Policy, Support and Implementation Manager – E-Comm 9-1-1 (Vancouver, BC)

E-Comm 9-1-1

Policy, Support and Implementation Manager


  • As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres – one located in Vancouver and one in Saanich. E-Comm also provides integrated police and fire call taking and dispatch services to more than 70 police and fire departments and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich.
  • Learn more at www.ecomm911.ca
  • We have an excellent leadership opportunity available as Policy, Support and Implementation Manager, reporting to the Executive Director Strategic Partner Engagement. We are looking for an individual who thrives on making a difference, embraces challenges and enjoys variety and diversity in their work.
  • In this role, you will be responsible for new client services and agency transitions and provide leadership, advice and guidance to a diverse team of policy specialists.  You will develop and support the creation of new or updated policies and plan for the implementation of new or upgraded technology.  As manager, you will initiate, maintain and develop strong and effective working relationships with colleagues and clients and manage the maintenance and support of applications and databases in Operations.

Are you…

  • Are you a versatile leader with a passion to make a difference?
  • An ambitious person who has demonstrated leadership abilities in a fast paced, dynamic working environment?
  • A strong communicator with considerable experience presenting ideas and information to internal team members and external clients with varied backgrounds, knowledge and leadership?
  • A natural leader, do you have the people leadership skills to lead your team and internal/external partners through change and the implementation of large and small scale projects?
  • Innovative, prepared to collaborate with your team to look for solutions when confronted with challenges?
  • Committed to being honest and trustworthy while conducting yourself in a way that is ethical and reliable?


  • Lead a team of highly motivated individuals with diverse expertise, including the training and development of team members by guiding discussions and providing learning opportunities, coaching, performance management and other people management practices.
  • Lead the team engaged in analyzing and maintaining operational systems and data; developing, installing, documenting and implementing new policies and providing system training.
  • Manage projects for the implementation of new lines of business, new client services, legislated or regulatory business changes and new technology and systems and technical upgrades; develops and implements change management and communications plans in support of the projects.
  • Liaise with partner agencies/clients within the first responder community and internal partners such as managers and staff to receive and respond to policy and process change requests; provides analysis of stakeholder, tactical and operational issues.
  • Have ability to develop policy, procedure accompanied with analysis experience and provide final policy recommendations to the Executive Director for approval.
  • Review and assess CRTC and other technology and regulatory changes to determine impacts and required changes to operational policies and procedures; develops recommendations regarding implementation strategies for new or revised policies, processes or technologies.
  • Lead the management of multiple projects such as agency transitions; technology upgrades and changes to policies and procedures in an emergent environment; reports on status to the Executive Director and liaises with other E-Comm departments as required.
  • Lead the development of new systems and technologies by liaising between operational leaders in the Emergency Communications Centres and Information Technology/Wireless department leaders; provides recommendations and plans related to changes in operations technology and related policies to the Training & Development Manager.
  • Cultivate strong relationships with internal and external stakeholders; develops and maintains effective working relationships with staff in other E-Comm departments and police, fire and ambulance agencies.


  • A strong awareness of the needs specific to the emergency services community; sound experience working with an emergency communications center or progressively more responsible natured operational call centre.
  • Experience in a leadership or supervisory capacity managing operational activities and projects while providing guidance to team members, acting as a champion for their personal and professional growth.
  • Strong analytical skills having the ability to synthesise, assess and analyze large volumes of information and applies tactical thinking, including the ability to understand multiple perspectives to develop proposed frameworks, approaches and recommendations with minimal supervision.
  • Drive to collaborate with internal and external partners, teams and stakeholders demonstrating strong interpersonal skills and the ability to connect multiple working groups; creates an environment of open dialogue by being transparent in conversations with others.
  • Recognized ability to adapt to changing work environments, work priorities and organizational needs.
  • Proactive approach to planning and organizing tasks and work responsibilities to achieve objectives. Ability to prioritize competing activities by scheduling activities and allocating resources appropriately.
  • Discipline in executing responsibilities and achieving results while maintaining high professional and performance standards; demonstrates a high attention to detail, accuracy and quality; resolves issues and provides relevant updates within an appropriate timeframe.
  • A self-driven motivation towards the work displaying high energy and enthusiasm in all aspects of the role, committing to the effort required to see success; takes ownership for your personal growth and learning reflecting on how to things better or differently.
  • Strong written and oral communication skills; expresses ideas succinctly and respectfully in a compelling manner; organizes and delivers information appropriately helping other to see change in the context of the bigger vision and purpose of the organization.
  • Completion of a diploma or degree program in business administration or information technology from a recognized post-secondary institution.
  • Experience and/or education in project management and applicable principles; or an equivalent combination of education, training and experience.
  • Courses in change management, adult learning principles and/or leadership are considered an asset.
  • Driver’s License for the Province of British Columbia
  • Required Police Security Clearance applicable to the position must be acquired and maintained.


  • Meaningful work – work with a sense of purpose, supporting the public and first-responders.
  • Competitive salary with the opportunity for increases.
  • Generous vacation plan and twelve statutory holidays day off per year.
  • Earned Time Off – eligibility to participate in our Accumulated Time-Off Program.
  • Excellent extended health and dental benefits.
  • Pension – we are members of the Municipal Pension Plan, a defined benefits fund.
  • Career development – we are supportive in developing your skills while pursuing your career at E-Comm.


  • Number of positions: One (1)
  • Job status: Regular Full-Time
  • Hours of work: Monday to Friday, 40 hours per week
  • Employee Group: Management
  • Department: Operations
  • Location: Training Centre – Still Creek Drive, Burnaby, BC
  • CLOSING DATE FOR APPLICATIONS: Thursday, January 7, 2021 @ 11:59pm PST

Click here and follow the instructions provided to submit your application.

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