Director, Client Services

About Us

The Department of Emergency Management is responsible for leading disaster and emergency planning, preparedness, response and recovery activities on behalf of the Province of Nova Scotia.  The objective of the Department is to ensure that Nova Scotians are safe, prepared and resilient in the face of disasters and emergencies. The Department leads the coordination and co-operation of partners and resources during provincial level critical incidents, supports municipal and other partners in regional level and local events, administers the province’s 911 service, maintains critical communications infrastructure and supports operations of our regional emergency management centres.  The Department also works to ensure critical government services continue to function during and after critical events.  

The Regional Operations and Infrastructure Branch enhances the safety and resilience of our Province by: 

• Strengthening critical communications infrastructure through the establishment and oversight of the Public Safety Field Communications Agency.  The Agency’s mission is to create a Centre of Excellence in the delivery of public safety communications, dispatch, and related technologies across Nova Scotia and Atlantic Canada
• Establishing and maintaining Regional Emergency Operations Centres (REOCs) in 6 regions in Nova Scotia.  The REOCs provide leadership in building regional emergency operations networks; ensuring collaborative efforts around emergency planning, training and exercising and developing regional plans for equipment and stores to support emergency response
• Coordinating response to regional emergencies
• Strengthening local and regional emergency preparedness through outreach and education to Nova Scotians at community events, schools, organizations, and through information sessions
• Fostering strong collaboration, communication, and emergency management planning with regional partners, including the development and coordination of regional Nova Scotia Guard networks
• Providing information to the Provincial Coordination Centre and the 24/7 Watch Desk staff to ensure real-time situational awareness, coordination, and support during emergencies and actioning critical information received from the Provincial Coordination Centre in the regions  

About Our Opportunity

Reporting to the CEO of the agency, the Director of Client Services is responsible for leading a division within the Public Safety Field Communications agency containing two key client service programs – Field Services (Client Relations, Training and Exercising, and Mobile Communications Support), and Dispatch Operations (Shubenacadie Radio Communications Centre). In leading these two service areas, the Director must provide leadership and direction for the delivery of all aspects of both programs. The Director is responsible for setting out the business plan, goals and strategy for their branch, and overseeing the development of programs and policies supporting those goals. This role will be responsible to provide leadership and direction for all aspects of these two program areas, each of which have significant impact on the Department’s ability to manage successful, province wide public safety programs, and deliver public works services, to meet the needs of client agencies, and ensure the safety of lives and property of Nova Scotians.  

The Director will provide daily operational and strategic leadership to the Field Services and Dispatch Operations Teams, which provide virtually all front-line service delivery in PSFC.

Primary Accountabilities

• Leads both the strategic direction and operations of field services and dispatch, including leading a team of senior professionals in the design, development, and daily management of staff, programs, policies, and services within the areas of responsibility to ensure effective client service delivery.
• Champions the development and strengthening of partnerships and the creation of new client service opportunities. Actively explores new opportunities with stakeholders across the public sector (all three levels of government), private sector, and other Atlantic Provinces to determine where Nova Scotia can deliver services related to public safety communications. Implements partnership opportunities where feasible.
• Builds and maintains strategic working relationships with leadership personnel within client and stakeholder agencies and across government departments and agencies. Leverages strategic relationships to support the development and success of the operation.
• Supports the Agency CEO in the development and implementation of Agency-wide initiatives, strategy development, new technology or process implementation, client communications, and senior leadership communications and reports.
• During major emergencies, is responsible for representing the Agency at operational leadership tables and making decisions on how best to direct the division’s resources and its contracted service providers to support the management of natural or human-caused disasters. This may include providing on-site leadership at emergency scenes.

Qualifications and Experience

The ideal candidate will exhibit a commitment to high-quality service delivery, focusing on meeting client needs, and aligning operations with strategic objectives. The candidate must be adept at making critical decisions under pressure, managing high-stress situations, and building strong relationships to achieve organizational goals. Proven experience in leadership, program delivery, and public safety or emergency management is essential.
The successful candidate will have a university degree in a related field (Business/Commerce, Science, Engineering, Computer Science, Public Administration, or Emergency Management) plus several years of leadership experience in a public safety or emergency management setting (career or volunteer). 

They will:

• Have an extensive background in delivering high quality client services to diverse clients
• Have strong leadership experience, including successfully leading teams (formal or informal), developing talent, and fostering a positive work environment.
• Excellent communication skills, with the ability to engage effectively with diverse stakeholders and provide clear, concise briefings and advice.
• Have strong knowledge of public safety communications and dispatch technology and services 
• Have extensive experience in developing business cases and making presentations to senior officials
• Be comfortable and experienced making decisions in emergency / crisis situations
• Be trained in the Incident Command System to at least ICS level 300

Assets include:

• Marine, Aeronautical, or Amateur Radio Licenses
• Knowledge of Nova Scotia’s Trunked Mobile Radio and Nova Scotia Integrated Mobile Radio Systems
• Experience in public safety dispatch centre operations and knowledge of dispatch technologies

LEADS

The Government of Nova Scotia has adopted the LEADS Leadership Framework.  During the interview, candidates will be expected to express how they have demonstrated the key behaviours and capabilities required to effectively lead in a caring and inclusive environment. LEADS Domains includes Leads Self, Engage Others, Achieve Results, Develop Coalitions and Systems Transformation.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Equivalencies include:

• 10 years of directly related experience as outlined above.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

• Normal work week is 35 hours/week, 7 hours/day
• Can expect to be called upon on a 24 hours a day, 7 day a week to support staff managing communications in support of incidents and events.
• During emergencies, will be required to work extended hours in locations across Nova Scotia.
• Frequent travel throughout the province will be required.

Additional Information

• Must have a valid unrestricted class 5 license
• Must be able to obtain a Secret level security clearance

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths