Career Opportunity

911 DISPATCH CENTER MANAGER - SFO (0923)

Recruitment: RTF0122900-01109467

Published: August 29, 2022

Accepting applications until: July 15, 2022

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About:

08/29/2022: The announcement has been amended to reflect changes under selection procedures from Basic Supervisory Exam – (BSE) (Weight: 50%) to Supervisory Test Battery (STB) (weight 50%). APPLICANTS WHO PREVIOUSLY SUBMITTED AN APPLICATION NEED NOT RE-APPLY.

Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 P.M., Monday, August 29, 2022.

06/28/2022: This announcement has been extended to reflect changes with the application deadline date. Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after Friday, July 22, 2022, at 5:00 P.M.

06/23/2022: The announcement has been amended to reflect changes to the minimum qualifications. 

06/28/2022: This announcement has been amended and extended to reflect changes with the application deadline date. Applicants who already applied under 0923 - 911 Dispatch Center Manager (Communication Center Manager) during the filing period from June 13, 2022, through July 1, 2022, need not reapply and will be included in the applicant pool.

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

San Francisco International Airport (SFO), an enterprise department of the City & County of San Francisco, has a workforce of approximately 1,700 City employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is to provide an exceptional airport in service to our communities and our core values are Safety and Security, Teamwork, Excellence, and Care. Learn more about careers at SFO.

For more information about SFO, visit www.flysfo.com. Follow us on twitter and facebook.

• Application Opening: June 13, 2022
• Application Deadline: August 29, 2022
• Compensation: $124,696 - $159,146 Annually
• Recruitment ID: PBT-0923-122901 (RTF0122900-01109467)

Role description

Under general direction, the 911 Dispatch Center Manager (Communications Center Manager) leads and directs a 24 hours/7 days a week/365 days operation at the San Francisco International Airport (SFO) Public Safety Answering Point (PSAP) and Paging and Information Center including police, fire, and medical dispatch functions, airfield and maintenance dispatch, and public paging and information services; oversees and directs all functions and activities of the public safety/emergency communications services, including development and maintenance of operating standards, development of policies and procedures, and development and implementation of training program; responsible for inter-agency coordination and the administration of the section budget; and perform other duties as assigned.

The essential functions of this classification include, but are not limited to, the following:

• Directs Airport Communications staff regarding standards and requirements for the Communications Center and develops performance measures for the center.
• Manages all functions of the Communications Center operation and is responsible for ensuring the efficient and effective operation of the section.
• Directs and oversees the development and implementation of the unit’s administrative policies and procedures and standard operating procedures.
• Oversees and directs the development, implementation, and evaluation of the training program for Airport Communications Center staff.
• Collaborates/coordinates with Airport administration, other Airport division managers, and representatives of other City departments and public safety agencies to plan, develop and implement Airport emergency/disaster communications procedures.
• Coordinates with Airport administration, other Airport division managers, representatives of other City departments and public safety agencies and other local, state and federal agencies in investigatory matters, serves as Communications liaison in such matters.
• Directs research and report requirements on Communications Center operations and prepares and provides oral and written reports on Communications Center activities for senior Airport Management.
• Develops and administers budget for the Airport Communications Center, including determining requirements and approving expenditures.
• Evaluates and analyzes activities of the emergency services functions of the Communications Center and performs long range planning for emergency communications services at the Airport.
• Represents the Airport with tenants and representatives of other sections, City department, outside agencies and organizations regarding Airport emergency services communications matter.
• Represents the Communications Center section on all labor relations matters.
• Directs and approves Communications Center section personnel activities, including selection, hiring, certification of performance evaluation reports, disciplinary matters and terminations.
• May include additional duties as assigned.

How to qualify

Education: Possession of a baccalaureate degree from an accredited college or university.

Experience: Five (5) years of professional experience in a municipal Public Safety Answering Point (PSAP) and/or large public safety communications center, with at least two (2) years of which must have been in a lead capacity directing and monitoring the work of others.

License and Certification: Possession of a valid Class C Driver’s License. A California license must be obtained prior to the appointment. (Employees are required to maintain a satisfactory driving record.)

Note: The five (5) years of professional experience must have been obtained within the last seven (7) years.

Education Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis up to a maximum of four (4) years.  Thirty (30) semester units or forty-five (45) quarter units equal one (1) year.

Desirable Qualifications

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred to hiring.

• Two (2) years of supervisory/management experience overseeing at least 25 or more public safety dispatch center staff.
• Possess a valid P.O.S.T. Basic Dispatch Certificate.
• Excellent leadership skills and experience.
• Excellent oral and written communication skills.
• Excellent knowledge of various communications systems and new technologies.
• Knowledge of Airport operations safety and security regulations and issues.
• Ability to develop and administer the budget for the whole section.

Note: One-year full-time employment is equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40 hours work week.)  Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.

Note: Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, and disqualification or may lead to lower scores.

SELECTION PROCEDURES:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ) (Weight: Qualifying)

Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Supervisory Test Battery (STB): (Weight: 50%)

Candidates will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g., directing, counseling, guiding, evaluating, motivating, disciplining, developing, and training subordinates, delegation) as well as customer service and reading comprehension. This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review. The Supervisory Test Battery will be administered either on a computer or in paper format. The type of format will depend on the size of the qualified applicant pool. Qualified candidates will be notified of the type of exam format in their exam appointment notification. The score you achieve on this examination shall be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory classes therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the test for this future announcement is held within one year of the date of this examination, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the test. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325

Training and Experience Evaluation (Weight: 50%)

Candidates will be administered a supplemental questionnaire to determine their possession of the knowledge, skills, and abilities required for position 0923 Manager II – 911 Dispatch Manager. All relevant experience, education and/or training must be on the application in order to be reviewed in the rating process.

Note: A passing score on both the Basic Supervisory Exam and the Training and Experience Evaluation must be achieved in order to be placed/ranked on the Eligible List. Candidates will be placed on the eligible list in rank order according to their final score. The department may utilize additional selection procedures to make a final hiring decision.  Candidate scores on this examination may also be applied to other announcements involving other titles, when directed by the Human Resources Director.

What else should I know?

Eligible List:
A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission. 

The duration of the eligible list resulting from this examination process will be six (6) months and may be extended with the approval of the Human Resources Director. 

To find Departments which use this classification, please click here.

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/
The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Background Investigation
Positions with the San Francisco Airport Commission that require security clearance prior to employment may be required to have a thorough background investigation to determine the candidate’s suitability for employment. The investigation includes a search into records held by the criminal justice system, credit reporting agencies, the Dept. of Motor Vehicles, as well as contact with references, employers, and others who have knowledge of the candidate. Reasons for rejection based on this investigation may include, but not be limited to: applicable convictions, repeated or serious violations of the law, use of controlled substances and alcohol, inability to work well with co-workers, inability to accept supervision, inability to follow rules and regulations, falsification of application materials, and/or other relevant factors. Candidates may be required to undergo drug/alcohol screening and must clear Department of Justice and Federal Bureau of Investigation fingerprinting. The background investigation will also meet Transportation Security Administration requirements (TSA Section 1542.209). Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Transportation Security Administration (TSA) Security Clearance
Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening.  Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination.  Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Customs Clearance
This position requires that the incumbent be qualified for unescorted access to the San Francisco International Airport U.S. Customs Security Area. An application for a U.S. Custom Access Seal may be submitted to Customs ONLY after employment has commenced. Employment in this position requires that the incumbent submit an application for, successfully acquire and maintain a Customs Access Seal. Per Civil Service Commission Rule 110.9.1, every applicant must possess and maintain the qualifications required by law and by the examination announcement for this examination. Failure to acquire or maintain customs access, a requirement for this position, may be basis for termination from employment with the Airport Commission. Customs Access Seal requirements and procedures are located in the Code of Federal Regulations, Title 19, Part 122, Sections 181 or 189.

Medical Examination
Prior to appointment, candidates must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job and/or the ability to meet the physical minimum requirements.

Certification Rule:
The certification rule for the eligible list resulting from this examination will be Rule of List. The hiring department may conduct additional selection processes to make final hiring decisions. More information regarding certification of eligible candidates can be found here.

GENERAL INFORMATION:

Additional Information Regarding Employment with the City and County of San Francisco:

Information About the Hiring Process
Conviction History
Benefits Overview
Equal Employment Opportunity
Disaster Service Workers
Reasonable Accommodation Request
Veteran Preference
Seniority Credit in Promotional Exams
Right to Work 
Copies of Application Documents
Diversity Statement
Clerical errors 
Copies of Application Documents

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov/ and begin the application process. Applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. Applicants will receive a confirmation email that their online application has been received. Failure to receive this email means that the online application was not submitted or received.

Questions: Contact Tamara Ranney, by telephone at 650-821-2024, or by email at tamara.ranney@flysfo.com.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.