CTO Lead Telecommunicator

Our Community

Located on the shores of Lake Michigan in both Milwaukee and Ozaukee County, Bayside is a primarily residential community of 4,400 residents, and providing service for up to 65,000 residents. Bayside is a dynamic balance of progressive ideas and traditional values that provides an inviting and premiere community for all. Our mission, to be a leader in accountable and innovative public service, striving for the continual enhancement in the quality of the Village.

In pursuit of our mission, our strategic values include fiscal integrity, service excellence, civic engagement, and sustainability.

For internal candidates only. The 911 Certified Training Officer/Lead Telecommunicator is responsible for providing comprehensive training and development programs to emergency dispatch personnel in accordance with established guidelines and industry best practices. This role requires expertise in emergency response procedures, effective communication skills, and a commitment to ensuring the readiness and competence of 911 operators. The Training Officer will play a critical role in enhancing the emergency response capabilities of the organization.

This description provides an overview of what will be expected of you but is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required.

Essential Duties:

• Perform all duties of telecommunicator position.
• Develop and deliver training programs:
  Design, implement, and facilitate training programs for emergency dispatch personnel, covering a wide range of topics including emergency call handling, radio communication protocols, incident prioritization, crisis management, and related subjects.
• Conduct training needs assessments:
  Identify knowledge gaps and skill deficiencies among dispatch personnel through comprehensive needs assessments, observation, and analysis of performance metrics.
• Create training materials:
  Develop training materials, including presentations, manuals, job aids, and interactive exercises, to effectively communicate information and facilitate learning.
• Deliver classroom and practical training:
  Conduct engaging classroom sessions, workshops, simulations, and hands-on exercises to provide practical experience and enhance the capabilities of emergency dispatchers.
• Monitor trainee performance:
  Assess trainee performance through evaluations, quizzes, simulations, and real-life scenarios, providing feedback and guidance for improvement.
• Maintain training records:
  Keep accurate records of training activities, attendance, and trainee progress, ensuring compliance with organizational and regulatory requirements.
• Stay updated on industry trends:
  Continuously monitor changes in emergency response procedures, technology, and industry best practices to incorporate relevant updates into training programs.
• Collaborate with subject matter experts:
  Work closely with subject matter experts, emergency response agencies, and other stakeholders to develop and deliver specialized training modules tailored to specific emergency situations and jurisdictions.
• Provide mentoring and support:
  Offer guidance and support to newly hired dispatch personnel during their initial onboarding and training period, helping them integrate into the organization and develop necessary skills.
• Continuously improve training programs:
  Seek feedback from trainees, supervisors, and stakeholders to identify areas for improvement in training programs, materials, and delivery methods.
• Serve as lead dispatcher and responsible for shift command in absence of a supervisor.
• Perform other duties as assigned by Supervisors, Training Coordinator, or Director.

Non-Essential Duties:

• Assist in recruitment processes:
  Participate in the recruitment and selection of new dispatch personnel by evaluating candidates' knowledge, skills, and aptitude for emergency response work.
• Participate in quality assurance activities:
  Collaborate with quality assurance teams to conduct call evaluations, identify training needs based on performance gaps, and develop targeted improvement plans.
• Support emergency response operations:
  In times of high call volume or critical incidents, provide additional support by temporarily performing dispatch duties to maintain service levels.

Knowledge of or the ability to learn, Communication Center policies and procedures. Skilled in the operation of office equipment including, but not limited to, calculator, fax machine and computer terminal; the use of standard office equipment and software. Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons; handle difficult and/or angry people; exercise sound judgment in making critical decisions;

analyze and solve work related problems; work under pressure and meet close deadlines; work evenings, nights and weekends as necessary; process and handle confidential information with discretion; react…