911 Training Manager

About the role

The 911 Training Manager is responsible for providing initial and ongoing education for the public safety answering point (PSAP) for Northampton County. This position reports directly to the Deputy Director for 911 Operations and may supervise Dispatch Shift Supervisors and Telecommunicators during training, in conjunction with other management staff.

Responsibilities

• Trains and certifies new PSAP staff as call takers and Telecommunicators.
• Provides training in the operation of Call Handling Equipment (CHE), Public Safety Suite products, Computer Aided Dispatch (CAD) systems, and other PSAP dispatching equipment.
• Oversees and manages the PSAP Certified Training Officer program.
• Coordinates with local PSAPs to recruit Public Safety Telecommunicators (PSTs).
• Prepares, maintains, and submits required PEMA reports for state-mandated and continuing education courses, including state audits.
• Coordinates with management to establish Quality Assurance/Quality Improvement (QAQI) metrics within APCO/NENA ANSI standards.
• Provides professional growth and continuing education courses for the PSAP.
• Tracks certification dates for all personnel and ensures compliance with training requirements.
• Participates in the Quality Assurance Program, addressing training needs and program modifications.
• Assists with accreditation programs, including CALEA and Fire/Police/EMS accreditation.
• Assists with budgetary matters, including preparation, maintenance, and execution of records on budget transfers.
• Provides input and assistance in project and policy development.
• Ensures compliance with NCIC and CLEAN regulations and training.
• Assists in hiring, onboarding, and personnel evaluation processes.
• Conducts call-incident reviews as assigned.
• Assists with general office management and functions as Dispatch Shift Supervisor or Telecommunicator as needed.
• Serves in the absence of the Deputy Director, Operations Manager, or Quality Assurance Manager as required.
• Responds to major public safety incidents on a 24-hour basis and is on call for assigned shifts.
• Works non-business hours during drills, training, exercises, non-emergency events, and emergencies.
• Serves as Emergency Operations Center (EOC) staff and may respond to incidents outside the PSAP or EOC for planned events and emergencies.

Requirements

• Completion of a high school or general equivalency diploma.
• At least three (3) years of full-time professional work experience as a Telecommunicator and at least two (2) years in a supervisory capacity such as Dispatch Shift Supervisor or Certified Training Officer (CTO).
• Valid and current motor vehicle operator’s license with an acceptable driving record.
• Must successfully complete a criminal history investigation in accordance with departmental policy.
• Must be available 24/7 for emergencies and periodically during evening and night hours as required.
• Must attend evening meetings of public safety agency organizations and may be required to travel for off-site meetings.

Qualifications

• Thorough knowledge of standard operating procedures (SOP) and administrative policies for the 911 Operations Center.
• Familiarity with the duties of all dispatch and administrative staff positions at the Northampton County 911 Operations Center.
• Ability to effectively communicate verbally and in writing with clear speech, good (corrected) vision, and hearing.
• Ability to discern color images on a video monitor.
• Ability to read, write, speak, understand, and communicate in English; bilingual capabilities are a plus.
• Extensive knowledge of Public Safety Communications operations and procedures.
• Knowledge of specialized software used to process emergency calls for law enforcement, fire, and EMS.
• Knowledge of supervisory practices, including classroom management.
• Effective time management skills and ability to work independently.
• Ability to assess training needs, organize course content, and coordinate courses involving multiple outside resources.

Preferred Certifications

• Act 2, Act 120
• National/State Fire Academy certifications
• EMT or Paramedic certification
• PEMA certification (Basic or Supervisor)
• Emergency Dispatch Quality Assurance (ED-Q) certification from the International Academy of Emergency Dispatch
• APCO Instructor Certification