CLASSIFICATION NO. 367
TRAINING AND QUALITY ASSURANCE COORDINATOR
Under direction, to plan, organize and coordinate the training and development programs and activities within the Department of Central Communications; to participate in the development, maintenance and implementation of Dispatcher training standards and materials; to coordinate the Quality Assurance program which ensures efficient and effective call taking and emergency dispatch; and to do other work as required.
The Department of Communications operates the central dispatch center for multiple public safety agencies throughout the County. The center provides 24-hour primary answering and dispatch for law enforcement, fire and emergency medical services through an enhanced 9-1-1 telephone system and computer aided dispatch system.
The Training and Quality Assurance (QA) Coordinator is responsible for planning and coordinating the department’s training, quality assurance and accreditation programs and activities, including new dispatcher orientation and training and the Communications Training Officer (CTO) program. The incumbent develops, implements and maintains dispatcher training standards and materials, tracks trainee progress and recommends needed adjustments to training plans.
The Training and QA Coordinator differs from the Shift Leader which is the highest level of working dispatcher and trains individual dispatcher trainees, but does not coordinate the department-wide training or quality assurance programs. It also differs from the Communications Operations Supervisor which performs supervisory, administrative and technical duties to ensure the center's efficient and compliant operation.
Duties may include but are not limited to the following:
- Coordinates and oversees program activities relating to new Dispatcher Training and the Communications Training Officer (CTO) program; assists in selecting, training, motivating and evaluating CTOs and others involved in training; coordinates activities with other related departments or agencies; facilitates resolution to program issues.
- Participates with CTOs in the review, development, maintenance and implementation of Dispatcher training standards and materials, including creating and updating of new hire courses and materials, CTO manuals, Daily Observation Report formats, benchmarks and standard evaluation guidelines; serves as administrative resource for CTOs and the Operations Manager in development, research and collection of new or updated training ideas, methods and resources.
- Facilitates and/or coordinates Dispatcher orientation, academy and training; assists Operations Manager in developing trainee assignments and coordination of CTO schedules; serves as a liaison for trainees and CTOs and among staff and management on training programs and activities.
- Reviews the Daily Observation Reports (DORs) and other evaluation reports or feedback provided by CTOs to/from trainees; identifies trends or patterns in trainee progress; serves as a resource for and provides feedback to CTOs and Operations Manager in identifying, recommending and implementing adjustments to the training programs for individual trainees.
- Coordinates the Quality assurance program ensuring efficient and effective call taking and emergency dispatch; organizes Agency accreditation by the National Academy of Emergency Dispatch (NAED) or other accreditation agencies; coordinates annual training for fully trained Communications Dispatchers and Communications Shift Leaders to maintain State DPSST Certification requirements.
- Works with administrative staff to maintain and update Agency training files; ensures training records and certifications are recorded in training files; collaborates with CTOs to ensure timely completion and acquisition of required training and certification documents.
- Schedules and facilitates Agency In-Service training; creates agendas, hand-outs, and evaluations for participants; follows up with guests for appropriate closure.
- Prepares reports on program performance, needs, services, information and demographic data; contributes to and ensures the evaluation of program performance.
- In the absence of a Communications Shift Leader, serves as a Shift Leader when working at a dispatch position; performs dispatching duties as needed.
REQUIRED KNOWLEDGE AND SKILLS
Thorough knowledge of: Principles and practices of program coordination and facilitation, including planning, scheduling, monitoring, problem solving, research, record keeping and evaluations; all facets of adult education and training; emergency medical services terminology, practices and standards; modern administrative methods and procedures, correspondence and report preparation; application and interpretation of Agency directives and procedures as well as local, state and federal laws and regulations, and industry trends and best practices; basic leadership principles and understanding of lead work and responsibilities; Association of Public Safety Communication Officials (APCO) CTO program and recommended coaching methods and philosophies supported by the Agency.
Skill to: Communicate effectively, both orally and in writing; effectively plan, organize, coordinate, carry out and evaluate assigned program goals and objectives; coordinate and evaluate the work of program participants including CTOs, Agency trainers, and presenters; organize and accomplish program goals and objectives, including delegation of program tasks and responsibilities as appropriate; interpret and effectively apply related laws, regulations, policies and procedures; apply effective time management, critical thinking, problem solving and collaborative approaches to improving program services; analyze situations thoroughly, identify potential problems, find and implement effective solutions; establish and maintain effective and professional working relationships with managers, coworkers, other governmental jurisdictions, volunteers, and user agencies; apply appropriate independent initiative, discretion, judgment and organizational skills to a variety of projects, assignments and situations; understand and execute complex oral and written instructions; apply available guidelines, policies or procedures in diverse situations; prepare and present written correspondence, reports and materials in clear, correct and comprehensible terms from general notes and concepts.
Ability to meet Department of Public Safety Standards and Training (DPSST) various preconditions for Dispatcher certification, including but not limited to education and age requirements.
Incumbents must successfully complete the Communications Dispatcher training program within established training timelines currently set at 1300 training hours.
Possession of or the ability to obtain within six (6) months of hire:
- National Academy of Emergency Dispatch (NAED) Emergency Medical Dispatch (EMD) Certification.
- NAED EMD-Q Certification (trained by NAED to be a certified medical case reviewer).
- Association of Public Safety Communication Officials (APCO) Communications Training Officer (CTO) Certification.
- APCO CTO Instructor Certification.
Possession of or the ability to obtain within established training timelines currently set at 1300 training hours:
- Law Enforcement Data System (L.E.D.S.) Certification.
- Department on Public Safety Standards and Training Certification as a Telecommunicator and Emergency. Medical Dispatcher (E.M.D.).
- Cardio-pulmonary resuscitation (C.P.R.) Certification.
- Other Certifications required by statute.
Must successfully pass an extensive background investigation including national fingerprint records check.
Employment is contingent upon passing a post-offer physical assessment. Accommodation requests will be reviewed on an individual basis in compliance with State and Federal legislation.
Driving may be necessary for County business. For position(s) with occasional/incidental driving, incumbents must possess a valid driver's license. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation. For position(s) with regular driving, incumbent(s) must also possess and maintain an acceptable driving record throughout the course of employment.
MINIMUM RECRUITING STANDARDS
Any satisfactory combination of experience and training that demonstrates possession of the required knowledge and skills.