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State of Massachusetts Program Manager Specialist IV in Milford, Massachusetts

SUMMARY DESCRIPTION The Operations Manager, under the guidance and direction of the Director and Deputy Director, will be responsible for maintaining a high level of service in the State 911 PSAP Operations Division 1 Center. This middle management position will provide guidance and oversight to the 911 operational aspects of the organization, including the potential expansion of the center into a full regional dispatch operation. The Operations Manager will work with the Director and Deputy Director on the day-to-day operations of the center. The Operations Manager is expected to demonstrate technical competence while working as a team member and exercising independent judgment in several confidential and sensitive assignments. As part of a team, the position will also recommend rules, regulations, policies, and procedures for assigned areas as well as work to establish long and short-term goals and objectives. The Operations Manager will perform other related duties such as assisting with member community relations, assisting the Records Access Officer for the agency with the records requests, overseeing QA/QI for dispatchers, assisting with the formulation of policies and procedures, assisting with oversight of building facilities and security, and supporting the potential expansion to a regional dispatch model. SUPERVISION Supervisory responsibilities include but are not limited to general supervision of subordinate personnel as assigned, setting performance standards as appropriate. Additionally, the Operations Manager is responsible for overseeing communications operations and related projects to achieve goals provided by the Director and Deputy Director. The position is responsible for investigating complaints as assigned and recommending actions to the Director and Deputy Director. The Operations Manager makes assignments by defining objectives, priorities and deadlines and assists with unusual situations or problems that may not have any clear precedent, reporting outcomes to and communicating with the Director and Deputy Director. REPRESENTATIVE DUTIES AND RESPONSIBILITIES NOTE: The job duties are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty. * All behavior, at all times, complies with the code of conduct of the Massachusetts State 911 Department and Massachusetts General law. * Working closely with staff to solve problems and issues; investigating issues that arise in the operations and providing direction for mitigation or resolution. * Oversee supervisors and other subordinates to ensure that the agency’s service and production expectations are achieved. * Evaluates operations through personnel observation and recommends improvements or modifications to work practices and employee performance and staff development, as appropriate. * Works proactively with subordinates to resolve performance or personnel issues at a lower level. * Responds to issues arising about dispatch services from field commanders which require technical attention. * Performs related duties as required. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four (4) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in a particular specialty (i.e. scientific, professional, or technical) and must possess current license and/or registration requirements established for the performance of the position or (B) any equivalent combination of the required experience and substitutions below. Substitutions: I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience. II. An Associate's degree in a related field may be substituted for one (1) year of the required experience. III. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience. IV. A Graduate degree in a related field may be substituted for three (3) years of the required experience. V. A Doctorate degree in a related field may be substituted for the required experience. *Comprehensive Benefits* When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Administrative Services* *Organization: Exec Office Of Public Safety & Security *Title: *Program Manager Specialist IV Location: Massachusetts-Milford - 31 Maple Street Requisition ID: 240005BT