Training and Quality Assurance Officer

Description

Performs specialized professional and technical work in the development, coordination, implementation, and evaluation of training and quality assurance programs for the Emergency Communications Center. Responsibilities include ensuring compliance with applicable local, state, and national standards; coordinating employee training and certification requirements; evaluating employee performance through quality assurance processes; and promoting operational excellence through continuous improvement initiatives. The employee works closely with Communications Supervisors, Communications Training Officers (CTOs), trainees, and communications personnel to ensure proficiency in emergency communications operations, emergency medical dispatch protocols, customer service standards, and public safety communications procedures.

Work is performed under the general supervision of the Lead Supervisor.

This position operates on a hybrid schedule designed to provide oversight and support across all shifts. The employee is expected to work approximately fifteen (15) hours per week on day shift, fifteen (15) hours per week on night shift, and one regular business day each week from 8:30 a.m. to 5:00 p.m. to conduct administrative duties, coordinate training activities, and participate in meetings and other departmental functions.

An employee in this class is responsible for managing and overseeing the Emergency Communications Center's training and quality assurance functions. The position serves as the primary resource for employee development, training compliance, performance evaluation, and quality improvement initiatives. Duties require considerable knowledge of public safety communications operations, training methodologies, quality assurance practices, emergency medical dispatch protocols, and applicable regulatory standards. The employee exercises independent judgment in evaluating employee performance, identifying training needs, developing corrective action recommendations, and ensuring operational compliance.

A distinguishing feature of this position is its cross-shift presence within the Emergency Communications Center. Unlike traditional administrative positions, the employee regularly works both day and night shifts to observe operations, evaluate performance, mentor personnel, and ensure consistency in training and quality assurance efforts across all communications staff. While the position does not typically exercise direct supervisory authority, it provides functional oversight, instruction, and guidance to Communications Training Officers, trainees, and communications personnel in matters related to training and quality assurance.

• Develop, coordinate, implement, and maintain the Communications Center training program.
• Administer new employee onboarding and communications academy training.
• Coordinate and oversee Communications Training Officer (CTO) programs.
• Develop lesson plans, training materials, practical exercises, and remedial training programs.
• Conduct classroom, virtual, and one-on-one instruction for communications personnel.
• Maintain training records and documentation for all employees.
• Monitor employee certifications and ensure compliance with recertification requirements.
• Schedule and coordinate required continuing education and in-service training.
• Evaluate training effectiveness and recommend improvements.

• Develop and maintain a comprehensive Quality Assurance (QA) program.
• Review emergency and non-emergency calls, radio traffic, CAD events, and EMD cases for compliance with established standards and procedures.
• Conduct regular quality assurance audits and performance evaluations.
• Identify training deficiencies, trends, and opportunities for improvement.
• Provide constructive feedback and coaching to personnel.
• Prepare quality assurance reports, statistical analyses, and performance metrics.
• Track corrective actions and monitor employee progress.

• Coordinate remedial training plans for employees requiring additional instruction.
• Assist supervisors with employee performance evaluations.
• Recommend policy, procedure, and training improvements based on quality assurance findings.
• Participate in accreditation, compliance, and audit processes.
• Monitor adherence to agency policies, procedures, and applicable regulations.
• Promote best practices in emergency communications operations.

• Serve as a subject matter expert in communications operations, EMD protocols, CAD systems, and public safety communications procedures.
• Assist with special projects, technology implementations, and operational initiatives.
• Participate in after-action reviews and critical incident evaluations.
• May provide operational communications coverage as needed.
• Perform other duties as assigned.

• Associate Degree in Emergency…