Emergency Communications Training & Quality Specialist

City of Spokane; Spokane (WA); On-site; USD 52,000 - 76,000; Full time

Job summary

City of Spokane is seeking a training and quality assurance professional for its 911 Emergency Communications Call Takers and Dispatchers. Responsibilities include QA reviews, delivering new hire training, and developing staff to improve performance.

The role requires college-level English and relevant experience in call centers or dispatching, with certification requirements to be obtained. Equal opportunity employer.

Qualifications

• Two years of college with English requirement.
• Two years of call center training experience or four years of dispatching experience with a public safety agency.
• We may accept different combinations of education and experience.

Responsibilities

• Conducts quality assurance reviews and administers training to support performance improvement.
• Delivers new hire training using varied delivery methods for success after training.
• Conducts QA audits on calls, radio traffic, chats, and systems to ensure policy compliance.
• Executes training and quality programs for Emergency Communications in line with laws and guidelines.
• Assists with open records requests by collecting audio and transcripts.
• Tracks staff errors and needs; identifies trends and addresses issues.
• Develops staff through training, coaching, and mentoring to improve outcomes.
• Performs related work as required.

Skills

Quality assurance

Training delivery

Coaching & mentoring

Data analysis

Education

Two years of college (90 quarter hours or 60 semester hours) including English

Job description

Responsible for new hire and ongoing training and quality assurance of 911 Emergency Communications Call Takers and Dispatchers.

This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.

• Conducts quality assurance reviews, administers training, and otherwise support the center's professional development and performance improvement.
• Deliver new hire training utilizing varied delivery methods that prepares all new hires for success following new hire training.
• Conduct quality assurance audits on calls, radio traffic, chats, and systems, ensuring compliance with policies, guidelines, and best practices.
• Executes training and quality programs for Emergency Communications, ensuring compliance with applicable laws, policies, guidelines, and best practices.
• Help respond to open records requests by collecting audio and transcripts.
• Track and analyze staff errors, questions, and needs. Identify trends and work to resolve common quality and training issues.
• Develop staff through training, coaching, and mentoring to improve outcomes.
• Performs related work as required.

Open-Entry Requirements

• Education: Completion of two years of college (90 quarter credit hours or 60 semester credit hours) to include college level English; AND
• Experience: Two years of call center training experience OR four years of dispatching experience with a public safety agency.
• Equivalency: We may accept different combinations of education and experience. We welcome job seekers with relevant backgrounds to apply.

Background Check

• All applicants are subject to a thorough background investigation, including but not limited to criminal history and pre-employment drug screening.

Licenses and Certifications

• Individuals in this classification must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Safety Telecommunicator certification, Emergency Dispatch certification, ED-Q certification, and ACCESS II certification.
  • Note: Certification and training are paid for by the City of Spokane.

We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status, or disability status. As a Fair Chance Employer, City of Spokane does not conduct initial background screening for non-public safety positions.