Emergency Communications Training & Quality Manager

Emergency Communications Training & Quality Manager

Salary

$90,493.92 - $128,599.92 Annually

Location

City of Spokane, WA

Job Type

Full-Time

Job Number

275-2026

Department

Spokane United 911 Network (SUN)

Opening Date

05/25/2026

Closing Date

6/8/2026 4:00 PM Pacific

• Description
• Benefits
• Questions

CLASS SUMMARY

Directs, manages, and coordinates training and quality assurance programs for Emergency Communications.

EXAMPLES OF JOB FUNCTIONS

This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.

• Program management responsibility for Emergency Communications training and quality programs. Develop, implement, evaluate, and oversee ongoing related programs.
• Hires, manages, and mentors training and quality assurance staff. Recommends inclusion or removal of mentors from the mentor program as new hires move to independent call taking.
• Develop, implement, evaluate, and maintain a new hire training and mentor program that prepares new hires for success.
• Coordinate with Human Resources for disciplinary actions to include termination of new hire employees who do not successfully complete training.
• Establish policies and procedures in accordance with applicable laws, and industry best practices.
• Conduct quality assurance audits on calls, chats, and systems. Ensuring compliance with policies, and guidelines, and best practices.
• Review work conducted by Spokane 911 team by engaging in day-to-day operations of the department.
• Conducts needs assessments to identify training needs and create ongoing training. Implementing and evaluating training effectiveness.
• Track and analyze call data, training records and audit outputs. Identifying trends in issues that impact outcomes and mitigating issues.
• Works with operations to schedule ongoing training for existing staff. Coordinates outside trainings as necessary.
• Develop staffing through training, coaching, and mentoring to improve outcomes.
• Provides input and manages training and quality budgets.
• Participates in public education programs.
• Performs related work as required.

MINIMUM QUALIFICATIONS

Combinations of education and experience that are equivalent to the following minimum qualifications are acceptable.

Open-Entry Requirements:

• Education: A bachelor's degree from an accredited four-year college or university with major course work in business administration, public administration, operations management, psychology, communications or a closely related field; and
• Experience: Two years of call center training and quality management experience OR four years of training and quality experience with a public safety agency with supervisory responsibility.

Background Check:

• All applicants are subject to a thorough background investigation, including but not limited to criminal history and pre-employment drug screening.

Licenses and Certifications:

• Individuals in this classification must obtain and maintain all required certifications in approved emergency communications protocols and software to include: the Washington State Public Safety Telecommunicator certification, Emergency Dispatch certification, ED-Q certification, and ACCESS II certification. Note: Certification and training is paid for by the City of Spokane.

EXAMINATION DETAILS

Applicants must first meet the minimum qualifications to be invited to take the examination. Those who pass the examination will then go on the hiring list.

The examination will consist of the following:

• Supplemental Questionnaire Training and Experience Evaluation
• Oral Board 100%

Supplemental Questionnaire Training & Experience Evaluation:

The T&E examination consists of a Supplemental Questionnaire. The questions may be viewed online under the tab marked "QUESTIONS" on the job announcement page. The T&E must be submitted online, at the time of application. Copies of your college or university transcripts (unofficial transcripts are accepted) may be a required part of this application and will be used to verify that you meet the minimum qualifications, as posted on the job announcement.

• Responses to your T&E questions should be consistent with the information given in your application details. Answers are subject to verification.
• Failure to complete all of the questions or incomplete responses will result in a lower score; therefore, it is advantageous for you to provide a full and complete response to each supplemental question.
• Resumes or questionnaires uploaded as attachments will not be accepted in lieu of completing each question online.
• "See Resume" or "See above," etc., and copy/paste from a previous answer are not qualifying responses and will not be considered.

Oral Board Details:

The top 16 candidates from the T&E will move on to the Oral Board. The oral board is tentatively scheduled for the week of June 29th, 2026, in the Civil Service Test Room (4th floor, City Hall). This is an in-person process in which a structured set of questions is asked of each candidate by a panel of expert evaluators. Qualified candidates will be notified via email when to appear for the oral board.

Please see our Oral Board FAQ.

For information on what to expect with the hiring process, a test information guide, and frequently asked questions, please visit our website.

Upon request, at time of application, City of Spokane will provide alternative accessible tests to individuals with disabilities that impair manual, sensory, or speaking skills needed to take the test, unless the test is intended to measure those skills.

We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status, or disability status. As a Fair Chance Employer, City of Spokane does not conduct initial background screening for non-public safety positions.

BENEFIT COMPENSATION VALUE

In addition to a salary, The City of Spokane provides a generous benefits package valued between $31,097 - $38,667.

INSURANCE BENEFITS

Eligibility: Coverage begins for new hires and their dependents on the first day of the month following 30 consecutive days of employment.

Eligible Dependents: Spouse or Domestic Partner, birth, adopted children or children placed for adoption, Domestic Partners children, step-children who live with employee, and any child for whom employee is legal guardian or for whom coverage is required by a Qualified Medical Support Order. Adult children under age 26 are eligible.

Medical

Qualified employees may select from two health carrier options; a Health Maintenance Organization (HMO) administered by Kaiser Permanente or a Preferred Provider Option (PPO) administered by Premera Blue Cross. The monthly premium varies dependent upon plan and coverage level selected.

Vision

Vision coverage is included in the medical plan selected. Costs for eye exams and hardware; lenses, frames or contacts varies depending on the medical plan selected.

Dental

Dental insurance is provided by Delta Dental of Washington. The monthly premium is minimal for employee and eligible dependents.

Life Insurance - Employee Only

Basic Term Life Insurance is provided at one-and-a-half times the employees annual base salary to a maximum of $150,000. The City pays the monthly premium in full.

Life Insurance - Eligible Dependent(s)

Basic Term Life Insurance is provided at $7,500 for spouse/domestic partner and $3,000 for each child. The City pays the monthly premium in full.

Long-Term Disability Insurance

Long-Term Disability Insurance is provided by The Standard. The City pays the monthly premium in full.

Flexible Spending Account

The City offers two optional Flexible Spending Accounts (FSA) - Health Care FSA and Dependent Care FSA. The Health Care FSA allows an employee to use pre-tax dollars to receive reimbursement for eligible medical, dental, and vision expenses. The Dependent Care FSA allows an employee to receive reimbursement for eligible daycare expenses for dependent children up to age 13 and other eligible dependents as defined by IRS Code.

AFLAC

Supplemental insurance is optional and is provided by AFLAC to help pay benefits that major medical insurance does not cover. The employee pays 100% of the monthly premium.

AudioNet Hearing Aid Benefit

AudioNet Hearing Aid Benefit is optional. The City of Spokane has partnered with AudioNet America to offer a discounted Hearing Aid Program with fixed out-of-pocket costs.

LegalShield/ID Shield

Prepaid legal services and/or prepaid identity theft programs are optional. These programs pay for a limited number of documents to be reviewed, limited trial defense representation, the preparation of a standard will, identity theft consultation, restoration and monitoring according to terms of contract.

Pet Insurance

Get cash back on the everyday care your pet needs to stay healthy! Nationwide/Voluntary Pet Insurance is an optional plan in which City of Spokane Employees can enroll.

Voluntary Term Life Insurance

Voluntary Term Life Insurance is optional and is provided through The Standard Insurance Company and is subject to application review and approval. Additional coverage up to $300,000 is available for employees and their spouse/domestic partner. Dependent children can be insured for up to $10,000 each. The employee pays 100% of the monthly premium.

Continued Medical/Dental Insurance

Employees separating from City service have the option to continue medical and/or dental insurance benefits in accordance with the Consolidated Omnibus Budget Reconciliation Act (COBRA). The employee pays 100% of the monthly premium in addition to a small monthly administrative fee.

RETIREMENT BENEFITS

Spokane Employees Retirement System

The Spokane Employees Retirement System (SERS) is a defined benefit pension plan covering non-uniformed, permanent employees. As a participant, you contribute 11% of your salary toward your retirement. Contributions and earnings are tax-deferred. The City also contributes 11% of your salary toward your retirement. Employees hired on or after January 1, 2015 become vested (eligible for a monthly benefit at retirement age) at seven years of service.

Deferred Compensation

Enrollment in the City-sponsored 457 Deferred Compensation Plan administered by MissionSquare Retirement allows participants, on a voluntary basis, to defer a portion of their salary on a before or after tax basis. Contributions and associated earnings contributed on a before tax basis are eligible to receive City matching contributions and are tax deferred (not taxed until taken out). You can also choose to participate in the 457 Roth (after tax) contribution option. You may enroll in the 457 plan or change your contribution at any time. Minimum contribution is $15 per paycheck up to and is subject to the IRS annual limitations. The City will match employee contributions up to $150/month.

PAID TIME OFF

Official Holidays

The City observes seven official holidays as paid. An official holiday that falls on a Saturday will be observed on the preceding Friday. An official holiday that falls on a Sunday will be observed on the Monday immediately following. The City observes Martin Luther King Jrs birthday but has not declared that day as an official holiday. For this reason, employees hired before the third Monday of January receive an additional eight hours of floating holiday time to be used in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.

Floating Holidays

48 hours of Floating Holidays to be used as of January 1st. Floating holiday hours may not be carried over into the next year and any unused hours will not be paid at termination.

Vacation Leave

Employees earn paid vacation hours each pay period. The number of hours earned depends upon the employees length of employment and the number of hours in a pay status. Vacation accrual ranges from 12 days per year for a new employee to 20 days per year after 11 years of employment. Unused vacation hours carry over each year but are subject to maximum accrual amounts in accordance with Spokane Managerial and Professional Association Collective Bargaining Agreement provisions.

Sick Leave

Sick leave accrues at a rate of six (6) hours per biweekly pay period. Employees must be in paid status for 80% of that pay period to accrue sick leave. Unused sick leave hours carry over each year.

Other Leaves

The City also provides several other paid and unpaid leaves, such as: bereavement leave, Family and Medical Leave, maternity leave, jury duty, and military duty leave.

WORK/LIFE PROGRAMS

Employee Assistance Program

The Employee Assistance Program (EAP) is a referral and counseling service administered by Deer Oaks. It provides a myriad of services to employees and their household members. Services include receiving confidential assistance for personal issues, such as managing stress, depression, parenting, alcohol/drugs, grief, etc. Each household member is eligible to receive up to eight counseling sessions per issue per year at no charge. There is also a benefit relating financial or legal concerns in addition to Worklife/Convenience services and online tools.

Employer Sponsored Bus Pass (ESBP) Program

The City of Spokane encourages employees to use alternatives to driving alone to work and participates in the ESBP Program offered by Spokane Transit Authority (STA). The program provides a bus pass for unlimited rides free of charge.

Revised March 15, 2022

01

Do you have a bachelor's degree from an accredited four-year college or university with major course work in business administration, public administration, operations management, psychology, communications or a closely related field?

• Yes
• No

02

If you answered Yes to question 1, you MUST attach and unofficial transcript to your application. Have you attached your transcript?

• Yes
• No

03

Do you have at least two years of call center training and quality management experience?

• Yes
• No

04

If you answered Yes to question 3, you MUST outline this experience in the job history section of your application. Where did you gain this experience?

05

Do you have at least four years of training and quality experience with a public safety agency with supervisory responsibility?

• Yes
• No

06

If you answered Yes to question 5, you MUST outline this experience in the job history section of your application. Where did you gain this experience?

07

SUPPLEMENTAL QUESTIONNAIRE INSTRUCTIONS The following Supplemental Questionnaire is part of the Civil Service T&E examination for this position and must be completed online at the time of application. Attachments to the online application will not be considered in this evaluation. To maximize your possible credit, you must complete all questions with concise but detailed answers and provide all requested information. Each answer will be scored separately. References such as "See Resume/Application" as a response or copy-and-paste from your work experience will not be scored. By continuing in the examination process, you certify that all information provided in the Supplemental Questionnaire is true and correct to the best of your knowledge.

• I understand and agree.

08

How many years of training and quality management experience do you have?

• Less than 1 year
• At least 1 year but less than 3 years
• 3 years to less than 5 years
• 5 years+

09

What is your highest level of education?

• None, AA degree, or Bachelor's degree in unrelated field
• Bachelor's degree or higher in business administration, public administration, operations management, psychology, communications or a closely related field

10

Describe your experience with training development. Include specific information on your role and the scope of the training program.

11

Describe your experience with quality assurance program development. Include specific information on your role, responsibility, and how you ensured compliance to policies and procedures.

12

Describe your experience and how you utilized software and technology to develop and manage training. Include specific information on programs or software utilized, your role, and the number of program participants.

13

Describe your experience with utilizing quality assurance software and technology. Include specific information on programs or software utilized, your role, and the number of program participants.

14

Describe your experience with measuring policy and procedure compliance. Include specific information on your role, the policy and procedure you were responsible for, and the scope of the project.

15

Describe your experience working cooperatively and effectively with other agencies or organizations, customers (internal or external), and vendors and/or the public. Include specific information on your role, who you worked with, and the scope of the project

Required Question

Employer City of Spokane

Address 808 W. Spokane Falls Blvd.

City Hall, 4th Floor

Spokane, Washington, 99201

Phone 509.625.6160

Website http://my.spokanecity.org