Program Manager VII

SUMMARY DESCRIPTION

The Director of the State 911 Department’s PSAP Operations Division (POD 1) will oversee and manage 911 call-taking operations and lead the transition to dispatch services for participating communities. The position is currently based at 31 Maple Street, Milford, Massachusetts. The Director will be responsible for overall staffing, operations, and general management of POD 1. This includes coordinating staffing levels, supervising 911 call-taking personnel, and determining appropriate staffing needs to ensure efficient and effective operations.

In addition, the Director will oversee the operation of advanced public safety radio networks, 911 systems, and telecommunications infrastructure. The role includes establishing performance metrics, quality assurance, and ensuring compliance with all applicable statutes, standards, and public safety procedures. The Director will also play a key role in supporting the transition of 911 call answering and, eventually, dispatch services from participating communities to the State 911 system, thereby promoting regionalization efforts within POD 1.

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES** **

• Supervise and oversee the State 911 Department’s PSAP Operations Division (POD-1) to ensure consistent compliance with all communications performance standards, policies, and applicable statutory requirements.

• Maintain effective liaison relationships with local, state, federal, and private agencies to exchange information and resolve operational issues. Promote regionalization efforts and ensure the integration of state-of-the-art technology, tactics, training, and equipment related to critical incident management into daily 911 center operations. Responsibilities will expand as additional communities are onboarded.

• Design, implement, and evaluate timely and effective training programs for 911 call-takers to ensure all personnel actions align with established policies, procedures, and best practices.

• Manage statewide communications operations supporting State 911 services and local emergency and law enforcement agencies. Ensure a high level of service delivery and that all calls are processed and disseminated accurately, efficiently, and in accordance with established protocols.

• Develop, implement, and maintain policies and procedures in alignment with standard operating guidelines. Ensure consistent application across POD 1 and, where feasible, align with policies used by other state and regional 911 centers.

• Review and analyze operational data related to 911 center performance objectives. Assess effectiveness and make informed recommendations for improvements in procedures, guidelines, training, and overall service delivery.

• Other duties, as assigned.