Emergency Operation Center Manager

Functional Responsibilities:Direct the overall strategy, governance and operations of the Emergency Operations Center during emergency and non-emergency periods.Ensure effective 24/7 emergency call-taking, dispatch, incident coordination, escalation, notification and documentation services are maintained to approved standards.Establish and maintain the EOC operating model, roles, authorities, escalation arrangements, SOPs, guide cards, communication protocols and performance standards.Ensure effective inter-departmental and inter-agency communication and coordination during emergencies and significant operational events.Maintain EOC readiness for routine incidents, major emergencies, crises, system failures and other business disruptions through appropriate staffing, procedures, systems and contingency arrangements.Lead, manage and evaluate EOC management and operational staff, ensuring a skilled, responsive, accountable and appropriately staffed team.Establish EOC training, competency and quality assurance requirements and ensure personnel participate in relevant readiness activities and exercises within the EOC operational scope.Establish, monitor and report EOC performance measures covering call handling, dispatch, response times, incident documentation, escalations, quality assurance, system availability and other agreed service indicators.Review significant incidents, performance trends and operational exceptions and ensure corrective and preventive actions are implemented and tracked.Ensure the EOC remains in a state of readiness with reliable CAD, emergency telephony, radio, CCTV interfaces, mapping, recording, data and other operational technologies.Define operational requirements for procurement, maintenance, resilience, integration and upgrade of EOC systems, equipment and facilities.Maintain effective business continuity and fallback arrangements for loss of critical EOC systems, communications, utilities or facilities.Build and maintain effective relationships with government agencies, emergency services, internal departments, service providers and other stakeholders supporting emergency management and response.Ensure appropriate governance over confidential, personal and operationally sensitive information, including access controls, data handling and disclosure requirements.Represent the EOC in senior management meetings, operational forums, emergency planning activities and relevant external engagements.Identify and lead opportunities for innovation, systems integration, automation and process improvement to enhance EOC efficiency, resilience and effectiveness.

Qualifications

Bachelor’s Degree in Emergency Management, Public Safety, Homeland Security, Public Administration, Security Management or a related field. An advanced degree is highly desirable for complex operations.Certification in Emergency Management, Emergency Communications, Crisis Response or Disaster Recovery from recognized institutions such as APCO International, FEMA Emergency Management Institute, IAEM or equivalent is advantageous.Minimum of 5 years of experience in emergency management, crisis response or a closely related field, with at least 3 years in a leadership or management role within an Emergency Operations Center or similar environment.Demonstrated experience managing a 24/7 operational environment, multi-agency emergency coordination, emergency communication systems and operational performance. Strong working knowledge of CAD, emergency telephony, radio communications, incident management technology, performance reporting and business continuity arrangements.