training coordinator - Lynchburg, VA

Description · The Training Coordinator (TC) is responsible for the development, delivery, and oversight of all new hire training programs within the 911 Dispatch Center. This position ensures newly hired Emergency Communications Operators (ECOs) and tenured staff receive high-qua ...

Job description

Description

The Training Coordinator (TC) is responsible for the development, delivery, and oversight of all new hire training programs within the 911 Dispatch Center. This position ensures newly hired Emergency Communications Operators (ECOs) and tenured staff receive high-quality instruction that aligns with state and national standards. The TC serves as a bridge between classroom instruction and real-time operations, providing guidance, evaluation, and support to ensure trainees meet performance expectations and are prepared for the demands of the Communications Room.

Essential Duties

Training Program Development

• Design, implement, and maintain training programs for new hires and experienced staff.
• Develop training modules for call-taking, CAD usage, emergency protocols, and operational procedures.
• Ensure all training materials comply with APCO, NENA, CJIS, and departmental standards.
• Evaluate program effectiveness and recommend improvements based on feedback and performance outcomes.

Entry-Level Training for New Hires

• Facilitate all entry-level training for newly hired ECOs to prepare them for Communications Training Officer (CTO) assignment.
• Implement daily and weekly scheduled training sessions according to the approved curriculum.
• Provide daily and weekly progress reports, including observation notes and performance evaluations.
• Coordinate ride-alongs with the Lynchburg Police Department (LPD) and Lynchburg Fire Department (LFD).
• Conduct ECC ride-alongs to familiarize trainees with major roadways, intersections, bridges, and city boundaries.

Transition to Communications Room Training

• Schedule "live" observation shifts during various peak call-volume hours prior to trainee transition.
• Work with trainees during observation shifts to apply classroom knowledge in real-time scenarios.
• Review trainee progress with supervisors and assigned CTOs before moving them into the Communications Room training phase.
• Conduct bi-weekly check-ins with CTOs to assess trainee progress and coordinate supplemental or remedial training if needed.

Training Delivery and Support

• Conduct classroom instruction, hands-on simulations, and scenario-based training for new and existing staff.
• Ensure training responsibilities remain a priority and are not hindered by administrative duties.
• Coordinate accommodations for outside area trainings and conferences

Evaluation and Performance Monitoring

• Track and evaluate trainee progress through assessments, Daily Observation Reports (DORs), and performance reviews.
• Oversee the Field Training Officer (FTO) program, including adding and removing trainees as required.
• Maintain accurate documentation of all training activities and certifications.
• Identify training gaps and implement corrective action through remedial instruction.

Policy, Compliance, and Technology Alignment

• Update training materials in response to departmental policy changes or technology updates.
• Create, update, and maintain all ECC training
• Provide instruction on phone, CAD, and GIS systems, ensuring staff remain proficient with current technology.

Mentorship and Outreach

• Coordinate the mentor program by assigning mentors to trainees and scheduling initial meetings within the first week of hire.
• Collaborate with the Professional Development and Training (P&T) Supervisor on public outreach and educational programs to inform the community about 911 operations as long as there are no trainees in the training lab.

Administrative Responsibilities

• Maintain training schedules, logs, and official records.
• Coordinate with supervisors and external training organizations when necessary.
• Prepare trainee transition reports for progression into operational shifts.

Quality Assurance and Continuous Improvement

• Support Quality Assurance (QA) initiatives through call reviews and feedback analysis.
• Recommend improvements based on performance metrics, trainee outcomes, and staff feedback.

Operational Proficiency and Support

• Provide staffing support in the Communications Room when available outside of training responsibilities.
• Remain proficient as an ECO by completing a minimum of 16 hours per month in the Communications Room. Hours should ideally be spread weekly but may be adjusted based on scheduling needs.

Supervision

• Supervise and mentor all newly hired Emergency Communications Officers through the successful completion of their training program.
• Manage assigned personnel, including daily performance, conduct, scheduling, and professional development.
• Maintain all required supervisory documentation accurately, completely, and in accordance with departmental policy.

Minimum Education and Experience Required

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A minimum of three years' experience as an Emergency Communications Operator or equivalent is required.
• Strong knowledge of APCO, NENA, CJIS, and departmental training standards.
• Demonstrated ability to design and deliver instructional programs.
• Prior experience providing formal or on-the-job training to Emergency Communications Operators/911 dispatchers is required.
• Excellent communication, organizational, and documentation skills.
• Ability to evaluate trainee performance objectively and provide constructive feedback.
• Must maintain all required certifications and training credentials, such as Emergency Telecommunicator Certification (ETC), Emergency Medical Dispatch (EMD), Certified Training Officer (CTO), Cardiopulmonary Resuscitation, General Instructor Course, National Crime Information Center (NCIC)/Virginia Criminal Information Network (VCIN) Certification.
• Must be able to work outside of "normal business hours."

Additional Requirements

Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. May also be required to complete higher levels of NIMS training as determined appropriate for the position.