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Training and QA Manager



Contact Information


2600 N. Mannheim Rd
Franklin Park, IL 60131

Phone Number:

  • 630-832-2000

Position Information

Application Deadline:

  • 04/15/19


  • $75,000 +/- DOQ

Position Details

NORCOMM Public Safety Communications, Inc. (NORCOMM 9-1-1) located in Franklin Park, Illinois, seeks a highly qualified and motivated person for the position of Training and QA Manager.

Starting salary $75,000 +/- DOQ

The Training / QA Coordinator is responsible for coordination of three key programs:

  • Dispatcher training program; 
  • Agency In-Service trainings; and 
  • Emergency Medical Dispatch (EMD) compliance and quality assurance program, which includes conducting daily call review and reporting and facilitation of future accreditation and recertification processes. 

The Training /QA Coordinator plans and designs program elements; assists in the development of directives, procedures and goals; organizes and facilitates program activities and program evaluation and quality assurance elements.

Key Tasks and Duties

  • Coordinates and oversees program activities relating to new and continuing Dispatcher Training and the Communications Training Officer (CTO) program; assists in selecting, training, motivating and evaluating CTOs or other trainers /speakers.
  • Collaborates with and assists Communications Training Officers (CTOs) in the review, development, maintenance and implementation of Dispatcher training standards and materials, including creating and updating of new hire courses and materials; CTO manuals; Daily Observation Report formats, benchmarks and standard evaluation guidelines.
  • Facilitates and/or coordinates Dispatcher orientation, academy and training. Coordinates CTO schedules and trainee assignments.
  • Reviews the Daily Observation Reports (DORs) and other evaluation reports or feedback provided by CTOs to trainees.
  • Looks for trends or patterns in trainee progress. Serves as a ‘sounding board’ for and provides feedback to CTOs and the Operations Group in identifying, recommending and implementing adjustments to the training programs for individual trainees, including remedial training plans and/or expedited training processes.
  • Coordinates, participates in and facilitates CTO meetings, attends Medical Dispatch Review and QA meetings, Supervisor and Team meetings. Helps establish program goals, objectives, and priorities. Makes recommendations on training topics, speakers and other related items.
  • Serves as administrative resource for CTOs and the Operations Manager in development, research and collection of new or updated training ideas, methods and resources.
  • Serve as a liaison for trainees and CTOs and among Dispatch Supervisors, staff, and management on training programs and activities.
  • Maintains and updates Agency training files. Ensures training records and certifications are recorded electronically and included in training files. Collaborates with assigned CTOs to ensure timely completion and acquisition of required training and certification.
  • Schedules Agency In-Service trainings, schedule and confirm trainer / speaker participation, scheduling training rooms and resources (i.e. audio-visual equipment, flip charts, and PowerPoint projector), finalizing and distributing agendas and hand-outs to participants.
  • Facilitate and administer the APCO P33 and CALEA Certification processes. Assists the EMD Coordinator in training and certification. Distribute the recertification tests to employees, submit appropriate documentation for IAED review.
  • Coordinates with the EMD Coordinator on the 9-1-1 Emergency Medical Dispatch program that ensures efficient and effective emergency medical dispatch and maintains a goal of Agency accreditation by the International Academy of Emergency Dispatch (IAED).
  • Provides timely EMD case review, data evaluation and feedback to Dispatch staff, Dispatch Supervisors, management and the Medical Program Director and/or IAED as required
  • Provides and/or coordinates in-house EMD certification for 9-1-1 dispatchers in conjunction with the EMD coordinator. Also works with the EMD Coordinator to facilitate continuing EMD education to meet IAED/Medical Control recertification requirements. • Coordinates and oversees a Dispatcher Mentoring Program.
  • Represents NORCOMM on committees or at meetings, as necessary. Provides information and assistance to other departments, outside agencies, and the public.
  • Prepares reports on program performance, needs, services, information and demographic data. Contributes to and ensures the evaluation of program performance.
  • Coordinates activities with other related departments or agencies. Facilitates resolution to significant or controversial program issues.
  • Participates as assigned in EOC activations, exercises, drills and other events related to Agency response to local, regional, statewide or national disasters or emergency response.
  • Oversees training for the NORCOMM TERT and Tactical Dispatch teams. Qualifications • Principles and practices of program coordination and facilitation, including planning, scheduling, monitoring, problem solving, research, record keeping and evaluations. • Principles and practices of all facets of adult education and training; emergency services terminology, practices and standards.
  • Modern administrative methods and procedures, correspondence and report preparation
  • Application and interpretation of Agency directives and procedures as well as local, state and federal laws and regulations, and industry trends and best practices

Ability to:

  • Effectively plan, organize, coordinate, carry out and evaluate assigned program goals and objectives; coordinate and evaluate the work of program participants including CTOs, Agency trainers / speakers and similar
  • Organize and accomplish program goals and objectives, including delegation of program tasks and responsibilities as appropriate
  • Interpret and effectively apply related laws, regulations, policies and procedures • Apply effective time management, critical thinking, problem solving and collaborative approaches to improving program services; analyze situations thoroughly, identify potential problems, find and implement effective solutions
  • Establish and maintain positive and professional working relationships with managers, coworkers, other governmental jurisdictions, client agencies and field personnel.
  • Effectively communicate and express ideas both orally and in writing.
  • Apply appropriate independent initiative, discretion, judgment and organizational skills to a variety of projects, assignments and situations.
  • Understand and execute complex oral and written instructions; apply available guidelines, policies or procedures in diverse situations.
  • Prepare and present written correspondence, reports and materials in clear, correct and comprehensible terms from general notes and concepts.

Experience and Education

Any equivalent combination of education and experience that provides the applicant with the knowledge, skills and ability required to successfully perform the job will be considered. A typical way to obtain the knowledge and abilities would be:

  • Three to four (3–4) years of progressively responsible experience in adult training or education (including Communications Training Officer experience) or related coordination and facilitation of training / quality assurance programs; – or –
  • Bachelor’s degree in communications, education, public safety/health or a closely related field may substitute for some of the required experience
  • Public Safety Dispatching, Call-Taking and Emergency Medical Dispatch experience, knowledge and familiarity are essential.
  • The successful candidate will obtain an APCO RPL and/or NENA ENP certification within 2 years of accepting the position.

Work Environment (Essential functions)

Work is performed primarily in an office setting, with very limited travel to and from local and regional trainings, meetings, and conferences or similar. Incumbent works with personal computers, telephones, and other general office equipment that require detailed dexterity. Work involves moderately extensive keyboarding and manual dexterity, and also entails reaching, stretching, and lifting of office supplies and program equipment, such as paper, binders, files, phone sets, pamphlets, brochures, and display boards.

Applications may be obtained and completed online at the link below:

Questions may be directed to our Human Resources Department at 630-832-2000.

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