Description

Job Title:                                QA Training Officer

                                                Salary:  $95,000.00 - $110,000.00                                                               

Department:                           PSTC - Dispatch

Closing Date:                         Position is Open until Filled

Reports To:                           Manager of PSTC and Director of Support Services

 This position is at-will and not represented by a Union

This position is for one-year and maybe extended

JOB SUMMARY:

The 911 QA/Training Officer is responsible for creating, developing, planning, organizing, directing and evaluating the activities of personnel for the purposes of professional development and quality assurance. The PSTC QA Training Officer will oversee the training program for new hires and current employees including curricula, continuing education, the Communications Training Officer (CTO) program as well as create, develop, evaluate, and lead the quality assurance process in accordance with Total Response standards for the Emergency Fire, EMS and Police Protocols. Will follow all federal, state and local policies.

HOURS OF WORK:

This position has a flexible schedule and must be able to address and work all shifts in the center.  The center operates 24 hours a day, 7 days a week for a total of 37.25 hours a week.  

• EXAMPLES OF ESSENTIAL DUTIES:
  Plans, organizes, coordinates, implements, conducts, and evaluates a comprehensive training program to develop and enhance PSTC staff performance.
• Provides comprehensive training needs assessment for operations. Develop and implement written, comprehensive short-range training.
• Evaluates the training program for effectiveness and recommends changes to the PSTC Manager.
• Communicates and coordinates employee training needs with PSTC Manager to ensure mandatory training requirements are met.
• Inputs, updates data and maintains a comprehensive training database.
• Administers or coordinates all in-house training.
• Develops, delivers, maintains, and distributes all daily observation reports, monthly and annual training reports, training forms, files, charts, and manuals.
• Schedules and coordinates in-service training in addition to recommending off-site training classes for PSTC employees. Will forward offsite training information to PSTC Manager for registration, scheduling and travel arrangements.
• Creates and establishes a Quality Assurance program.
• Organizes and administers a Quality Assurance program to monitor dispatcher and call taker performance based on Total Response standards.
• Works with PD, FD, and EMS to establish a Quality Assurance Council.
• Instructs, counsels and evaluates CTO's who are training new personnel, when related to training duties.
• Remains current on all telecommunications equipment and procedural changes, as well as updating all training material to reflect the current environment.
• Develops, distributes, and maintains appropriate training records, forms, files and certificates pursuant to records retention requirements related to training.
• Ensure compliance with the standards and objectives of Total Response.
• Performs other duties as assigned that support the overall objective of the position. Supervises and evaluates the performance of assigned personnel; reviews and recommends staff commendations.
• Communicates and coordinates staffing training requests to PSTC Shift Supervisors.
• Assigns work duties; monitors the quality and progress of the work performed by CTO Leads related to training responsibilities.
• Provides feedback to PSTC shift supervisors related to CTO's and their work performance as training officers.
• Operates, monitors, maintains, troubleshoots, provides technical guidance, assistance and support to coordinate the repair of various types of communications equipment including computers, radio consoles, recording equipment, and 911 workstations, in the absence of a supervisor.
• Receives complaints from citizens and/or employees in the absence of a supervisor. Documentation will be forwarded to PSTC Supervisors or PSTC Manager for processing and counseling.
• Conducts quality assurance on staff in phone and radio handling for developmental training and ensure staff is compliant with proper Police, Fire and EMS procedures and Total Response EMD.

MISCELLANEOUS DUTIES:

Coordinates the ordering of supplies for area of assignment; monitors and maintains supply inventories.

• Oversees Quality Assurance Team as well as carrying out the duties of the Dispatch Review Committee (DRC) Chair as well as the Liaison Team Chair
• Represents PSTC and is in direct contact with counterparts in New Britain Fire Department, New Britain EMS, and Total Response.
• Attends and participates in various types of meetings; serves on committees as assigned.
• Performs other related duties as required.

Note: The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

 MINIMUM QUALIFICATIONS:

• Bachelor’s Degree or equivalent is required.
• Must possess a valid driver's license with an acceptable driving record and able to acquire a Connecticut Driver’s License within three (3) months of employment.
• Must possess a valid Telecommunicators Certification through the State of Connecticut or be capable of obtaining within the first year of employment.
• Must be certified as Public Safety Telecommunicator Instructor Level I or II in accordance with DSET (Department of Statewide Emergency Telecommunications) or be willing to obtain within the first year of employment.
• Total Response Quality Assurance Training Certification or willing to obtain within the first year of employment.
• Two (2) years of experience in public safety supervision and or a combination of public safety training experience.
• Commensurate private sector or military emergency communications center experience may be considered in lieu of public safety supervision or training experience.
• TDD/TTY Training, Communications Training Officer Certification or equivalent, COLLECT/NCIC Full Access or equivalent.
•  Experience with the following protocols is preferred: Emergency Medical Dispatching (EMD), Emergency Fire Dispatching (EFD), Emergency Police Dispatching (EPD)
• Must be a U.S. citizen at time of hire

PHYSICAL EXAMINATION:

Prior to beginning work, the successful candidate must complete and qualify on a City medical examination (including a drug screen and may include a psychological screening) and a background investigation.

 In order to be considered for this posiiton, Applications must be sent to the Personnel Office, Room 409, City Hall.  Application forms may be obtained at the Personnel Office, Room 409, City Hall, 27 West Main St., New Britain, CT  06051. Tel (860) 826-3408 or at www.newbritainct.gov under Civil Service Job Postings.