Public Safety Telecommunicator Training Specialist

Grand Forks' 911 team is only as prepared as the person who trained them. That's where you come in.

Searching for the right person to develop, implement, manage, and continuously improve comprehensive training and professional development programs for Emergency Dispatch Center personnel; to manage new-hire training academies; in-service training, and quality assurance initiatives; to maintain personnel training records and certification compliance; to provide operational supervision as required; and to perform a variety of technical, instructional, and administrative tasks relative to assigned areas of responsibility.

ESSENTIAL AND MARGINAL FUNCTIONS/RESPONSIBILITIES - Essential responsibilities and duties may include, but are not limited to, the following:

Essential Functions:

1. Perform all functions of a Public Safety Telecommunicator as operationally required.
2. Develop, implement, manage, and continuously evaluate comprehensive training programs for new hires, lateral transfers, and incumbent staff including academy training, on-the-job training, in-service training, remedial training, and specialized professional development programs.
3. Design and maintain structured training phases, benchmarks, and competency-based progression standards for new personnel, provide release from training recommendations based on documented performance.
4. Manage and administer the Communications Training Officer (CTO) program including selection, certification, mentoring, evaluation, and remediation of CTO personnel.
5. Design, implement, and manage the center’s quality assurance (QA) program including routine call review, protocol compliance audits, performance scoring, trend analysis, and corrective action planning.
6. Coordinate targeted training and remediation based on QA findings, operations trends, and performance data.
7. Develop and deliver training using modern instructional methodologies including adult learning theory, scenario-based training, simulation exercises, blended learning models, and learning management systems.
8. Maintain complete and accurate training records, certifications, licensure, and compliance documentation for all personnel; ensure all mandatory training and recertifications are current.
9. Participate in selection, onboarding, evaluation, coaching, and professional development of Emergency Dispatch Center personnel; provide performance documentation and recommendations to administrative staff.
10. Prepare analytical, statistical, and performance reports related to training outcomes, QA trends, and professional development; provide technical and strategic recommendations to leadership.
11. Participate in the development, implementation, and revision of departmental policies, procedures, training manuals, and operational guidelines.
12. Coordinate training and operational readiness related to emergency management, disaster response, continuity of operations, and Emergency Operations Center activations.
13. Maintain training technology systems including learning management platforms, CAD training environments, simulation software, and testing systems.
14. Assist in the preparation and monitoring of operational budget requests including staffing, training, equipment, and technology needs.
15. Coordinate wellness, resilience, fatigue management, and critical incident stress education and training programs for staff.
16. Establish and maintain a comprehensive training and reference library; evaluate, acquire, store, and distribute instructional materials.
17. Provide frontline supervisory coverage of emergency communications operations as operationally required.
18. Collaborate with command staff, team leaders, and partner agencies on public education, community outreach, and interagency training initiatives.

Marginal Functions: 

1. Serve as training liaison between the Emergency Dispatch Center and external agencies, training institutions, and professional organizations.
2. Attend and participate in professional meetings, conferences, and training programs; remain current on emerging trends, technologies, and best practices in emergency communications training.
3. Perform related duties and responsibilities as required.

Knowledge: Principles and practices of instructional design, adult learning theory, training program development, and performance evaluation; operations of a multi-agency, multi-jurisdictional emergency communications center; modern emergency dispatch protocols; quality assurance methodologies; training technology systems; applicable federal, state, and local laws, codes, regulations, and professional standards.

Skills: Communicate clearly and concisely, both orally and in writing; analyze complex information and communicate instructional content effectively ro diverse learning audiences; maintain mental acuity necessary to make sound decisions and exercise professional judgement; maintain effective audio and visual perception to the degree necessary for the successful performance of assigned duties; maintain physical condition appropriate to the performance of assigned duties and responsibilities; make command-level decisions concerning training operations and emergency communications functions; supervise, organize, coach, and review the work of subordinate and assigned personnel; select, train, mentor, and evaluate staff and Communications Training Officers; interpret and explain City policies, procedures, and training standards; prepare clear, concise, and accurate instructional, analytical, and administrative reports; understand, process, and respond effectively to multiple sources of information, manage competing priorities, and maintain situational awareness in high-stress and dynamic environments.

Abilities: Develop, implement, manage, and evaluate comprehensive training and professional development programs; apply adult learning principles, instructional design methodologies, and modern teaching strategies; design and utilize scenario-based, simulation-based, and blended learning methods; analyze operational and performance data to identify training needs and trends; train, test, coach, and evaluate trainee and employee progress; maintain professional certification and qualification standards including APCO Communications Training Officer certification; maintain confidential and legally compliant training and performance records; operate all emergency communications equipment and training systems in a safe, efficient, and professional manner; establish and maintain effective working relationships with co-workers, supervisors, partner agencies, and members of the public.

Supervisory Controls: The supervisor provides general direction and assigns work in accordance with established policies, procedures, and operational priorities. The supervisor exercises independent judgement in the execution of assigned responsibilities and routinely reviews completed work for accuracy, compliance, effectiveness, and adherence to professional standards. Work is evaluated through observation, review of operational outcomes, performance metrics, and achievement of established objectives.

Guidelines: Guidelines include applicable federal and state laws, regulations, professional standards, and City and department policies and procedures. These guidelines require the exercise of judgment, discretion, interpretation, and adaptability in their application to training operations, emergency communications functions, and evolving operational requirements.

Complexity/Scope of Work: The work consists of varied and complex emergency communications, instructional, supervisory, and administrative responsibilities. The position requires the ability to respond calmly, decisively, and effectively to high-risk, high-stress emergency situations while managing multiple projects, deadlines, and competing priorities. The purpose of this position is to develop, implement, and manage comprehensive training and performance improvement programs that ensure personnel are prepared to answer emergency and non-emergency calls and dispatch appropriate responders. Successful performance directly contributes to the safety, effectiveness, and professionalism of emergency responders and the general public.

Contacts: Contacts are typically with co-workers; other department personnel; affiliated law enforcement, fire, emergency medical services, and emergency management personnel; City officials; and members of the general public. Contacts are made to exchange information, coordinate emergency response, resolve operational issues, provide guidance, and deliver professional public service.

Physical Demands/Work Environment: Work is performed primarily in an emergency communications center environment and includes extended exposure to computer screens, radio and telephone communications, and high noise levels from equipment. Essential and marginal functions require maintaining physical and mental condition necessary for prolonged sitting, continuous monitoring of multiple systems, rapid data entry, and sustained concentrated in a high-stress environment. The position may require working extended hours, rotating shifts, weekends, holidays, and emergency call back. 

Supervisory Responsibilities: This position provides functional supervision over assigned personnel during training activities and program implementation. Responsibilities include trainee oversight, CTO coordination, instructional supervision, performance documentation, and operational leadership as assigned. 

Experience: Three years of progressively responsible emergency communications experience, including a minimum of two years in a lead, training, or supervisory capacity within a multi-agency, multi-jurisdictional public safety communications center.

Education or Training: Equivalent to a bachelor's degree from an accredited college or university with major coursework in communications, law enforcement, public safety, emergency management, education, instructional design, or a related field; or a combination of education and experience to equal four years.

License or Certificate: Possession of, or ability to obtain and maintain, the following: 

• Appropriate, valid Emergency Medical Dispatch (EMD) certification
• Appropriate, valid APCO 40-hour Public Safety Telecommunicator certificate
• Appropriate, valid APCO Communications Training Officer (CTO) certification
• Valid NCIC Certification
• Valid Driver’s License
• American Heart Association CPR Certification