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HomeMy WebLinkAboutAgenda - 05-17-2005-5dORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: May 17, 2005 Action Agenda Item No. 5"~ SUBJECT: Classification Plan Amendment -EMS Data Communications Positions DEPARTMENT: Emergency Management and Personnel PUBLIC HEARING: (Y/N) No ATTACHMENT(S): Class Specifications -Wireless Communications Coordinator - Communications Data Manager INFORMATION CONTACT: Jack Ball, Emergency Management Director, 968-2050 Elaine Holmes, Personnel Director Extension 2550 TELEPHONE NUMBERS: Hillsborough 732-8181 Chapel Hill 968-4501 Durham 688-7331 Mebane 336-227-2031 PURPOSE: To consider amending the Qrange County Classification and Pay Plan by: Changing the salary grade of the existing class of Wireless Communications Coordinator from Salary Grade 12 to Salary Grade 14, Salary Grade 14 has a hiring range of $31,939 - $41,499. • Changing the title and salary grade of the existing class of Communications Data Technician from Salary Grade 16 to Communications Data Manager at Salary Grade 17, Salary Grade 17 has a hiring range of $37,039 - $48,125, BACKGROUND: The Emergency Management Director requested that Personnel complete a current classification and pay study of EMS Data Communications positions to assess changes in duties and responsibilities that have occurred as a result of the evolution of Wireless 9-1-1 communications, When the Communications Center receives a 9-1-1 call from anon-cellular telephone, the exact location of the caller is given because the phone is stationary, Because cellular phones can travel from one location to another, the basic idea behind 9-1-1 no longer works in the same manner and it must depend an what is called "Wireless 9-1-1". In 1996, the Federal Communications Commission required wireless carriers to provide Wireless 9-1-1 to their subscribers, Phase I required wireless providers to supply a cellular telephone callback number and the cell sector where the call originated, Phase II added the ability to locate the cellular telephone within specific parameters. The cellular telephone can come from any state or even a foreign country, so there is no set database that can be checked for the owner's information. In order to know who is calling 9-1-1 from a cellular telephone and their location depends on basically three separate items that must work together: 1) There must be a cell tower to pick up the caller's signal: 2) the signal must be sent to the proper (local) Communications Center, and 3) the Communications Center must have the technology to receive the information. Wireless Communications Coordinator Initially, when the Wireless Communications Coordinator position was created, the primary focus was on Phase 1 which involved providing a cellular phone callback number. Currently, the position's primary focus is on the implementation of Phase II which involves locating cellular phones. Specifically, the Wireless Communications Coordinator has assumed the following new and/or evolving duties: • Developing and maintaining the Wireless Phase II implementation plan which includes reviewing the location of the cell tower on the map and determining which E9-1-1 Communications Center the call should be referred to, • Maintaining contact with vendors and wireless carriers on cellular phone towers, addresses and cellular phone numbers, • Maintaining the Wireless E9-1-1 database (including updates, corrections and improvements) which includes each existing and newly constructed cellular telephone tower within the County, • Working with Geographic Information Systems maps on the Computer Aided Dispatch system where the maps allow Telecommunicators to identify the location of the callers. • Developing and implementing standard operating procedures and a quality assurance program for Wireless E9-1-1, In addition, the Wireless Communications Coordinator works with the Data Communications Technician on providing back up for and ensuring that the communications network server is functioning property, including providing technical support to the entire EMS Office; maintaining the CAD system and each piece of equipment in operation at the E9-1-1 Center. Personnel has completed the classification review and is recommending that the Wireless Communications Coordinator at Salary Grade 12 be reclassified to Salary Grade 14 to recognize the broader scope and higher level of technical duties and knowledge involved with Wireless E9-1-1 technology and standards and E9-'1-1, Computer Aided Dispatch and Geographic Information hardware and software systems. EMS Data Communications Technician Since the last classification and pay study, the EMS Data Communications Technician has assumed the new duty of managing and supervising the entire wireless E9-1-1 function, including assuming supervisory responsibility for the Wireless Communications Coordinator. Specifically, the EMS Data Communications Technician has assumed the fallowing new and/or evolving duties: • Monitors and approves actions to assure the correct rcuting of cellular telephone emergency calls. • Oversees negotiations with wireless telephone carriers in regard to telephone towers, addresses and cellular telephone numbers. • Reviews and authorizes documentation of wireline and wireless activities with telephone carriers to ensure accuracy and efficiency. In addition, the EMS Data Communications Technician contimaes to perform research and cost analysis of telecommunications equipment; manage acquisition of all communications licenses for the division; provide systems operations far the E9-1-1 database and the Computer Aided Dispatch (CAD) system; serve as Terminal Agency Coordinator which includes coordinating and arranging far employees to attend DCI training, including maintaining and monitoring when recertifications are needed; administer Division of Criminal Investigation (DCI's) Module I course to Telecommunicators; and serve as technical support for the entire department. Based on the classification review, Personnel recommends that the EMS Data Communications Technician at Salary Grade 16 be reclassified to a new class of EMS Data Communications Manager at Salary Grade 17 to recognize the new oversight and supervisory duties far the Wireless E9-1-1 function. FINANCIAL IMPACT: Funds to implement the results of the classification and pay study are available within the approved budget for 2004-05, The estimated increase in cost is up to $1,300 for the remainder of this fiscal year and up to $6,767 on an annual basis, RECOMMENDATION(S): The Manager recommends that the Board amend the Classification and Pay Plan by: • Changing the salary grade of the existing class of Wireless Communications Coordinator from Salary Grade 12 to Salary Grade 14. • Changing the title and salary grade of the existing class of Communications Data Technician at Salary Grade 16 to Communications Data Manager at Salary Grade 17, JOB TITLE: Wireless Communications Coordinator 4 DEPARTMENT: Emergency Management, Orange County JOB SUMMARY: This position is responsible for developing, implementing and maintaining Wireless E9-1-1 services. MAJOR DUTIES: o Develops and maintains Wireless Phase I and II Implementation Plans; o Interacts with wireless carriers to ensure that a cellular phone callback number is provided; reviews location of towers and determines the 9-1-1 Center that calls should be routed to (Phase I). o Implements systems that allow determination of the caller's location on a map (Phase II). o Updates and maintains the Wireless E9-1-1 database. o Adds, deletes, changes and maintains wireless map data and provides systems backups. o Maintains and monitors accounts receivables and accounts payables for the Wireless E9-1-1 account. o Maintains contact with vendors and wireless carriers to ensure immediate support is available at all times, o Develops and maintains policies and procedures relating to Wireless E9-i-1 services. o Develops and delivers Telecommunicatortyaining on Wireless E9-1-1 services. o Develops and implements a quality assurance program for Wireless E9-1-1 services, o Works with Data Technician on maintaining accurate databases for the Computer Aided Dispatch (CAD) system and the Geographical Information System (CIS) functions, o Coordinates with Land Records on GIS system functionality. o Works with Data Technician on verifying information and processing E9-1-1 Inquiry farms, Master Street Address Guide (MSAG) Ledgers and Emergency Service Numbers (ESNs) to the proper agency. Wireless Communications Coordinator, Emergency Management 5 Page 2 o Assists with Emergency Operations Center (EOC) preparedness and activations by providing staff coverage and ensuring that equipment is available and operating. o Performs other related duties as assigned, KNOWLEDGE REQUIRED BY THE POSITION: o Knowledge of wireless E9-1-1 technology and standards, o Knowledge and understanding of wireless E9-1-1 legislation. o Knowledge of CAD system hardware and software systems, o Knowledge of GIS software and applications. o Knowledge of E9-1-1 addressing and maintenance of the Master Street Address Guide (MSAG), o Knowledge of EOC operations and facilities, o Skill in oral and written communications, SUPERVISORY CONTROLS: The Communications Data Technician assigns work in terms of somewhat general instructions. Completed work is spot checked for accuracy, compliance with instructions and procedures, and the nature and propriety of the final results. GUIDELINES: Guidelines include relevant federal and state laws, county ordinances and department policies and procedures, These guidelines are generally clear and specific, but may require same interpretation in application, COMPLEXITY: The work consists of related technical duties. The need to respond quickly to computer and/or network problems contributes to the complexity of the work. SCOPE AND EFFECT: The purpose of this position is to assist in developing and maintaining wireless E9-1-1 services, including maintaining accurate databases and maps, Successful performance contributes to wireless customers being identified, located and responded to promptly in the event of an emergency. PERSONAL CONTACTS: Contacts are typically with co-workers, telephone and wireless company personnel, vendors, other county employees, employees of local municipalities, representatives of other public safety agencies, representatives of Wireless Communications Coordinator, Emergency Management 6 Page 3 service and support agencies, and the general public, PURPOSE OF CONTACTS: Contacts are typically to exchange information, resolve problems and provide services, PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or console, standing, or stooping, The employee occasionally lifts light and heavy objects and uses equipment requiring a high degree of dexterity, WORK ENVIRONMENT: The work is typically performed in a dispatch center that is often noisy. SUPERVISORY AND MANAGEMENT RESPONSIBILITY: None. MINIMUM QUALIFICATIONS: o Knowledge and level of competency commonly associated with the completion of a accredited community college degree in a course of study related to the occupational field. o Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years. JOB TITLE: Communications Data Manager DEPARTMENT: Emergency Management, Orange County JOB SUMMARY: This position is responsible for planning, organizing and directing the data processing activities for emergency services, This involves use and maintenance of multiple computerized information systems; assessing the need and priorities for information systems operation, maintenance and enhancement; and supervising the duties of the Wireless Communications Coordinator. MAJOR DUTIES: o Oversees and manages telecommunication data systems which involves operation, maintenance, enhancement and support . o Coordinates and performs research and cost analysis of telecommunication equipment to assure the delivery of high quality, reliable and innovative communication systems and services to the public, all municipalities/ government agencies within the context of legal and binding laws of the State as related to E9-1-1 services, o Hires, trains, supervises and evaluates the work of the Wireless Communications Coordinator. o Reviews and authorizes all documentation with wireline and wireless activities to ensure accuracy and efficiency. o Oversees wireless communications negotiations with wireless telephone carriers (AIITeI, Verizon, AT&T) on telephone towers, addresses and cell telephone numbers. o Provides lead direction to vendors, contractors and consultants. o Negotiates vendor contracts and maintenance agreements; monitors contracts and reconciles and approves all telecommunications invoices for payment, o Manages acquisition of all communications licenses and maintains license data for the Division; keeps fiscal and maintenance records; and submits correspondence to regulatory agencies for clarification and/or interpretation of guidelines and laws, o Maintains various records, directories, logs, files and manuals related to telecommunication activities according to local guidelines and regulatory agencies, o Provides systems operations for the Computer Aided Dispatch (CAD) system; Communications Data Manager, Emergency Management Page 2 obtains reports and manipulates data from the system; ensures that the system is fully redundant, backs up system, and maintains a hard copy. o Retains database records such as E9-1-1 System Database, Master Street Address Guide Ledgers and Emergency Service Numbers; maintains and updates the CAD system directly connected to emergency response agency resources; and provides ongoing maintenance and technical support to State connected computer system, o Determines, recommends and manages software and hardware updates; ensures the proper functioning of technical resources for the department; serves as Help Desk support to the entire staff, o Monitors and recommends external escalation regarding all hardware and software failures, circuit troubles, and switch-related outages to ensure compliance with meantime repair standards, 8 o Provides cooperative testing and operational support to other network locations and other carriers to ensure proper configuration of all required components. o Identifies, troubleshoots, and corrects CAD system problems, including resolving problems via phone and computer an a 24 hour basis. o Maintains and monitors accounts receivables and accounts payables for two E9-1-1 budget accounts, o Administers Division of Criminal Investigation (DCI)'s Module I course to Telecommunicators; enrolls Telecommunicators into DCI classes and, maintains class enrollment forms in database; ensures that DCI recertifications are maintained, o Provides 24 hour helpline access for the Telecommunications Center to maintain normal operations and Emergency Operations Center (EOC) activation, o Provides emergency coverage and staff support during EOC operations; ensures that all radio, phone and computer equipment are functioning during emergency operations. o Performs other related duties as assigned, Communications Data Technician, Emergency Management Page 3 KNOWLEDGE REQUIRED BY THE POSITION: o Knowledge of the systems, equipment, techniques, terminology and practices used in telecommunication systems. o Knowledge of Federal, State, local laws and administrative codes regarding regulation of E9-1-1 activities and responsibilities. o Knowledge of the geography and road system of Orange County, o Knowledge of and ability to perform diagnoses and resolutions of telecommunication system malfunctions. o Knowledge of standard office equipment, o Skill in oral and written communication. o Skill in maintaining records and preparing reports, o Ability to make sound decisions under pressure when faced with multi-faceted problems, o Ability to plan, organize, prioritize and delegate work. 9 o Ability to effectively resolve conflicts between individual needs and requirements of the organization. SUPERVISORY CONTROLS: The Deputy Emergency Management Director/Communications assigns work in terms of general instructions. Completed work is spot-checked for accuracy and the nature and propriety of the final results. Assignments require the regular use of discretion, resourcefulness, and independent judgment to provide innovative solutions to a wide range of telecommunications problems. The incumbent will exercise considerable discretion and independent judgment in deciding how to perform the work assigned, GUIDELINES: Guidelines include relevant federal and state laws, county ordinances, and department policies and procedures. These guidelines are generally clear and specific, but may require some interpretation in application. COMPLEXITY: The work consists of related technical duties, The need to respond quickly to computer and/or network problems contributes to the complexity of the work, SCOPE AND EFFECT: The purpose of this position is to plan, organize and direct the Communications Data Technician, Emergency Management Page 4 telecommunication data systems and assess the needs and priorities for system operation, maintenance and enhancement on a 24 hour basis. The consequences of this position can result in liability of a negligent nature that can lead to the loss of life and property. PERSONAL CONTACTS: Contacts are typically with co-workers, utility company personnel, vendors, municipal and county employees, representatives of public safety agencies, representatives of service and support agencies, and the general public. PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide effective and efficient emergency services. PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or console, standing, or stooping. The employee occasionally lifts light and heavy objects and uses equipment requiring a high degree of dexterity. WORK ENVIRONMENT: The work is typically performed in an office and at times off site at various locations, SUPERVISORY AND MANAGEMEN'T' RESPONSIBILITY: This position has direct supervision over Wireless Communications Coordinator (1 ). MINIMUM QUALIFICATIONS: o Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational field. o Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years. 1Q o Possession of or within six months ability to obtain a Division of Criminal Information (DCI) certification.