County of York
June 3, 2021
York, Pennsylvania
Contact Name


Position Summary

Assist the Training/QA Manager with planning, implementing and overseeing the Department of Emergency Services - E911 Training Program.  Supervision is exercised over subordinate personnel.

Essential Duties and Responsibilities


  • Assists with monitoring training activities and maintaining certifications of both new and experienced staff
  • Ensures compliance with all training requirements and other mandated training for an E911 communications center in the Commonwealth
  • Review Daily Observation Reports submitted by Training Officers for new employees and make adjustments in training or coaching technique to provide for the highest expectation of success
  • Work with Operations Managers and Shift Supervisors to schedule on-the-job training, both for new employees as well as for existing employees
  • Conduct new employee training classes presenting the required material in a manner easily understood and in an interactive manner for multi-generational adult learners
  • Supervise on-the-job training conducted by subordinate training officers for all communications staff
  • Identifies deficiencies and recommends improvements for the training program policies and/or procedures and communicates them to the Training/QA Manager
  • Recruits, teaches and mentors Training Officers on the best techniques to effectively train new and experienced staff
  • Implements remedial training plans at the request of the Training/QA Manager or Operations Manager
  • Participate in evaluations and reviews of E911 dispatch staff
  • Complete 24 hours of continuing education annually and attend training opportunities to improve knowledge base, skills, and abilities
  • Perform dispatching duties on a regular basis to stay current and familiar with equipment, policies and procedures
  • Conduct monthly one on ones with assigned subordinate Training Officers
  • Assist with conducting monthly training presentation and continuing education to the E911 dispatch staff
  • Other duties as assigned


Essential Requirements


  • High School diploma or equivalent required.  Requires a minimum of 3 years of call taking/dispatcher experience in a 911 center that also serves to dispatch for police, fire, and EMS agencies and/or 3 years of active Certified Training Officer (CTO) experience, or a combination of education and supervisory experience which indicates knowledge, skills and abilities listed.
  • Must acquire, and once acquired, maintain CLEAN, CPR, ETC-I, PEMA, EMD/EFD/EPD, and CTO certifications within 6 months.
  • Must acquire skills to be able to work all dispatch positions competently and when needed
  • Handles confidential information, disclosure of which is protected by law
  • Must demonstrate strong teamwork skills
  • Ability to speak well and present new information in front of large groups
  • Sound knowledge of all emergency service agencies, communications consoles, radio receivers, transmitters, encoders, decoders, MDC system, Recorder and other equipment required in a modern public safety communications center
  • Must learn to extract reports and proficiently use Vesta Call Handling Equipment, Tyler-New World Computer Aided Dispatch, Telephone Device for the Deaf, audio recorder, and other data resources as required
  • Ability to read, analyze, and interpret complex documents; ability to respond to questions, concerns, or complaints effectively orally or in writing; ability to make effective presentations to the public, management, trainees, and field responders
  • Ability to make good and quick decisions and dealing with complex problems and issues
  • The incumbent must pass a York County background check
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