Emergency Communications Training & Quality Manager
About The Position
Directs, manages, and coordinates training and quality assurance programs for Emergency Communications. This role involves program management responsibility for Emergency Communications training and quality programs, including developing, implementing, evaluating, and overseeing ongoing related programs. The manager will hire, manage, and mentor training and quality assurance staff, and recommend mentor program adjustments. A key responsibility is developing, implementing, evaluating, and maintaining a new hire training and mentor program, coordinating with Human Resources for disciplinary actions, including terminations for those who do not successfully complete training. The position also involves establishing policies and procedures in accordance with applicable laws and industry best practices, conducting quality assurance audits on calls, chats, and systems, and ensuring compliance with policies, guidelines, and best practices. The role requires reviewing work conducted by the Spokane 911 team through day-to-day operations, conducting needs assessments to identify training needs, creating ongoing training, and implementing and evaluating training effectiveness. Tracking and analyzing call data, training records, and audit outputs to identify trends and mitigate issues is also crucial. The manager will work with operations to schedule ongoing training for existing staff, coordinate outside trainings, and develop staffing through training, coaching, and mentoring to improve outcomes. Input and management of training and quality budgets, and participation in public education programs are also part of the role.
Requirements
- A bachelor’s degree from an accredited four-year college or university with major course work in business administration, public administration, operations management, psychology, communications or a closely related field.
- Two years of call center training and quality management experience OR four years of training and quality experience with a public safety agency with supervisory responsibility.
- All applicants are subject to a thorough background investigation, including but not limited to criminal history and pre-employment drug screening.
- Individuals in this classification must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Dispatcher certification, Emergency Dispatch certification, ED-Q certification, and ACCESS II certification.
Nice To Haves
- We may accept different combinations of education and experience.
- We welcome job seekers with relevant backgrounds to apply.
Responsibilities
- Program management responsibility for Emergency Communications training and quality programs.
- Develop, implement, evaluate, and oversee ongoing related programs.
- Hires, manages, and mentors training and quality assurance staff.
- Recommends inclusion or removal of mentors from the mentor program as new hires move to independent call taking.
- Develop, implement, evaluate, and maintain a new hire training and mentor program that prepares new hires for success.
- Coordinate with Human Resources for disciplinary actions to include termination of new hire employees who do not successfully complete training.
- Establish policies and procedures in accordance with applicable laws, and industry best practices.
- Conduct quality assurance audits on calls, chats, and systems.
- Ensuring compliance with policies, and guidelines, and best practices.
- Review work conducted by Spokane 911 team by engaging in day-to-day operations of the department.
- Conducts needs assessments to identify training needs and create ongoing training.
- Implementing and evaluating training effectiveness.
- Track and analyze call data, training records and audit outputs.
- Identifying trends in issues that impact outcomes and mitigating issues.
- Works with operations to schedule ongoing training for existing staff.
- Coordinates outside trainings as necessary.
- Develop staffing through training, coaching, and mentoring to improve outcomes.
- Provides input and manages training and quality budgets.
- Participates in public education programs.
- Performs related work as required.
Benefits
- Certification and training is paid for by the City of Spokane.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
