Summary:
This is a highly visible position that is responsible for planning, organizing, coordinating, implementing and evaluating training programs for both initial and continuing education of new and existing Emergency Communications staff, as well as oversees the Quality Assurance Program. This is an administrative level position under the direction of the Director of Emergency Communications. The Director of Emergency Communications shall provide direct supervision related to training curriculum and program content, selection and evaluation of trainees and evaluation of CTO performance. The incumbent carries out difficult and complex responsibilities requiring a high degree of professional, organizational and interpersonal knowledge, judgment, skill and sensitivity; and must have knowledge of practices, standards, and requirements associated with an emergency call-taking and dispatch center.
Essential Duties and Responsibilities:
Develop, implement, and facilitate training objectives through lesson plans, exercises, review quizzes and tests to develop and enhance call-taker and dispatcher performance.
Establish and monitor program structure, assignments and resources.
Manage training activities for new call-takers and dispatchers from new hire through training and probation.
Supervise, counsel, and evaluate Communications Training Officers.
Establish, monitor and facilitate in-house continuing education standards and training for all employees.
Acts in the role as an advanced user for Aqua and ProQA programs.
Coordinate training opportunities outside of the department for continued development of skills and training for all employees.
Ensue training practices and materials adhere to industry standards for minimum training requirements, as well as, agency accreditations and certifications.
Maintain records of in-house training program to include exercises, quizzes, test, daily observation reports, etc...
Maintain records for employee certifications.
Evaluate training program for effectiveness and recommend changes as needed to administration.
Communicate regularly with Communications Training Officers and Supervisors to identify additional training needs and establish performance improvement plans as needed.
Oversees the Quality Assurance Coordinator and the QA/QI program.
Utilize case reviews to identify topics to address for continuing education training and/or remedial training, as needed.
Review, analyze, and report on training progress and present reports from quality assurance/improvement.
Coordinate with Administration to organize and maintain the agency’s accreditation and certification processes. (IAED ACE, APCO Project 33, etc)
Work with administration to facilitate the creation, review, and updates of policies, directives and standard operating procedures.
Attend conferences, conventions, meetings and trainings to stay up to date on trends in public safety call-taking, dispatching, quality assurance, and accreditation.
Participate as needed during emergencies, including emergency operations center activations.
Develop and maintain excellent working relationships with all personnel, user agencies, the public, etc…
Serve as Acting Director in the Director’s absence, as assigned.
Perform all other duties assigned.
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty in a satisfactory manner. Individuals must be flexible to work weekends, holidays, and all shifts. Individuals must submit to and pass a drug screen and have no disqualifying criminal history. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory Responsibilities:
Under the general guidance of the Director, the Deputy Director of Training & Skill Assessment exercises supervision over emergency communications center Communications Training Officers directly and their subordinate personnel, as needed. The incumbent also carries out supervisory responsibilities which include but not limited to:
Addressing complaints and resolving problems related to agency training and quality assurance/improvement programs.
Conducting training and evaluations of employees.
Oversee the consistency and efficiency of the staff performance through coordination of the Quality Assurance/Improvement program case reviews and feedback provided.
Education and/or Experience:
A formal education equivalent to a high school diploma or GED is required.
Five [5] or more years of emergency communications or public service-related experience required.
Knowledge of law enforcement, fire, and medical response procedures, emergency management and the geography of Benton County preferred.
Certification of Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Certified Training Officer (CTO), CPR, ACIC II, and CJIS Security are required.
Obtain and maintain certifications of EMD-Q, EFD-Q, and Emergency Telecommunicator Instructor (ETC) all within one [1] year of hire.
Will obtain NENA – Center Manager Certification Program (CMCP) after other required certifications are met.
Working Relationships:
The Deputy Director of Training & Skill Assessment will be in contact with the public, law enforcement, fire, and medical emergency responders along with other Federal and state agencies. Must work closely with the Director of Emergency Communications and all Benton County Office of Emergency Communications Administrative staff.
Other Skills and Abilities: not limited to: The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge of:
Operations, services, and activities of a public safety communications and dispatch centers.
Operational characteristics of modern public safety communications equipment including computer aided dispatch systems and multi-channel radio systems.
Law enforcement and emergency service procedures for responding to and handling reported incidents and emergencies.
Techniques of questioning for both emergency and non-emergency calls.
Methods and techniques of receiving, prioritizing, and dispatching emergency and non-emergency calls for service.
Functions of Benton County and Municipal public safety departments.
Geographic features and locations within Benton County and surrounding areas.
English usage, spelling, grammar, and punctuation.
Modern office procedures, methods, and computer equipment.
Pertinent federal, state, and local laws, codes, and regulations.
Principles and procedures of record keeping.
Ability to:
Develop and manage the full range of an effective training program for all public safety dispatcher positions.
Provide functional instruction to assign training and quality assurance personnel (Quality Assurance Coordinator, CTOs, Quality Assurance/Improvement “Q” reviewers)
Instruct, counsel and evaluate the Quality Assurance Coordinator, Communications Training Officers, and Q reviewers
Evaluate issues, analyze problems, identify alternatives, and develop recommendations for updates for training and quality assurance/improvement programs
Take initiative and be self-motivated with minimal supervision.
Communicate effectively and present information clearly, logically, and persuasively, both orally and in writing
Exercise tact and diplomacy in dealing with sensitive, complex, confidential issues
Ability to work flexible hours to meet training needs of staff in a 24 hour, 365 days a year Communications Center
Understand, interpret, apply, and explain relevant policies, procedures, laws and regulations
Compile, maintain, process, and prepare a variety of records and reports
Demonstrate appropriate emergency services skills and knowledge of technology
Be reliable, dependable, and report for work on a consistent basis.
Perform multiple tasks simultaneously.
Work under pressure, exercise good judgment, and make sound decisions in emergency situations.
Establish and maintain effective working relationships with those contacted in the course of work.
Physical Demands:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is regularly required to sit, reach with hands and arms, use hands to handle or feel objects/controls and talk or hear. The incumbent is occasionally required to stand and walk, stoop, kneel, and to lift and or move up to 50 pounds. The incumbent will operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Specific vision abilities required by this position include close any distance vision and the ability to adjust focus and distinguish color.
Work Environment:
The work environment characteristics described here are representative of those an incumbent will encounter while performing the essential functions.
Must be able to travel when required and hold a valid Arkansas Driver’s License. Normal work is performed in an emergency communications center. incumbents must be able to work flexible hours to meet training needs of staff in a 24 hour / 365 day a year Communications Center. Emergency situations may require the employee to be exposed to nature’s elements and potentially dangerous environments.
Employee Benefits Overview:
Benefits are an important part of the overall compensation package. We are pleased to offer a comprehensive array of valuable benefits.
County Paid Insurance Benefits
Employee Medical
Basic life and ADD Insurance
Long‑term disability insurance
Access to voluntary benefits, including:
Medical (Spouse/Children)
Dental, and Vision coverage
Supplemental life insurance
Short‑term disability
Critical Illness coverage
Accident insurance
Hospital indemnity plans
View the Benefits Guide for more information
Retirement & Financial Security
Participation in the Arkansas Public Employees Retirement System (APERS) pension program
Voluntary Nationwide Deferred Compensation 457(b) Retirement plan
Time Off & Work–Life Balance
11 Paid Holidays annually
Paid Sick Leave (up to 12 working days per year)
Paid Vacation Leave (up to 10 working days per year)
Paid Personal Day annually
County government for Benton County, the most populous county in Arkansas.