911 Training Manager

The 911 Training Manager position is responsible for providing initial and ongoing education for York County 911. The 911 Training Manager is responsible for establishing and maintaining training standards for all 911 operational positions. This position facilitates key learning processes in both the classroom setting and on-the job-training. The work for this position includes assessing the training curriculum and development of operational staff; determined the curriculum outlines; ensures all materials are available; and conducts and/or coordinates training courses. The incumbent will enhance staff professional development through innovative trainings. Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

Directs and manages the Training Department of York County 911. This position represents York County 911's positions, initiatives, and interests with a focus on the delivery of a world class 911 training curriculum. Supervises the work of Training Supervisors. Develops training programs in accordance with E911 Communications center requirements; including PEMA, FEMA, NENA, and APCO Training Program certification. Monitors training activities to ensure training needs are met. Identifies deficiencies in the training program taking the necessary actions to make appropriate changes. Works cohesively with the 911 Scheduler to develop and maintain current training matrix to include communicating any changes to the 911 scheduler and Shift Supervisors. Oversees and manages the Certified Training Officer program. This position ensures that training staff, including Training Supervisors and Communications Training Officers, are sufficiently knowledgeable and dynamic regarding training benchmarks. Implements initiatives, and achieves goals, objectives, and key performance benchmarks for the Training Department. Optimizes training performance by meeting or exceeding training and performance benchmarks. Works in partnership with other members of the senior leadership team, including the 911 Director, Deputy Directors, HR Manager, and Operations Managers to support a cohesive vision and direction for York County 911. Organizes and applies training standards, procedures, systems, and guidelines. Implements policies, programs, operating procedures, and practices for the Training Department and effectively manages operating costs. Ensures all budgets remain at or below established targets. Direct oversight of the development, distribution, and education of staff regarding 911 call take and dispatch procedures. Leads staff development initiatives that include training, development, and succession planning. Establish and maintain training standards for the 911 Supervisors, Staff, and Support Staff, as needed. As needed, instructs classes and conducts on-the-job training for Telecommunicator Trainees Ensures compliance and updates with all training requirements, ConEd, certifications, re-certifications and other mandated training for E911 Communications Center Coordinates monthly monthly training presentations to the E911 staff. Conducts quarterly training meetings with CTO's. Conducts semi-annual in-services with entire staff. Investigates complaints And address personnel matters as assigned Participates in evaluations and reviews of E911 dispatch probationary staff and makes recommendations, as needed. Develops, reviews, and maintains all training records for the E911 Communications Center, including updating any state and local systems. Assist with the preparation of an annual budget for the proper allocation of the County of York E911 Training budgets. Prepares, reviews, and maintains required PEMA reports for state mandates and continuing education courses, and prepares state training audits. Participates in the Quality Assurance/Quality Improvement Department Program, including but not limited to, issues that arise which may need to be addressed through individual training, or modifications in the training program. Provides input and assistance in project, policy, and procedure development within its area of responsibility. When requested, serves as a departmental liaison with York County public safety agencies, and other communications centers, on issues involving the E911 Center. Actively participates in the hiring process. Completes various projects as assigned.

Must possess a high school diploma or GED equivalent. Requires a minimum of five 5 years of professional work experience in a public safety communications center with at least two (2) years in a supervisory or training capacity. Experience as a Certified Training Officer (CTO) is preferred. Candidates with a combination of education and experience, which indicates knowledge, skills and abilities as listed may be considered for this position. Knowledge of 911 Center Operations including Call Taking, Law Enforcement Dispatch, Fire/EMS Dispatch, NCIC, and Minimum Training Standards for Public Safety Telecommunicators from the Association of Public Safety Communication Officials (APCO). York County 911 certification as a Call Taker, Police Dispatcher, and Fire/EMS Dispatcher. Must obtain and maintain CPR (Trainer), International Academy of Emergency Dispatch Emergency Telecommunicator Instructor, and any other certifications that are or become required.

Must be able to handle confidential information, disclosure of which is protected by law. Must be able to perform work that involves multiple priorities, numerous complex tasks, while maintaining transparency and providing consistent communication. Exhibit strong teamwork skills and must process co-workers' input, both positive and negative, in a professional manner. Employee must be able to adapt to an ever-changing work environment and must be able to talk out differences and express opinions with the staff.

Must be proficient in Microsoft Word, Excel, Outlook and able to create power points.

Ability to read, analyze, and interpret complex documents; ability to respond to questions, concerns, or complaints effectively. Ability to maintain composure during stressful situations. The incumbent must pass a York County background check. If you have any questions, please contact the county's Department of Human Resources at ychr@yorkcountypa.gov.