Learning & Development Operations Manager

REPORTS TO: Deputy Director, Executive Director

DIRECT REPORTS: 911 Emergency Communication Training Supervisor, Emergency Communication Specialist I, II.

FLSA STATUS: This position is exempt from the requirements of the Fair Labor Standards Act.

SUMMARY OF POSITION:
Under direct supervision of the Deputy Director, incumbent is responsible for the management of Call Takers and training for Operations Center staff. This position works closely with the Fire and Law Operations Managers and agency partners to evaluate performance and plan for continuous improvements.

As a key member of the Executive Management Team, this position has shared responsibility for the development, implementation and management of ADCOM’s strategic goals, service level priorities, department policies and organization development plans.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following statements are illustrative of the duties and responsibilities of the Learning and Development Operations Manager and do not list every duty that may be required of the employee for this position. Adcom911 retains the right to change the duties and responsibilities of the position at any time without notice.

• Shared management responsibility with the Law Enforcement and Fire Operation Managers for all 911 Emergency Communications Center personnel.
• Works directly with the Police and Fire Task Force to review performance, establish goals and objectives for continuous improvements. Responsible for implementation and performance of objectives set by the task force and Director/Deputy Director.
• Monitors and evaluates the efficiency and effectiveness of training practices; work methods; technology use and resource allocations to continually identify and implement process changes to improve delivery of call-taking services.
• Provides direct oversight of the Training Supervisor.
• Manages the Call Taker New Hire Training Academy program and develops improvements specific to call taking.
• Develops and delivers quality training programs for all 911 Emergency Communications Center personnel.
• Shared responsibility with the Law and Fire Operations Managers to provide quality monthly in-service training to the operations personnel.
• Required to maintain a Communication Training Officer (CTO) and Train the Trainer certification through APCO and assist with Call Taker training in the Academy and on the floor as needed.
• Required to maintain Call Taker proficiency to assist with training when necessary.
• Review quality assurance reviews to evaluate training needs and continued areas for improvement.
• Interpret and enforce ADCOM’s procedures, practices, policies, standards, and guidelines. Assists with formulating additional policies, procedures and practices.
• Formulate innovative learning strategies and oversee the authoring of original training content and materials. Ensure all training programs are compliant with industry standards and best practices and continue to meet training standards and accreditation requirements.
• Fosters an atmosphere of innovation to challenge the organization to think creatively, especially as it relates to positive citizen and customer experience opportunities.
• Develops goals, documents performance, provides performance feedback and formally evaluates the work of the employee; provides reward and recognition for proper and efficient performance. Assists staff to achieve performance standards and identifies opportunities for continual improvement to performance standards.
• Assists Training Supervisor with non-agency related training and tours as needed.
• Review call taking and training processes and procedures on a continual basis and make modifications, improvements, or changes to ensure optimum efficiency and effectiveness
• Manage the department’s initial entry-level applicant screening, selection, and onboarding, in partnership with HR, the Training Supervisor, and the Management Team.
• Work within an assigned budget.
• Perform other duties of a similar nature or level as assigned.

EDUCATION AND EXPERIENCE:
Minimum requirements at entry:
• High School diploma or G.E.D.
• Valid unrestricted Colorado Driver’s License.
• Must meet all requirements for Dispatch Supervisor
• A minimum of five (5) years dispatching experience, preferably in an environment of similar, or larger, operational scope and scale to that of ADCOM.
• A minimum of two (2) years’ work experience as a dispatch supervisor/manager, preferably in an environment of similar, or larger, operational scope and scale to that of ADCOM.

Preferred Education/Experience:
• A Strong background and knowledge of combined communications operations including Fire, EMS and Law dispatching.
• Experience working in a consolidated dispatch center.
• Bachelor’s degree in Fire Science, Public Administration, Business Administration, or similar field.
• ENP or RPL certification.
• Knowledge of the P25 radio System.
• Knowledge of NG911 systems and capabilities.

POSSESSION OF OR ABILITY TO OBTAIN THE FOLLOWING LICENSES AND CERTIFICATIONS:
• NIMS ICS Certifications 100, 200, 300, 400, 700, 800.
• Emergency Medical Dispatch (EMD) certification.
• CPR/First Aid certification.
• Association of Public Safety Communications Officials (APCO) Certified Training Officer and Certified Train the Trainer.
• Emergency dispatch quality assurance training.
• CJIS Compliancy must be obtained and maintained in good standing.

KNOWLEDGE:
Minimum requirements at entry:
• Principles, methods and practices of management and leadership processes.
• Operation, capabilities and uses of various types of equipment and specialty resources for both law and fire/EMS needs.
• Management of major/complex emergencies and disaster operations at the Incident Commander and Section Chief levels.
• National Incident Command System (NIMS) theory and practice.
• Labor relations and personnel management policies and procedures.
• Quality Assurance programs

SKILLS and ABILITIES:
Minimum requirements at entry:
Ability to effectively:

• Plan, manage, organize, and coordinate programs, resources and services;
• Establish and meet goals and objectives;
• Analyze, interpret and implement solutions to technical and administrative problems.
• Coordinate and initiate actions, implement decisions and recommendations.
• Select, train, coach, supervise, evaluate and discipline employees.
• Exercise effective judgment and leadership in day-to-day operations and emergency situations.
• Write and present clear, logical and concise reports and recommendations.
• Skilled in typing and keyboards
• Operate personal computer and business software applications including CAD, Microsoft Word, Outlook, PowerPoint and Excel.
• Establish and maintain effective relationships with the Director, Deputy Director, peers and subordinate employees, and member agency personnel.
• Communicate effectively with members of the public both verbally and in writing.
• Conduct comprehensive investigations into complex matters and summarize findings in clear, concise reports.

WORKING ENVIRONMENT:
Incumbent works primarily in an office setting and occasionally high-stress environment of emergency 911 dispatching.

PHYSICAL REQUIREMENTS:

Position typically requires extended periods of sitting, standing, light grasp, fine manipulation, talking, hearing, seeing and repetitive motions; occasionally requires periods of squatting, walking, twisting, bending, kneeling, climbing, balancing, firm grasp and reaching above shoulder.

Incumbents must also be capable of frequent lifting, carrying, pushing and pulling of up to ten (10) pounds to move materials and supplies; occasional lifting, pushing and pulling of up to twenty-five (25) pounds with equipment assistance.