911 Training and Protocols Supervisor - Luzerne County, PA : Job Details

THIS WILL REMAIN OPEN UNTIL FILLED.

Summary: The 9-1-1 Training and Protocols Supervisor, under the direction of the Quality Assurance and Training Coordinator, will provide and schedule all necessary training and certifications for new and existing employees of the Luzerne County 9-1-1 Center. The 9-1-1 Training and Protocols Supervisor is responsible for maintaining up to date training manuals, tests and training material associated with Luzerne County 9-1-1. This individual will assist with Quality Assurance Reviews, the development of directives or SOP's, and maintains all dispatch protocols associated with outside agencies.

Reporting Authority: Quality Assurance and Training Coordinator; PSAP Manager; 9-1-1 Executive DirectorEssential Duties and Responsibilities:

* Coordinates and oversees program activities relating to new telecommunicator training program

* Selection and monitoring of mentors for new telecommunicators. Collaborates with these mentors in the review, maintenance and implementation of new telecommunicator standards and materials, including creating and updating of new hire courses and materials; Daily Observation Report formats; and standard evaluation guidelines.

* Facilitates and/or coordinates new telecommunicator orientation and training.

* Coordinates new telecommunicator's assignment with mentor schedules.

* Identifies trends or patterns in trainee progress. Serves as sounding board for and provides feedback to PSAP and QA Managers in identifying, recommending and implementing adjustments to the training programs for individual trainees, including remedial training plans.

* Serves as liaison for trainees and mentors

* Maintains and updates training files.

* Ensures training records and certifications are recorded and included in training files.

* Collaborates with trainees and telecommunicators to ensure timely completion and acquisition of required training and certification.

* Schedules agency In-Service/ Con-Ed trainings, schedules training room and resources, finalizes and distributes agendas and hand-outs to participants.

* Coordinates the Emergency Medical Dispatch Program that ensures effective and efficient emergency medical dispatch and maintains agency accreditation by a nationally recognized company.

* Provides and/or coordinates EMD certification or re-certification for telecommunicators.

* Performs quality assurance evaluations on telecommunicators on call-taking and dispatching.

* Reviews and approves all protocols received from outside agencies associated with the dispatch of units.

* Maintains all contract information, protocols and emergency procedures associated with the Luzerne County 9-1-1 Dashboard.

* Maintains files on all protocol changes and updates.

* Maintains and updates all information to school violence and evacuation procedures pertaining to the different schools located in the Luzerne County 9-1-1 coverage.

* Attend meetings of the Luzerne County Safe School Committee.

* Conduct Tours for emergency agencies and organizations

* Order appropriate dispatch equipment (headset, splitter, mute button, etc.)

Knowledge of:

* Comprehensive knowledge of a 24 hour emergency center

* 9-1-1 call-taking and dispatching procedures

* Instructor guidelines

* Supervisory methods and techniques

* Principles and processes for providing customer services

* Departmental rules and regulations.

* Luzerne County Emergency Service Agencies.

* Computer applications as related to emergency services call-taking and dispatching.

* 9-1-1 Radio Communications System and the use of Public Safety Radio Protocols.

* Daily operations within a PSAP setting.

Skills in:

* Effective interpersonal and coaching skills.

* Effective communication skills, including oral, written and electronically.

* Excellent organizational skills.

* Effective customer relations at all times.

* Microsoft Word, Excel, Publisher, Power Point and Adobe

Ability to:

* Use logic and reasoning to analyze, understand and evaluate complex situations

* Establish and implement effective administrative programs and procedures

* Handle a variety of human resources issues with tact and diplomacy and in a confidential manner

* Organize and maintain records, documentation and confidential information as needed.

* Communicate with the public, employees and outside agencies in a professional manner.

* Understand and follow moderately complex oral and written instructions

* Communicate and express ideas effectively, both orally and in writing.

* Establish multiple priorities and independently manage projects with limited supervision.

* Handle confidential data discreetly, disclosure of which is protected by law.

* Provide guidance to Telecommunicators as needed.

* Perform all other related duties as assigned.

Additional Requirements:

* Requires a comprehensive background investigation to include a local, state and federal criminal history check

* Requires satisfactory results from a pre-employment alcohol/substance testing and is subject to random alcohol and controlled substance testing

* Required to obtain and maintain all certifications as a condition of employment

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by a person assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required to perform in this positionMinimum Qualifications:

* Education equivalent to the completion of twelfth grade supplemented by minimum 5 years training in Public Safety call-taking and dispatching.

* 3 years of emergency services dispatching / call-taking experience.

* 2 years of Supervisory or administrative capacity

* 2 years of emergency medical dispatch experience.

* Applicable APCO Instructor Certifications

* First Aid/CPR/AED Instructor Certification

The county of Luzerne is an EEO/ADA employer