Description
Application window closes on 6/15/26 @ 4pm PST
The City of Spokane is hiring an Emergency Communications Training & Quality Manager for the new SUN911 department. This position will direct, manage, and coordinate training and quality assurance programs for Emergency Communications.
EXAMPLES OF JOB FUNCTIONS
This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.
Program management responsibility for Emergency Communications training and quality programs. Develop, implement, evaluate, and oversee ongoing related programs.
Hires, manages, and mentors training and quality assurance staff. Recommends inclusion or removal of mentors from the mentor program as new hires move to independent call taking.
Develop, implement, evaluate, and maintain a new hire training and mentor program that prepares new hires for success.
Coordinate with Human Resources for disciplinary actions to include termination of new hire employees who do not successfully complete training.
Establish policies and procedures in accordance with applicable laws, and industry best practices.
Conduct quality assurance audits on calls, chats, and systems. Ensuring compliance with policies, and guidelines, and best practices.
Review work conducted by Spokane 911 team by engaging in day-to-day operations of the department.
Conducts needs assessments to identify training needs and create ongoing training. Implementing and evaluating training effectiveness.
Track and analyze call data, training records and audit outputs. Identifying trends in issues that impact outcomes and mitigating issues.
Works with operations to schedule ongoing training for existing staff. Coordinates outside trainings as necessary.
Develop staffing through training, coaching, and mentoring to improve outcomes.
Provides input and manages training and quality budgets.
Participates in public education programs.
Performs related work as required.
Requirements
MINIMUM QUALIFICATIONS
- Education: A bachelor’s degree from an accredited four-year college or university with major course work in business administration, public administration, operations management, psychology, communications or a closely related field; and
- Experience: Two years of call center training and quality management experience OR four years of training and quality experience with a public safety agency with supervisory responsibility.
- Equivalency: We may accept different combinations of education and experience. We welcome job seekers with relevant backgrounds to apply.
Background Check: All applicants are subject to a thorough background investigation, including but not limited to criminal history and pre-employment drug screening.
Licenses and Certifications:
Individuals in this classification must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Safety Telecommunicator certification, Emergency Dispatch certification, ED-Q certification, and ACCESS II certification. Note: Certification and training is paid for by the City of Spokane.
Please click "apply" to view the Civil Service examination details on the official job posting.
BENEFITS
- Medical
- Dental
- Vision
- Life Insurance
- Long-Term Disability Insurance
- Flexible Spending Account
- AFLAC
- Defined Benefit Pension Plan
- Deferred Compensation
- Legal Shield/ID Shield
- Pet Insurance
- Voluntary Term Life Insurance
We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status or disability status. As a Fair Chance employer, City of Spokane does not conduct initial background screening for non-public safety positions.
