports connect the region to the world and showcase Minnesota's extraordinary culture to millions of passengers from around the globe who arrive or depart through MAC airports each year.MSP Airport is frequently recognized as one of the nation's leading airports. MSP Airport earned the No. 1 ranking in customer satisfaction among mega airports (33 million or more passengers per year) in the J.D. Power 2024 North America Airport Satisfaction Study. MSP achieved the highest customer satisfaction ratings for each of the seven airport dimensions that form the basis for the overall award.MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or Tekia.Jefferson@mspmac.org. MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.Position DescriptionRelationshipsSupervisory – Reports to the ECC Manager; supervises ECC Duty SupervisorsOrganizational – Daily contact with the MAC public safety staff. Frequent contact with MAC staff.External Business – Frequent contact with various public safety agencies including BCA. Occasional contact with FBI, FAA, TSA, airlines and tenants.Job DutiesIn the absence of the Manager, this position has the authority and oversight of the division.Oversee content development and maintenance of department resources for the ECC including operational checklists, system resources, manuals/user guides, protocol management and quality assurance software.Develop, administer and communicate any changes to operational policies and procedures ensuring compliance with professional regulatory bodies.Manage ECC Duty Supervisors (who have first line supervisory responsibility for ECC Specialists) including motivating, coaching, assigning, directing, assuring accountability and professional development.In coordination with department management and Human Resources, hire, promote, transfer, recognize, discipline, and discharge employees as appropriate.Communicate clear performance expectations and standards to Duty Supervisors.Provide timely performance feedback to Duty Supervisors.Conduct performance review discussions regularly with Duty Supervisors.Work with the Manager on division strategic planning, participate in the budget process by identifying and documenting needs.Oversee training and continuing education programs for new and existing staff, including ensuring the standardization of instructional materials, handouts, tests, lesson plans and delivery.Amend and revise training programs as necessary in order to adapt to changes that occur in the work environment.Manage the Certified Training Officer (CTO) program including conducting instructor evaluation and providing coaching and feedback within identified areas of professional development for the CTOs.Collaborate with department and MAC partners as an active member of the division's management team, liaison with industry partners. Attends meetings on behalf of the Manager and represents the ECC.Administer the ECC's quality program and elements of the program to verify compliance with policies, procedures and business practices.Establish and maintain performance metrics that identify patterns of success and deficiencies. Provide recommendations for solutions through policy, procedure or business practice updates.Assess individual and team learning needs by analyzing information obtained from department metrics, assessment tools, interviews, and complaints.Manage employee recognition program by identifying opportunities for recognition and reinforcement of sound business practices.Demonstrate integrity, fairness and consistency in dealing with department members, including assignments, training and discipline.Monitor and approve all overtime associated with the training program, both new service and in-service.Conduct or direct investigations of complaints and make findings of fact to present to the ECC Manager or other APD management.Serve as the terminal agency coordinator (TAC) and as liaison between the Airport Police Department and BCA to ensure compliance of all MNJIS and NCIC systems policies and procedures.Develop and maintain agency agreements and memorandums with internal and external stakeholders and agencies.Other duties as assigned.Position RequirementsManager of Managers (MOM) CompetenciesCustomer Focus – Building strong customer relationships and delivering customer-centric solutionsStrategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategiesPlans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goalsEnsures Accountability – Holding self and others accountable to meet commitmentsDrives Results – Consistently achieving results, even under tough circumstancesCollaborates – Building partnerships and working collaboratively with others to meet shared objectivesValues Differences – Recognizing the value that different perspectives and cultures bring to an organizationBuilds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goalsCommunicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesDrives Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectivesMinimum RequirementsBachelor's degree in Business Administration, Communications, Public Administration, or related field with four years of full-time experience in a public safety answering point environment.In lieu of a bachelor's degree, a combination of post-secondary education and/or experience in a public safety answering point environment can substitute on a year for year basis.Two years of experience in a supervisory position.Excellent oral and written communication skills.Knowledge of police, fire and EMS practices, terminology and dispatching procedures.Knowledge of data privacy and principles and practices.Ability to effectively manage projects.Good organizational skills.Valid driver's license.Ability to prepare clear, accurate and easily understood graphs, charts, and other visual aids.Intermediate computer skills using Microsoft Word, Excel and PowerPoint.Ability to work collaboratively on teams.Ability to work independently with minimal supervision.Desirable QualificationsTwo years as a certified training officer (CTO) through a program such as Association of Public Safety Communications Officials (APCO).Experience as a Terminal Agency Coordinator (TAC).Experience writing policies and standard operating procedures (SOPs).Experience managing or administering quality assurance programs.Knowledge of airport operations and systems.