9-1-1 Operations Manager

JOB SUMMARY

The 9-1-1 Operations Manager oversees the daily operations of the Emergency Communications Center, ensuring efficient and compliant delivery of public safety dispatch services. This position manages staff performance, operational workflows, and technology systems while maintaining adherence to regulatory standards. The role serves as a liaison between the Communications Center, other departments, and external agencies, supporting emergency response coordination and continuous improvement initiatives.

ESSENTIAL FUNCTIONS

The following list highlights the main responsibilities of this position. While it covers the core tasks, it may not include every duty that could be assigned. Employees may be asked to take on other responsibilities as needed to support the team and department.

• Directs and manages day-to-day operations of the Communications Center, including staff supervision, workload prioritization, and performance monitoring.
• Oversees employee development programs, including onboarding, mentoring, and training to ensure staff readiness and advancement.
• Maintains compliance with telecommunications regulations and standards, including TCIC/NCIC, CJIS, and TCOLE; assists with audits and serves as Associate TAC.
• Updates and enforces standard operating procedures (SOPs) to reflect changes in laws, protocols, and best practices.
• Coordinates scheduling, leave approvals, and payroll processes to maintain appropriate staffing levels.
• Handles citizen and employee inquiries, commendations, and complaints; ensures accurate documentation and forwards to appropriate leadership for review.
• Communicates regularly with the Police Support Services Division Manager regarding policy changes, staffing needs, and operational updates.
• Assists with open records requests and may testify on behalf of the Communications Center when required.
• Serves as liaison between the Communications Center and the Emergency Operations Center when activated, in the absence of the 9-1-1 and Records Manager.
• Monitors industry trends and implements improvements to enhance efficiency and service delivery.

MINIMUM REQUIREMENTS & PREFERRED QUALIFICATIONS

MINIMUM REQUIREMENTS

• High school diploma or equivalent.
• Must be a U.S. citizen at time of hire.
• Five (5) years of progressively responsible public safety dispatch experience, including at least two (2) years in a supervisory role.
• TCOLE Advanced Telecommunications Certification, , TDD/TTY, Communications Training Officer, TCIC/NCIC Full Access, and CPR certifications within six (6) months of employment.
• Valid driver’s license with acceptable driving record; ability to obtain a Texas driver’s license within three (3) months of hire.

PREFERRED QUALIFICATIONS

• Sixty (60) college credit hours from an accredited institution.
• Completion of a nationally recognized public safety communications management course.
• Certification in Emergency Dispatch for Police, Fire, and EMS through the International Academy of Emergency Dispatch (IAED).

COMPETENCIES AND ENVIRONMENT

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong leadership and team-building skills in a high-pressure environment.
• Ability to read and interpret complex technical and regulatory documentation.
• Effective verbal and written communication skills.
• Proficiency in problem-solving, planning, and implementing operational procedures.
• Ability to develop and maintain collaborative relationships across departments and agencies.
• Familiarity with GIS systems and basic math for scheduling and budget administration.

PHYSICAL DEMANDS

This position requires occasional lifting of up to 10 pounds. Frequent activities include sitting, handling, fine dexterity, vision, hearing, talking, and operating foot controls. Occasional activities include standing, walking, reaching, and bending. Rare activities include kneeling, crouching, crawling, twisting, and climbing.

WORK ENVIRONMENT

Work is primarily performed in an office and 911 call center environment with dim lighting and elevated platforms. In emergencies, duties may occur in remote or field settings. Occasional exposure to extreme weather conditions and infectious diseases may occur.

The City of San Marcos offers its employees a broad range of benefits to enhance their personal and occupational lives. We are committed to a total rewards strategy that provides employees with competitive compensation, comprehensive benefits, and an environment that supports a healthy work/life balance.

View Our Benefits Guide.

BENEFITS
Medical, Dental & Vision Coverage

• United Healthcare
  • Choice Plus PPO Plan
  • Prescription Drug Plan
  • Wellness Initiatives
  • Virtual Doctor Visits 24/7
  • Dental Plan
• Davis Vision Insurance
  • Base Vision Plan
  • Premium Vision Plan
  • Laser Vision Correction discounts

Retirement

• Texas Municipal Retirement System (TMRS)
• Mission Square Retirement Corporation - optional 457-deferred compensation plan & Roth IRA

ADDITIONAL BENEFITS

• Flexible Spending Accounts
• City paid Life and AD&D Insurance
• Voluntary Life, AD&D and Long Term Disability insurance
• Employee Assistance Program
• Vacation
• Sick Leave
• Holidays
• Longevity Pay
• Tuition Reimbursement
• Activity Center Membership
• Direct Deposit

The City of San Marcos strives to provide employees with an opportunity for a flexible and positive work/life balance. Employees in eligible positions are offered remote telework options of up to two days per week or 40% of an employee's scheduled work hours. Remote telework eligibility will be determined by department directors to ensure the City provides quality services.

Closing Date/Time: 3/22/2026 11:59 PM Central

• 

• City of San Marcos, TX

• 512-393-8060

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