Emergency Communications Centre Supervisor – Training Unit Job Listing at City of Edmonton in Edmonton, AB (Job ID 53874)

Description

The Emergency Communications and Operations Management Branch (ECOMB) Training Unit Supervisor reports to the Quality Assurance and Training Manager and provides operational oversight of all ECOMB in-house training. The supervisor is responsible for the direct supervision of all Training Unit staff, consisting of sworn and civilian trainers, both permanent and seconded.  They oversee the development of course training standards and monitor ECOMB training to ensure that in-house training is compliant with applicable legislation, policies and procedures.  
The Training Unit Supervisor is responsible for the oversight and coordination of the ECOMB training schedule, the return-to-work training portfolio, and remedial training solutions for all ECOs. The Training Supervisor has operational oversight of all trainees as they complete their Communication Centre Development (CCD) phase of all training programs. They are also responsible for assigning appropriate work portfolios and setting priorities for all unit staff. Responsibilities will include:

• 9-1-1, Evaluation, Communications Administrative Assistant, Dispatch, Supervisor Development, Communications Training Officer and continuing education.
• Subject Matter Expert and primary portfolio holder of ECC Supervisor Training.
• Review of course training standards and content to ensure content is operationally relevant and sound.
• Supervision of trainees in foundational training programs.
• Liaison between the floor and training unit for all matters related to training candidates, utilizing a coordinated supervisory approach.
• Consult ECOMB DMT on the development and revisions of Standard Operating Procedures.  
• Monitor training outcomes to identify potential operational or reputational risks and recommend mitigation strategies.
• Maintain documentation and audit trails for training decisions, ensuring defensibility and transparency of the training process.
• Support training action plans and development opportunities for staff within the ECOMB  Training Unit. 
• Prioritize and assign training resources and course portfolios to ensure training needs are met.
• Communicate with ECOMB operational staff to ensure minimal operational impact to support training.
• Work with ECOMB curriculum designers to ensure standardized and defensible curriculum is developed for all programs.  
• Collaborate with operational supervisors to ensure consistency in the application of learned standards on the floor, supporting risk reduction and accuracy in call handling.
• Lease with QA Supervisor to identify gaps related to training and implement development strategies.
• LOI & Flag entries, updates, and deletions.
• Allocate training resources to assist quality assurance as required to meet annual compliance standards.
• Analyze QA trend data to proactively adjust training curriculum, addressing identified gaps or systemic issues that may affect service delivery accuracy or standardization.
• Instruct on ECOMB courses, workshops and sessions as required. 
• Coordination of Return to Work retraining and remedial training options as required
• Mentor, coach and guide those working in the training unit, as well as providing support to floor supervisors.
• Knowledge of both EPS and ECOMB policies and how they relate to training portfolios. 
• Ensure all instructional and coaching interactions are conducted in a confidential and professional manner, respecting privacy and HR requirements
• Promote continuous improvement in training practices to align with branch and organizational goals for accuracy, reliability, and service excellence.