Manager, Integrated Emergency Services

**Job Posting**

Reporting to the Divisional Commander, the Manager, Integrated Emergency Services (IES) is responsible for leadership and management of IES, including Enhanced 911 call taking, non-emergency call taking, police and fire dispatch for all HRM; including Halifax District RCMP and Stanfield Halifax International Airport Fire Services (ARFF). The Manager oversees the development of policies, processes and procedures to ensure quality delivery of services related to Public Safety Communications within the Municipality.

The Manager has oversight and responsibility for the efficient and effective operation of IES. Handling over 400,000 calls annually, HRM’s Integrated Emergency Services is the first point of contact for the public to contact emergency services, have calls triaged and dispatch appropriate resources to a wide range of Police/Fire related calls.

The Manager will oversee the direction, diverse services, relationships, and agreements to ensure excellence in service delivery and emergency response for HRM residents, businesses, and visitors, operating 24/7, 365-day emergency service operation.

**DUTIES AND RESPONSIBILITIES**:
**Professional Responsibilities**
- Develops and manages a strategy to deliver a central telephone access point for requests for both emergency and non-emergency calls, ensuring a high level of customer service and effective leadership for HRM's Integrated Emergency Services (IES).
- Provides strategic direction to meet objectives outlined in the Business and Operational Plans for IES.
- Establishes and manages partnerships, including Service Level Agreements and Memoranda of Understanding, with both internal and external clients.
- Ensures that the services provided by Integrated Emergency Services are relevant, and accessible.
- Oversees risk management related to health and safety, security, and business continuity within IES.
- Ensures accurate handling of over $800,000 in funding from the Province of Nova Scotia, as per the MOU.
- Benchmarks services, reviews current methods, conducts trend analysis, and implements improvements, policies and procedures to ensure effective service delivery.
- Sets performance standards, develops workforce plans, and ensures staffing levels meet short
- and long-term service delivery needs.
- Manages the Integrated Emergency Services response and support of HRM’s emergency preparedness program during any emergency events.
- Oversees IES's role in HRM's emergency preparedness and response, including representation during activations of the Emergency Operations Center and Provincial Coordination Center.
- Develops and manages business continuity and emergency plans, identifying risks and mitigation strategies.

**Special Projects**
- Communications system related - TMR (trunked mobile radio) / back up systems and telephony systems
- Managers impacts of NG911 on current configuration, policies, processes and personnel considerations
- Ensures the evergreening of systems and equipment, including loggers, computer systems, programs and general office equipment.
- Assists with V Mobile program.
- Manages upgrades to the main dispatch center and backup center.
- Expansion of the dispatch footprint beyond HRM.

**Financial Management**
- Assists with development and implementation of division operating budget
- Assists with creating detailed work plans identifying project costs, deliverables, resource allocation, benefits and schedules for implementation and evaluation.
- Monitors and evaluates service delivery/plans and implements improvements.

**Staff/Human Resource Management**
- Provides leadership to maintain a positive work environment and staff morale.
- Assesses staff performance, ensuring quality, accuracy, and productivity while fostering development through delegation, coaching, and formal training.
- Optimizes team performance through positive team building.
- Maintains positive working relationships and promotes professional behaviour.
- Approves and manages work schedules including attendance, overtime, and vacation.
- Conducts performance reviews, recognizes employee contributions, and supports staff development.
- Makes decisions regarding corrective actions and discipline as needed.
- Administers collective agreements and ensures staff adherence to corporate policies, including Workplace Rights and Occupational Health & Safety.
- Directly responsible for implementing the attendance support program.

**Organizational Management**
- Represents Halifax Regional Police on topics related to Public Safety Communications on various committees and meetings.
- Develops, documents and implements policies and procedures to support Business Plan goals.
- Manages operations to ensure consistency within IES through teamwork and communication, including regular team/management meetings.
- Reviews and improves processes within the Business Unit and across departments.
- Identifies ways to improve service levels through staff trainin