Emergency Communications Manager

Ramsey County

Ramsey County

Marketing & Communications
St Paul, MN, USA
Posted on Saturday, November 18, 2023
Basic Function

The current vacancy is in the Emergency Communications department.  The eligibility list created by this vacancy may be used to hire other vacancies in the department or County.

Emergency Communications - Responsible for day-to-day management of call-taking and dispatching operation in a 24/7 environment; to plan, organize, direct and coordinate the administrative activities, the daily training functions, or the quality assurance functions of the Ramsey County Emergency Communication Center; to function as a member of the management team; and to perform related duties as assigned.

If an internal candidate is selected, salary will be set in accordance with the personnel rules (i.e., promotion, transfer, or voluntary reduction).

To view or print a copy of the complete Ramsey County job (class) description for this position, go to: Job Descriptions. Once at this page, you can browse the alphabetical list or search for a job description.
Examples of Work Performed

Emergency Communications:

  1. Promote a diverse, culturally competent and respectful workplace. 
  2. Develop and administer operational policies and procedures; allocate staffing resources to meet daily, weekly, and seasonal work load fluctuations; and maintain continuity of operations plan updates. 
  3. Manage a team of shift supervisors who have first line supervisory responsibility for over sixty full-time dispatchers and telecommunicators, and supervise administrative staff and the training team. 
  4. Perform all aspects of performance management, including motivation, direction, assignments, accountability/discipline, evaluation, and professional development.
  5. Responsible for setting expectations of quality service delivery and customer satisfaction including proactive performance management, team building, and application of available technology with industry best practices; and respond to concerns regarding service delivery from law enforcement, fire, or Emergency Medical Services (EMS) officials or citizens.
  6. Manage and maintain the standard operating procedures manual and communicate changes to policy and procedure to staff.
  7. May respond to labor contract issues and serve as the designated representative for step one grievances.
  8. Assist in budget planning in conjunction with the Deputy Director of Emergency Communications and the Director of Emergency Communications; monitor the department budget to see that revenues and expenditures remain within the limits of the approved budget; authorize payments to various vendors and county agents; participate in the budget process by identifying and documenting needs and make decisions regarding the authorization and purchase of supplies, furniture and equipment.
  9. May conduct investigation of complaints and make findings of facts to present to the Deputy Director of Emergency Communications.
  10. Act as liaison with the human resources department in the hiring process, including but not limited to recruitment, tours, interviews, and employment verification and reference checks. 
  11. Manage program of proactive quality assurance reviews; conduct targeted quality assurance (Q/A) reviews to address emerging issues or problems, prepare special reports and data queries. 
  12. Serve as a liaison and primary point of contact with command level operations staff from agencies served by the Emergency Communication Center, Metro Emergency Services Board (MESB), and Ramsey County Property Management.
  13. Participate in the development of organizational strategy including training and planning for development needs, managing training delivery, and measurement and follow up as necessary.
  14. Respond to the Public Safety Answering Point (PSAP) for major emergencies and is available on-call after hours.

Work with the Deputy Director and Director of Emergency Communications on strategic planning, and participate in organizational and policy decisions as a member of the management team.


 (The work assigned to a position in this classification may not include all possible tasks in this work and does not limit the assignment of any additional tasks in this classification.  Regular attendance according to the position’s management approved work schedule is required.)


ESSENTIAL FUNCTIONS: 1, 2, 3, 4, 5, 6, 10, 11, 12, 13, 14.

Minimum Qualifications

Education: Bachelor’s degree or higher in Public or Business Administration, Public Safety, Emergency Management or other field appropriate to the position.

Experience:  Four years or more of experience related to the position of which at least two years include supervisory experience in a fast-paced environment while managing multiple tasks and priorities simultaneously.

Substitution:  Any combination of education and/or supervisory experience in a fast paced environment totaling eight years may be substituted for the Bachelor’s Degree and experience.

Preferred experience:  Using and operating complex communication center equipment including but not limited to: Computer Aided Dispatch (CAD), multi-line phone, 800 MHz radio and other NG911 tools.  Managing staff in a 24/7 emergency call center environment, ability to manage direct report relationships and collaboration across functional lines, including police, fire and EMS officials.

Exam/Screening Process Information

The examination process will consist of the following section with each section weighted as indicated:
Training and Experience Rating = 100%

The examination for Emergency Communications Manager will consist of a training and experience rating, comprised of the questions in the attached supplemental questionnaire. Not all applicants who meet the minimum qualifications will pass the training and experience rating.  The rating on this supplemental questionnaire will depend on your answers to the questions – do not mark “see resume” or “see work history” as a response. Please answer all your questions clearly and completely.  Failure to respond could affect your score and final rank on this examination.

Eligible List:  The names of all applicants who filed a properly completed application and passed the examination/screening process shall be placed on the eligible list for an employment opportunity as an Emergency Communications Manager. This list will be certified to the appointing authority which may use this list to conduct interviews to fill a vacancy. Candidates will remain on the list for 3 of months or until hired, whichever occurs first. A notice will be sent to applicants at the time the eligible list is posted, informing them that the list has been posted and their rank on the list.

Veteran's Preference:  This is a classified position requiring an open, competitive selection process.  Veteran's Preference points will be applied after a candidate passes the examination process.  Applicants who are eligible for veteran's preference should update their veteran's DD214, and other supporting documents, and submit them as an attachment at the time of application.
Criminal Background Checks:  All employment offers are conditioned upon the applicant passing a criminal background check. Convictions are not an automatic bar to employment. Each case is considered on its individual merits and the type of work sought. However, making false statements or withholding information will cause you to be barred from employment, or removed from employment.

E-Verify Participation:  Ramsey County participates in the federal E-Verify program. This means that Ramsey County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Ramsey County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.
Equal Opportunity Employer:  Ramsey County provides equal access to employment, programs, and services without regard to race, color, creed, religion, age, sex (except when sex is a Bona Fide Occupational Qualification), disability, familial or marital status, sexual orientation or gender identity, public assistance status, place of residence, political affiliation, or national origin. Ramsey County is deeply committed to advancing racial equity and promoting diversity and inclusion within all areas of our workforce.

To print a paper application for this posting click Paper Application (Download PDF reader). You will need to print this posting and answer the supplemental questions associated with this exam and submit them with your completed paper application.
For further information regarding this posting, please contact Megan.Simmons@co.ramsey.mn.us