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911 Training Manager - Northampton County 911 Center

The 911 Training Manager position is responsible for providing initial and ongoing education for the public safety answering point (PSAP) for Northampton County. 

This position reports directly to the Deputy Director for 911 Operations.
This position is responsible for supervision over the following classifications: Dispatch Shift Supervisor and Telecommunicator during training. May directly supervise Dispatch Shift Supervisor and Telecommunicator positions in conjunction with the Deputy Director for 911 Operations, Quality Assurance Manager for 911, and the Operations Manager for 911.

Trains and certifies new public safety answering point (PSAP) staff as call takers and Telecommunicators.

Provides training in the operation of Call Handling Equipment (CHE).

Provides training and certification for the Public Safety Suite products utilized by Northampton County.

Provides training with Computer Aided Dispatch (CAD) products to support the CAD system.

Provides training with PSAP equipment used for dispatching.

Oversees and manages the PSAP Certified Training Officer program.

Coordinates with local PSAPs to recruit Public Safety Telecommunicators (PSTs).

Prepares, maintains, and submits required PEMA reports for state mandated and continuing education courses, and prepares state audits.

Coordinates with management to establish a set of Quality Assurance/Quality Improvement (QAQI) metrics within Association of Public-Safety Communications Officials/National Emergency Number Association (APCO/NENA) American National Standards Institute (ANSI) standards.

Provides professional growth and continuing education courses for the PSAP.

Responsible for training new employees, conducting in-service training, and all required training certifications as assigned.

Responsible for tracking Certification Dates for all personnel.

Participates in the Quality Assurance Program, including but not limited to, issues that arise which may need to be addressed through individual training, or modifications to the training program as a whole.

Assists with all accreditation programs, including but not limited to, Commission on Accreditation of Law Enforcement Agencies (CALEA), and Fire/Police/EMS accreditation programs.

Assists the Deputy Director of 911 Operations with general budgetary matters, and the daily budgetary process including the preparation, maintenance, and execution of records on budget transfers, and other documentation.

Provides input and assistance to the Deputy Director of 911 Operations in project and policy development within its area of responsibility.

Responsible for compliance with National Crime Information Center (NCIC) and Commonwealth Law Enforcement Assistance Network (CLEAN) regulations and training.

Assists in the hiring and onboarding process for new employees.

Assists in the personnel evaluation program.

Assists with Call-Incident Reviews as assigned.

Assists with general office management.

Functions on floor as Dispatch Shift Supervisor and/or Telecommunicator, as needed.

As assigned, may serve in the absence of the Deputy Director for 911 Operations, Operations Manager for 911, and Quality Assurance Manager for 911.

Performs functions of the Operations Manager for 911 and Quality Assurance Manager, as assigned.

Responds for major public safety incidents on a 24 hour basis, and is on call for assigned shift, as needed.

Must be available 24 hours a day, 7 days a week for emergencies, as needed. Works non-business hours during drills, training, exercises, non-emergency events, and emergency events. Will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Serves as Emergency Operations Center (EOC) Staff and may respond to incidents outside of the PSAP or EOC for planned and events and emergencies, as needed.

*An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.


EDUCATION & EXPERIENCE – Bachelor’s degree in Communications, Emergency Management, or Public Safety. Note: full time, professional work experience in communications, emergency management, or public safety which includes basic experience of operational and reporting methods, techniques, and standards may be substituted for the education requirement on a year for year basis; AND

At least five (5) years of full time, professional work experience in a public safety or communications center, at least two (2) years of which in a supervisory capacity; AND

Experience as a Certified Training Officer (CTO) preferred; AND

Employee assigned to this title will be required to possess and maintain a valid and current motor vehicle operator’s license. Must have an acceptable driving record.

CERTIFICATON/LICENSE – Public Safety certifications preferred, but not required: Act 2, Act 120, National/State fire academy, EMT, Paramedic, Supervisor Pennsylvania Emergency Management Agency (PEMA) certification, Basic PEMA certification, Emergency Dispatch Quality Assurance (ED-Q) certification from the Internal Academy of Emergency Dispatch, and/or Association of Public-Safety Communications Officials (APCO) Instructor Certification.

OTHER REQUIREMENTS – Employee assigned to this title will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Must be available to attend evening meetings of public safety agency organizations. May be required to travel to attend off-site meetings. 

Must successfully complete criminal history investigation in accordance with departmental policy.

Thorough knowledge of the standard operating procedures (SOP) and the goals and administrative policies for the 911 Operations Center.

Familiarity with the duties of all other dispatch and administrative staff positions at the Northampton County 911 Operations Center.

Ability to effectively communicate verbally and in writing. Clear speech with good (corrected) vision and hearing. Ability to discern color images on a video monitor.

Ability to read, write, speak, understand and communicate in English to perform the duties of this position. Bilingual capabilities are a plus.

Extensive knowledge of Public Safety Communications operations and procedures.

Knowledge of the specialized software used to answer and process emergency calls for service related to law enforcement, fire, and emergency medical operations.

Knowledge of supervisory practices including classroom management.

Effective time management skills, and ability to work independently.

Ability to assess training needs, organize course content, and coordinate courses at various locations involving multiple outside resources.

Possession and maintenance of requisite certifications related to public safety communications or education.

Ability to effectively instruct a group of students in a classroom setting of various sizes and demographics.

Ability to logically organize tasks and records.

Ability to maintain and track certification records for personnel.

Ability to sit and stand for extended periods of time.

Ability to use normal office productivity software as well as any specialized software programs that may be in use.

Ability to work a flexible schedule, including evenings and weekends, to support the needs of the PSAPs. Ability to attend quarterly PEMA meetings, and 911 industry and professional conferences as needed.

Ability to network and plan with area emergency communication centers to provide cost effective training by coordinating training programs and resources.

Telephone, personal computer (including word processing and spreadsheet software), calculator, writing implements, fax machine, copy machine, paper shredder, and communications equipment.

While performing the duties of this job, the employee is frequently required to walk, sit, talk or hear.  

The employee must occasionally lift and/or move up to twenty-five (25) pounds.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

The noise level in the work environment is usually quiet.

Formal application, rating of education and experience, interview, and reference check as well as job related tests may be required. 

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

PAY GRADE:            CS/GR26

Created January 2024