Manager, Dispatch Operations

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 Incident Management and 911 Branch is dedicated to ensuring the safety and resilience of our Province by:

• Rapidly coordinating provincial response and critical infrastructure partner resources 

• Effectively managing incidents to minimize impact and restore normalcy as quickly as possible  

• Ensuring integrated emergency responses through the Provincial Coordination Centre
• 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

• Managing and modernizing the emergency 911 system, including the move to Next Generation 911  

About Our Opportunity

The Public Safety Field Communications Agency is responsible for managing public safety, two-way radio communications, infrastructure, and dispatch services on behalf of the Province.

Reporting to the Director of Client Services, the Manager of Dispatch Operations leads the day-to-day operations and ongoing development of a 24/7 operations centre and its backup centre, supported by a team of approximately 20 staff. The centre delivers dispatch, call notification, and related services to client agencies across all levels of government – municipal, provincial, and federal – as well as to private-sector partners.

Many of these clients are policing and enforcement agencies, fire departments, and other public safety organizations for whom accurate and reliable dispatch support is critical. Ensuring a consistently high quality of service and the accuracy of information provided to user agencies is the central focus of this role.

Primary Accountabilities

The position combines operational leadership with business planning and strategic development. The Manager is responsible for establishing and maintaining the centre's service delivery model and for developing and ensuring the program complies with applicable legislative and regulatory requirements.

The Manager of Dispatch Operations is accountable for:

• Provide steady, real-time leadership to Team Leads during routine and crisis situations, ensuring clear communication, rapid decision-making, and continuity of service.
• Build and sustain a resilient, high-performing workforce by actively coaching employees, setting and evaluating performance targets, and supporting mental well-being in a demanding 24/7 environment.
• Ensure the effective management of human and financial resources by promoting diversity and a healthy workplace, demonstrating leadership competencies, respecting corporate human resources practices, and fostering teamwork and individual development.
• The Manager is accountable for establishing and maintaining the centre's service delivery model, maintaining strong internal communication, proactively addressing performance and engagement concerns, and monitoring expenditures in alignment with procurement guidelines to support efficient and effective operations
• Leading the planning, execution, and evaluation of a range of business operations, and contributing to business planning and the strategic development of the service area.
• Leading quality assurance and continuous improvement by reviewing processes and incidents to determine where new or revised procedures are needed to improve effectiveness and efficiency.
• Leading the overall operation, management, and control of the primary and backup communications centres, ensuring safe, accurate, and reliable service delivery at all times.
• Overseeing the operation and maintenance of complex communications equipment, including dispatch consoles, voice recorders, alarm and notification systems, and officer location-tracking systems, and governing the appropriate use of restricted law enforcement and related databases.

Qualifications and Experience

The ideal candidate will be an experienced leader who is comfortable in an operations-oriented environment where sound decision-making, including the ability to make difficult day-to-day operational decisions independently, is critical. In addition, you can shift between supporting the centre's day-to-day operations and meeting the organization's strategic or administrative needs.
 
You are familiar with public safety communications, have strong interpersonal and conflict-resolution skills, and are comfortable navigating change and leading others through it.  The individual should demonstrate an aptitude for technology and a willingness to learn to support an effective centre, including familiarity with dispatch operator processes.

Requirements:

• Experience in progressive leadership in complex environments that includes direct supervision of staff
• Experience building and maintaining relationships with client agencies, partners, and stakeholders
• Experience overseeing quality assurance, auditing, and continuous improvement initiatives  
• Experience leading teams through projects and organizational change
• Must have previous experience working for or closely with public safety organizations in a paid or volunteer capacity
• Must have a valid unrestricted Class 5 licence
• Must be able to obtain an Enhanced Reliability level security clearance
  
  

Assets include:

• Completed post-secondary education in business administration, public administration, emergency management, communications, or related fields.
• Incident Command System (ICS 100-300) training.
• Certifications such as APCO Registered Public-Safety Leader, APCO Certified Public-Safety Executive, NENA Emergency Number Professional (ENP), Emergency Medical Dispatch (EMD), or other equivalent certification
• Knowledge of Motorola TMR2 dispatch radio consoles, Motorola PremierOne computer-aided dispatch systems, NICE digital voice logging systems, VoIP, and other support systems
• Knowledge of the public safety environment in Nova Scotia.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interviews, 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. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application. 

Salary Information

EC 11 -  

$3,571.99 - $4,465.03 

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

• The normal workweek is 35 hours/week, 7 hours/day.
• The centre operates 24/7/365; the Manager may be required to work outside regular hours — including evenings, weekends, or overnights — to support operations, staffing, and emergency events.
• During provincial-level incidents or emergency activations, extended hours and availability may be required.
• Occasional travel within the Province may be required to support training or to meet partners and vendors.
• Because this role directly supports emergency response and frontline services, incumbents may be exposed to high-pressure situations, including interactions with distressed members of the public and information related to serious incidents involving injury, loss of life, or property damage. The ability to maintain concentration, manage competing demands, and work within fixed timelines is essential.
• We are committed to inclusive and barrier-free recruitment. Please note that the current work location has physical accessibility limitations and is not fully wheelchair accessible. We encourage applicants requiring accommodation to contact us to discuss how we can support their participation.

What We Offer

• Career development that gives you access to career guidance, tools, resources, and ongoing training at 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.