Description
Job Summary
The Emergency Communications Center (FECC) Manager provides executive level leadership and strategic direction for the City’s 24-hour emergency communications center. The FECC supports all 911 call processing and dispatch services for law enforcement, fire, EMS, behavioral health crisis response, Emergency Service Patrol (ESP), and other public safety partners across Interior Alaska.
This position oversees all operational, administrative, and technological functions of the Center, ensuring the delivery of high quality, reliable, and community focused emergency communications. The Manager reports to the Mayor and Chief of Staff.
Essential Job Functions / Knowledge, Skills, and Abilities / Essential Job Functions:
The following are examples representative of assignments performed by this class and are not intended to be all inclusive.
Leadership & Strategic Management
Provide vision, strategic planning, and executive oversight for all FECC operations.
Establish priorities, goals, and performance standards aligned with City objectives and public safety needs.
Foster a collaborative, inclusive, and high-performance workplace culture that emphasizes professionalism, innovation, and accountability.
Lead succession planning, workforce development, and staff wellness initiatives in a high stress 24/7 environment.
Operational Oversight
Direct day-to-day operations of the 911 Center, ensuring efficient and timely call taking, dispatching, and incident support services.
Ensure compliance with all applicable federal and state regulations, national standards, IAED protocols, and accreditation requirements.
Oversee emergency response coordination with police, fire, EMS, crisis teams, behavioral health partners, and regional agencies.
Guide the development, implementation, and evaluation of policies, procedures, and best practices.
Technology, Systems & Next Generation 911
Provide leadership for the planning, implementation, and maintenance of CAD, RMS, NG911 components, radio systems, GIS based routing, and related technologies.
Collaborate with IT professionals to ensure cybersecurity, system reliability, data integrity, and continuity of operations readiness.
Identify emerging technologies and modernization opportunities to enhance service delivery.
Data, Quality Assurance & Performance Improvement
Lead data-driven decision-making, including performance analytics, quality assurance, and reporting.
Oversee staff training, certification, and quality improvement programs to ensure excellence in service delivery.
Prepare and present reports, briefings, and recommendations to City leadership, governing bodies, and partner agencies.
Interagency & Community Engagement
Serve as the City’s primary representative for emergency communications issues with partners, advisory boards, community organizations, and the public.
Respond to inquiries from elected officials, media, and community members regarding FECC operations, procedures, and performance.
Build and maintain strong relationships with regional and statewide emergency response partners, including behavioral health and alternative response programs.
Administrative & Fiscal Management
Lead budget development, resource allocation, procurement, and financial oversight.
Manage human resources functions including hiring, evaluation, discipline, and conflict resolution while maintaining confidentiality and professionalism.
Maintain accurate records, documentation, and compliance reporting.
Knowledge, Skills, and Abilities:
Candidates hired must satisfactorily demonstrate these factors during a prescribed probationary period for continued employment.
Extensive understanding of emergency communications operations, public safety systems, and 24/7 dispatch environments.
Strong working knowledge of laws, regulations, standards, and best practices affecting 911 centers.
Familiarity with CAD/RMS systems, Enhanced and NG911 technologies, radio infrastructure, and data security practices.
Knowledge of crisis response models, behavioral health integration, and alternative response coordination.
Exceptional ability to communicate complex concepts clearly—verbally, in writing, and in public settings.
Ability to lead, mentor, and support staff with professionalism, emotional intelligence, and cultural awareness.
Skill in managing sensitive human resources issues with discretion and diplomacy.
Ability to analyze data, evaluate operations, and implement continuous performance improvements.
Strong project management, organizational, and strategic planning capabilities.
Ability to build cooperative relationships with internal staff, partner agencies, elected officials, and community members.
Requirements
Minimum Qualifications
Persons applying for this position must meet the following criteria:
Ability to obtain and maintain NIMS/ICS certification as required.
Ability to pass a comprehensive background investigation and obtain APSIN/CJIS clearance.
Preferred Qualifications (Recommended, Optional)
These are common expectations in modern centers and help attract highly qualified candidates:
Bachelor’s degree in public administration, Business Administration, Communications, Emergency Management, or a related field.
Ten (10) years of progressively responsible experience in emergency communications or a closely related public safety environment, including at least five (5) years of direct supervisory or management experience.
APCO or NENA leadership certifications (e.g., RPL, ENP).
Experience implementing NextGen 911 systems.
Experience in multi-agency communications environments or regional PSAPs.
Demonstrated expertise in staff wellness, trauma-informed supervision, or resilience program development.
