Division Manager - Training

POSITION OVERVIEW

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 US
The 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 FUNCTIONS
The 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.

Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required. All positions in the Houston Emergency Center (HEC) are designated as TIER I (First Responder) Employees and will require you to work long hours in emergency or disaster situations that may require you to be away from your home and/or family for extended periods of time.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a Bachelor's degree in Business Administration, Accounting, Engineering or a field closely related to activities of the division.

EXPERIENCE REQUIREMENTS

Seven (7) years of progressive professional experience closely related to the activities of the division are required, with at least three (3) years in a supervisory capacity.

A Master's degree in Business Administration, Public Administration or a field closely related to the activities of the division may be substituted for two years of experience. Directly related professional experience may be substituted for the education requirement on a year-for-year basis.

LICENSE REQUIREMENTS: None

PREFERENCES

Preference will be given to qualified applicants with extensive directly relevant management experience with the Criminal Justice Information System (CJIS) emergency communications and communications certification programs. Extensive familiarity with personal computer software such as MS Excel and MS Word is preferred. Strong interpersonal and communication skills highly desired.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED : None

However, the department may administer a skills assessment test.

SAFETY IMPACT POSITION : Yes

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

PAY GRADE: 29

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-2788

If you need special services or accommodations 832-393-2788 (TTY 7-1-1). If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy .

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 3/17/2026 11:59 PM Central

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• Houston Airport System

• 2812331839

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