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911 Business Services Analyst - Training and Development Supervisor

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911 Business Services Analyst - Training and Development Supervisor

Salary

$66,703.00 - $103,398.00 Annually

Location

Durham, NC

Job Type

Full time with benefits

Remote Employment

Flexible/Hybrid

Job Number

25-05502

Department

Emergency Communications (911)

Opening Date

07/02/2025

Closing Date

7/23/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Position Description

Work. Serve. Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $66,703 - $80,043

Hours/Schedule: 8:00 - 5:00

The Durham Emergency Communications Center (http://durhamnc.gov/435/Emergency-Communications) works to provide City and County residents the fastest, most-efficient emergency call response possible while ensuring the safety of our police, fire and emergency medical services responders. Our state-of-the art center was the first, and currently one of only three, in the nation to hold both emergency medical dispatch accreditation from the Commission for Accreditation of Law Enforcement Agencies and Project 33 agency training program certification from APCO International. We’re constantly finding ways to improve the quality of assistance we provide to the community, knowing service is our one and only product. If innovating and serving in a fast-paced environment are for you, bring your talent and skills to Durham!

This position is devoted to providing management analysis and oversight, departmental personnel and budget coordination, and program administration within the DECC Training Division. Incumbents in this Business Services Analyst role perform fully proficient, journey-level operational analysis work for the Department of Emergency Communications, exercising independent judgment and professional knowledge to improve training operations, ensure compliance, and support workforce development initiatives.

This position is responsible for researching, compiling, and analyzing operational and training-related data; coordinating the department’s training budget planning; overseeing processes related to training delivery, compliance, and professional standards; performing internal quality control reviews; and managing high-impact training and certification programs. The incumbent also serves as a liaison with other City departments and external agencies and may supervise analysts or paraprofessional staff.

Duties/Responsibilities

Administration and Program Oversight

+ Administer training programs including evaluating program performance, quality control, and compliance with regulations.

+ Manages instructor assignments, contract processing, and documentation required for certification or credentialing bodies.

+ Ensures training records, student progress logs, instructor evaluations, and continuing education documentation are maintained in accordance with CALEA and state standards.

Analysis and Reporting

+ Research, analyzes, and compiles operational, instructional, and budgetary data; prepares detailed reports and performance dashboards.

+ Develops and recommends improvements to internal training workflows and business processes based on findings.

+ Develop performance measures to assess training impact and identify gaps or opportunities.

Financial Coordination

+ Participates in training-related budget planning activities and prepares financial documentation.

+ Analyzes cost estimates for materials, instructors, technology, program improvements, monitors expenditures.

Communication and Collaboration

+ Serves as a liaison to HR, Technology Solutions, Fire, Police, EMS, and other agencies to coordinate onboarding, certifications, and instructor partnerships.

+ Represents DECC on interdepartmental working groups and presents program results to internal and external stakeholders.

+ Supports policy development and the implementation of departmental strategic goals.

Outreach and Compliance

+ Promote programs, develop outreach and training materials, and coordinate internal or community training initiatives as needed.

+ Ensures internal training programs meet requirements for DCI, FEMA, NCOEMS, NC DOJ, and accreditation entities.

Minimum Qualifications & Experience

+ Bachelor’s degree or equivalent experience in business or public administration or directly related field

+ Two years of professional experience related to emergency communications or public safety.

REQUIRED CERTIFICATIONS/LICENSES:

+ North Carolina Justice Academy General Instructor Certification or equivalent

+ Division of Criminal Information (DCI) or equivalent

+ National Crime Information Center (NCIC) certification

+ APCO/NENA Communications Training Officer Certification or equivalent

+ CPR Certification

+ Certifications in Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) or Emergency Police Dispatch (EPD).

+ Must have one of the following 40-hour Basic Telecommunicator courses or equivalent:

+ Emergency Telecommunicator Certification (ETC)

+ Telecommunicator Core Competencies

+ Public Safety Telecommunicator 1 (PST)

+ North Carolina Sheriff's standards (TCC)

+ Must obtain the following Instructor-level certifications within 12 months of employment:

+ Emergency Telecommunicator Certification (ETC)

+ APCO Instructor Certification

+ No Class B (or higher) misdemeanor conviction in the last ten (10) years (please see a list of Class B Convictions Here (https://ncdoj.gov/download/16/general-information/360589/classbman-final-version-sept-2022) )

+ No Felony Conviction

+ Please note that for any selected candidate in an operational position they must meet requirements designated by NCOEMS, by following this link you can view an FAQ outlining those employment requirements https://info.ncdhhs.gov/dhsr/EMS/faqcomp.htm#legalrec

Additional Preferred Skills

+ Preference will be given to candidates with at least 12 years of experience related to emergency communications or public safety inclusive of:

+ At least 3 years in a training/educational leadership role.

+ At least 5 years of demonstrated supervisory or management experience in a high-performance environment.

+ RPL (Registered Public-Safety Leader) – APCO

+ CMCP (Certified Manager of Communications Personnel) – NENA

+ CPE (Certified Public-Safety Executive) – APCO

+ Emergency Dispatch Q (ED-Q) Certification - IAED

+ Familiarity with CALEA accreditation and compliance standards.

+ Experience implementing LMS platforms, microlearning, or eLearning modules.

+ Strong leadership, collaboration, and coaching abilities.

+ Excellent written, verbal, and instructional communication.

+ Forward-thinking mindset with a passion for professional development and innovation.

+ Strong organizational skills with ability to manage multiple priorities and initiatives.

Benefits – General Full-Time Employees

+ 12-13 paid holidays per year

+ 13 standard work days of vacation per year

+ 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

+ 2 weeks paid military leave per year

+ Medical, dental, vision, and supplemental life insurance plans

+ State and City retirement plans

+ Short and long term disability plans

+ Paid temporary disability leave for specified conditions

+ City contribution of 13.6% into the N.C. State Retirement System

+ Paid funeral leave

+ Employee Assistance Program - personal and family counseling

+ Paid life insurance equal to annual salary

+ 48 hours for volunteer work each year*

+ 4 hours parental leave each year

+ Workman's Compensation Insurance

+ 457 Deferred Compensation Plans

Benefits - Part-Time (1,000 hours or more per year)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan

Benefits Part-Time (Average 30 hours per week over 12 month period)

+ 401(k) retirement plan (5.0% of salary)

+ State retirement plan effective first day of the month following date of hire

+ Health insurance effective first day of the month following date of hire

+ Dental and life insurance, after one year of service

+ Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service

01

Where did you first hear about this opportunity?

+ City of Durham Website

+ Walk in

+ Job fair

+ Employee referral

+ Professional organization ***Please list the organization in "other" box below***

+ Internet posting ***Please list the specific web site in the "other" box below***

+ Craig's List

+ Facebook

+ LinkedIn

+ GlassDoor

+ governmentjobs.com

+ Monster.com

+ Indeed.com

+ Employment Security Commission

+ Magazine/Newspaper

+ Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Please select your highest level of COMPLETED education.

+ Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

+ High School Diploma or Equivalent (GED, HiSET, TASC)

+ Associates Degree

+ Bachelor's Degree

+ Master's Degree

+ Doctoral Degree (PhD, Juris Doctorate)

04

How many years of experience do you have that is related to emergency communications or public safety?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 2 years of related experience

+ 2 years but less than 6 years of related experience

+ 6 years but less than 10 years of related experience

+ 10 years but less than 12 years of related experience

+ 12 or more years of related experience

05

How many years of related experience do you have a training/educational leadership role?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 3 years of related experience

+ 3 years but less than 7 years of related experience

+ 7 or more years of related experience

06

How many years experience do you have as a supervisory or in a management capacity in a high-performance environment?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 2 years of related experience

+ 2 years but less than 5 years of related experience

+ 5 or more years of related experience

07

Do you have a North Carolina Justice Academy General Instructor Certification or equivalent?

+ Yes, I have a North Carolina Justice Academy General Instructor Certification or equivalent

+ No, I do NOT have a North Carolina Justice Academy General Instructor Certification nor an equivalent

08

Do you have a Division of Criminal Information (DCI) certification or equivalent?

+ Yes, I have a Division of Criminal Information (DCI) certification or equivalent

+ No, I do NOT have a Division of Criminal Information (DCI) nor an equivalent

09

Do you have a National Crime Information Center (NCIC) certification?

+ Yes

+ No

10

Do you have an APCO/NENA Communications Training Officer Certification or equivalent?

+ Yes, I have an APCO/NENA Communications Training Officer Certification or equivalent

+ No, I do NOT have an APCO/NENA Communications Training Officer Certification nor an equivalent

11

Do you have a CPR Certification?

+ Yes

+ No

12

Please indicate which of the following certifications you have:

+ I have a Certification in Emergency Medical Dispatch (EMD) AND Emergency Fire Dispatch (EFD)

+ I have a Certification in Emergency Medical Dispatch (EMD) AND Emergency Police Dispatch (EPD)

+ I have none of these

13

Do you have any of the following 40-hour Basic Telecommunicator courses or equivalent:

+ Emergency Telecommunicator Certification (ETC)

+ Telecommunicator Core Competencies

+ Public Safety Telecommunicator 1 (PST)

+ North Carolina Sheriff's standards (TCC)

+ None of these

14

Do you have the Emergency Telecommunicator Certification (ETC) or the APCO Instructor Certification? If not, you must be willing and able to obtain both within 12 months of your start date.

+ Yes, I have these certifications

+ No, I do not have these certifications, BUT I AM willing and able to obtain them within 12 months of my start date

+ No, I do not have these certifications and I am NOT willing or able to obtain them within 12 months of my start date

Required Question