911 Training Manager
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911 Training Manager
Salary
$63,102.00 Annually
Location
Emergency Operations Center, 100 Gracedale Avenue, Nazareth, PA
Job Type
Full time
Job Number
2026-00284E
Department
Administration
Division
Emergency Management Services
Opening Date
08/17/2026
Closing Date
8/28/2026 5:00 PM Eastern
Description
Benefits
Questions
Application Requirements
In order to be considered for this position, applicants must successfully submit a completed application prior to the posting deadline. Applications submitted with incomplete or missing education and/or work experience sections will be considered incomplete and will not be reviewed. These applicants will be disqualified from consideration.The attachment of a resume to the application does not fulfill this requirement and will not prevent incomplete applications from being rejected.Education and work experience fields must be completed, regardless of the presence of an attached resume.
Once the posting closes, all applications will be reviewed. The information provided on the application will be utilized to determine whether or not each applicant meets the Minimum Requirements for this position as noted in the Job Description. We encourage all applicants to provide a comprehensive, concise history of their education, certification, licensing, and employment history. Please read the Minimum Requirements thoroughly and then demonstrate that you meet these requirements on your application.
For questions regarding this posting, please contact Sherry Christman, Human Resources Analyst atschristman@norcopa.govor 610-829-6382.
Equal Employment Opportunities - It is the policy of Northampton County to provide equal employment opportunities (EEO) to all persons regardless of race, color, national origin, religion, sexual orientation, marital status, sex, gender identity, gender expression, age, genetic information, disability, or any other status protected by the Pennsylvania Human Relations Act, Title VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA) and any other state, federal, or local law.
Job Description
GENERAL PURPOSE
The 911 Training Manager position is responsible for providing initial and ongoing education for the public safety answering point (PSAP) for Northampton County.
SUPERVISION RECEIVED
This position reports directly to the Deputy Director for 911 Operations.
SUPERVISION EXERCISED
This position is responsible for supervision over the following classifications: Dispatch Shift Supervisor and Telecommunicator during training. May directly supervise Dispatch Shift Supervisor and Telecommunicator positions in conjunction with the Deputy Director for 911 Operations, Quality Assurance Manager for 911, and the Operations Manager for 911.
ESSENTIAL DUTIES OF THE POSITION
Trains and certifies new public safety answering point (PSAP) staff as call takers and Telecommunicators.
Provides training in the operation of Call Handling Equipment (CHE).
Provides training and certification for the Public Safety Suite products utilized by Northampton County.
Provides training with Computer Aided Dispatch (CAD) products to support the CAD system.
Provides training with PSAP equipment used for dispatching.
Oversees and manages the PSAP Certified Training Officer program.
Coordinates with local PSAPs to recruit Public Safety Telecommunicators (PSTs).
Prepares, maintains, and submits required PEMA reports for state mandated and continuing education courses, and prepares state audits.
Coordinates with management to establish a set of Quality Assurance/Quality Improvement (QAQI) metrics within Association of Public-Safety Communications Officials/National Emergency Number Association (APCO/NENA) American National Standards Institute (ANSI) standards.
Provides professional growth and continuing education courses for the PSAP.
Responsible for training new employees, conducting in-service training, and all required training certifications as assigned.
Responsible for tracking Certification Dates for all personnel.
Participates in the Quality Assurance Program, including but not limited to, issues that arise which may need to be addressed through individual training, or modifications to the training program as a whole.
Assists with all accreditation programs, including but not limited to, Commission on Accreditation of Law Enforcement Agencies (CALEA), and Fire/Police/EMS accreditation programs.
Assists the Deputy Director of 911 Operations with general budgetary matters, and the daily budgetary process including the preparation, maintenance, and execution of records on budget transfers, and other documentation.
Provides input and assistance to the Deputy Director of 911 Operations in project and policy development within its area of responsibility.
Responsible for compliance with National Crime Information Center (NCIC) and Commonwealth Law Enforcement Assistance Network (CLEAN) regulations and training.
Assists in the hiring and onboarding process for new employees.
Assists in the personnel evaluation program.
Assists with Call-Incident Reviews as assigned.
Assists with general office management.
Functions on floor as Dispatch Shift Supervisor and/or Telecommunicator, as needed.
As assigned, may serve in the absence of the Deputy Director for 911 Operations, Operations Manager for 911, and Quality Assurance Manager for 911.
Performs functions of the Operations Manager for 911 and Quality Assurance Manager, as assigned.
Responds for major public safety incidents on a 24-hour basis, and is on call for assigned shift, as needed.
Must be available 24 hours a day, 7 days a week for emergencies, as needed. Works non-business hours during drills, training, exercises, non-emergency events, and emergency events. Will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Serves as Emergency Operations Center (EOC) Staff and may respond to incidents outside of the PSAP or EOC for planned and events and emergencies, as needed.
*An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various @types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
REQUIRED MINIMUM QUALIFICATIONS
EDUCATION & EXPERIENCE - Completion of a high school or general equivalency diploma; AND
At least three (3) years of full time, professional work experience as a Telecommunicator and at least (2) years in a supervisory capacity such as Dispatch Shift Supervisor or Certified Training Officer (CTO); AND
Employee assigned to this title will be required to possess and maintain a valid and current motor vehicle operator's license. Must have an acceptable driving record.
CERTIFICATION/LICENSE - Public Safety certifications preferred, but not required: Act 2, Act 120, National/State fire academy, EMT, Paramedic, Supervisor Pennsylvania Emergency Management Agency (PEMA) certification, Basic PEMA certification, Emergency Dispatch Quality Assurance (ED-Q) certification from the Internal Academy of Emergency Dispatch, and/or Association of Public-Safety Communications Officials (APCO) Instructor Certification.
OTHER REQUIREMENTS - Employee assigned to this title will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. Must be available to attend evening meetings of public safety agency organizations. May be required to travel to attend off-site meetings.
Must successfully complete criminal history investigation in accordance with departmental policy.
KNOWLEDGE, SKILLS, AND ABILITIES
Thorough knowledge of the standard operating procedures (SOP) and the goals and administrative policies for the 911 Operations Center.
Familiarity with the duties of all other dispatch and administrative staff positions at the Northampton County 911 Operations Center.
Ability to effectively communicate verbally and in writing. Clear speech with good (corrected) vision and hearing. Ability to discern color images on a video monitor.
Ability to read, write, speak, understand and communicate in English to perform the duties of this position. Bilingual capabilities are a plus.
Extensive knowledge of Public Safety Communications operations and procedures.
Knowledge of the specialized software used to answer and process emergency calls for service related to law enforcement, fire, and emergency medical operations.
Knowledge of supervisory practices including classroom management.
Effective time management skills, and ability to work independently.
Ability to assess training needs, organize course content, and coordinate courses at various locations involving multiple outside resources.
Possession and maintenance of requisite certifications related to public safety communications or education.
Ability to effectively instruct a group of students in a classroom setting of various sizes and demographics.
Ability to logically organize tasks and records.
Ability to maintain and track certification records for personnel.
Ability to sit and stand for extended periods of time.
Ability to use normal office productivity software as well as any specialized software programs that may be in use.
Ability to work a flexible schedule, including evenings and weekends, to support the needs of the PSAPs. Ability to attend quarterly PEMA meetings, and 911 industry and professional conferences as needed.
Ability to network and plan with area emergency communication centers to provide cost effective training by coordinating training programs and resources.
TOOLS AND EQUIPMENT
Telephone, personal computer (including word processing and spreadsheet software), calculator, writing implements, fax machine, copy machine, paper shredder, and communications equipment.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to walk, sit, talk or hear.
The employee must occasionally lift and/or move up to twenty-five (25) pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
The noise level in the work environment is usually quiet.
SELECTION GUIDELINES
Formal application, rating of education and experience, interview, and reference check as well as job related tests may be required.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
FLSA STATUS: FLSA EXEMPT (NOT ELIGIBLE FOR OVERTIME)
DESIGNATION: CAREER SERVICE
PAY GRADE: CS/GR26
UNION STATUS: NON-UNION
Updated August 2026
Full-time employees of the County of Northampton are afforded a package of benefitswhich includes the following:
Medical Insurance
Vision and Prescription
Dental
Life Insurance
Retirement
I. Medical Insurance
Coverage begins for the employee the first of the month following full-time employment for employees and their eligible dependents. Cost to the employee to participate in the plans varies by the coverage selection and number of dependents; and may be subject to collective bargaining, if a union member. The employee may also elect to opt out of the County's medical insurance if proof of coverage through the spouse's employer is provided. Under this arrangement, the employee is provided with an annual $1,500.00 opt out payment.
II. Vision and Prescription
Coverage begins for the employee the first of the month following full-time employment for employees and their eligible dependents. Copayments may vary, subject to collective bargaining, if a union member. Coverage under the vision plan varies and depends upon the employee's choice of doctor and frame selection.
III. Dental Coverage
Coverage begins for the employee the first of the month following full-time employment for employees and their eligible dependents. Copayments may vary, subject to collective bargaining, if a union member.
IV. Life Insurance
A life insurance policy is afforded to full-time employees beginning on the first day of employment, unless specified differently in a collective bargaining agreement. It remains in effect as long as the employee is actively employed and terminates upon resignation or retirement. $20,000 is afforded to all eligible employees.
V. Retirement
All full-time employees and part-time employees working more than 1000 hours per year qualify for County of Northampton retirement benefits, in which employees must contribute 5% of their earnings, and employees may choose to add additional voluntary contributions, not to exceed an additional 10%. Additionally, employees may participate in an optional deferred compensation plan [457(b)] which may provide present tax advantages and future retirement savings. Such arrangements are made directly with the providers and the County will administer payroll deductions only.
01
Each applicant must complete this supplemental questionnaire as a part of the applicant screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within the application?
Yes
No
02
Current Northampton County employees MUST detail ALL County work experience on their application. Failure to include correct work history and employment dates will result in the rejection of your application. If you need assistance with this information, please reach out to the Human Resources department BEFORE submitting your application. Please select "yes" to confirm your understanding of this requirement. If you are not a current County employee, please select "no".
Yes
No
03
Do you have at least three (3) years of full-time professional work experience as a Telecommunicator and at least two (2) years in a supervisory capacity such as Dispatch Shift Supervisor or Certified Training Officer (CTO)? Note: this experience must be detailed on your application in order to qualify.
Yes
No
04
Do you possess a valid and current driver's license with an acceptable driving record?
Yes
No
05
The employee assigned to this title will periodically be required to be available during evening and night hours as emergency situations or management requirements dictate. You must be available to attend evening meetings of public safety organizations. You may be required to travel to attend off-site meetings. Please select "yes" to indicate your understanding of this requirement.
Yes
No
Required Question
