Training-Quality Improvement Manager

Job Posting: Training & Quality Improvement Manager

Walker County Public Safety Communications Center (WCPSCC)

Location: Huntsville, Texas

Position Type: Full‑Time

Application Period: Open Until Filled

Pay Scale: $59,740 - $87,933

About the Position

Walker County Public Safety Communications Center is seeking an experienced and motivated Training & Quality Improvement Manager to lead all training, quality assurance, and professional development initiatives for our 9‑1‑1 communications center. This role is essential to ensuring operational readiness, protocol compliance, and high‑quality service delivery across call‑taking and dispatch operations.

The ideal candidate brings strong instructional design skills, a deep understanding of emergency communications, and the ability to analyze performance trends and drive continuous improvement.

Key Responsibilities

Training & CTO Program Leadership

• Oversee the Communications Training Officer (CTO) program.
• Train, mentor, and evaluate CTOs and training personnel.
• Review Daily Evaluation Reports and trainee performance trends to guide training adjustments.
• Ensure consistency in training delivery, documentation, and evaluation standards.

(“Trains, mentors, and evaluates CTOs…”)

Quality Assurance & Improvement

• Administer the Quality Improvement Unit (QIU) for call‑taking and dispatch, including EMD, EFD, and EPD.
• Supervise and develop ED‑Q / QA evaluators.
• Conduct call reviews, case evaluations, and protocol compliance assessments.
• Identify performance trends, potential liability issues, and areas needing remedial training.

(“Conducts call reviews, case evaluations, and protocol compliance assessments.”)

Program Administration

• Maintain accurate training and QA records and certifications.
• Prepare reports, analyze data, and recommend program improvements.
• Assist with budget planning, training contracts, and instructor recruitment.
• Coordinate staffing needs related to training assignments.

Leadership & Interagency Collaboration

• Represent WCPSCC in meetings, committees, and interagency initiatives.
• Support accreditation efforts (IAED/NAED) and compliance with industry standards.
• Assist in developing and implementing operational procedures and protocols.
• Serve as a resource for employee or citizen concerns related to training or QA.

(“Represents the communications center in meetings, committees, and interagency collaborations.”)

Minimum Qualifications

Required

• High school diploma or GED.
• Four or more years of experience as a telecommunicator, including training, QA, or supervisory experience.
• Ability to obtain/maintain:
• TCOLE Basic Instructor License (within first year)
• TCIC/TLETS Full Access
• TDD/TTY Training
• CTO Certification or equivalent
• Experience with EMD and EFD protocols.
• U.S. citizenship and strong English communication skills.
• Completion of a supervisor or management training course.

Preferred

• Associate degree in Public Safety, Education, Public Administration, or related field.
• Advanced TCOLE Telecommunicator Certificate.
• DPS TCIC/TLETS Associate Trainer.
• CPR Instructor certification.
• Emergency Dispatch Quality Improvement Specialist certification.

Knowledge, Skills & Abilities

• Strong understanding of emergency communications operations, CAD systems, and public safety procedures.
• Expertise in adult learning theory, curriculum development, and instructional design.
• Ability to analyze performance data and implement effective training or QA interventions.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft 365, LMS platforms, QA software, and instructional technology.
• Strong time management, problem‑solving, and decision‑making abilities.

Working Conditions

• Work performed in an emergency communications center, office, and classroom environment.
• Extended periods of sitting or standing; use of computers and instructional equipment.
• Occasional lifting up to 35 lbs.
• May require travel for training, conferences, or interagency coordination.

Pay: $59,740.00 - $87,933.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Military leave
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• Adult Education or Emergency Communications: 4 years (Required)

Ability to Commute:

• Huntsville, TX 77320 (Required)

Work Location: In person