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Training/QA Manager



Contact Information


2600 N. Mannheim Road
Franklin Park, IL 60131


  • 630-903-2120

Position Information

Application Deadline:

  • NA


  • $90,000 +/- DOQ

Position Details

Responsible for:

All NORCOMM divisions including 9-1-1 Operations and Technical & Support Staff which includes Alarm Operations Services.

Reports to:

Executive Director


Operations Manager

Job Definition:

The Training/QA Coordinator is responsible for coordination of three key programs: Dispatcher training program; Agency In-Service trainings; and Emergency Medical Dispatch (EMD) compliance and quality assurance program, which includes conducting daily call review and reporting and facilitation of future accreditation and recertification processes.
The Training /QA Coordinator plans and designs program elements; assists in the development of directives, procedures, and goals; organizes and facilitates program activities and program evaluation and quality assurance elements.

Distinguishing Characteristics:

The Training/QA Coordinator is a single incumbent position within the Operations Group and is distinguished by coordination of smaller programs and/or assisting in the coordination of moderate sized programs with few staff reports, limited discretion and budgetary flexibility and relatively close direction and authority. The Training/QA Coordinator works under broad guidelines and supervision of the Executive Director and is part of the Operations Group.

Note: All duties, knowledge, skills, and abilities listed below are considered essential functions unless marked as non-essential, (NE).

Key Tasks and Duties:

  • Coordinates and oversees program activities relating to new and continuing Dispatcher Training and the Communications Training Officer (CTO) program; assists in selecting, training, motivating, and evaluating CTOs or other trainers /speakers.
  • Collaborates with and assists Communications Training Officers (CTOs) in the review, development, maintenance and implementation of Dispatcher training standards and materials, including creating and updating of new hire courses and materials; CTO manuals; Daily Observation Report formats, benchmarks, and standard evaluation guidelines.
  • Facilitates and/or coordinates Dispatcher orientation, academy, and training. Coordinates CTO schedules and trainee assignments.
  • Reviews the Daily Observation Reports (DORs) and other evaluation reports or feedback provided by CTOs to trainees.
  • Looks for trends or patterns in trainee progress. Serves as a 'sounding board' for and provides feedback to CTOs and the Operations Group in identifying, recommending, and implementing adjustments to the training programs for individual trainees, including remedial training plans and/or expedited training processes.
  • Coordinates, participates in, and facilitates CTO meetings, attends Medical Dispatch Review and QA meetings, Supervisor and Team meetings. Helps establish program goals, objectives, and priorities. Makes recommendations on training topics, speakers, and other related items.
  • Serves as administrative resource for CTOs and the Operations Manager in development, research, and collection of new or updated training ideas, methods, and resources.
  • Serve as a liaison for trainees and CTOs and among Dispatch Supervisors, staff, and management on training programs and activities.
  • Maintains and updates Agency training files. Ensures training records and certifications are recorded electronically and included in training files. Collaborates with assigned CTOs to ensure timely completion and acquisition of required training and certification.
  • Schedules Agency In-Service trainings, schedule and confirm trainer / speaker participation, scheduling training rooms and resources (i.e., audio-visual equipment, flip charts, and PowerPoint projector), finalizing and distributing agendas and hand-outs to participants.
  • Facilitates training throughout the day. Sets up / breaks down meeting or training rooms. Distributes, collects, and reviews In-Service evaluation forms. Sends thank you notes and follow up correspondence with trainers / speakers.
  • Facilitate and administer the APCO P33 and CALEA Certification processes. Assists the EMD Coordinator in training and certification. Distribute the recertification tests to employees, submit appropriate documentation for IAED review.
  • Coordinates with the EMD Coordinator on the 9-1-1 Emergency Medical Dispatch program that ensures efficient and effective emergency medical dispatch and maintains a goal of Agency accreditation by the International Academy of Emergency Dispatch (IAED).
  • Provides timely EMD case review, data evaluation and feedback to Dispatch staff, Dispatch Supervisors, management, and the Medical Program Director and/or IAED as required .
  • Provides and/or coordinates in-house EMD certification for 9-1-1 dispatchers in conjunction with the EMD coordinator. Also works with the EMD Coordinator to facilitate continuing EMD education to meet IAED/Medical Control recertification requirements.
  • Coordinates and oversees a Dispatcher Mentoring Program.
  • Represents NORCOMM on committees or at meetings, as necessary. Provides information and assistance to other departments, outside agencies, and the public.
  • Prepares reports on program performance, needs, services, information, and demographic data. Contributes to and ensures the evaluation of program performance.
  • Coordinates activities with other related departments or agencies. Facilitates resolution to significant or controversial program issues.
  • Participates as assigned in EOC activations, exercises, drills, and other events related to Agency response to local, regional, statewide, or national disasters or emergency response.
  • Oversees training for the NORCOMM TERT and Tactical Dispatch teams.
  • Performs related duties as assigned.


Knowledge of:

  • Principles and practices of program coordination and facilitation, including planning, scheduling, monitoring, problem solving, research, record keeping and evaluations.
  • Principles and practices of all facets of adult education and training; emergency services terminology, practices, and standards.
  • Modern administrative methods and procedures, correspondence, and report preparation
  • Application and interpretation of Agency directives and procedures as well as local, state, and federal laws and regulations, and industry trends and best practices

Ability to:

  • Effectively plan, organize, coordinate, carry out and evaluate assigned program goals and objectives; coordinate and evaluate the work of program participants including CTOs, Agency trainers / speakers and similar
  • Organize and accomplish program goals and objectives, including delegation of program tasks and responsibilities as appropriate
  • Interpret and effectively apply related laws, regulations, policies, and procedures
  • Apply effective time management, critical thinking, problem solving and collaborative approaches to improving program services; analyze situations thoroughly, identify potential problems, find, and implement effective solutions
  • Establish and maintain positive and professional working relationships with managers, coworkers, other governmental jurisdictions, client agencies and field personnel.
  • Effectively communicate and express ideas both orally and in writing.
  • Apply appropriate independent initiative, discretion, judgment, and organizational skills to a variety of projects, assignments, and situations.
  • Understand and execute complex oral and written instructions; apply available guidelines, policies, or procedures in diverse situations.
  • Prepare and present written correspondence, reports, and materials in clear, correct, and comprehensible terms from general notes and concepts.

Experience and Education:

Any equivalent combination of education and experience that provides the applicant with the knowledge, skills and ability required to successfully perform the job will be considered.

A typical way to obtain the knowledge and abilities would be:

  • Three to four (3–4) years of progressively responsible experience in adult training or education (including Communications Training Officer experience) or related coordination and facilitation of training / quality assurance programs; – or –
  • Bachelor's degree in communications, education, public safety/health or a closely related may substitute for some of the required experience
  • Public Safety Dispatching, Call-Taking and Emergency Medical Dispatch experience, knowledge and familiarity are essential. MABAS experience preferred but not required.
  • The successful candidate will obtain an APCO RPL, and/or NENA ENP and NENA CMCP certification within 1 year of accepting the position.

Work Environment (Essential functions):

Work is performed primarily in an office setting, with very limited travel to and from local and regional trainings, meetings, and conferences or similar. Incumbent works with personal computers, telephones, and other general office equipment that require detailed dexterity. Work involves moderately extensive keyboarding and manual dexterity, and entails reaching, stretching, and lifting of office supplies and program equipment, such as paper, binders, files, phone sets, pamphlets, brochures, and display boards. Some walking, bending, carrying, and moving program equipment and materials is required.

Physical Demands typically involve, but are not limited to:

  • Hearing and Speaking:
    • Hear, understand, and respond to verbal information typically in person or by phone
    • Speak clearly and concisely in English to a broad variety of small or large audiences, including verbally presenting information or responding to inquiries at training sessions, meetings, and related
    • Hear and understand information using telephones or by recorded devices including the CAD 9-1-1 call recordings and radio transmissions
  • Seeing and Reading:
    • See, read, and understand written information and instructions in all forms, including handwritten, hard copy or electronic communications formats
    • See and use all related communications equipment including telephones and computer monitors
  • Mental acuity and alertness:
    • Understand, research, and respond to varied program information and instructions, including broad application of policies, procedures, laws, and regulations
    • Handle interpersonal interactions with tact and diplomacy
    • Accomplish multiple tasks and priorities in a timely manner and with a high level of accomplishment and accuracy
    • Think through all aspects relating to dispatcher training and emergency medical dispatch program issues or problems; assist in identifying, recommending, and implementing appropriate solutions
    • Balance diverse responsibilities utilizing independent initiative, judgment, and discretion
    • Be available for assigned on-call; be generally prepared to respond for long shifts and/or irregular hours in case of emergency situations, such as activations of the Emergency Operations Center.
  • Manual dexterity and typing:
    • Moderate use of computers, keyboards, office equipment and similar specialized technical and electronic equipment commonly found in an office or communications center setting
    • Performing regular tasks requiring general manual dexterity
  • Physical dexterity:
    • Sit, stand, or walk as necessary
    • Stretch, reach, or lift objects or materials that may be up to 25 pounds in weight

Applications may be obtained and completed online at the link below:

Questions may be directed to:

Gina Biagi, Human Resources Director


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