Office of the Director

• Responsible for planning, organizing, and promoting programs that enhance and expand emergency and non-emergency public service functions to the District of Columbia and its surrounding jurisdictions.
• Directs the development and overall operation of the OUC, establishes all related policies and procedures, and ensures agency alignment with the Deputy Mayor for Public Safety and Justice and the Mayor.
• Includes the Offices of the Deputy Director, Chief of Staff; Chief of Special Operations and Investigations; Chief Administrative Office; Chief Information Officer; and General Counsel.

Office of the Deputy Director

• Manages the day-to-day activities, functions, and operations of the OUC, ensures daily compliance with related policies and procedures.
• Directs the professional development and training of OUC team members to ensure team members are able to provide accurate, expedited, and professional service to the citizens and visitors of the Direct of Columbia.
• Conducts independent special investigations into OUC operations, and submits the findings of those investigations directly to the OUC Director. Ensures complaint and investigation process mapping occurs, and works with OUC offices, divisions, and subdivisions to identify root causes and implement recommendations and opportunities for improvement when necessary.
• Includes the Office of 311 Operations; Office of 911 Operations; and Office of Professional Standards and Development.
  • Office of 311 Operations:
    • Responsible for the day-to-day planning, design, development, and coordination of all police and fire/EMS non-emergency and city services. 311 is the access point for residents and visitors requiring DC government services and/or information.
    • Supports the submission of scheduled service requests such as trash removal, pothole repair, bulk trash pick-ups, and recycling collection through a number of platforms, including telephone, web, and mobile applications.
  • Office of 911 Operations:
    • Responsible for the day-to-day planning, design, development, and coordination of all emergency operations
    • Receives all 911 calls as the sole Public Safety Answering Point (PSAP) in the District. Highly trained call takers utilize specialized systems to answer calls and electronically transfer incident records to highly trained dispatchers.
    • Coordinates responses to incidents on behalf of the MPD and FEMS. Communicate with on-scene first responders to provide updates, coordinate support from additional units, and support on-scene responder safety as necessary.
  • Office of Professional Standards and Development:
    • Responsible for training all new team members, and providing continuing education and developmental training for current team members. Develops, implements, and coordinates training with industry associations, partnering agencies, as well as internal departmental divisions.
    • Ensures quality assurance by randomly reviewing call taker and dispatcher performance, providing feedback on protocol compliance to include commendation, and retraining team members as appropriate. Reviews the call and dispatch to confirm standards and procedures are adhered to and that delivered services meet performance requirements, standards, and OUC directives.
    • Oversees the activities of the Transcription Division, which serves as the custodian of records and utilizes highly specialized archival systems to research files related to all 911 and 311 communications. The purpose of this research is to provide audio files and other data to partnering local and federal government agencies, as well as the general public. Transcriptionists often testify in court on behalf of the agency to authenticate 911 calls and/or to explain event chronologies in both criminal and civil proceedings under direct examination by OAG and USAO attorneys.

Office of the Chief of Staff

• Responsible for assisting the Director in guiding and managing the overall strategic direction and success of OUC. This office is also expected to exercise originality and initiative in carrying out responsibilities. It ensures that the various divisions within the organization achieve agreed-upon goals while maximizing opportunities to achieve the mission of the agency.
• Provides oversight of both internal and external communications as well as agency budget and purchasing activities.
• Manages the practical implementation of programmatic and technological enhancements of new programs between internal agency divisions and external agency partners.
• Includes the Public Information and Community Outreach Division, and Policy Division
• Public Information and Community Outreach Division
  • Serves as the official communications division for the agency. Working with the Director, operational team members, and subject matter experts within the organization, the division responds to media inquiries in a timely and informative fashion. In addition, the division identifies potential news items involving the agency and/or its team members and works to collaborate with news media.
  • Serves as the primary liaison between the agency and the Executive Office of the Mayor (EOM) Communications team, and keeps EOM informed of emerging and on-going matters. The division serves on various citywide task forces designed to develop strategy and direction in communications activities.
  • Coordinate special events, such as press conferences, open houses, and community meetings.
  • Develops promotional messaging and maintains the agency’s social media strategy.
• Policy Division
  • Serves as the Chief of Staff’s liaison to ensure consistent, current, and standard policies are maintained by the agency.
  • Engages with District residents and visitors requesting the release of public records under the Freedom of Information Act (FOIA) of information.

Office of the Chief Administrative Officer

• Responsible for independently planning, designing, developing, coordinating, and directing the oversight of all administrative functions including human resources, payroll, and personnel administrative programs.
• Oversees the team member performance management system, new team member onboarding, and policy adherence for OUC team members.

Office of the Chief Information Officer

• Provides centralized, District-wide coordination and management of public safety and other city services communications technology, including voice radio, 911/311 telephony, computer aided dispatch systems (CAD), citizen interaction relationship management (CIRM) systems, mobile data computing systems (MDC) and other technologies, including wireless and data communication systems and resources.
• Develops and enforces policy directives and standards regarding public safety and non-public safety communications; operates and maintains public safety and non-public safety voice radio technology; manages building facilities that support public safety voice radio technology and call center technology; and reviews and approves all agency proposals, purchase orders, and contracts for the acquisition of public safety voice radio technology and call center technology systems, resources, and services.

Office of the General Counsel

• Directs the legal resources of the OUC, and ensures activities undertaken by the agency comply with applicable laws, rules, regulations, and policies.
• Renders forthright and objective legal advice and counsel to OUC Director and leadership on internal and external matters.
• Coordinates and oversees agency representation in litigation and in other legal matters in which the OUC is a party or has legal interest and assures the legal sufficiency of OUC programs and policies.
• Provides legal guidance on a variety of complex matters related to employment, labor relations, ethics, contracts, procurement, and the Freedom of Information Act (FOIA).