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Quality Assurance (QA)/Training Coordinator

Regional Emergency Dispatch (RED) Center


Contact Information


Regional Emergency Dispatch (RED) Center
1842 Shermer Road
Northbrook, IL 60062

Position Information

Application Deadline:

  • 11/30/20
  • @ 4:00 PM


  • Starting as of 1/1/21: $94,402

Position Details

Reports To:

Deputy Director

FLSA Status:



This position is responsible for planning, developing and conducting training programs for new personnel and continuing education for experienced (all) personnel. The position is also responsible to ensure that quality assurance programs are being utilized and appropriate reports and feedback are being provided to all personnel and management.

Essential Job Functions: Quality Assurance

(This list is not exhaustive and may be supplemented as necessary)

  • Organizes and administers a Quality Assurance program to monitor telecommunicator and alarm technician performance.  
  • Provides feedback to employees on performance based on findings of the Quality Assurance program.  
  • Works with EMD-QA certified/assigned employees to assure that EMD protocols are being adhered to and that both organizational and industry standards are being met. 
  • Develops and maintains monthly Quality Assurance reports for the organization that document strengths and weaknesses of individual employees and the organization.  
  • Through the Quality Assurance program identifies any additional training requirements of individual employees. 
  • Provides feedback and documentation to the Shift Supervisors as needed to assist them in the preparation of Employee Evaluations.  
  • Provides feedback and documentation to the Senior Leadership as needed to assist in the preparation of Employee Evaluations of the Shift Supervisors. 
  • Performs needs analysis for organization based on Quality Assurance data

Essential Job Functions: Training

(This list is not exhaustive and may be supplemented as necessary)

  • Meet all essential job and supervisory functions of the Shift Supervisor position. 
  • Ensure training programs are taught and documented for reporting purposes. 
  • May be reassigned on a temporary basis to cover a shift position as deemed necessary by Senior Leadership Team. 
  • Develop training curriculum of formal, structured programs and documentation for progressive training of new 9-1-1 telecommunicators including orientation and one on one instruction. 
  • Establishes and maintains effective working relationships with all agency personnel and with the officers and firefighters of the RED Center member departments.  
  • Remains current on all telecommunications equipment and procedural changes as well as updates all training material to reflect the current environment.  
  • Develops curricula, timetables, schedules, checklists, informational resources, training texts, manuals, workbooks, lesson plans, quizzes, audio-visual materials and evaluation forms.  
  • Meets with Communication Training Officers (CTO) and trainees to discuss training progress.  
  • Schedules and coordinates in-service and off-site training classes for agency employees. 
  • Prepares training programs and documentation for experienced agency personnel. 
  • Formulates individualized training plans to strengthen an employee’s existing skills or teach new ones.  
  • Leads a cadre of Communication Training Officers (CTO) in the development of the training program. 
  • Directs the activities of the Communications Training Officers in the successful performance of their tasks and responsibilities.  
  • Recommends personnel to be considered for designation as a Communications Training Officer. 
  • Plans, coordinates and monitors the training of new Communications Training Officers. 
  • Maintains accurate and complete records of all in house and outside training that agency employees have received.  
  • Comply with all policies and procedures of R.E.D. Center. 
  • Follow written and verbal instruction 
  • Perform any other duties as assigned by the Senior Leadership Team.

Minimum Qualifications:

  • Current CPR, EMD, EFD Certification 
  • Must be willing to be “on-call” and reasonably able to respond to the center during emergencies. 
  • Strong analytical and logical problem-solving skills 
  • Strong interpersonal skills to include the ability to work on-on-one, and in a group environment, counseling, public speaking and presentations. 
  • Achieve and Maintain EMD-QA Certification 
  • Three years experience in a multi-agency public safety communications center.   
  • Must have completed the APCO Communications Training Officer program and possess current certification.  
  • Served at least one year in a supervisory position or as a Communications Training Officer in a multi-agency public safety communications center.   
  • Proficient in Microsoft Office, including Microsoft Word, Outlook, Excel, Access and PowerPoint

To Apply:

Forward your resume, cover letter, and two personal and two work related references via email to:

Deadline: 4:00 pm Monday, November 30, 2020.

Please reference RED Center Employment in the subject line of your email.

Hard copies and faxed resumes will be declined.

Individuals possessing the knowledge, skills, abilities and certifications listed above are considered to possess the necessary education. Possession of BA, AA or college level coursework in supervisory techniques, management, public administration or related field is desirable.

The preceding statements are illustrative of the functions of the job and R.E.D. Center retains the right to modify or change the duties or essential functions of the job at any time.

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