Communications Training And Compliance Supervisor- Dispatch

SUMMARY OF JOB PURPOSE
The Training and Compliance Supervisor provides leadership, experience, and technical expertise to the County's Emergency Communications Center (ECC). Oversees and facilitates the comprehensive quality and training programs of the Center with a focus on a positive end-user experience. Serves as the Communications Manager in the manager's absence.
ESSENTIAL FUNCTIONS

• Oversees the education, qualification, and selection of Training Officers.
• Monitors, educates and enables Training Officers.
• Maintains internal qualification as a Training Officer and routinely serves in that capacity.
• Participates in the recruitment and selection of staff; conducts performance evaluations of Training Officers and Telecommunicator Trainees; assists with performance evaluations of tenured staff.
• Collaborates with the Manager to ensure appropriate scheduling of staff to assure appropriate distribution of Trainees and Training Officers through each phase of the training program.
• Directly observes Training Officer and Trainee performance in the center on a routine basis.
• Develops and maintains both the dispatch Training and new hire orientation programs.
• Assists with the development, review, and maintenance of standard operating guidelines. Responsible for enforcement of guidelines within the workplace.
• Subject to recall for critical incidents or emergencies.
• Performs duties of Telecommunicator or Lead as required; receives, screens, and takes appropriate action on all emergency service calls including 911 calls from the public requesting law enforcement, fire, and EMS; determines nature and location of the emergency, determines priority, dispatches emergency responders/units as necessary in accordance with established department policies and procedures; relays pertinent information to law enforcement and emergency services officers in a concise, organized, and understandable manner.
• Maintains knowledge of related technology, equipment, operational trends, and innovations; participates in training, conferences, and seminars as approved; coordinates with the Chief of Emergency Management and Communications Manager for revisions to the Training and Compliance programs.
• Acts as a subject matter expert on emergency dispatch procedures, computer-aided dispatch, radio and telephone communications, and the day-to-day operations of the ECC; maintain advanced knowledge of the National Crime Information Center, Nevada Criminal Justice Information System, Justice Link, or other access-controlled information systems and remain qualified to access these or successor systems.
• Serves as the Training Officer for the Department. Including new hire, remedial, ongoing, position or task-specific, and new training programs.
• Maintains, revises, and implements the new hire orientation program, which consists of both classroom and practical training, including Orientation, Compliance, Systems/Technology, Call Taking, Emergency Call Taking, and Police/Fire/EMS dispatching.
• Develops and implement informal and formal review processes for Trainees and Training Officers.
• Develops the remedial training plan as an additional phase of new hire orientation.
• With the Manager identifies new hires, tenured, and training staff that requires additional or remedial training. Provides individual assistance, training plans, or education to staff based on need.
• Coordinates staff Training and provides for professional development to ensure optimal performance of emergency communications operations; conducts performance evaluations, coaches, and mentors team members.
• Ensures employees comply with department and countywide policies, procedures, and initiatives.
• In the absence of the Manager manages staff, addressing discipline issues through Elko County Human Resources. Handles all personnel matters in a timely, accurate, and objective basis.
• Conducts investigations of citizen and interdepartmental complaints and implements proper resolution or escalation to any issues that may arise.
• Supervises the training program and directs task-specific training, certification, and credentialing for EICC staff.
• Ensures adherence to the standards of the Quality Assurance Program as required for department compliance to Association of Public-Safety Communications Officials and/or International Academies of Emergency Dispatch (IAED) and Elko County standards.
• Manages the Quality Assurance and Quality Improvement Programs, including written performance standards, data evaluation, report generation, and evaluation guidelines.
• Assists with developing and administering internal ECC guidelines and procedures, including enforcing policies with staff.
• Analyze and evaluate the quality management process to ensure quality services are delivered to citizens and stakeholders.
• Prepares correspondence, proposals, and reports; creates and maintains records in accordance with applicable standards; releases records in compliance with County policy.
• Ensure compliance with local, state, and federal regulations.
• Coordinates with partner agencies, and user agencies to develop Training and quality assurance programs.
• Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
• Analyzes and evaluates public safety protocols and makes recommendations to the Chief of Emergency Management for standardization and the effective delivery of emergency communication services; evaluates user agency requests and recommends the appropriate course of action.

• High School Diploma or equivalent; Associate's or Bachelor's degree in a related field of study preferred.
• Five (5) years of experience in a public safety communications center, two (2) years of supervisory experience required. Ten (10) years of increasing responsibility in a public safety communications center, three (3) years of supervisory experience preferred.
• Must maintain a valid Nevada driver's license
• Must obtain within 6 months and maintain throughout employment Nevada Commission on Peace Officer Standards and Training, Dispatcher Basic Training Course.Communications Center Supervisor (APCO),
• 9-1-1 Center Supervisor (NENA), or similar preferred.
• Communications Center Manager (Fitch & Associates),
• Center Manager Certification Program (NENA),
• Certified Public-Safety Executive (APCO),
• Emergency Number Professional (NENA), or similar is highly preferred.

Knowledge

• Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, and employee Training and discipline.
• City, state, and federal laws, statutes, ordinances, and court decisions related to program activities.
• Departmental and divisional regulations, policies, and procedures.
• Computer systems, in general, related to 9-1-1 and public safety dispatching activities, including Computer-aided Dispatch (CAD), and E-911 or NextGen 911 systems.
• Law enforcement, Fire Department, and Emergency Medical Services terminology and response procedures.
• Standard office practices and procedures, including records management.
• Communicating effectively in oral and written forms.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.

Skills

• Training others in policies and procedures related to the work.
• Developing and implementing goals, objectives, procedures, and work standards.
• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost-effective and efficient manner.
• Interpreting, applying and explaining complex federal, state, and local laws and regulations.
• Preparing clear and concise reports, policies, procedures, correspondence, and other written materials.
• Using initiative and independent judgment within general policy guidelines.
• Dealing successfully with a variety of individuals from various socioeconomic, ethnic, and cultural backgrounds, in person and over the telephone.

Abilities

• Complying with Elko County policies and departmental procedures.
• Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Train others in policies and procedures related to the work and provide for their professional development.
• Communicate clearly and concisely, both verbally and in writing.
• Reacting calmly and quickly under duress and strain.
• Organize assigned work and develop effective work methods.
• Establish and maintain effective working relationships with external stakeholders, co-workers, subordinates, volunteers, and the public.

OTHER REQUIREMENTS

• Must possess advanced working knowledge of a Windows® compatible computer and be able to enter necessary data. The incumbent must possess basic working knowledge of smartphones and tablets to enter necessary data.
• Must possess advanced working knowledge of Computer Aided Dispatch software applications, land mobile radio systems, telephone systems, and specialty software utilized in the EICC.
• Shall comply with Elko County Policies, including department or division-specific guidelines.
• This position has been identified as affecting public safety.
• Persons offered employment must pass a criminal background check.
• Persons offered employment in this class must pass a pre-employment screening for alcohol and controlled substances. As a condition of continued employment, this position is subject to passing random screening for alcohol and controlled substances as required by Elko County personnel policies.

• Mobility to work in a typical office setting and use standard office equipment. stamina to sit for extended periods of time; vision to read printed materials and a computer screen, and hearing and speech to communicate over the telephone and radio systems.
• Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement.
• Must remain alert and responsive while observing the computer display screen for uninterrupted periods of time.
• May be subject to extended work periods without relief, periods of high call volume, and stressful situations in a fluid and dynamic environment.

Elko County is an Equal Opportunity Provider and Employer

In compliance with applicable laws, reasonable accommodations may be provided for qualified individuals with a disability who require and

request such accommodations.

Employment Type: Full-Time