Emergency Communications Training & Quality Specialist

Responsible for new hire and ongoing training and quality assurance of 911 Emergency Communications Call Takers and Dispatchers. 

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.

• Conducts quality assurance reviews, administers training, and otherwise support the center's professional development and performance improvement.
• Deliver new hire training utilizing varied delivery methods that prepares all new hires for success following new hire training.
• Conduct quality assurance audits on calls, radio traffic, chats, and systems, ensuring compliance with policies, guidelines, and best practices.
• Executes training and quality programs for Emergency Communications, ensuring compliance with applicable laws, policies, guidelines, and best practices.
• Help respond to open records requests by collecting audio and transcripts.
• Track and analyze staff errors, questions, and needs. Identify trends and work to resolve common quality and training issues.
• Develop staff through training, coaching, and mentoring to improve outcomes.
• Performs related work as required.

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

Open-Entry Requirements:

• Education: Completion of two years of college (90 quarter credit hours or 60 semester credit hours) to include college level English; AND
• Experience: Two years of call center training experience OR four years of dispatching experience with a public safety agency.

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 are paid for by the City of Spokane.

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 multiple-choice questions.

Possible subjects covered in the examination:

• Training
• Quality Assurance
• Computer Skills
• Attention to Detail
• Communication and Interpersonal Skills

This is an online examination that will require a computer. If you do not have access to a computer, please notify Civil Service so that one may be provided. Computer reservations can also be made through your local public library.

Examination instructions and links will be emailed to qualified applicants on September 23rd, 2026. The testing window is September 24th - 28th.

Please note: The email will come from City of Spokane (info@governmentjobs.com). 

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.