General Statement of Duties

Performs specialized professional and technical work in the development, coordination, implementation, and evaluation of training and quality assurance programs for the Emergency Communications Center. Responsibilities include ensuring compliance with applicable local, state, and national standards; coordinating employee training and certification requirements; evaluating employee performance through quality assurance processes; and promoting operational excellence through continuous improvement initiatives. The employee works closely with Communications Supervisors, Communications Training Officers (CTOs), trainees, and communications personnel to ensure proficiency in emergency communications operations, emergency medical dispatch protocols, customer service standards, and public safety communications procedures. Work is performed under the general supervision of the Lead Supervisor.

This position operates on a hybrid schedule designed to provide oversight and support across all shifts. The employee is expected to work approximately fifteen (15) hours per week on day shift, fifteen (15) hours per week on night shift, and one regular business day each week from 8:30 a.m. to 5:00 p.m. to conduct administrative duties, coordinate training activities, and participate in meetings and other departmental functions.

Distinguishing Feature of the Class

An employee in this class is responsible for managing and overseeing the Emergency Communications Center's training and quality assurance functions. The position serves as the primary resource for employee development, training compliance, performance evaluation, and quality improvement initiatives. Duties require considerable knowledge of public safety communications operations, training methodologies, quality assurance practices, emergency medical dispatch protocols, and applicable regulatory standards. The employee exercises independent judgment in evaluating employee performance, identifying training needs, developing corrective action recommendations, and ensuring operational compliance.

A distinguishing feature of this position is its cross-shift presence within the Emergency Communications Center. Unlike traditional administrative positions, the employee regularly works both day and night shifts to observe operations, evaluate performance, mentor personnel, and ensure consistency in training and quality assurance efforts across all communications staff. While the position does not typically exercise direct supervisory authority, it provides functional oversight, instruction, and guidance to Communications Training Officers, trainees, and communications personnel in matters related to training and quality assurance.

Duties and Responsibilities

Training Program Administration

• Develop, coordinate, implement, and maintain the Communications Center training program.
• Administer new employee onboarding and communications academy training.
• Coordinate and oversee Communications Training Officer (CTO) programs.
• Develop lesson plans, training materials, practical exercises, and remedial training programs.
• Conduct classroom, virtual, and one-on-one instruction for communications personnel.
• Maintain training records and documentation for all employees.
• Monitor employee certifications and ensure compliance with recertification requirements.
• Schedule and coordinate required continuing education and in-service training.
• Evaluate training effectiveness and recommend improvements.

Quality Assurance Program

• Develop and maintain a comprehensive Quality Assurance (QA) program.
• Review emergency and non-emergency calls, radio traffic, CAD events, and EMD cases for compliance with established standards and procedures.
• Conduct regular quality assurance audits and performance evaluations.
• Identify training deficiencies, trends, and opportunities for improvement.
• Provide constructive feedback and coaching to personnel.
• Prepare quality assurance reports, statistical analyses, and performance metrics.
• Track corrective actions and monitor employee progress.

Performance Improvement

• Coordinate remedial training plans for employees requiring additional instruction.
• Assist supervisors with employee performance evaluations.
• Recommend policy, procedure, and training improvements based on quality assurance findings.
• Participate in accreditation, compliance, and audit processes.
• Monitor adherence to agency policies, procedures, and applicable regulations.
• Promote best practices in emergency communications operations.

Operational Support

• Serve as a subject matter expert in communications operations, EMD protocols, CAD systems, and public safety communications procedures.
• Assist with special projects, technology implementations, and operational initiatives.
• Participate in after-action reviews and critical incident evaluations.
• May provide operational communications coverage as needed.
• Perform other duties as assigned.

Minimum Qualifications

Education

• Associate Degree in Emergency Management, Criminal Justice, Public Administration, Communications, Education, Public Safety, or a closely related field preferred. Considerable experience in emergency communications, training, quality assurance, employee development, or a related public safety field, along with relevant certifications and specialized training, may be substituted for formal education.

Experience

• Minimum of five (5) years of experience in a 911 Emergency Communications Center.
• Minimum of two (2) years of experience serving as a Communications Training Officer (CTO).
• Experience conducting quality assurance reviews, employee evaluations, or training programs preferred.

Required Certifications

• Emergency Medical Dispatch (EMD) Certification.
• CPR Certification.
• Communications Training Officer (CTO) Certification.
• FEMA ICS-100 Certification.
• FEMA ICS-700 Certification.
• FEMA ICS-800 Certification.
• DCI Certification Modules 1, 2, 3, and 6.

Knowledge, Skills, and Abilities

Knowledge of:

• Public safety communications operations.
• Emergency Medical Dispatch protocols and standards.
• Computer-Aided Dispatch (CAD) systems.
• Quality assurance methodologies and performance evaluation techniques.
• Adult learning principles and instructional methods.
• Telecommunications laws, regulations, and standards.
• Incident Command System (ICS) principles.

Ability to:

• Effectively train, coach, and mentor employees.
• Analyze call handling and radio communications performance.
• Prepare detailed reports and maintain accurate records.
• Communicate effectively both orally and in writing.
• Present training materials to individuals and groups.
• Maintain confidentiality and professionalism.
• Establish and maintain effective working relationships with employees, supervisors, partner agencies, and stakeholders.
• Exercise sound judgment during emergency and non-emergency situations.

Physical Requirements

• Ability to sit for extended periods while reviewing calls, CAD incidents, and training materials.
• Ability to view computer monitors and operate standard office equipment.
• Ability to communicate effectively in person, by telephone, and over radio systems.
• Ability to occasionally work extended hours, nights, weekends, and holidays as operational needs require.