Program Specialist- PSAP Training Coordinator

Texas Association of Regional Councils; Abilene (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

WCTCOG is seeking a coordinator to manage regional 9-1-1 training programs and ensure compliance with CSEC standards across 18 PSAPs. You will coordinate logistics, maintain records, and support operational guidance for PSAP leadership.

The role requires 2–3 years in emergency communications or training coordination, familiarity with SOPs and EMD protocols, and ability to travel within the region. Office-based with occasional travel.

Qualifications

• Bachelor's degree preferred; related experience may substitute for education.
• 2–3 years experience in emergency communications or PSAP operations, training coordination, or regulatory support.
• Experience with training programs, SOPs, and compliance guidance preferred.

Responsibilities

• Coordinate regional 9-1-1 training programs, including scheduling and administration.
• Manage training records, certifications, and evaluations in accordance with CSEC/TCOLE standards.
• Provide operational liaison support for 18 regional PSAPs; assist with corrective action plans.
• Coordinate deployment of regional 9-1-1 technologies and training on new systems.
• Develop SOP templates and EMD protocols; ensure alignment with CSEC requirements.
• Organize regional meetings, engage stakeholders, and report progress to management.

Skills

Program planning

Project management

Verbal communication

Written communication

Public speaking

Instructional design

Analytical thinking

Office software

Education

Bachelor's degree in Public Administration or related field

Tools

Learning Stream

Mac OS

Microsoft Office

Job description

Performs moderately complex (journey-level) consultative services and technical assistance work for regional 9-1-1 emergency communications and Public Safety Answering Point (PSAP) operations. Work involves planning, coordinating, implementing, and evaluating regional training programs, assisting with technology deployments, and ensuring compliance with Texas Commission on State Emergency Communications (CSEC) standards across eighteen (18) regional PSAPs. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

Essential Duties

• Training Program Coordination
  • Plans, schedules, coordinates, and administers regional 9-1-1 training programs, including the Basic Telecommunicator Licensing Course (BTLC) and specialized professional development.
  • Manages the regional training management system (Learning Stream), overseeing course creation, registration, attendance tracking, evaluations, and certification issuance.
  • Coordinates logistics for training events, including instructors, facilities, equipment, travel, and instructional materials.
  • Maintains comprehensive training records and documentation in full compliance with CSEC and Texas Commission on Law Enforcement (TCOLE) standards.
  • Assesses regional educational needs, recommends new course offerings, and promotes training opportunities to PSAP administrators and regional emergency services personnel.
• PSAP Operations & Compliance
  • Serves as the primary operational liaison and resource for 18 regional PSAPs.
  • Conducts annual PSAP monitoring evaluations to assess compliance with CSEC rules, operational standards, and policy guidelines.
  • Provides operational guidance and technical assistance to PSAP leadership; assists agencies in developing and executing corrective action plans for identified deficiencies.
  • Assists PSAP administrators with day-to-day operational issues, regional service interruptions, and emergency incident support.
• Technology & Systems Implementation
  • Coordinates the deployment, user administration, and ongoing operational integration of regional 9-1-1 technologies (e.g., RapidSOS Unite, call-handling systems).
  • Plans and conducts initial onsite and refresher software/hardware training for PSAP personnel.
  • Evaluates emerging public safety software, equipment, and technical solutions; assists with vendor demonstrations and technology replacement projects.
• Policy & SOP Development
  • Researches, develops, and updates standardized operating procedure (SOP) templates, operational guidelines, and Emergency Medical Dispatch (EMD) protocols for regional use.
  • Formulates cybersecurity operational guidance and ensures regional policies align with changing CSEC requirements and industry best practices.
• Regional Liaison & Administrative Support
  • Organizes, facilitates, and prepares agendas/materials for regional PSAP supervisor meetings, stakeholder workgroups, and vendor sessions.
  • Represents WCTCOG at statewide conferences, committee meetings, and professional association events.
  • Assists with program budget planning, operational calendars, and regular progress reports for management and state partners.

Qualifications

• Education & Experience
  • Graduation from an accredited four-year college or university with major coursework in public administration, emergency management, criminal justice, or a related field is preferred. (Relevant operational, administrative, or supervisory experience in 9-1-1 operations, emergency communications, or public safety administration may substitute for the required education on a year-for-year basis.)
  • Minimum of two (2) to three (3) years of experience in emergency communications (9-1-1 PSAP operations), training program coordination, or regulatory compliance support.

Knowledge Of

Knowledge, Skills & Abilities

• Operations, policies, and technologies within public safety emergency communications (9-1-1).
• CSEC rules, TCOLE standards, and regulatory compliance practices.
• Adult learning concepts, instructional design, and training administration.
• Apple/Mac operating systems and standard office productivity software.

Skill In

• Program planning, project management, and operational problem-solving.
• Developing clear written policies, SOPs, and instructional materials.
• Effective verbal and written communication, public presentations, and group facilitation.

Ability To

• Coordinate complex regional initiatives across multiple independent local agencies.
• Analyze operational issues, identify root causes, and recommend practical solutions.
• Establish and maintain effective working relationships with agency leaders, state officials, and vendors.
• Travel throughout the WCTCOG region (and occasional out-of-region travel) as required. The position is primarily office-based when not traveling.

REGISTRATION, CERTIFICATION, OR LICENSURE

• TCOLE Instructor License (preferred).

Equal Opportunity Employer

WCTCOG is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status