JOB TITLE: CENTRALIZED DISPATCH OPERATIONS MANAGER, GAME COMMISSION

JOB CODE: 60200

DEFINITION: This is professional managerial work directing the Centralized Dispatch Operations Division for the Pennsylvania Game Commission (PGC).

The employee in this job manages the operation of the Centralized Dispatch Center and directs the receipt and processing of calls for emergency and non-emergency wildlife services. Work includes developing and implementing administrative and operational policies and procedures, interacting with internal and external personnel to coordinate Center operations, and establishing and maintaining relations with federal, state, and local agency officials, civic leaders, vendors, and service providers. Work also includes monitoring the Center activities to ensure effective operations and identifying and resolving deficiencies involving equipment, policies, and procedures. Work is performed independently and is assigned through broad program goals and objectives. Work is reviewed through reports and conferences for adherence to policies and procedures, attainment of program goals and objectives, and overall program quality.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.):

• Directs the overall management of the PGC Centralized Dispatch Center.

• Develops Centralized Dispatch Center policies, standard operating procedures, and emergency response plans.

• Develops and implements a formal training program for Center staff to ensure the highest attainable level of customer service.

• Monitors group and individual workloads and response times in order to assess the proper distribution of work for operational efficiency.

• Ensures communications are established and maintained between the Centralized Dispatch Center and the PGC’s six regional offices.

• Investigates complaints regarding response time and level of service provided by staff and implements corrective action.

• Coordinates facility construction, maintenance, repairs, and renovations and the development of service contracts with appropriate department staff and vendors.

• Develops and coordinates strategic plans and capital improvements to maintain state of the art services for the program.

• Develops and maintains professional relationships with dispatch center directors for other commonwealth and county entities.

• Establishes and monitors the division’s budgetary expenditures.

• Oversees the operation of all Centralized Dispatch Center technical systems including radio, computer, mobile data, and enhanced 911 phone network.

• Testifies in court as required.

• Performs the full range of supervisory duties.

• The employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the principles and practices of wildlife conservation.

• Knowledge of communications equipment used in wildlife conservation programs.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to read and interpret written material.

• Ability to read and interpret maps and geographic information.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These may not be used for merit system evaluation or examination purposes and are not position-specific performance standards.):

• Knowledge of the agency’s statewide radio communications system and associated equipment.

• Knowledge of the use and functionality of the proprietary computer aided dispatch software and records management system used by the Pennsylvania Game Commission.

• Knowledge of budgeting principles.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities):

• Three years of professional experience in wildlife protection, wildlife management, wildlife habitat, or forestry within a wildlife conservation program in a supervisory capacity.

SPECIAL REQUIREMENT:

• The employee in this job must maintain CLEAN and JNET certifications for the duration of employment in this job.