Job Description

The Harrisonburg-Rockingham Emergency Communications Center (HRECC) is seeking a dynamic and proven executive to serve as the next Executive Director of this vital public safety agency. The Executive Director has the opportunity to work in a regional organization known for its excellent management, responsive governmental services, and strong community support. Serving a financially and politically stable region that is fast-growing and increasingly diverse, this critical position helps continue the City's and County's reputation for highly responsive and essential emergency communication services for all its residents and businesses.


The Executive Director provides strategic direction to an integrated team of professionals, ensuring efficient and effective operations by performing difficult professional work in managing the HRECC. A core responsibility is leading the complex operations, including overseeing the system communication design, procurement, integration, implementation, and continuous operation of state-of-the-art communications center equipment. This innovative leader is tasked with maintaining the strict operational readiness of the Center's telecommunications and radio infrastructure, analyzing operational procedures, and establishing essential protocols in conjunction with various service providers.


The Director manages all high-level administrative functions and operational policies for the Center, ensuring goals are met under the direction of the HRECC Administrative Board. This executive leader authorizes and approves the hiring, assignment, and evaluation of all department employees. Furthermore, the Director is central to the fiscal health of the Center, preparing and submitting the annual operational plan to include budget oversight and program goals, controlling budgeted expenses, and performing overall supervision for special projects related to Center operations. This role demands strict adherence to ensuring the physical and cybersecurity of the Center and maintaining conformance with established state, county, and city standards, regulations, and policies.


The Director maintains essential, active liaison relationships with all participating localities, law enforcement, and emergency service providers, as well as other key state and local agencies relative to the efficient operation of the HRECC. This responsibility also extends to maintaining appropriate contacts with the public and media regarding the use of the emergency communications system, including making formal presentations and responding to complaints as necessary. This results-oriented leader works effectively as a member of the greater Leadership Team, assisting in the planning, execution, and evaluation of organization-wide strategies that achieve the vision and goals set by both City Council and the County Board of Supervisors. The Executive Director prepares periodic, essential reports for the City Manager, County Administrator, City Council, and County Board of Supervisors.


Priorities

Build a Resilient and Supportive Culture. Implement management practices that foster positivity, collaboration, and a safe work environment. Lead Sustainable Workforce Stabilization. Strategically execute recruitment, retention, and professional development to successfully move to sustainable, approved in-house staffing levels. Address Middle Management Vacancies. Implement a professional development program to elevate leadership skills and successfully fill all open shift supervisor positions. Optimize Emergency Communications Training. Oversee the full deployment of the revamped training model to efficiently train and release new Emergency Communications Officers. Guide and Complete Core Technology Modernization. Provide executive direction for the Tyler AWS Gov Cloud Migration and subsequent Tyler CAD System enhancements, ensuring the organization maximizes new features, security, and scalability. Ensure Data System Modernization and Security. Protect the Center from threats while strategically managing the massive transition to a modernized, cloud-based CAD Data Management System (DMS). Initiate Collaborative Strategic Planning. Lead the development of a comprehensive Strategic Plan with active participation from the Advisory Board to align all operational, human capital, and technological objectives.

The Successful Candidate

The successful candidate will be an approachable, highly skilled executive whose leadership is defined by deep integrity, competence, and a collaborative vision. This dynamic executive possesses a high level of emotional intelligence and utilizes humility and authenticity to navigate the complex organizational landscape. The successful candidate will have a comprehensive understanding of public safety systems, utilizing their exceptional leadership skills to proactively communicate and steer the Center through challenging City and County political landscapes. This executive is uniquely skilled at cultivating an empowering organizational culture, proactively fostering a highly supportive and safe environment built on mutual trust, transparency, and fairness for all personnel.


The successful candidate possesses strong management and coaching skills, with the ability to leverage the expertise of highly competent technical leaders already within the Center to achieve maximum operational efficiency. The ideal executive will champion employee commitment, hold staff accountable with fairness, and advocate aggressively for necessary improvements in facilities, wellness, and the overall work environment. Crucially, the successful candidate is fully committed to ensuring the emotional and physical safety of the entire workforce and will prioritize innovative recruitment and retention strategies. The successful candidate will serve as the principal liaison and internal consultant to City and County leaders concerning emergency communications best practices, program effectiveness, and future organizational needs. This politically astute executive must maintain productive working relationships with all officials, employees, and the general public, proactively addressing workplace challenges, and utilizing strong mediation skills when courageous leadership is required.


As the chief executive, the successful candidate is tasked with the comprehensive oversight of the Center's operational performance and legislative governance. The successful candidate is expected to ensure mission continuity through the thorough knowledge of emergency management systems, telecommunications equipment, and all governing Federal and State regulations. This includes preparing comprehensive operational plans, budgets, and essential periodic reports for both the Administrative and Advisory Boards, as well as the City and County leadership. Furthermore, the successful candidate must function as a technological futurist, guiding the migration of critical infrastructure, including NextGen 911 systems and cloud-based CAD implementation. The ideal executive will maintain connection with national best practices to strategically integrate emerging technologies, such as artificial intelligence (AI), positioning the HRECC for operational excellence over the next two decades.

Qualifications

Minimum requirements include any combination of education and experience equivalent to a bachelor's degree with coursework in emergency management, public safety, business, public administration, or a closely related field, and considerable professional experience managing complex, high-stakes operations. Preference will be given to candidates with experience in a multi-jurisdictional public safety communications center that serves police, fire, and EMS functions. Proven executive leadership from highly regulated operational environments, such as military command or large-scale private call center management, will be considered an equivalent qualification in lieu of specific 911 dispatch experience.


Must possess, or be able to obtain upon hire, a valid Virginia Driver's License. Given the 24/7 nature of emergency services, the Executive Director must be available for after-hours response (including nights, weekends, and holidays), as needed, outside of the position's normal workweek schedule. Furthermore, the ability to obtain and maintain Virginia Criminal Information Network (VCIN) and National Crime Information Center (NCIC) certifications is required.


Due to the high trust, regulated nature of public safety emergency communications, the following are legally mandated automatic disqualifiers for employment at the HRECC per State regulations (the list below is not all-inclusive and is subject to State regulations, as amended):

Felony conviction Serious misdemeanor conviction Conviction within the past three years (excluding traffic-related offenses)

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The HRECC may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications.

Inside the HRECC

The Harrisonburg-Rockingham Emergency Communications Center (HRECC) serves as the singular, critical command link, providing essential 24-hour emergency communications services across the City of Harrisonburg and Rockingham County, including all jurisdictions within county lines. The organization stands ready to provide swift and effective assistance, committed to connecting individuals with the appropriate public safety and emergency services at a moment's notice. The Center is dedicated to ensuring the safety and well-being of all citizens, public safety providers, and visitors in the area, a core priority achieved through decisive action and unwavering preparedness.


Governance


The HRECC operates under the governance of an Administrative Board, which includes the City of Harrisonburg's City Manager and Rockingham County's County Administrator, with the Director of the HRECC reporting directly to this board.


The HRECC Advisory Board, a crucial part of the governance structure, is composed of the City of Harrisonburg Chief of Police, Rockingham County Sheriff, City of Harrisonburg Fire Chief, Rockingham County Fire Chief, President of the Emergency Services Association of Officers, and James Madison University Chief of Police. This board plays a pivotal role in providing guidance on the Center's operational policies and practices.


Vision


To provide the right help, to the right place, in the right way, every time.


Mission


We

SHOW-UP and stand together as one team, the infinite critical link that bridges distress to safety.


The HRECC team consistently achieves operational excellence, a feat possible through the sophisticated integration of advanced technology. In 2024, the highly trained team handled over 157,000 calls and processed more than 234,000 service requests (CFS), accurately reflecting the region's sustained population growth and increasing complexity. Despite this workload, the Center far outperforms the national standard for 911 answer time: HRECC answered 94.83% of all calls within 10 seconds and 99.66% within 20 seconds. This commitment to immediate, data-driven response ensures that when an individual reaches out, professional help is already mobilized.


Why We Serve


We believe that every interaction is an opportunity to make a difference. We are driven by our conviction that everyone deserves safety and security and that every life has value.


The HRECC serves as the primary communications hub, leveraging its technology suite to provide highly specialized assistance. The Center is equipped with state-of-the-art technology to ensure the highest level of care, and our Emergency Communications Officers utilize these systems to manage all requests--from full-scale crisis interventions to non-emergency assistance--with the same high level of professionalism. The advanced, technology-enabled services provided include:

Emergency 911 Calls:

24/7 receipt and rapid dispatch of Police, Fire, and Emergency Medical Services (EMS).

Text-to-911:

Offering a critical alternative communication method for individuals who are deaf or hard of hearing or are in situations where speaking may pose a risk.

Non-Emergency Support:

Handling all routine inquiries and support calls with speed and accuracy.

The HRECC plays a truly crucial role in ensuring the overall community safety and security. Our objective is met through the continual integration of advanced technology, skilled professionals, and comprehensive training to ensure prompt, efficient, and coordinated response every time. The Center collaborates closely with all local public safety agencies, forming a cohesive network. It is dedicated to continuous system improvement, ensuring it remains at the technological forefront of emergency communications.

Why It Matters

The HRECC ensures a safer community through effective emergency communication, swift action, and coordinated response that our community and responders can always depend on.


The Harrisonburg-Rockingham Emergency Communications Center Organization Chart

The Community

Nestled in the scenic heart of the Shenandoah Valley, the Harrisonburg-Rockingham Metropolitan Statistical Area is home to over 135,000 people and is known as a dynamic blend of historic Americana and contemporary vitality. The region is bounded by the majestic Allegheny and Blue Ridge Mountains. Harrisonburg, the independent city at the core, is a vibrant center of education, commerce, and technology, characterized by a notably young, fast-paced atmosphere fueled by two major universities.


The Harrisonburg-Rockingham community stands out for its profound cultural richness. Harrisonburg is recognized as one of the most diverse cities in Virginia, with a significant foreign-born population and diverse ethnic composition. The walkable downtown is celebrated as Virginia's first Culinary District and an Arts & Cultural District, filled with local restaurants, unique shops, history, music, and art, including the Explore More Discovery Museum and Court Square Theater.


Beyond the city's vibrant core, Rockingham County offers a beautiful landscape of rolling farmlands, famous as the largest producer of agricultural products in Virginia. Residents enjoy charming small towns like Bridgewater, Dayton, and Elkton, which foster a thriving local farm-to-table scene, complete with wineries, breweries, cideries, and local markets. The county offers a balanced mix of rural tranquility and convenient community access, all contributing to the area's excellent quality of life with high-quality schools and health care.


For outdoor enthusiasts, the Harrisonburg-Rockingham region is an adventure hub. The area provides immediate access to over a million acres of forest land, extensive trail networks, and pristine waterways. Opportunities for recreation abound year-round, including proximity to Shenandoah National Park and Massanutten Resort for skiing, along with challenging mountain bike trails, kayaking, fishing, and exploring local caverns. This is a community that embraces history, high-quality living, and diverse adventure.

Compensation and Benefits

The expected hiring range is $115,752 - $144,705 (full range: $115,752 - $173,638), depending on qualifications, with an excellent benefits package here.


The City of Harrisonburg and HRECC are Equal Employment Opportunity Employers.

How to Apply

Applicants complete a brief online form and are prompted to provide a cover letter and resume. The position will be open until filled with a first review of applications beginning

November 13, 2025

.

Questions

Please direct questions to Anne Lewis at alewis@raftelis.com or 540-757-0316 or Niayla Hairston at nhairston@raftelis.com.

RECRUITMENT BROCHURE