Division Manager - Training

Full Job Description

Applications accepted from: All Person Interested

Department: Houston Emergency Center

Division/Section: 9-1-1 Emergency Network
Workdays & Hours: Monday-Friday, 8am-5pm. *Subject to change*

ABOUT USThe Houston Emergency Center (HEC) serves as the City of Houston’s primary hub for emergency communications, providing 24/7 access to 9-1-1 services for one of the largest cities in the United States.

HEC receives and processes emergency and non-emergency calls and coordinates the dispatch of police, fire, and emergency medical services to protect lives and property throughout the community.

Operating from a secure, purpose-built facility representing a $53 million investment by the City of Houston,

HEC is equipped with state-of-the-art emergency communications technology that supports rapid call processing, situational awareness, and coordinated public safety response.

Highly trained 9-1-1 telecommunicators and dispatch professionals serve as the critical first point of contact for residents and visitors during emergencies.

HEC supports operations for the Houston Police Department (HPD) and the Houston Fire Department (HFD) through advanced systems such as computer-aided dispatch, fire station alerting, fire records management, police and fire radio dispatch, and geographic information systems (GIS).

The facility also houses the City’s Emergency Operations Center (EOC), which coordinates response efforts during major incidents and disasters, allowing city leadership and public safety partners to maintain continuous communication with local, state, and federal agencies.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONSThe Houston Emergency Center is seeking a Division Manager (Training), who under the direction of the Director of the Houston Emergency Center, is responsible for the overall training of the 9-1-1 Telecommunicators.

The individual will monitor all training operation managers and supervisors to ensure that policy and procedural guidelines are met.

The Division Manager (Training) responsibilities will include, but are not limited to:

• Responds to inquiries from Director regarding training operational status. Lead and manage the training division, ensuring all staff are trained on 9-1-1 call handling, emergency response procedures, telecommunications systems, and applicable policies.

• Develop, implement, and continuously improve comprehensive training programs to ensure staff are well-prepared to handle emergency calls and provide critical support.

• Oversee and ensure compliance with industry standards, regulatory requirements, and organizational policies regarding 9-1-1 call operations and training.

• Collaborate with senior leadership to assess ongoing training needs, refine training curriculum, and align training objectives with organizational goals.

•Supervise, mentor, and evaluate the performance of training staff, ensuring they deliver effective and high-quality training sessions.

•Manage the scheduling, coordination, and execution of training courses, both for new hires and for ongoing professional development of current staff.

•Maintain accurate training records, monitor progress, and track certifications to ensure timely completion of required training for all team members.

•Implement performance improvement programs based on feedback, evaluations, and skills assessments.

•Foster a culture of continuous improvement and maintain a supportive, motivating, and professional learning environment. Coordinates special projects, including planning, research, presentations, promotions and evaluation of HEC employee training needs.

•Available for "on call duty" during emergency situations and any activity deemed necessary by HEC Director and will perform other duties as assigned.

WORKING CONDITIONS

The position is physically comfortable, the individual has discretion about walking, standing, etc.

There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

Requires the ability to make simple gross motor responses within large tolerances.

Requirements

Qualifications

Additional Information