Executive Director – Will County Emergency Telephone System at Mission Critical Partners

The Executive Director serves as both strategist and operational leader—responsible for overall coordination, management and continuous improvement of the Will County 9-1-1 Emergency Telephone System (the "System"). This includes oversight of daily operations, supervision of professional staff, and guidance of a complex, multijurisdictional system that supports emergency response and community safety throughout the county.

This role is built on trust, innovation, and collaboration. The Executive Director must be a clear and confident communicator, capable of explaining complex issues simply, positively, and constructively—even when delivering difficult messages. They will model transparency, accountability and partnership serving four key customers: the ETSB, the PSAPs it supports, the community members who rely on its services, and the dedicated internal staff who make it all work.

Receiving administrative direction from the ETSB and its committees, the Executive Director plans, organizes, and directs, all aspects of System performance through qualified staff. The position works to continuously improve System performance to deliver reliable, emergency call receiving and dispatching services, fosters intergovernmental collaboration with other local, state, and federal agencies.

Acting as a strategic liaison to top-level public safety officials, the Executive Director builds relationships that advance the relevancy, modernization, and strategic positioning of the 9-1-1 System. This includes championing the next generation of emergency communications to achieve the services and objectives established by enabling legislation.

Through innovation, accountability, and a commitment to service, the Executive Director positions Will County’s 911 System as a trusted, future ready partner for every agency and communities it serves.

Essential Functions

• Leadership & Culture: Provide strategic leadership promotes trust, collaboration, creativity and teamwork; cultivate an inclusive, high-performance culture that supports morale, engagement and professional growth.
• Staff Oversight: Recommend, select, train, develop, and evaluate assigned personnel, supporting accountability and continuous professional development.
• Service Delivery: Deliver high quality responsive service to the ETSB, PSAPs, community members, and internal staff through effective workforce planning and leadership.
• Project & Program Management: Oversee projects so they are completed timely and within budget. Effectively monitor progress, measure outcomes, and provide regular "work in progress" updates to the ETSB.
• Continuous Improvement: Lead continuous improvement initiatives of systems and services through research, benchmarking, and adoption of industry best practices and innovative approaches.
• Budget & Finance: Prepare and administer an annual budget that meets legal, operational and strategic obligations. Set financial priorities, manage resources responsible, and promote transparency in financial reporting.
• Policies & Compliance: Develop, implement and maintain policies and procedures that align with applicable laws, regulations, and organizational philosophy, supporting both operational excellence and workforce motivation.
• Legislation & Regulatory Monitoring: Maintain awareness of, legal, financial, and legislative trends affecting operations and proactively advise the Board on implications and opportunities.
• Governance & Board Support: Partner with the ETSB and its committees to organize board meetings, strategic planning sessions, and information sharing that foster trust and collaborative decision-making.
• Systems & Infrastructure: Oversee and modernize 9-1-1 system infrastructure—including maintenance and upgrades and/or replacement (e.g., CAD, 9-1-1 CPE, voice logging, GIS, console furniture, data systems, etc.)—promoting reliability, cybersecurity, and technological readiness.
• Contracts & Vendors: Negotiate and manage vendor contracts, intergovernmental agreements, and relationships to achieve optimal performance and accountability.
• Accountability & Integrity: Model and uphold organizational integrity through ethical leadership, effective internal controls, and personal accountability.
• Public Education & Outreach: Lead community engagement and public education initiatives to build awareness and trust with communities, news media, school districts, business leaders and government liaison groups about 9-1-1 services and innovations.
• Operational Integration: Guide and integrate 9-1-1 operations within the broader legal, regulatory, and political operating contexts to promote compliance, coordination, and efficiency.
• Advocacy & Representation: Represent ETSB interests at the state and national levels, advocating for legislation, regulation and technology that support the System’s mission.
• Emergency Preparedness: Direct Continuity of Operations (COOP) and disaster recovery planning, so that plans are tested, effective, and responsive to emergencies.
• Partnerships: Strengthen relationships and collaborate with County, Local, State, and Federal agencies, 9-1-1 system coordinators, the Statewide 9-1-1 Advisory Board, emergency management entities, and other professional organizations to share expertise, influence policy, and promote unified 9-1-1 preparedness.
• PSAP Collaboration: Maintain regular open communication with PSAP Directors to address issues, share updates and foster accountability. Provide consistent, transparent monthly reports to the ETSB, PSAPs, and member agencies.
• Other Duties: Perform related duties and special assignments as required or assigned by the ETSB.
  
  

COMPETENCIES

• Strategic Leadership: Proven experience leading complex, multi-jurisdictional systems, ideally within public safety communications or emergency services.
• Customer Balance: Skilled at balancing diverse stakeholder interests, anticipating needs, and adapting quickly to changing demands.
• Emotional Intelligence & Conflict Resolution: Proactive, achievement-oriented, and emotionally intelligent; resolves conflicts with a constructive, solutions-driven mindset that maintains confidence and trust.
• Cultural Awareness: Responds appropriately to the needs and perspectives of diverse groups with tact, compassion, empathy, and cultural sensitivity.
• Integrity & Ethics: Acts with fairness, transparency, and accountability; demonstrates a deep commitment to public service.
• Inspirational Leadership: Inspires and motivates others through trust, communication, and mentoring; fosters pride, commitment, and teamwork.
• Collaboration & Team Building: Builds cooperative relationships through mentoring, communication, and trust; cultivates teamwork, pride, and mutual respect.
• Strategic Execution: Set clear goals aligned with the ETSB’s mission and integrate strategic thinking with effective action.
• Knowledge of 9-1-1 Systems: Possesses deep knowledge and understanding of national and state statutory frameworks intergovernmental relationships, and 9-1-1 operational architecture.
• Communication: Communicates complex technical or policy issues clearly and with authenticity, framing them positively—even when delivering difficult messages. Demonstrates strong written, oral, and presentation skills that inform and inspire.
• Decision-Making: Exercises sound judgment and makes timely, well-informed decisions even under uncertainty.
• Analytical Ability: Uses data and evidence-based methods to identify issues, evaluate solutions and inform decision-making.
  
  

Job Qualifications

• Education & Experience: Bachelor's degree in a public safety-related field and at least ten (10) years of progressively responsible leadership experience in public safety communications, emergency management, or a closely related field. A master’s degree or equivalent combination of education and experience may be considered.
• Project and Vendor Management: Demonstrated experience managing technology modernization projects, contracts, and multi-vendor environments with structured planning, evaluation, and performance oversight.
• Technical Proficiency: Strong working knowledge of Microsoft Word, Excel, data visualization tools; ability to compile, analyze, interpret, and communicate complex operational and financial data.
• Public Safety Systems Expertise: Comprehensive knowledge of 9-1-1 architecture, NG9-1-1 technologies, PSTN, CAD, GIS, and data integration platforms, large-scale system integrations, modernization efforts, and service delivery improvements supporting PSAP operations
• Cybersecurity and Data Governance: Working awareness of cybersecurity, data integrity, and interoperability standards impacting 9-1-1 systems, network infrastructure, and public safety communications.
• Strategic and Adaptive Thinking: Ability to interpret operational data to guide strategic decisions and adapt to emerging technologies and system requirements.
• Continuous Learning and Industry Awareness: Evidence of commitment to professional development and awareness of trends, standards, best practices and innovations in emergency communications and public safety technology.
• Certifications & Memberships: ENP (Emergency Number Professional), RPL (Registered Public-Safety Leader) and/or CPE (Certified Public-Safety Executive) strongly preferred. Active membership and participation in both NENA "National Emergency Number Association" and APCO "Association of Public-Safety Communications Officials" organizations.
• License: Valid driver's license.
  
  

PHYSICAL FACTORS AND WORKING CONDITIONS

The working conditions of the job are mainly sedentary in a climate controlled professional office. Infrequent occasional exposure to outdoor elements may be required. Occasional overtime may be required to meet important deadlines. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is required to frequently stand, talk, see and hear clearly.

Americans With Disabilities Act (ADA)

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Duties, responsibilities and activities may change at any time with or without notice. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the functions or requirement due to a disability as defined by the Americans with Disabilities Act (ADA) as amended. Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Equal Opportunity Employer

The County of Will provides equal employment opportunities (EEO) for all employees and applicants for employment. In addition to all Federal law requirements, The County of Will also complies with all other applicable state and local laws governing nondiscrimination in employment in every agency, department and location in which the County has employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, wages, benefits, training, transfers, promotion, leaves of absence, layoff, recall, and termination. This policy is applied without regard to race, creed, color, national origin/ancestry, religion, sex, gender-related identity, sexual orientation, age, disability (mental or physical), pregnancy, genetics, marital status, parental status, citizenship status, order of protection status, arrest record, and military status. The County of Will expressly prohibits any form of workplace harassment, intimidation and/or bullying based on these protected classes and to all employees at large. Improper interference with the ability of County of Will's employees to perform their job duties may result in discipline up to and including discharge from employment.