Emergency Operation Center Manager

About the role

The Emergency Operation Center (EOC) Manager leads the strategy, governance and day‑to‑day operations of the EOC, ensuring continuous 24/7 emergency call‑taking, dispatch and incident coordination in line with approved standards.

Key responsibilities

• Develop and maintain the EOC operating model, SOPs, escalation procedures and performance standards.
• Oversee 24/7 call‑taking, dispatch, incident documentation, escalation and notification services.
• Ensure inter‑departmental and inter‑agency communication and coordination during emergencies and major operational events.
• Maintain EOC readiness through staffing, procedures, systems and contingency arrangements for routine incidents and large‑scale crises.
• Lead, manage and evaluate EOC staff, establishing training, competency and quality‑assurance programmes.
• Monitor performance metrics (response times, call handling, system availability) and drive corrective actions.
• Define procurement and upgrade requirements for CAD, telephony, radio, CCTV, mapping and other operational technologies.
• Build relationships with government agencies, emergency services, internal departments and external service providers.

Required profile

• Bachelor’s degree in Emergency Management, Public Safety, Homeland Security, Public Administration, Security Management or a related field; advanced degree desirable.
• Minimum 5 years of experience in emergency management or crisis response, including at least 3 years in a leadership role within an EOC or similar environment.
• Relevant certifications (e.g., APCO, FEMA EM Institute, IAEM) are advantageous.
• Proven ability to manage a 24/7 operational environment and multi‑agency coordination.

Required skills

• Computer‑Aided Dispatch (CAD) systems
• Emergency telephony platforms
• Radio communications equipment
• Incident management software
• Performance reporting tools
• Business continuity planning
• Mapping and GIS interfaces
• CCTV integration