911 Emergency Communications Training Analyst

About the Department

Work, Serve, Thrive.  With the City of Durham   
Advance in your career while making a real difference in the community you serve. 

Hiring Range: $63,516 - $76,219
Hours: 8AM - 5PM

This 911 Emergency Communications Training Analyst position is devoted to emergency 911 police, fire, and EMS telecommunications, non-emergency call taking, and police, fire, and EMS dispatch communications. Incumbents provide supervision to an emergency communications call taking, call processing, and dispatching function, oversee the training function, or oversee daily operations of the 911 Center.  

The position is responsible for coordinate training programs for new staff as well as continuing education programs, including supervising employees; overseeing classroom material development; performing public education and outreach; conducting hiring interviews and testing; and mentoring and developing staff.

Position Duties

• Coordinates training and continuing education programs; coordinates classroom material development; conducts training; reviews reports; evaluates performance; mentors and develops staff; investigates and communicates performance issues with employees; implements disciplinary procedures if needed; and ensures compliance with applicable regulations, policies, and procedures
• Performs public education and outreach, including developing and conducting presentations; and provides educational opportunities to the community about center operations and services provided.
• Conducts hiring interviews and testing; sets up classrooms and materials; proctors test and participates in employment interviews
• Provides staff coverage when needed, including performing call taking and dispatching tasks; answers 911 emergency and non-emergency calls; operates multi-line automatic call-distribution telephone and radio console systems; and dispatches and coordinates appropriate responders.
• Gathers and/or provides information and instructions to assist callers; refers calls to appropriate agencies; enters and updates data into computer-aided dispatch systems; and coordinates with multiple agencies to facilitate dispatching, and referral
• Prepares, reviews, and maintains reports, records, and other documentation; compiles and analyzes data; develops and makes recommendations.
• Performs other duties of a similar nature and level as assigned

Minimum Qualifications

• High School Diploma or GED
• Five years of experience related to emergency 911 communications and dispatch, with a preference towards candidates who have demonstrated coaching, training or supervisory experience.
• Required Certifications:
  • CPR
  • Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), or Emergency Police Dispatch (EPD)
  • Division of Criminal Information (DCI) or equivalent
  • National Crime Information Center (NCIC) certification
  • Must have one of the following 40-hour Basic Telecommunicator courses or equivalent:
    1. Emergency Telecommunicator Certification (ETC)
    2. Telecommunicator Core Competencies
    3. Public Safety Telecommunicator 1 (PST) 
    4. North Carolina Sheriff's standards 
  • Communications Training Officer Certification or equivalent
  • Assistant Terminal Agency Coordinator (ATAC) certification within 6 months of employment
  • Must obtain the following Instructor-level certifications within 12 months of employment: 
    1. Communications Training Officer (CTO)
    2. Public Safety Telecommunicator 1 (PST) or Emergency Telecommunicator Certification (ETC)
    3. Must obtain the following Instructor-level certifications within 18 months of employment: 
       1. NC General Instructor
       2. Public Safety Telecommunicator 1 (PST) or Emergency Telecommunicator Certification (ETC) 

• No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here)
• No Felony Conviction
• Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS,  by following this link you can view an FAQ outlining those employment requirements  https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Other Qualifications

• Demonstrated coaching, training or supervisory experience. 
• Ability to analyze training data to assess effectiveness, identify trends, and provide actionable insights for continuous improvement.
• Strong organizational skills with experience managing multiple projects, timelines, and resources in dynamic environments.
• Excellent verbal and written communication skills, with the ability to mentor, coach, and foster an inclusive and engaging learning environment.
• Familiarity with Learning Management Systems (LMS), e-learning platforms, and tools for tracking training performance and engagement.