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Emergency Communications Training Supervisor

2 months ago

WilkesBarre, Pennsylvania, United States Luzerne County, PA Full time
Salary: $53, $56,500.00 Annually

Location : Wilkes-Barre, PA

Job Type: Full-time

Department: 911

Summary:

The Emergency Communications Training Supervisor, under the guidance of the Quality Assurance and Training Coordinator, is tasked with organizing and delivering essential training and certifications for both new and current personnel at the Luzerne County 9-1-1 Center. This role is crucial in ensuring that training manuals, assessments, and instructional materials are current and effective. The supervisor will also support Quality Assurance Reviews, contribute to the development of directives or Standard Operating Procedures (SOPs), and oversee all dispatch protocols in collaboration with external agencies.

Reporting Structure:
Reports to the Quality Assurance and Training Coordinator; PSAP Manager; 9-1-1 Executive Director.

Key Responsibilities:
  • Oversees the training program for new telecommunicators.
  • Selects and monitors mentors for new hires, collaborating on the maintenance and enhancement of training standards and materials.
  • Facilitates orientation and training sessions for new telecommunicators.
  • Coordinates mentor schedules with new telecommunicator assignments.
  • Identifies trends in trainee performance and provides feedback to management for program adjustments.
  • Acts as a liaison between trainees and mentors.
  • Maintains and updates training documentation and records.
  • Ensures all training certifications are accurately recorded.
  • Collaborates with trainees to ensure timely completion of required training.
  • Schedules in-service and continuing education trainings, managing logistics and materials.
  • Coordinates the Emergency Medical Dispatch Program to maintain agency accreditation.
  • Facilitates EMD certification and re-certification for telecommunicators.
  • Conducts quality assurance evaluations on call-taking and dispatching performance.
  • Reviews protocols from external agencies related to unit dispatching.
  • Maintains comprehensive records of all protocol changes and updates.
  • Updates emergency procedures related to school safety within the coverage area.
  • Participates in relevant committee meetings.
  • Conducts tours for emergency service agencies.
  • Orders necessary dispatch equipment.

Required Knowledge, Skills, and Abilities:

Knowledge of:
  • Operations of a 24-hour emergency center.
  • 9-1-1 call-taking and dispatching protocols.
  • Instructor guidelines and supervisory techniques.
  • Customer service principles.
  • Departmental regulations and local emergency service agencies.
  • Relevant computer applications for emergency services.
  • Public Safety Radio Protocols.
Skills in:
  • Interpersonal and coaching abilities.
  • Effective communication, both written and verbal.
  • Organizational proficiency.
  • Customer relations management.
  • Proficiency in Microsoft Office Suite and Adobe.
Ability to:
  • Analyze complex situations using logic and reasoning.
  • Implement effective administrative processes.
  • Handle sensitive human resources matters with discretion.
  • Maintain organized records and confidential information.
  • Communicate professionally with the public and external agencies.
  • Follow detailed oral and written instructions.
  • Manage multiple priorities independently.
  • Provide guidance to telecommunicators as necessary.
Additional Requirements:
  • Background investigation including criminal history checks.
  • Pre-employment substance testing and ongoing random testing.
  • Maintain all required certifications as a condition of employment.
Disclaimer: The above statements are intended to describe the general nature and level of work performed by individuals in this position. They are not exhaustive lists of all responsibilities, duties, and skills required for this role.