Job 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.

Qualifications

• Completion of the twelfth (12th) school grade.
• Emergency Communications and Response Certificate and/or equivalent education from a recognized post-secondary institution.
• Minimum of five (5) years working in an Emergency Communication Centre OR Minimum three (3) years working in a Police ECO.
• One (1) full working year and at least 2080 hours of experience in police/emergency call-taking.
• One (1) full working year and at least 2080 hours of experience in police/emergency dispatch.
• Effective time management and organizational skills.
• Highly self-motivated with ability to work with minimal supervision.
• Excellent leadership skills including the ability to motivate others.
• Exceptional communication skills including written, verbal, formal and informal.
• Able to adapt to various situations and make decisions and solve problems effectively.
• Able to effectively supervise sworn and civilian members.
• Experience with practical application of assorted computer software programs including CAD, ProQA, CARM, Microsoft Office Suite, Adobe, etc.
• Previous experience with protocol software such as ProQA.
• Previous Supervisor or Acting Supervisor Experience.
• Previous in-house training in Emergency Police Dispatch such as the EPS ECO Call Evaluation or EPS ECO Dispatch course certificates and successful completion of the Supervisor Development Course..
• Supervisory, management and conflict resolution courses such as the APCO Communications Centre Supervisor and NENA 9-1-1 Center Supervisor Program Certificates or ENP Certification.
• Previous coaching, QA, instructional or teaching experience.
• Knowledge and understanding of EPS administrative processes.
• Applicants will be tested.
• Shortlisted external candidates will be contacted for behavioral interviews and psychological screening. Psychological screening includes multiple-choice computer administered test and a clinical interview by a contracted psychologist.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Hours of Work: 40 hours per week, with the possibility of a compressed work schedule. May require flexibility to support operations outside of standard hours.
Salary Range: 21B, Salary Grade 059: $47.338 - $59.272 (Hourly), $3,787.00 - $4,741.80 (Bi-Weekly), $98,841.74 - $123,759.94 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.
General:

• Civic Service Union 52 members are asked to send a copy of their application to the union office.
• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Please note that the option to work remotely is not available at this time.

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.
HR Technician: BS

Skills Required