Operations Support Coordinator

GENERAL SUMMARY:

As part of the Office of the Governor, the Georgia Emergency Management and Homeland Security Agency (GEMA/HS) works with local, state, and federal governments, in partnership with the private sector and faith-based community, to protect life and property against man-made and natural emergencies. GEMA/HS employees are on 24-hour call statewide to assist local authorities when disaster strikes.

This position is designed to provide agile and adaptable leadership and support, focusing on optimization, process improvement, and quality in processes, programs, and projects, prioritized across the breadth of the all-hazards portfolio and interagency response enterprise, at a time when the response landscape is evolving. As such, the specific supervisory and functional responsibilities associated with this position will evolve. Additional tasks may be added or expanded, and/or performance perimeters enhanced.

RESPONSIBILITIES:

The Operations Support Coordinator is a key position within the State Operations Center (SOC), with demanding responsibilities essential to operational support and readiness. The position serves in a scheduled rotation as SOC Duty Officer after hours, on weekends, and on holidays. It also serves as an SOC Officer during activations and as the primary assistant to the Center Manager for operational support. The position will occasionally work night shifts in the SOC, e.g., during 24-hour Level 1 (full-scale) activations.

Operations Support:

Responsible for supporting activities of Georgia State Government for incident management, including Joint Operations during federally declared events. Facilitates core management and administrative functions in support of the SOC across all configurations and activation states. Serves as the administrator, super-user, and/or Tier 1 support for SOC technology. Develops, leads, and/or supports SOC improvement projects.

Under the direction of the Operations Manager / Deputy Operations Manager,

•        Responsible for the day-to-day operational readiness of the SOC, including Primary, Alternate, Contingent, Emergency, and Virtual (PACE-V) response packages, plans, and procedures.

•        Routinely checks and assesses critical dependencies, including connectivity, automations, communications, security, lighting, furniture, HVAC, printer/copier, plotter, AV, cable TV, etc. Responsible for reporting and tracking technical issues with equipment, systems, and facilities and coordinating repairs as needed. Works cooperatively with information technology, facility operations, contract support, etc. to ensure efficient resolution of readiness issues.

•        Maintains operations layout of SOC configurations, including digital displays, signage, seating arrangements, phone roster, etc., for various contingencies.

•        Maintains digital and physical storage in a highly intuitive and well-indexed manner.  

•        Maintains highly intuitive and well-indexed Standard Operating Guides (SOGs), checklists, etc.

•        Coordinates job aids and resource guides for each ESF and all other positions in the SOC.

•        Ensures that adequate ready office supplies, cleaning supplies, and personal health protection are on hand at all times. Monitors rotation, expenditure, and requisition of supplies to ensure ready inventory.

•        Monitors and supports authorized co-use of facilities. Routinely inspects SOC, breakout rooms, sleeping quarters, restrooms, and associated areas to ensure cleanliness and an orderly appearance.

•        Responsible for maintaining contingency equipment and supplies, including Fly-Away Kits.

•        Works with GEMA/HS Information Technology (IT) to ensure routine updates are completed for software and operating systems on each computer.

•        Manages accounts and passwords for all SOC applications.

•        Provides subject matter expertise and administration for AV systems, video teleconference (VTC) systems, etc.

•        Schedules usage of the SOC, ECC, SOC Command Room, sleeping quarters, and the VTC system within the ECC, and assists users with technical issues. Assists executive staff with executive conference room and any related systems issues.

•        Conducts SOC briefings for a wide range of personnel and activities on short notice.

•        May be designated as a trainer for SOC 1 (Introduction to the SOC).

Project Management:

Leads, drives, manages, and/or contributes to multiple objective-based teams, often involving complex interagency emergency management problems and projects.

•        Responsible for all aspects of small projects, phases of larger projects, and/or similar work activities.

•        Coordinates team activities.

•        Identifies and requisitions appropriate resources.

•        Coordinates with subject matter proponents and experts.

•        Develops schedules to ensure timely completion of activities.

•        Communicates with management and informs decision-making.

•        Assigns work to subordinate staff.

•        Researches issues and knowledge requirements. Uses appropriate sources, standards, and authorities.  

•        Completes preparatory work.

•        Uses artificial intelligence appropriately.

•        Briefs meaningful developments during scheduled reviews.

SOC Officer:

Serves as a member of the Center Director's personal staff, responsible for operational coordination across the interagency response enterprise and overall activities of State Government for incident management. Provides core management and administrative functions in support of the response.

Under the direction of the Center Manager / Deputy Center Manager,

Serves as part of the SOC Support Team, in a variety of roles, subject to assignment. This position may serve as Deputy Center Manager during extended operations, less complex events, or for parallel operations.

·         Executes objectives and tactics as prescribed by the Incident Action Plan (IAP).

·         Prepares and sends operational messages.

·         Assigns / troubleshoots resource requests.

·         Resets / updates WebEOC accounts.

·         Monitors and facilitates battle rhythm. Updates schedules, sets up calls, rooms, etc.

·         Compiles damage reports and other on-demand reports.

·         Provides subject matter expertise on all SOC operational procedures and equipment.

·         Coordinates closely with all ESFs during activations to resolve issues related to operational procedures.

·         Maintains interface with the ESF Leads and with the Primary and Alternate Coordinators from other state agencies, volunteer organizations, and private sector partners.

·         Orients newly assigned personnel to SOC protocols and procedures to ensure effective operational coordination during pre- and post-disaster and during operational response.

·         Assists with SOC activation assignment roster for GEMA/HS employees and ensures GEMA/HS employees receive appropriate training for the positions to which they are assigned.

·         Schedules GEMA/HS personnel for SOC duty during activation.

·         Requests GEMA/HS Agency Support requirements for activations.

·         Serves as a subject matter expert on all SOC operational procedures and equipment.

·         Manages digital displays and signage throughout the SOC.

Daily Operations and On-Call:

•        Coordinates periods of unavailability with direct report and team members, as appropriate.

•        Serves, in a scheduled rotation, as the on-call duty officer for GEMA/HS EM Operations.

•        May be called after-hours or on weekends in areas of functional responsibility.

•        Maintains situational awareness. Monitors developing threat and hazard conditions.

•        Ensures availability of critical automations, peripherals, accesses, etc.

Other duties as assigned.

MINIMUM TRAINING & EXPERIENCE:

Bachelor's degree in emergency management, public affairs, criminal justice, business, information technology or a related field from an accredited college or university AND two years of experience related to area of assignment; or an equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

The ideal candidate should, through past performance and preparation, be able to substantially demonstrate an aptitude for public service, individual responsibility and responsible decision-making, individual initiative, emotional stability, teamwork, prioritization of critical tasks, adaptability, mental endurance, and learning, etc.

Ability to complete GEMA/HS Certified Emergency Manager Program – basic level, (GA-CEM), per O.C.G.A. § 38-3-27 within 2 years.

PREFERRED QUALIFICATIONS & EXPERIENCE:

Certified emergency manager, advance level, under the GEMA/HS Certified Emergency Manager Program (GA-CEM), per O.C.G.A. § 38-3-27.

•        NIMS ICS 300: Intermediate ICS for Expanding Incidents

•        ICS-400: Advanced ICS - Complex Incidents

•        Credible experience or demonstrated aptitude for complex incident management.

•        Credible experience or demonstrated aptitude for operational responsibility and decision-making.

•        Interdisciplinary management or problem-solving involving aspects of technology, facilities, human resources, safety, security, government budgeting and/or contracting, etc.

•        Credible experience in one or more Emergency Support Function (ESFs).

ESSENTIAL JOB FUNCTIONS:

Travel

•                    Availability to travel overnight, statewide, and regionally, as dictated by the functions of the position and the business needs of the agency.

•                    Maintains personal go-bag and operational readiness kit for no-notice deployment.

On-Call / Afterhours

•                    Availability for 24/7 on-call duty in rotation with other personnel.

•                    Availability to work extended hours and shifts on non-traditional workdays or holidays and during emergencies / disasters that warrant activation of the SOC.

•                    Maintains take home equipment.

Remain Overnight

•                    Maybe required to remain overnight at assigned locations due to safety or operational requirements (e.g., sleep on a cot, consume field rations, shower on-premise, etc.).

•                    Maybe required to change shifts, e.g., overnight, extend shifts, and/or remain on premise until the next shift.

•                    May work the night shifts for an extended period during protracted emergencies.  

Personal

•                    Maintains family care plans for children, pets, dependent adults, etc., to ensure availability for emergencies.

•                    Ensures a high degree of personal readiness (medical, dental, personal transportation, etc.)  to ensure availability for emergencies.

•                    Demonstrates personal initiative.

•                    Works cooperatively with others. 

PHYSICAL / MENTAL / EMOTIONAL DEMANDS:

As described here, this job requires a moderate degree of physically and sustained mental performance and emotional endurance/resilience.

Frequent

•                    Standing

•                    Sitting

•                    Reading, on screen and hardcopy

•                    Telephone and radio conversation

•                    Interpreting data and procedures

•                    Continuous computer work, i.e. inputting and updating data

•                    Analytical and situational problem solving

•                    Analytical and situational decision-making

•                    Organizing

•                    Memorization task

•                    Writing

•                    Walking

•                    Public speaking

•                    Lifting and carrying <15 lbs.

•                    Automobile driving

•                    Exposure to community-wide traumatic events such as disasters, disease, civil unrest, missing persons, etc.

•                    Deescalates, resolves conflict, etc.

•                    Use of personal protective equipment

•                    Adherence to workplace health safety measures and protocols.  

Occasional

•                    Lifting and moving 15 lbs. to 30 lbs.

•                    Kneeling, with or without aid

•                    Stepladder climbing, up to 6ft.

•                    Hand tool and power tool use

Infrequent

•                    Lifting and loading 30 lbs. to 40 lbs.