TAZEWELL COUNTY CONSOLIDATED COMMUNICATIONS - TC3
TRAINING-QUALITY ASSURANCE MANAGER
Reports to: ASSISTANT DIRECTOR
FLSA Status: EXEMPT
This employee is responsible for identifying, planning, developing, scheduling, conducting or contracting 3rd party training for new and existing TC3 staff performing telecommunications duties. Responsible for monitoring the activities of telecommunications staff, identifying issues related to exemplary or deficient performance and review of supervisory evaluations. This position serves as the primary contact and administrator of the TC3 Emergency Medical Dispatch program, including certification and licensing of telecommunicators, coordination of continuing education and quality assurance reviews.
EXAMPLES OF TASK AND DUTIES
The following statements are illustrative of the essential functions of the job and do not include other nonessential or peripheral duties that may be required. The organization retains the right to modify or change the duties or essential functions of the job at any time.
- Develops training curriculum of formal and structured programs with documentation for progressive training of new and existing TC3 Telecommunicators including orientation, classroom, field instruction and evaluation.
- Ensures training programs are completed and documented for reporting purposes.
- Develops curricula, timetables, schedules, checklists, informational resources, training texts, manuals, workbooks, lesson plans, quizzes, audio-visual materials, and evaluation forms.
- Meets with trainees to discuss training progress.
- Gives regular, timely, and useful feedback to TC3 Telecommunicators.
- Develops and maintains a comprehensive and effective TC3 Quality Assurance Program including law enforcement, fire and EMS call taking and dispatching.
- Ensures all TC3 Telecommunicators are licensed with the Illinois Department of Public Health in compliance with all state laws and working compliant with the procedures of the resource hospital.
- Develops and oversees the training and performance of designated TC3 Communications Training Officers and trainee progress and evaluations.
- Develops and oversees Lead Telecommunicator training and performance evaluation.
- Conducts classroom instruction for in-house training programs and coordinates programs with TC3 member agency instructors and outside sources, such as APCO.
- Regularly meets with staff to identify ongoing training needs of the organization.
- Recommends training programs and schedules to administration.
- Complies with all orders, regulations, and written directives of TC3.
- Maintains Telecommunicator working certifications and performs telecommunicator tasks and functions when needed.
- Performs any other duties as assigned by senior management.
KNOWLEDGE, SKILLS and ABILITIES
- Working knowledge of PSAP operation.
- Knowledge of and operational/administrative abilities with public safety technology systems including two-way voice radio, E9-1-1/telephone, computer-assisted dispatch, mobile data, audio logging, IP based networks, microwave systems and related software.
- Knowledge and skill in managing personnel in compliance with applicable laws and policies.
- Ability to express oneself clearly and concisely in both written and oral communications and comfortable in representing TC3 to individuals, public and private/professional groups.
- Understanding and skill in use of Microsoft Office based documentation software.
- Possess complete integrity.
- Able to lead by example and committed to a high level of professional and personal performance and achievement.
- Possess an open participative style of management which encourages the input and interest of others.
- Able to make and implement decisions in a timely, efficient, tactful and diplomatic manner.
- Ability to develop and maintain a team spirit in others.
Education and Experience:
- Be 21 years of age or older;
- High School diploma or GDE;
- Five (5) years of experience in a 9-1-1 public safety communications or related field; or a combination of education, training, and experience providing the required knowledge, skills and abilities to perform the stated functions of the job.
- A minimum of three (3) years progressive experience in a supervisory position or Communications Training Officer in a multi-agency public safety communications center;
- At least two (2) years of quality assurance evaluator (QAE) experience;
- Knowledge of and experience with public safety communications systems including, CAD, 9-1-1, radio and audio logging devices;
- Typing speed of 40 words per minute.
Licenses and Certifications:
- Illinois L.E.A.D.S. certification.
- CPR Certificate
- Valid state-issued Driver’s License
- Have or qualify within 1 year;
- APCO Certified Public Safety Telecommunicator (PST or PST-I)
- APCO Certified Communications Training Officer/Instructor (CTO and CTO-I)
- APCO Certified Fire Services Communications (FSC or FSC-I )
- APCO Certified Law Enforcement Communications (LEC or LEC-I)
- Certified Quality Assurance Evaluator (ED-Q National Academy of Emergency Dispatch).
Examinations and Personal History:
- Eligible for the above licenses and certifications as identified thorough background investigation
- Suitable for stated supervisory responsibilities as evidenced by psychological examination
- Suitable for stated physical demands as evidenced by medical exam
- Free of debilitating drug use and addiction as evidenced by medical drug screening.
- Able to work on any required shift, weekday, weekend and holiday.
- Strong analytical, cognitive and logical problem-solving skills.
- Proficient in the English language including the proper usage, spelling, punctuation and grammar.
- Must be of strong moral and ethical character.
- Articulate and comfortable speaking in front of others, public and private groups.
- The ability to concentrate on more than one task at a time and maintain work accuracy.
- Vision at or correctable to 20-20.
- Hearing capable in both ears in the normal speech range of 30 db at 500 to 2000 Hz range.
- Free from dependence on or addiction to drugs or controlled substances.
PHYSICAL AND ENVIRONMENTAL DEMANDS
- Able to wear and use a communications headset; communicate clearly over TC3 systems.
- Able to use systems utilizing keyboards, buttons, switches, pedals and hand-motion devices.
- Work in an indoor/office environment; sit, stand and/or use repetitive hand motion.
- Able to occasionally lift and/or move up to 25 pounds.
- Able to work in an environment with moderate to loud noise levels
- Able to work under stressful situations and in excess of 8 hours when required.
- In sound physical health as determined by a certified licensed physician with no evidence of the use of controlled substances.
Persons with ADA qualifying disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.