The Cary Emergency Communications Center (ECC), also known as the 911 Center, is one of 126 Public Safety Answering Points (PSAP) in the state of North Carolina. The ECC answers emergency 911 and non-emergency calls for Cary around the clock. Emergency Communications Officers dispatch Police, Fire, EMS, Animal Services, and after-hours Public Works/Utilities calls.
Cary is committed to the safety of its citizens, businesses, and first responders. The center is the hub for call-taking and dispatching for two law enforcement agencies (Cary and Morrisville), three fire departments (Cary, Apex, Morrisville), and mutual aid with Raleigh Wake Communications Center for EMS. Our Cary, Apex, Morrisville (CAM) program has a unified dispatching system that serves over 249,000 residents and covers over 100 square miles. On a normal day, the ECC may receive up to 700 calls or more.
Now, we are seeking a dynamic, forward-thinking professional to serve as our Emergency Communications Center Manager. In this high-impact leadership role, you’ll shape the operations and direction of a state-of-the-art ECC known for its exceptional service, rapid response, and commitment to public safety. You’ll lead a dedicated team of professionals, drive innovation through technology modernization, and ensure compliance with evolving regulatory standards. Your efforts will directly support life-saving emergency services and strengthen community resilience.What You’ll Do:
- Provide visionary leadership and day-to-day oversight of ECC operations and personnel
- Champion continuous improvement, professional development, and operational excellence
- Foster strong collaboration with Police, Fire, EMS, and regional partners to ensure timely, coordinated response
- Monitor and evaluate key performance metrics to uphold the ECC’s high standards
- Serve as a trusted representative of Cary in interagency and public engagements
If you are a seasoned leader with a passion for public service and a deep understanding of emergency communications, we encourage you to apply today. Bring your strategic insight, operational expertise, and the ability to inspire high performance in a fast-paced, mission-critical environment and keep Cary's place as the role model Emergency Communications Center in the region.
Apply today and help lead the future of public safety.
Directs the daily operations and staffing of the ECC; manages shift coverage, resource allocation, and performance expectations;
Develops and implements ECC policies and procedures that ensure accurate and efficient dispatching of emergency services in accordance with local, state, and national standards;
Leads ECC strategic planning initiatives aligned with regional and national trends, including NG911 integration, mutual aid coordination, and disaster preparedness;
Oversees the quality assurance and improvement (QA/QI) program; develops, monitors, and utilizes metrics to evaluate and improve call handling, dispatch performance, and overall ECC efficiency and effectiveness;
Prepares and administers the ECC operating and capital improvement budgets; forecasts and plans for short- and long-term expenditures;
Evaluates ECC technology platforms (CAD, RMS, AVL, NG911, Text-to-911, RapidSOS, etc.) and leads efforts for upgrades and innovative implementations;
Coordinates with other Town departments, external agencies, and regional partners for interoperability, continuity of operations, and large-scale incident management;
Serves on professional boards and committees; represents the ECC at community functions, public education events, and interagency planning meetings;
Investigates service complaints and operational concerns; recommends and implements service, personnel, and process improvements as needed;
Develops, implements, and evaluates training and leadership development programs; ensures training evolves to meet technical and procedural changes;
Promotes wellness and resilience by integrating employee support systems and peer assistance into ECC operations;
Ensures ECC compliance with state mandates, including North Carolina 911 Board reporting and operational audits;
Coordinates the response to and documentation of subpoenas, public records requests, and discovery for legal proceedings;
Provides operational leadership during large-scale emergencies; demonstrates command presence and decision-making authority using the NIMS/ICS model;
Oversees the readiness and staffing of alternate communications center operations during continuity of operations (COOP) activations;
Manages communications supervisors and oversees their training, performance, and adherence to the staffing model to ensure operational consistency;
Fosters a culture of leadership and employee development by supporting growth opportunities, encouraging continuous learning, and aligning team efforts with ECC values;
Performs other job-related tasks as required.
Comprehensive knowledge of emergency communication protocols, NG911 operations, and public safety response coordination; strong analytical and strategic planning skills; ability to use data to guide performance improvements and resource allocation; high proficiency in public safety technology systems (CAD, radio systems, mapping software, and incident command tools); effective communicator with strong written and verbal skills; able to convey technical and operational information clearly; demonstrated leadership, coaching, and supervisory skills in a high-pressure, mission-critical environment; commitment to equity, community engagement, and collaboration with internal and external partners; familiarity with applicable state and federal regulatory frameworks, including 911 Board guidelines, CJIS requirements, and accreditation standards (CALEA, APCO, NENA); proficiency in National Incident Management System (NIMS) and Incident Command System (ICS) operations; ability to resolve personnel and operational conflicts constructively using a professional and balanced approach; ability to inspire and maintain team cohesion in high-stress, multi-jurisdictional emergency environments.
Any combination of education and experience equivalent to a bachelor's degree in public safety, emergency management, communications, public administration, or related field and significant experience in managing a 911 communications center, including supervisory, technical, and strategic responsibilities. Preferred qualifications include an APCO Registered Public-Safety Leader (RPL) or NENA Emergency Number Professional (ENP) certification and completion of leadership training programs related to emergency communication.
Physical Requirements
Employee must be able to speak clearly, hear, and see in order to operate the telecommunications system and view a computer screen; must be capable of prolonged sitting, attending off-site meetings, and performing limited physical inspections; must be available for extended or irregular hours during emergencies or critical incidents.Special Requirements
Must pass pre-employment simulated performance testing;
Must possess a high school diploma or equivalent;
Must pass a Computer Voice Stress Activator (CVSA) test;
Must obtain a North Carolina Basic Telecommunicator Certification within the required timeframe;
Must obtain required certifications, including NC Division of Criminal Information access, Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and CPR;
Must pass pre-employment background checks, drug testing, and credential verifications.