311-Senior Operations Supervisor

Department : EMERGENCY COMMUNICATIONS AND CITIZEN SERVICES Compensation Grade : G24 Compensation Range & Starting Salary : Pay Range: $54,579.20 - $85,051.20 Salary may be negotiable depending on qualifications. Job Exempt (If No, Position is eligible for overtime) : No Scheduled Weekly Hours : 40 About Us : Recognized as one of America’s Best-In-State Employers for 2024, the City of Virginia Beach is proud to offer a diverse and dynamic work environment.

Our workforce plays a crucial role in delivering exceptional government services to both our citizens and fellow City employees. Apply now to join an organization where you truly make a difference. Job Duties and Preferred Qualifications : The Department of Emergency Communications and Citizen Services is seeking a skilled and steady leader to serve as the 311 Senior Operations Supervisor.

This position plays an important role in supporting the Virginia Beach 3-1-1 Division by guiding Operations Supervisors, strengthening daily operations, and helping ensure citizens and City agencies receive efficient, consistent, and high-quality service. The selected candidate will provide second-level supervision and oversight of Operations Supervisors and assigned personnel, support sound operational decision-making, and help promote accountability, professionalism, and consistency across shifts.

This position works assigned and rotating shifts, including days, evenings, midnights, weekends, holidays, mandatory overtime, and emergency recall as operationally required. The position is designated Alpha I and must report during inclement weather and emergency events regardless of the City’s operational status. 311 Senior Operations Supervisor duties may include the following: Providing guidance and support to Operations Supervisors during routine, escalated, complex, or sensitive operational and personnel situations.

Supervising, evaluating, coaching, and developing Operations Supervisors while promoting accountability and consistent application of policies, procedures, performance standards, and service expectations across shifts. Reviewing and supporting performance-management and disciplinary actions to ensure decisions are objective, documented, and based on sound judgment.

Resolving escalated citizen and City department concerns professionally and effectively. Monitoring performance indicators and operational trends, recommending improvements, and coordinating staffing or work assignments to support efficient service delivery. Serving as a liaison among operations, training, leadership, and City agencies to ensure priorities, decisions, and critical information are communicated clearly and consistently.

Preparing reports, presentations, correspondence, and operational documentation as required. The ideal candidate will have: Experience supervising and evaluating supervisory personnel in a call center or customer service environment. Demonstrated ability to apply policies consistently, make sound operational and personnel decisions, and address complex issues with professionalism and accountability.

Advanced leadership, coaching, performance-management, conflict-resolution, and communication skills. Familiarity with 3-1-1 systems, service request processes, and municipal service-delivery operations. The ability to maintain composure, emotional intelligence, transparency, and follow-through in a high-demand customer service environment.

Anticipated start date: October 15, 2026. Selected candidates will participate in a structured interview process and a written exercise. PLEASE NOTE this position has AUTOMATIC DISQUALIFIERS as specified below: Criminal History: Conviction of any felony. Conviction of any offense involving moral turpitude (lying, cheating, stealing), or gross misconduct (generally crimes against a person) or any derivation of these types of crimes.

Conviction of any Class 1 or Class 2 misdemeanor (excluding traffic violations which are discussed separately) or Virginia State Law. (Note: Some minor offenses are classified as Class 1 misdemeanors (e.g., littering) but would not result in automatic disqualification. Convictions of this nature would be evaluated on a case-by-case basis in the context of the full investigation/review.)

Adult commission of undetected crimes of a serious or repetitive nature. Traffic Violations: Two or more convictions of driving under the influence of drugs or alcohol. Drugs: (NOTE: Illegal drug is defined as set forth in the Federal Controlled Substance Act, 21 U.S.C. 800 et al, and by the Code of Virginia.) Conviction or admission of illegal possession (touched), use, sale, manufacture, distribution, or intent to sell/distribute illegal drugs and/or controlled substances, including but not limited to heroin, cocaine, hallucinogens, methamphetamine, etc.

, or any derivative thereof (except marijuana which is discussed separately). Conviction or admission of illegal possession (touched) and/or use of marijuana or a derivative thereof within the previous 12 months. Others: Any punitive discharge from the military, including Bad Conduct and Dishonorable discharge; from any military service.

Untruthfulness and/or the intentional withholding of information on any application, interview, or paperwork associated with the position. Examples of intentional withholding of information would include deliberate inaccuracies or incomplete statements. Intentional failure to follow the directions outlined in the testing process or relying on others to complete any portion of this testing process.

This is not intended to be an exhaustive listing of background disqualifiers. Examples of areas of concern may include, but are not limited to, the following: Reduction of charges as a result of a plea agreement or other form of sentencing disposition prior to a conviction in any of the aforementioned criminal and driving history categories.

Crimes committed as a juvenile, including undetected crime. Patterns of reckless and/or irresponsible driving. Multiple convictions of driving under the influence. Illegal drug possession that does not fall within the parameters defined above. Less than honorable military discharge, erratic work record, or unfavorable employment references.

Pending litigation or prosecution for criminal offenses must be resolved prior to consideration for employment. The City offers a generous benefits package such as health, dental and life insurance, retirement and savings plans. If you are ready to make a difference, we invite you to apply and join ECCS in helping make Virginia Beach a safer place to live, work, and visit.

Become part of a dedicated team committed to serving our community every day. Additional requirements:

• DMV Transcript: No
• CDL: No
• Drug & Alcohol Clearinghouse: No
• CPS Check: No
• Physical: No
• Respirator: No
• Psychological Screening: No
• Polygraph: No
• At Will: No Minimum Requirements : Minimum Qualifications: High School graduate or GED plus five (5) years’ experience fields such as public information, call center, or similar environment that provides the required knowledge, skills, and abilities. Must have a current and valid driver’s license. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Must be able to work rotating shifts (days/evenings/midnights) including weekends and holidays and be available to work overtime when required to meet operational needs. Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City’s operational status. Skills : Accountability, Coaching, Employee Performance Evaluations, Leadership, Mentorship, Supervision Working Conditions : Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City’s business. The Working Conditions Summary is intended to provide a general overview of the environmental conditions inherent in the job setting, as well as the physical, mental, and sensory requirements necessary to perform the essential functions of the position in the noted job profile. Please copy and paste the URL below into your web browser to view the Working Conditions Summary for this position. https://workingcondition-summary-prod.s3.amazonaws.com/B.004974.1.pdf Official Job Descriptions: To browse official job descriptions, please access this link - https://virginiabeach.gov/careers/job-descriptions-pay-plans?search=&group=E VRS Contribution : All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction. Drug Free Workplace : The City of Virginia Beach maintains a drug free workplace. Equal Employment Opportunity (EEO) Statement: The City of Virginia Beach is an equal opportunity employer and is committed to providing a diverse and inclusive work environment. We do not discriminate against any applicant or employee on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status as defined by applicable law.