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 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 ) 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.htmlegalrec 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.