Training and Quality Assurance Coordinator

City of Raleigh North Carolina; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Raleigh North Carolina is seeking a Training and Compliance Coordinator to support emergency 911 police and fire communications. You will provide technical expertise, train staff, monitor calls, ensure protocol compliance, and develop training programs.

Responsibilities include quality assurance, data reporting, recruitment support, and maintaining records. Strong organizational skills and a passion for public safety are essential.

Qualifications

• High School Diploma or GED required.
• 5–7 years of experience in emergency communications or related field preferred.
• CPR, DCI/NCIC certifications required or obtainable within 6 months of hire.

Responsibilities

• Review and evaluate emergency communications services and training.
• Provide feedback to supervisors on performance and training needs.
• Collect and summarize call performance data for QA purposes.
• Assist with emergency call handling and dispatch system operations.
• Respond to records requests and manage data and files.
• Produce reports and training materials to support programs.
• Perform other duties as assigned.

Skills

Emergency communications

Quality assurance

Training

Education

High School Diploma or GED

Job description

Join our team and play a vital role in ensuring the highest standards of excellence in emergency 911 police and fire telecommunications! We're seeking a dedicated Training and Compliance Coordinator to support our team of professionals who handle emergency and non-emergency calls, as well as police and fire dispatch communications.

In this key position, you'll provide specialized, technical expertise in emergency communications, including the rewarding opportunity to formally train other staff members. You'll contribute to quality assurance by monitoring calls, ensuring compliance with established protocols and service standards, and offering valuable feedback. Your analytical skills will be utilized in creating monthly reports and developing effective training programs. You may also be involved in the important work of candidate recruitment, testing, and selection. Strong organizational skills are essential, as you'll be responsible for maintaining data and records, as well as producing reports and training materials. If you're passionate about public safety and have a talent for training and compliance, we encourage you to apply!

• Provides review and evaluation of emergency communications services or training; listens to emergency and non-emergency calls and/or evaluates and assesses call skills in training programs; reviews compliance with established protocols and service standards.
• Reviews and notifies supervisor of performance or training issues needing to be addressed; provides operational performance and employee feedback based on evaluations; makes recommendations for enhancement to operational procedures and/or training programs.
• Gathers and compiles call performance and/or other related data for quality assurance purposes; prepares reports summarizing findings.
• Performs emergency communication services receiving and responding to calls and performing dispatch services; maintains telecommunications and equipment/dispatch systems operational skills and provides staff coverage.
• Responds to inquiries and records requests; as assigned, locates, redacts and provides audio and system dispatch public records in accordance with regulations and procedures.
• Enters, updates and maintains system data, records and files; produces reports and program or procedural materials.
• Performs other duties of a similar nature and level as assigned.

Education and Experience

High School Diploma or GED and five to seven years of experience in emergency communications or a related field.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications

• CPR certification.
• Division of Criminal Information (DCI) and National Crime Information Center (NCIC) certification.
• Must obtain Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) Quality Assurance certifications within 6 months of hire.

ADA and Other Requirements:

Positions in this class typically require: standing, walking, fingering, talking, hearing, seeing and repetitive motions.

Light Work:

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work, and the worker sits most of the time, the job is rated for Light work.

Working Conditions:

Work is routinely performed in an indoor, office environment.

Note:

This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.