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Director -- Office of Unified Communications (OUC)

OPEN:    December 22, 2020

CLOSE:   Open until filled

POSITION:    Director, Office of Unified Communications

The Bowser Administration announced a national search for the position Director of the Office of Unified Communications (OUC).  The OUC director reports to the Deputy Mayor for Public Safety and Justice (DMPSJ).  The incumbent serves as the Director of all phases of the operation of the OUC and is responsible to the DMPSJ, the City Administrator, and the Mayor, who outline very broadly defined missions, functions, or objectives.  The employee has responsibility for independently planning, designing, and carrying out programs, projects, studies, and other work.  Results of the work are considered technically authoritative and are normally accepted without significant change.  If the work should be reviewed, the reviews concern such matters as fulfillment of program objectives, effect of advice and influence on the overall program, or the contribution to the advancement of technology.  Recommendations for new projects and alteration of objectives usually are evaluated for such considerations as availability of funds and other resources, broad program goals, and business models.

The mission of the Office of Unified Communications (OUC) is to provide a fast, professional and cost-effective response to emergency and non-emergency calls in the District. Created in fiscal year 2005, the OUC consolidates the emergency 911 non-emergency and 311 call activities from the Metropolitan Police Department (MPDC), Fire and Emergency Medical Services (FEMS) and customer service operations.  

OUC provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety wireless communication systems and resources. Our mission includes the following:

  • Development and enforcement of policy directives and standards regarding public safety and non-public safety communications
  • Operations and maintenance of public safety and non-public safety voice radio technology
  • Management of the building facilities supporting public safety voice radio technology and call center technology
  • Review and approval of all agency proposals, purchase orders and contracts for the acquisition of public safety voice radio technology and call center technology systems, resources and services.

As an organization that is tasked with handling all 1.8 million 911 calls that occur in the District of Columbia each year, OUC carries tremendous responsibility. In addition to fielding these life-dependent calls, we also oversee all land and mobile radio systems tied to the response network.  To learn more about the Office of Unified Communication, please click here.

 

DUTIES AND RESPONSIBILITIES

The following are core duties of the Director, Office of Unified Communications:

  • Serves as the Director of the OUC and is responsible for operating, planning, organizing, and promoting programs that exchange and expanding emergency and non-emergency customer service functions to the District of Columbia and its surrounding jurisdictions. 
  • Directs the development and overall operations of the OUC. 
  • Develops and manages mission critical emergency and non-emergency operations, radio and call center technology across all agencies and departments in the District of Columbia. 
  • Establishes all policies and procedures for the daily operation of the OUC.  Develops written policies and procedures for all aspects of call center and radio technology operations, establishes service level agreements, and monitors performance metrics.  Serves as an authoritative source of expertise for District departments and agencies utilizing the call center. 
  • Responsible for developing the OUC budget and ensures compliance with all federal and local guidelines. 
  • Provides authoritative information and advanced technical assistance with respect to all programs and services of the OUC.  Identifies areas for improvement and brings these areas to the attention of the DMPSJ, with recommendations for meeting needs including conducting or funding research and demonstration projects to test the recommendations. 
  • Serves on committees and represents the agency as it pertains to telecommunications regarding the development of goals, operational and interdepartmental issues, problem solving, and coordination with other District government agencies.
  • Serves as the primary liaison between the OUC and community based organizations.  Oversees the OUC’s public relations programs, including public appearances and public speaking.
  • Performs other related duties as assigned.

   

REQUIRED BACKGROUND AND EXPERIENCE

  • Must have a minimum of five (5) to ten (10) years in executive management  or leadership at an agency overseeing emergency services communications centers, including knowledge and experience in police, fire and emergency services teams, and working knowledge of emergency response agencies operations.
  • Minimum bachelors degree in public policy, management or a related field.
  • Experience as a 911 call taker and management of 911 callers is preferred.
  • Authoritative knowledge of the state-of-the-art technology and business processes available to meet the needs of emergency service network. 
  • Excellent management skills and capacity studies.
  • Very high management expertise in operations of large-scale emergency services communications center. 
  • Experience leading or managing customer service programs.
  • Outstanding expertise in developing and sustaining positive business relationships.
  • Authoritative knowledge of management principles, practices, and techniques of analysis and evaluation. 
  • Thorough knowledge of the District of Columbia government operations, its organizations, and programs.

 

DOMICILE REQUIREMENT:

There is a legal requirement that each new appointee to the Excepted and Executive Service either: (1) be domiciled in the District of Columbia at the time of appointment; or (2) establish District domicile within one hundred eighty (180) days of appointment.  The law also requires that Excepted and Executive Service employees maintain District domicile during the period of the appointment.  Failure to maintain District domicile during the period of the appointment will result in forfeiture of employment.

 

 

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