ECC Training Manager

Manatee County Government; Bradenton (FL); On-site; USD 72,000 - 95,000; Full time

Job summary

Manatee County Government in Bradenton, FL, is seeking a Training Manager for the Emergency Communications Division. This exempt, salaried role directs and designs comprehensive training, certifies staff, and coordinates education for the division, partners, and the public.

The position requires executive decision-making, extensive program development, and licensing oversight, with a focus on maintaining mandatory certifications and ensuring regulatory compliance.

Qualifications

• Associate degree in education preferred.
• Two (2) years of experience in a leadership, supervisory, or management position highly desired.

Responsibilities

• Oversees and assists with the development and implementation of a comprehensive training program that fulfills the initial and recertification needs of the Division, and other divisions in the Public Safety Department as required.
• Researches, creates, and implements effective methods to educate team members, enhance performance, and drive team member engagement.
• Coordinates individual and group training, refresher courses, and remedial training in the operation and use of new and current equipment and techniques.
• Coordinates necessary processes and activities to support members seeking certifications, recertifications, credentialing, continuing education, skill verification, and career ladder advancement.
• Continually evaluates the quality and effectiveness of training programs and instructors (both internal staff and external vendors), making recommendations to the ECC Administration Manager concerning changes necessary to eliminate training deficiencies or to comply with binding regulations. Aligns training with the Division’s strategic goals and makes the best use of available resources.
• Oversees and directs curriculum standards for the orientation of new team members.
• Evaluates organizational performance (team member surveys, performance measures, exit surveys, etc.) to ensure training meets business needs and improves Division performance.
• Ensure all personnel maintain mandatory certifications (such as APCO, NENA, CPR, Emergency Medical/Fire/Police Dispatch (EMD, EFD, EPD, EMD-Q, EFD-Q, EPD-Q, and CJIS/NCIC clearance).
• Ensures training, professional development, and continuing education plans, schedules, and calendars correspond to license renewal periods for Division Team Members.
• Responsible for administration of the Division’s Learning Management System (LMS). Oversees the creation of online learning modules and other educational materials for team members.
• Responsible for curriculum development, lectures, skill instruction, and coordination of guest lecturers and instructors for division-sponsored training programs and initiatives.
• Manages daily activities of assigned Shift Training Officers and Communication Training Officers. Assigns work and delegates responsibilities to staff and monitors progress to ensure division goals are met and high-quality customer service is maintained. Trains, coaches, and appraises assigned staff.
• Responds appropriately to team member complaints and issues. Cultivates strong working relationships and builds trust among team members.
• Establishes, implements, and oversees the comprehensive skills credentialing system for all division personnel. Develops and maintains detailed documentation of each team member's skill proficiency, continuing education, certification status, and training completion.
• Administers corrective action and/or positive reinforcement as needed. Advises team members of performance concerns and/or positive actions. Performs coaching, training, and counseling.
• Enforces policies and procedures, administering and documenting disciplinary action taken for inappropriate behavior during training programs. Recommends revisions of policies and procedures needed to ensure successful implementation and completion of training goals and objectives.
• Promptly communicates performance deficiencies or personnel problems to the ECC Administration Manager, their designee, and the team member's respective supervisor.
• Provides input into the preparation of the yearly training budget.
• Responsible for regulatory compliance to ensure that all work is completed following applicable laws and government regulations. Ensures training meets all federal, state, and local standards.
• Represents the Division, Public Safety Department, and Manatee County at meetings, conferences, etc. Makes public presentations as required.
• Evaluates employees, analyzes, and identifies communication skill requirements, and translates needs into training modules.
• Collaborates with and assists the ECC Shift Training Officers (STO) in the review, development, maintenance and implementation of dispatcher training standards and materials, including creating and updating of new hire courses and materials, CTO materials, Daily Observation Report forms, benchmarks, and standard evaluation guidelines.
• Develops and revises instructional materials.
• Remains current on all telecommunications equipment, procedure, and protocol changes.
• Coordinates with ECC Shift Supervisors on EPE development/review and other personnel/disciplinary actions for STO/CTO positions on each shift.
• Oversees the selection of new hires.
• Performs other related duties as assigned, including participation in emergency or disaster response activities, as required and consistent with the employee’s qualifications, essential job functions, and appliable federal and Florida law.

Skills

Leadership

Training program design

Public speaking

Policy compliance

Education

Associate degree in education

Job description

Work Location

2101 47th Terrace East, Bradenton, Florida 34203

Work Hours

8:00am - 4:00pm with flexibility for night shift

Expected Starting Salary Range

$71,556.54 - $94,812.41

This position is a full-time, exempt, salaried team member who serves as the primary Training Manager for the Emergency Communications Division of the Manatee County Public Safety Department. Directs, designs, facilitates, and implements a wide variety of training, skill verification, and professional development strategies for the Division that enhance the effectiveness and career well-being of team members.

This position includes significant managerial authority, independent judgment, and discretion. The role requires advanced knowledge and executive decision-making regarding improving standards of care and coordinating education and training of the Division, government partners, and the public. This position will serve as the professional licensing officer to enforce minimum certification requirements, licensure tracking, and re-licensure requirements. Improves relations with the community, business associates, and other agencies. This position reports directly to the ECC Administration Manager.

Employment screenings, as outlined in the Personnel Policy, Rules, and Procedures Manual, will be conducted in compliance with applicable federal and Florida Laws.

Working Conditions: The work environment may include exposure to high noise levels while performing certain essential job functions. The position requires the ability to lift and move objects weighing up to 25 pounds independently and up to 50 pounds with assistance, with or without reasonable accommodation. The role involves sitting for extended periods while working on a computer. Position requires visual acuity and depth perception, as well as ability to hear and identify sounds. Occasional high stress situations that may involve angry or frustrated citizens. Occasionally required to work other than normal business hours, including nights and weekends. Must be able to work holidays, weekends, and shift work with the possible extension of hours with short notice.

Note: This is a safety-sensitive position. Employment and continued employment with Manatee County Government is contingent upon passing pre-employment and random screenings and may be subject to other employment screenings identified in the Personnel Policy, Rules and Procedures Manual. An applicant/employee who fails to pass a drug/alcohol screening shall be disqualified from employment in any class for a period of three (3) years.

Essential Functions

Oversees and assists with the development and implementation of a comprehensive training program that fulfills the initial and recertification needs of the Division, and other divisions in the Public Safety Department as required.

Researches, creates, and implements effective methods to educate team members, enhance performance, and drive team member engagement.

Coordinates individual and group training, refresher courses, and remedial training in the operation and use of new and current equipment and techniques.

Coordinates necessary processes and activities to support members seeking certifications, recertifications, credentialing, continuing education, skill verification, and career ladder advancement.

Continually evaluates the quality and effectiveness of training programs and instructors (both internal staff and external vendors), making recommendations to the ECC Administration Manager concerning changes necessary to eliminate training deficiencies or to comply with binding regulations. Aligns training with the Division’s strategic goals and makes the best use of available resources.

Oversees and directs curriculum standards for the orientation of new team members.

Evaluates organizational performance (team member surveys, performance measures, exit surveys, etc.) to ensure training meets business needs and improves Division performance.

Ensure all personnel maintain mandatory certifications (such as APCO, NENA, CPR, Emergency Medical/Fire/Police Dispatch (EMD, EFD, EPD, EMD-Q, EFD-Q, EPD-Q, and CJIS/NCIC clearance).

Ensures training, professional development, and continuing education plans, schedules, and calendars correspond to license renewal periods for Division Team Members.

Responsible for administration of the Division’s Learning Management System (LMS). Oversees the creation of online learning modules and other educational materials for team members.

Responsible for curriculum development, lectures, skill instruction, and coordination of guest lecturers and instructors for division-sponsored training programs and initiatives.

Manages daily activities of assigned Shift Training Officers and Communication Training Officers. Assigns work and delegates responsibilities to staff and monitors progress to ensure division goals are met and high-quality customer service is maintained. Trains, coaches, and appraises assigned staff.

Responds appropriately to team member complaints and issues. Cultivates strong working relationships and builds trust among team members.

Establishes, implements, and oversees the comprehensive skills credentialing system for all division personnel. Develops and maintains detailed documentation of each team member's skill proficiency, continuing education, certification status, and training completion.

Administers corrective action and/or positive reinforcement as needed. Advises team members of performance concerns and/or positive actions. Performs coaching, training, and counseling.

Enforces policies and procedures, administering and documenting disciplinary action taken for inappropriate behavior during training programs. Recommends revisions of policies and procedures needed to ensure successful implementation and completion of training goals and objectives.

Promptly communicates performance deficiencies or personnel problems to the ECC Administration Manager, their designee, and the team member's respective supervisor.

Provides input into the preparation of the yearly training budget.

Responsible for regulatory compliance to ensure that all work is completed following applicable laws and government regulations. Ensures training meets all federal, state, and local standards.

Represents the Division, Public Safety Department, and Manatee County at meetings, conferences, etc. Makes public presentations as required.

Evaluates employees, analyzes, and identifies communication skill requirements, and translates needs into training modules.

Collaborates with and assists the ECC Shift Training Officers (STO) in the review, development, maintenance and implementation of dispatcher training standards and materials, including creating and updating of new hire courses and materials, CTO materials, Daily Observation Report forms, benchmarks, and standard evaluation guidelines.

Develops and revises instructional materials.

Remains current on all telecommunications equipment, procedure, and protocol changes.

Coordinates with ECC Shift Supervisors on EPE development/review and other personnel/disciplinary actions for STO/CTO positions on each shift.

Oversees the selection of new hires.

Performs other related duties as assigned, including participation in emergency or disaster response activities, as required and consistent with the employee’s qualifications, essential job functions, and appliable federal and Florida law.

Desired Qualifications

• Associate degree in education preferred.
• Two (2) years of experience in a leadership, supervisory, or management position highly desired.

Qualifications

• High School Diploma or GED, public safety administration, criminal justice, human resources, business administration, or a related field.
• Minimum five (5) years of operational experience in an emergency communications dispatcher environment.
• Minimum Two (2) years of experience developing training programs or serving as a supervisor or CTO Florida Public Safety Telecommunicator Certification.
• Association of Public Safety Communications Officials (APCO) or National Emergency Number Association (NENA) CTO Instructor within one (1) year of employment.
• National Incident Management Systems (NIMS) IS-100a Certification.
• NIMS IS-200a Single Resource and Initial Actions.
• NIMS IS-700a National Incident Management Systems.
• IAED Medical (EMD) certification.
• IAED Fire (EFD) certification.
• IAED Police (PPD) certification.
• IAED Medical, Police, Fire Q certifications within one (1) year of employment.
• IAED Emergency Telecommunicator Course Instructor (ETC-I) within one (1) year of employment.
• American Heart Association Health Care Provider C.P.R. certification.
• Valid driver license required, with valid Florida driver license required within 30 days of hire.
• Equivalent combinations of education, training, and experience may be considered in meeting the minimum qualifications for this position.

Knowledge, Skills, and Abilities

• Strong organization, prioritization, analytical, and problem-solving skills to effectively manage areas of responsibility and attain goals set. Able to resolve difficult problems and situations.
• Proven ability to plan and conduct effective and engaging training programs.
• Strong knowledge of traditional and modern training methods and techniques (mentoring, coaching, on-the-job, classroom, e-learning, micro-trainings, etc.), assessment tools, adult learning theories, and common techniques and practices of adult education and skills training.
• Strong knowledge of instructional design and education evaluation. Advanced knowledge of Emergency Communications operations, systems, and procedures.
• Strong knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities, including Florida statutes and regulations related to Emergency Communications, and departmental and county policies and procedures.
• Strong knowledge and understanding of computer systems and software applications required to perform job responsibilities.
• Excellent verbal and written communication skills and interpersonal skills, including public presentation skills, to interact professionally and effectively with staff, management, and vendors. Able to communicate policies, practices, and procedures for clarity and understanding by management, team members, and other stakeholders.
• Communicate effectively in a diverse range of audiences and settings.
• Listen and integrate the ideas of others.
• Able to work within the confines of a collective bargaining agreement with the workforce.