9-1-1 Training & Recruitment Manager

Salary: Up to $55,000 depending on qualifications and experience

Description

Job Description:

We are looking for a well qualified person to work as a Training & Recruitment Manager in a 51 seat, fast-paced 9-1-1 center in Huntsville, Alabama .

The person chosen will develop, implement, and coordinate training programs for 9-1-1 emergency calltaking activities that utilize a well-established computer-based calltaker protocol (Emergency Police Dispatch (EPD)).

EPD has been in use in the Huntsville-Madison County 9-1-1 Center (HMC-9-1-1) for six years.

Job responsibilities are focused on training call handling procedures for 9-1-1 police calls – does not include dispatching.

Recruiting and retention activities are also vital components of this job.

The person selected for this position will report directly to the COO/9-1-1 Director and will closely collaborate with the Communications Manager.

We strive to provide an environment where employees are successful and desire long-term careers.

Primary Duties & Responsibilities:

• Coordinate and conduct training programs essential to effectively process 9-1-1 emergency calls
• Conduct class room training sessions that include, Computer Aided Dispatch (CAD), mapping, phone system, EPD protocol, Rapid SOS, text-to-911 and other 9-1-1 procedures
• Coordinate on-the-job training:
  • assist with selecting and assigning shift trainers/mentors
  • monitor trainees and mentors during calls
  • assess call handling proficiency
  • receive and review observation reports
  • discuss trainee performance with shift trainers/mentors
  • conduct corrective action as needed to improve performance
• Coordinate training schedules with external agencies and organizations such as other 9-1-1 centers, APCO, NENA, Priority Dispatch, etc.
• Prepare, maintain and update all training course content and materials
• Assign training programs and materials as appropriate
• Recommend training materials and equipment purchases
• Analyze training needs and establish training objectives
• Evaluate training effectiveness and address any deficiencies
• Review and evaluate weekly shift reviews created by Calltaker Shift Leads (CSLs) and daily observation reports created by shift trainers/mentors
• Identify and discuss calltaker discrepancies and performance issues with Communications Manager
• Monitor and evaluate protocol compliance of each calltaker
• Monitor and evaluate recertification and continuing education needs of each calltaker
• Coordinate recertification and continuing education classes
• Establish and maintain records on training courses, registrations, course attendance, materials and other information necessary for certification and recertification requirements
• Manage calltaker recruitment process:
  • research and determine best methods for posting job openings
  • search for candidates
  • screen resumes and applications
  • schedule and conduct pre-employment testing
  • select candidates to interview
  • coordinate, schedule and participate in interviews
  • send hire/no hire notifications to candidates
  • hire calltaker trainees
  • coordinate and conduct onboarding for newly hired calltaker trainees
• Maintain a comprehensive knowledge and awareness of applicable laws, regulations, policies and procedures
• Participate in continuing education to maintain and expand skill set
• Attend and participate in a monthly inter-agency committee meeting – Operations Executive Committee (OEC)
• Work closely with Communications Manager
• Research educational and training products
• Participate in discussing and shaping the culture of the HMC-9-1-1 Center
• Perform other duties as assigned.

Required Qualifications:

• A high school diploma or GED is required and a Bachelor’s Degree in a related field is preferred
• Must have a minimum of 5 years of experience as a Telecommunicator, 3 years as a shift lead or supervisor and 1 year as a Public Safety Trainer, or a combination of education and supervisory experience that demonstrates the skills and ability to be successful in the position
• Must hold or obtain as soon as possible the following certifications:
  • Emergency Police Dispatch (EPD)
  • Emergency Dispatch Quality Improvement (ED-Q)
  • Emergency Telecommunicator (ETC)
  • Emergency Telecommunicator Instructor (ETC-I)
  • Communications Training Officer (CTO)
• Prefer candidate to have job recruitment and retention enhancement experience
• Prefer candidate to have protocol quality assurance (QA) experience
• Work primarily 8am-5pm M-F with some hours after 5pm to accommodate shift meetings, performance observations and reviews, mentoring and training
• Must attend conferences to remain current on training techniques and opportunities within the 9-1-1 industry
• Must have a good understanding of Public Safety Communication practices and procedures
• Must have the ability to establish and maintain effective working relationships
• Must have the ability to learn HMC-9-1-1’s Computer Aided Dispatch system (CAD), customer premise equipment (CPE), voice recorder system, and other systems and data resources as required
• Must have the ability to communicate effectively orally and in writing
• Must have the ability to deliver effective presentations to management, trainees, and experienced 9-1-1 calltakers
• Complete and pass a thorough background check, interview and polygraph test
• Complete and pass a physical exam related to the requirements of the position
• Pass a pre-employment drug screening
• Competitive starting pay
• 12 paid holidays per year
• Employer pays 100% of health insurance!
• Accumulate paid sick leave & vacation leave each pay period