Job Information
City Of Minneapolis-Human Resources 911 Training and Quality Assurance Manager in Minneapolis, Minnesota
Position Description This position is restricted to current city employees of the Minneapolis Emergency Communications Center. This position manages and conducts training for MECC/911 staff, both new and continued, and is the main point of contact for hiring, setting up requisitions, screening, interviewing, and final recommendations on new hires. It monitors staff compliance and prepares subsequent training within the 911 Industry best practices, department policies, and legal mandates. It also develops and oversees quality assurance standards, ensures these practices are shared equally, maintains compliance, and supports equal service for stakeholders. Job Duties and Responsibilities Coordinating all department hiring processes, from requisition to onboarding and training 911 staff at all levels, excluding managers. Supervise direct report of Training and QA Specialist and potential continuous supervision of class hires. Research, interpret, and evaluate Federal, State, and local mandates related to training to ensure proper adherence and best practices are being followed. Write policy changes and make recommendations to the Director for implementation. Develop and update training programs based on current regulations and policies. Delivering initial and updated training materials in a classroom setting to all new and promotional MECC employees. Implement in-person or virtual training required to meet compliance standards for current MECC staff, including management team training. Develop and deliver training programs, instructions, and presentations to other City departments on equipment use and understanding of MECC operations policies. Establish quantitative and qualitative indicators for training program success, assess program performance, and recommend appropriate improvements. Generate and update Quality Assurance programs based on national standards, policies, and State, Local, and Federal mandates. 1Oversee assignments to supervisors for random Quality Assurance evaluations. Track and work with operations managers to ensure the delivery to individuals is being met promptly. Train supervisors to ensure that the same standard is being used when evaluating. Track statistics and analyze data to ensure the best service standards are being met in MECC. Meet with supervisors, evaluate statistics, and adjust when quality assurance standards are not adhered to. Investigate, interview, review assessment tools, and work with the management team to determine validity and coaching on complaints by internal and external customers. Advise all involved parties of the outcome and further training if needed. Be the primary point of contact for reintegration training for returning employees. Develop Performance Improvement Plans and remedial training and ensure goals are being achieved. Recommend to the Director if goals are not achieved, if they can be achieved, or if termination or probationary release is warranted. Working Conditions: Regular office environment. Required Qualifications Minimum Education: Associate's Degree in Business; Criminal Justice, Human Resources, or related field or equivalent. Minimum Experience: Five years of progressive experience in an emergency dispatch call center or equivalent. Equivalency: An equivalent combination of education and highly related experience in a similar environment may be considered. Licenses/Certifications: FEMA 100,200, 300, 400,700, 800: Certification as a communications training officer, ability to obtain and maintain CJIS certification. Selection Process: The selection process will consist of a rating of training and experience and an oral exam (70 % minimum to pass on each component). Decisions concerning your qualifications for this position are based on the information you provide on your application and resume. Therefore, it is to your advantage to complete the application form as accurately and completely as possible and supply proof of any additional education. Human Reso rces reserves the right to limit the number at any phase of the process. At the discretion of the hiring department an assessment of Knowledge, Skills and Abilities may be administered. Interview Selection: The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position. Background Check: The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position. Union Representation: This position is not represented by a collective bargaining agreement. For more information, please visit:. Eligible List: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire upon filling the position. Knowledge, Skills and Abilities Knowledge of instruction techniques and public speaking. Ability to create schedules and lesson plans. Effective presentation skills. Knowledge of 911, police, fire, and EMS response. Knowledge of emergency communications, telephone and radio dispatching procedures, emergency service procedures, and computer-aided dispatching skills. Ability to motivate and positively influence employees. Public relations skills in handling diverse groups. Ability to prioritize, think conceptually, and work under pressure and time constraints. As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis. The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.