Training Coordinator

Summary:

The Training Coordinator is responsible for planning, organizing, directing, and evaluating personnel activities to support professional development. This role oversees the training program for both new hires and current employees, including curricula, continuing education, and the Communications Training Officer (CTO) program. Additionally, the Training Coordinator leads the quality assurance process in compliance with APCO standards for Emergency Fire, EMS, and Police protocols.

Requirements:

• A minimum of three (3) years of 911 experience involving the operation of computers, radio, and telecommunications systems, as well as providing police, fire, and EMS dispatch services.

• At least two (2) years of experience in public safety supervision, or a combination of public safety training experience.

• Must hold a valid driver's license and have access to a motor vehicle (personal or agency) as required.

• High School Diploma or equivalent.

• Must pass a thorough background investigation, including a national fingerprint records check.

• Must possess or be able to obtain the following within six (6) months of hire:

• Emergency Medical Dispatch (EMD)

• Communications Training Officer (CTO)

• APCO CTO Instructor

• NAED EMD-Q Certification (for QA-focused roles as a certified medical case reviewer)

Essential Functions:

• Plans, organizes, coordinates, implements, conducts, and evaluates a comprehensive training program to develop and enhance 911 communications staff performance.

• Provides comprehensive training needs assessment for operations. Develops and implements written, comprehensive short-range training plans for the Training Academy.

• Evaluates the training program for effectiveness and recommends changes to the 911 Director.

• Communicates and coordinates employee training needs with Communications Manager to ensure mandatory training requirements are being met.

• Inputs, updates data and maintains a comprehensive training database.

• Administers or coordinates all in-house training academies.

• Develops, delivers, maintains, and distributes all daily observation reports, monthly and annual training reports, training forms, files, charts, manuals and notebooks.

• Schedules and coordinates in-service training in addition to recommending off-site training classes for Public Safety Telecommunicator employees. Will forward offsite training information to 911 Director for registration, scheduling and travel arrangements.

• Organizes and administers a Quality Assurance program to monitor dispatcher and call taker performance based on EFD, EMD and EPD APCO standards.

• Instructs, counsels and evaluates CTO's who are training new personnel, when related to training duties.

• Remains current on all telecommunications equipment and procedural changes, as well as updating all training material to reflect the current environment.

• Develops, distribute, and maintains appropriate training records, forms, files and certificates pursuant to records retention requirements related to training.

• Ensure compliance with the standards and objectives of APCO

• Performs other duties as assigned that support the overall objective of the position. Supervises and evaluates the performance of assigned personnel; reviews and recommends staff commendations.

• Monitors and ensures appropriate levels of staff coverage to accommodate the needs of individuals in training. Communicates and coordinates staffing requests to 911 Shift Supervisors

• Assigns work duties; monitors the quality and progress of work performed by CTO Leads related to training responsibilities.

• Provides feedback to 911 shift supervisors related to CTO's and their work performance as training officers.

• Operates, monitors, maintains, troubleshoots, provides technical guidance, assistance and support to coordinates the repair of various types of communications equipment including computers, radio consoles, recording equipment, and 911 work stations, in the absence of a supervisor.

• Receives complaints from citizens and/or employees in the absence of a supervisor. Documentation will be forwarded to 911 Supervisors or 911 Director for processing and counseling.

• Conducts quality assurance on staff in phone and radio handling for developmental training and ensure staff is compliant with proper procedures according to APCO standards.

Knowledge, Skills, and Abilities:

Knowledge:

· Procedures for operating E-911 systems within a public organization.

· Strong communication skills, both oral and written.

· Ability to work independently.

· Understanding of community service agencies and their responsibilities.

· Proper use of English language, including spelling, punctuation, and grammar.

Skills:

· Strong written and verbal communication and interpersonal skills.

· Ability to follow and relay complex oral and written instructions, policies, and procedures.

· Proficiency in operating office equipment such as computers, relevant software programs, printers, calculators, fax machines, and copiers.

Abilities:

· Ability to observe, analyze, and assess outcomes against established goals.

· Collaborate effectively with PSAP personnel and operations team members.

· Facilitate meetings in an efficient and productive manner.

· Interpret and apply county policies and procedures accurately.

· Process and apply both verbal and written instructions as required by the job.

· Accurately organize and maintain both paper and electronic files.

· Ability to work flexible hours to handle emergencies.

· Ability to travel for work when necessary.

Physical Demands:

· The work is typically performed in an office environment and may require occasionally lifting up to 25 pounds.

· Frequent talking and hearing are required.

· Regular use of hands for tasks such as handling, typing, or reaching with arms.

· Occasionally required to stand, walk, stoop, and bend.

· Vision requirements include close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.