HERNANDO COUNTY SHERIFF’S OFFICE

AL NIENHUIS, SHERIFF

JOB TITLE:                     EMERGENCY COMMUNICATIONS MANAGER
BUREAU:                        ADMINISTRATIVE SERVICES BUREAU
SUPERVISED BY:           DIRECTOR OF COMMUNICATIONS
PAY GRADE:                   525N             CREATED:
FLSA STATUS:                EXEMPT         REVISED: 08/04/2025

CHARACTERISTICS OF THE CLASS:

Under the supervision of the Director of Communications, The Emergency Communications Manager oversees the day-to-day operations of the Emergency 911 Communications Center (ECC), ensuring optimal staffing, performance, training, and system functionality in support of emergency services for law enforcement, fire rescue, EMS, and other public safety partners. This leadership position is responsible for supervising personnel, managing quality assurance programs, maintaining compliance with applicable laws and protocols, and supporting strategic planning and budget development.

[NOTE]: These examples are intended only as illustrations of the various types of work performance. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

ESSENTIAL JOB FUNCTIONS:

• Manages the daily operations of the Emergency Communications Center (ECC), ensuring appropriate staffing, efficient workflows, and effective service delivery.
• Plans, organizes, coordinates, and evaluates work assignments for supervisory and subordinate staff providing leadership and direction as needed. Evaluates employee performance for all Communications Shift Supervisors, including annual reviews, coaching, and disciplinary actions when necessary.
• Provides leadership coverage in the absence of the Director of Communications or Communications Training Coordinator.
• Implements and maintains standard operating procedures and assists in reviewing technical issues and applying procedural changes. Assists in maintaining and updating policies and procedures. Maintains ECC files and operational reference materials.
• Coordinates communication efforts with emergency and non-emergency agencies, including fire rescue, law enforcement, emergency management, and partner municipalities.
• Prepares and delivers public presentations, both onsite and offsite, and educates the community and partner agencies on 911 operations as needed.
• Assists with budget preparation, monitors expenditures, and participates in committees as assigned.
• Prepares reports using CAD and communications software systems and ensures compliance with applicable regulations and public records laws.
• Works with the Communications System Specialist as needed to ensure efficient installation, update and/or repair of equipment or systems.
• Subject to “call out” status to respond to the communications center when necessary. Responsible for assisting with the emergency procedures as it pertains to ESF.

QUALIFICATIONS:

A. Education and Experience

• An undergraduate degree in a related field or a professional designation such as NENA’s Center Manager Certification Program (CMCP), or an equivalent. Additionally, at least ten (10) years of progressively responsible experience in emergency communications in law enforcement, fire and EMS communications in a consolidated environment or an equivalent combination of education and experience.
• Considerable supervisory experience in emergency communications.
• Ability to maintain FDLE requirements for CJIS training.
• CPR, Emergency Medical Dispatch (IAED EMD) and FL Department of Health Public Safety Telecommunicator (DOH PST) license or be able to reinstate or obtain within a year.

B. Knowledge, Skills, and Abilities

• Strong knowledge of public safety communications operations, equipment, and best practices.
• Working knowledge of CAD systems, two-way radio, 911 systems, and emergency communication tools.
• Understanding of interagency communications protocols and emergency response coordination.
• Knowledge of public records law, personnel rules, and government compliance standards.
• Ability to manage multiple priorities and remain composed under pressure.Strong leadership, critical thinking, and conflict resolution skills.
• Excellent verbal and written communication skills.
• Ability to train, coach, and evaluate staff effectively.
• Knowledge of Hernando County geography and emergency service zones preferred.

ESSENTIAL PHYSICAL SKILLS:

• Acceptable eyesight (with or without correction).
• Acceptable hearing (with or without hearing aid).
• Sitting for long periods of time.
• Lift up to 10 pounds.