Emergency Communications Training & Quality Manager

Directs, manages, and coordinates training and quality assurance programs for Emergency Communications. This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.

* Program management responsibility for Emergency Communications training and quality programs. Develop, implement, evaluate, and oversee ongoing related programs.

* Hires, manages, and mentors training and quality assurance staff. Recommends inclusion or removal of mentors from the mentor program as new hires move to independent call taking.

* Develop, implement, evaluate, and maintain a new hire training and mentor program that prepares new hires for success.

* Coordinate with Human Resources for disciplinary actions to include termination of new hire employees who do not successfully complete training.

* Establish policies and procedures in accordance with applicable laws, and industry best practices.

* Conduct quality assurance audits on calls, chats, and systems. Ensuring compliance with policies, and guidelines, and best practices.

* Review work conducted by Spokane 911 team by engaging in day-to-day operations of the department.

* Conducts needs assessments to identify training needs and create ongoing training. Implementing and evaluating training effectiveness.

* Track and analyze call data, training records and audit outputs. Identifying trends in issues that impact outcomes and mitigating issues.

* Works with operations to schedule ongoing training for existing staff. Coordinates outside trainings as necessary.

* Develop staffing through training, coaching, and mentoring to improve outcomes.

* Provides input and manages training and quality budgets.

* Participates in public education programs.

* Performs related work as required.

Combinations of education and experience that are equivalent to the following minimum qualifications are acceptable.

Open-Entry Requirements:

* Education:

A bachelor's degree from an accredited four-year college or university with major course work in business administration, public administration, operations management, psychology, communications or a closely related field; and

* Experience:

Two years of call center training and quality management experience OR four years of training and quality experience with a public safety agency with supervisory responsibility.

Background Check:

* All applicants are subject to a thorough background investigation, including but not limited to criminal history and pre-employment drug screening.

Licenses and

Certifications:

* Individuals in this classification must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Safety Telecommunicator certification, Emergency Dispatch certification, ED-Q certification, and ACCESS II certification.

Note:

Certification and training is paid for by the City of Spokane.

Applicants must first meet the minimum qualifications to be invited to take the examination. Those who pass the examination will then go on the hiring list.

The examination will consist of the following:

* Supplemental Questionnaire Training and Experience Evaluation

* Oral Board 100%

Supplemental Questionnaire Training & Experience Evaluation:

The T&E examination consists of a Supplemental Questionnaire. The questions may be viewed online under the tab marked "QUESTIONS" on the job announcement page. The T&E must be submitted online, at the time of application. Copies of your college or university transcripts (unofficial transcripts are accepted) may be a required part of this application and will be used to verify that you meet the minimum qualifications, as posted on the job announcement.

* Responses to your T&E questions should be consistent with the information given in your application details. Answers are subject to verification.

* Failure to complete all of the questions or incomplete responses will result in a lower score; therefore, it is advantageous for you to provide a full and complete response to each supplemental question.

* Resumes…