Communications Training Officer

ROLE SUMMARY

In addition to functioning as a Dispatcher, the Communications Training Officer (CTO) assists dispatch leadership and the communications department with training activities as directed. Training activities may include structured on-the-job training, classroom instruction, New Employee Orientation, and remedial training of communications staff. The CTO serves as a role model, teaches company and departmental policies, helps employees apply classroom concepts to live dispatch operations, and evaluates employee progress through the training program.

This is a Non-exempt/Hourly position.

REPORTING RELATIONSHIP

Reports directly to the Local Communications Center Leadership.

KEY RESPONSIBILITIES

Essential Functions / Primary Responsibilities

• Provide structured on-the-job training (OJT), classroom instruction, and New Employee Orientation as assigned.
• Serve as a role model by demonstrating professionalism, policy compliance, and best practices in dispatch operations.
• Teach dispatch employees departmental policies, procedures, protocols, and standards.
• Instruct employees on the proper application of classroom concepts to live dispatch operations.
• Observe, coach, and evaluate trainee performance throughout all phases of training.
• Complete daily trainee checkoffs documenting observed skills, tasks, and competencies.
• Complete weekly trainee evaluations summarizing performance trends, progress, strengths, and areas for improvement.
• Provide timely, constructive, and objective feedback to trainees.
• Identify performance deficiencies and recommend remedial training or additional support as needed.
• Communicate trainee progress, concerns, and recommendations to Communications Management.
• Assist with the continued development, review, and editing of training materials, including manuals, lesson plans, checklists, and evaluation tools, to ensure training content remains current, accurate, and consistent with departmental policies, protocols, and operational practices.
• Participate in training meetings, calibration sessions, and program improvement initiatives as directed.
• Maintain accurate, complete, and timely training documentation.
• Support quality assurance efforts related to training and performance improvement.
• Perform all Dispatcher duties and other duties as assigned.

REQUIRED QUALIFICATIONS

Minimum Qualifications

• Meets all Dispatcher position requirements.
• Current Emergency Medical Dispatch (EMD) certification required.
• Current AHA BLS certification or EMD equivalent required.
• High level of proficiency in documentation.
• High level of proficiency in the use of CAD, Avtec, Atlas, FR911, Phoenix terminals, and other peripheral programs used daily in the communications center.
• Knowledge of medical terminology required.
• Prior EMS, dispatch, teaching, coaching, or mentoring experience preferred.
• Consistent punctuality and ability to meet deadlines as assigned.

Knowledge, Skills, and Abilities

• High level of customer service orientation and professionalism.
• Strong verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to manage competing priorities in a fast-paced, high-volume environment.
• Ability to provide clear, objective, and constructive feedback.
• Ability to maintain confidentiality and exercise sound judgment when handling employee performance, training, operational, and patient-related information.
• Ability to effectively present information and respond to questions regarding patient care, operations, training, and customer service concerns.
• Ability to coach, motivate, and train employees effectively through professionalism, patience, and compassion.

PHYSICAL REQUIREMENTS

The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

The employee frequently:

• Ability to sit or stand for long periods of time.
• Ability to reach, push, pull, and use hands and fingers to operate computer, keyboard, mouse, radio, phone, and other dispatch equipment for extended periods.
• Ability to view graphic and text data on multiple computer screens for long periods of time.
• Ability to read, understand, and write reports, correspondence, and training documentation.
• Ability to hear, speak, and communicate clearly through telephone, radio, and in-person communications, with or without reasonable accommodation.
• Ability to remain alert, focused, and composed while performing duties in a fast-paced environment.