Marla Hays has been working here since 1980 as a call taker, dispatcher, trainer and has been assigned as an administrative assistant for Training, Operations and Administration. Marla is currently a Management Analyst.

Marla’s primary job is to serve as our SOP Coordinator.  This means that she is responsible for maintaining the Standard Operating Procedures and coordinating their review with Bureau supervisors, subject matter experts, Union leadership, and at times, partner agency representatives.  About a third of our SOPs are reviewed each year – that’s about 80 SOPs! This does not include Fire Call Guides and EMS Call Taking Guides, which are updated as needed.

Marla also functions as the Bureau’s Content Manager for BOEC’s public website.  This means ensuring that posted content is accurate and updated, training and overseeing the work of our Content Editors, attending Citywide website meetings and training, learning about and keeping current with Social Media best practices, planning for the future of our web interaction with the public and writing content, taking and preparing pictures for the web. 

Finally, in her spare time, Marla assists on various projects and initiatives including community outreach, Intranet, emergency management, non-emergency call center research, and supporting other team members when needed.