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Training and Quality Assurance Program Manager (PSCC)

Employer
Metropolitan Washington Airports Authority
Location
Washington D.C
Salary
$62,971.00-$103,902.00
Closing date
Nov 8, 2020

Job Details

As the Training and Quality Assurance Program Manager, you will direct all training activities and develop and ensure quality assurance standards are met at the PSCC.

Training and Quality Assurance Program Manager (PSCC)

Serves in the Public Safety Communications Center (PSCC) of the Office of Public Safety, located at Ronald Reagan Washington National Airport.

Directly, and in coordination with other PSCC staff, plans, coordinates, implements, and directs all training programs for PSCC, ensuring both new and existing staff meet performance standards. Performs training needs analysis, and develops and maintains tracking of required certifications and training. Determines performance and quality assurance standards; evaluates staff against those standards. Performs related functions.

GENERAL RESPONSIBILITIES

Plans, coordinates, implements, and directs all training programs for PSCC staff, ensuring both new and existing staff meet performance standards.

Prepares, maintains, and updates training course content and materials; evaluates effectiveness and makes necessary changes to improve training protocols based upon training needs analysis, training outcomes, input from each training class and supervisor feedback.

Works with the Standards and Accreditation Program Manager to ensure training reflects existing, new, or changing SOPs. Keeps PSCC Manager and Operations Manager up to date and informed of training changes.

Develops and maintains a quality assurance action plan. Determines performance and quality assurance standards, frequency of case reviews, and evaluates staff against those standards.

Reads and evaluates daily and weekly observation reports completed by the training instructors; takes corrective action to improve the level of performance.

Reviews a set number of calls per ECT employee per month to ensure quality, accurate and timely responses; and advises PSCC Operations Manager of activities and issues needing attention.

Conducts random and special case reviews to measure compliance to standards. Coaches and provides feedback to ECT employees on case reviews and quality improvement plans.

In conjunction with other PSCC staff assigned as instructors, conducts internal new hire PSCC orientation; prepares, distributes and reviews new hire packets, training syllabus, and provides outline of all training steps.

Oversees and evaluates the daily operations of the training section to include, but not limited to, training sessions and in-class room training to include all aspects of CAD, mapping, VCIN, NIMS, Fire and Law Enforcement Radio Operations and procedures as well as other PSCC duties and responsibilities. Evaluates a wide variety of training sessions for both new hire and established PSCC employees.

Develops performance metrics and dashboards; performs analyses and identifies performance trends. Prepares reports for the Manager and Operations Manager.

Ensures that tests are administered that measure training progress; reviews test results with the trainees identifying areas of growth; establishes additional training as applicable.

Remains current in comprehensive training principles, procedures, and presentation techniques; researches and assess new training techniques and programs; coordinates training resources and provides updates to materials as needed.

Performs training-related administrative tasks, such as developing and maintaining training databases, tracking and maintaining training hours and required certifications for each employee, and maintaining certificates and recertification information for employees.

Engages in emergency communications duties as workload and training schedules dictate.

Provides testimony in court.

Attends in-service, mandatory, basic, advanced, and specialized training to acquire and maintain skills.

May represent PSCC management in meetings as subject matter experts.

Performs other duties as assigned.

QUALIFICATIONS

A bachelor's degree in any field and five years of experience as a Certified Public Safety Communications Training Instructor.

OR

A high school diploma or a Certificate of General Educational Development (GED) and six years of experience as a Certified Public Safety Communications Training Instructor.

Included in the experience must be two years of experience administering a Public Safety Communications Center Quality Assurance Program.

Knowledge of and ability to apply adult learning principles and instructional design techniques to design, deliver, and supervise training of ECTs.

Knowledge of data management and recording systems and ability to identify, find, and extract specific information.

Ability to prepare accurate and comprehensive reports, metrics, and dashboards.

Ability to prepare and maintain accurate records and reports.

Ability to follow public safety and emergency dispatch functions, policies, and procedures.

Be able to:

obtain certification as a VCIN Operator or obtain or recertify VCIN Operator certification within 3 months of hire, promotion, or placement in the job.

pass a comprehensive medical examination including drug screening and vision;

pass an online, computer-administered skills and ability test; and

pass a psychological examination.

Knowledge of and skill in the use of a variety of public safety communications equipment to take and record calls and dispatch police, fire, and EMS units.

Ability to speak and write in English effectively, including using appropriate and effective tone of voice and other speech characteristics to give clear instructions.

Ability to make detailed analyses of data and information and make recommendations.

Skill in using a computer and modern office suite software, with emphasis on computer-aided dispatch systems and public safety databases.

PREFERRED QUALIFICATIONS

National Incident Management System (NIMS) 100, 200, 300, 400 and 700 Series Police/Fire training from the Federal Emergency Management Agency Emergency Management Institute.

Certification in cardiopulmonary resuscitation (CPR) from the American Heart Association (AHA) or equivalent.

Certification in Automated External Defibrillation (AED) from the American Heart Association (AHA).

Certification in Emergency Medical Dispatching per the National Highway Traffic Safety Administration (NHTSA) National Standard Curriculum or an equivalent certification.

APCO Registered Public Safety Leader or NENA certified Emergency Number Professional.

CERTIFICATIONS AND LICENSES REQUIRED

A state driver's license in good standing.

Certification as a Communications Training Officer (CTO) Instructor from the Association of Public-Safety Communications Officials (APCO) International, or an equivalent certification.

Certification as a National Crime Information Center (NCIC) and Virginia Criminal Information Network (VCIN) Operator within 3 months of hire, promotion, or placement in the job.

Ability to successfully complete the On-the-Job training within 520 hours.

NECESSARY SPECIAL FACTORS

May be required to work rotating shifts, weekends, and holidays and during periods of inclement weather.

May be subject to hold over or recall on a 24-hour basis for essential services and emergencies.

Will be required to report to the PSCC when the Emergency Operations Center is activated.

Communicates verbally and in writing and with first responders via radio communications in a high paced environment.

May experience job pressure from accountability for 24-hour operations, and multiple incoming/outgoing calls and communications during peak periods or emergencies.

Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.

#WP

A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.

Company

The Metropolitan Washington Airports Authority operates a two-airport system that provides domestic and international air service for the mid-Atlantic region. The organization consists of approximately 1,700 employees in a structure that includes central administration, airports management, and police and fire departments. In addition to operating Ronald Reagan Washington National and Washington Dulles International Airports, the Airports Authority is responsible for capital improvements at both airports and management of the Dulles Toll Road.

 

Company info
Website
Location
Washington
D.C. Metro
United States

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