911 Training Manager

Northampton County; Nazareth (Northampton County); On-site; USD 65,000 - 95,000; Full time

Job summary

Northampton County is seeking a 911 Training Manager to lead initial and ongoing education for the county PSAP. You will train call takers and Telecommunicators, certify staff, and manage CHE, CAD, and Public Safety Suite training programs.

The role includes coordination with local PSAPs, QAQI metric development, and involvement in accreditation processes. You will oversee scheduling, reporting to the Deputy Director for 911 Operations, and assist with budgeting and policy development.

Qualifications

• Completion of a high school or general equivalency diploma; AND
• At least three (3) years of full time, professional work experience as a Telecommunicator and at least (2) years in a supervisory capacity such as Dispatch Shift Supervisor or CTO; AND
• Employee must possess and maintain a valid motor vehicle operator's license with acceptable driving record.
• CERTIFICATION/LICENSES - Public Safety certifications preferred, but not required: Act 2, Act 120, National/State fire academy, EMT, Paramedic, PEMA certifications etc.

Responsibilities

• Trains and certifies new PSAP staff as call takers and Telecommunicators.
• Provides training in CHE operation.
• Provides training with Public Safety Suite products used by Northampton County.
• Provides training with CAD products to support the CAD system.
• Oversees the PSAP CTO program and recruits PSTs with local PSAPs.
• Prepares required PEMA reports and state audits.
• Maintains QAQI metrics within APCO/NENA ANSI standards.
• Manages training certifications and tracks certification dates.
• Supports accreditation programs (CALEA, etc.).
• Assists Deputy Director of 911 Operations with budgeting and policy development.
• Ensures compliance with NCIC and CLEAN regulations and training.
• Participates in on-floor duties as needed and may serve in absence of senior staff.

Skills

Effective communication

Supervisory experience

Training needs assessment

English proficiency

Education

High School Diploma or GED

Tools

Public Safety Suite

Call Handling Equipment CHE

Computer Aided Dispatch CAD

Public Safety software

Job description

GENERAL PURPOSE

The 911 Training Manager position is responsible for providing initial and ongoing education for the public safety answering point (PSAP) for Northampton County.

SUPERVISION RECEIVED

This position reports directly to the Deputy Director for 911 Operations.

SUPERVISION EXERCISED

This position is responsible for supervision over the following classifications: Dispatch Shift Supervisor and Telecommunicator during training. May directly supervise Dispatch Shift Supervisor and Telecommunicator positions in conjunction with the Deputy Director for 911 Operations, Quality Assurance Manager for 911, and the Operations Manager for 911.

ESSENTIAL DUTIES OF THE POSITION

Trains and certifies new public safety answering point (PSAP) staff as call takers and Telecommunicators.

Provides training in the operation of Call Handling Equipment (CHE).

Provides training and certification for the Public Safety Suite products utilized by Northampton County.

Provides training with Computer Aided Dispatch (CAD) products to support the CAD system.

Provides training with PSAP equipment used for dispatching.

Oversees and manages the PSAP Certified Training Officer program.

Coordinates with local PSAPs to recruit Public Safety Telecommunicators (PSTs).

Prepares, maintains, and submits required PEMA reports for state mandated and continuing education courses, and prepares state audits.

Coordinates with management to establish a set of Quality Assurance/Quality Improvement (QAQI) metrics within Association of Public-Safety Communications Officials/National Emergency Number Association (APCO/NENA) American National Standards Institute (ANSI) standards.

Provides professional growth and continuing education courses for the PSAP.

Responsible for training new employees, conducting in-service training, and all required training certifications as assigned.

Responsible for tracking Certification Dates for all personnel.

Participates in the Quality Assurance Program, including but not limited to, issues that arise which may need to be addressed through individual training, or modifications to the training program as a whole.

Assists with all accreditation programs, including but not limited to, Commission on Accreditation of Law Enforcement Agencies (CALEA), and Fire/Police/EMS accreditation programs.

Assists the Deputy Director of 911 Operations with general budgetary matters, and the daily budgetary process including the preparation, maintenance, and execution of records on budget transfers, and other documentation.

Provides input and assistance to the Deputy Director of 911 Operations in project and policy development within its area of responsibility.

Responsible for compliance with National Crime Information Center (NCIC) and Commonwealth Law Enforcement Assistance Network (CLEAN) regulations and training.

Assists in the hiring and onboarding process for new employees.

Assists in the personnel evaluation program.

Assists with Call-Incident Reviews as assigned.

Assists with general office management.

Functions on floor as Dispatch Shift Supervisor and/or Telecommunicator, as needed.

As assigned, may serve in the absence of the Deputy Director for 911 Operations, Operations Manager for 911, and Quality Assurance Manager for 911.

Performs functions of the Operations Manager for 911 and Quality Assurance Manager, as assigned.

Responds for major public safety incidents on a 24-hour basis, and is on call for assigned shift, as needed.

Must be available 24 hours a day, 7 days a week for emergencies, as needed. Works non-business hours during drills, training, exercises, non-emergency events, and emergency events. Will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Serves as Emergency Operations Center (EOC) Staff and may respond to incidents outside of the PS P or EOC for planned and events and emergencies, as needed.

• An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.*

REQUIRED MINIMUM QUALIFICATIONS

EDUCATION & EXPERIENCE

Completion of a high school or general equivalency diploma; **AND**

At least three (3) years of full time, professional work experience as a Telecommunicator and at least (2) years in a supervisory capacity such as Dispatch Shift Supervisor or Certified Training Officer (CTO); **AND**

Employee assigned to this title will be required to possess and maintain a valid and current motor vehicle operator's license. Must have an acceptable driving record.

• CERTIFICATION/LICENSE** - Public Safety certifications preferred, but not required: Act 2, Act 120, National/State fire academy, EMT, Paramedic, Supervisor Pennsylvania Emergency Management Agency (PEMA) certification, Basic PEMA certification, Emergency Dispatch Quality Assurance (ED-Q) certification from the Internal Academy of Emergency Dispatch, and/or Association of Public-Safety Communications Officials (APCO) Instructor Certification.
• OTHER REQUIREMENTS** - Employee assigned to this title will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Must be available to attend evening meetings of public safety agency organizations. May be required to travel to attend off-site meetings.

Must successfully complete criminal history investigation in accordance with departmental policy.

KNOWLEDGE, SKILLS, AND ABILITIES

Thorough knowledge of the standard operating procedures (SOP) and the goals and administrative policies for the 911 Operations Center.

Familiarity with the duties of all other dispatch and administrative staff positions at the Northampton County 911 Operations Center.

Ability to effectively communicate verbally and in writing. Clear speech with good (corrected) vision and hearing. Ability to discern color images on a video monitor.

Ability to read, write, speak, understand and communicate in English to perform the duties of this position. Bilingual capabilities are a plus.

Extensive knowledge of Public Safety Communications operations and procedures.

Knowledge of the specialized software used to answer and process emergency calls for service related to law enforcement, fire, and emergency medical operations.

Knowledge of supervisory practices including classroom management.

Effective time management skills, and ability to work independently.

Ability to assess training needs, organize course content, and coordinate courses at various locations involving multiple outside resources.

Possession and maintenanc