Quality Assurance and Training Manager, Emergency Communications and Operations Management Branch

Job Responsibility: Job Number : 52629

The Edmonton Police Service (EPS) requires a highly effective leader to manage and lead civilian and sworn members who work in a critical area of EPS operations, the Emergency Communications and Operations Management Branch (ECOMB). ECOMB consists of the Emergency Communications Centre (ECC) and related support teams, best known for 9-1-1 and police emergency call evaluation and dispatch. This position reports to the Director of ECOMB and has two Supervisors/Sergeants as direct reports. The successful candidate will also work with program specialists in several areas of the Branch. Responsibilities will include:

• Manage the ECOMB Quality Assurance and Training (QAT) Section, which consists of the ECOMB Training Unit (one Sergeant and 10-15 Emergency Communications Trainers/Constables) and the ECOMB Quality Assurance Unit (one Supervisor and 8-12 Quality Assurance Officers/Constables).
• Create and maintain a healthy and respectful workplace for QAT Section members, and all members involved in ECOMB Quality Assurance and Training programs, and ensure that member wellness is balanced effectively with operational needs.
• Oversight of the ECOMB Training Program including training for Emergency Communications Officers in the roles of 9-1-1, police call evaluation and police dispatch, training for Communications Training Officers, Emergency Communications Supervisors, and Quality Assurance, Continuing Dispatch Education and professional development for all ECOMB members, regional training for public safety communications, and other specialized training needs within the Branch.
• Ensure that training programs are modern, evidence based and aligned with other EPS training, and that training schedules and content meet the operational needs of the Branch.
• Oversight of the ECOMB Quality Assurance Program which ensures compliance with the Alberta 9-1-1 Standards, EPS policy and procedure, and all other legislative, regulatory and policy requirements. This program includes routine and investigative audits of call taking and dispatch activity as well as investigation of Citizen Concerns.
• Ensure that all ECOMB activities are conducted in accordance with legislative and administrative requirements, working closely with the Alberta Emergency Management Agency, the EPS Professional Standards Branch, Human Resources, and other internal units.
• Develop and implement strategies and plans related to training and quality assurance to ensure that programs evolve along with the needs of the Branch and the EPS.
• Facilitation of employee recognition, discipline, grievances, attendance management, conflict resolution, development opportunities, and all elements of building and maintaining a high functioning team in a diverse, changing environment.
• Coordinate the development and maintenance of ECOMB policy and procedures
• Lead role in managing Human Resources issues across the Branch. Provide guidance and support to the ECOMB Divisional Management Team (DMT) and supervisors to ensure that HR matters are effective, fair, and managed in a timely fashion.
• Ensure that labour relations matters for all ECOMB members are consistent with collective agreements and relevant policy.
• Work with the ECOMB DMT, Human Resources and Union officials to address any workplace issues that may arise and maintain a fair, open and productive working environment. Proactively address employee concerns or conflict before they become issues.
• Prepare and present internal and external audit reports and plans related to ECOMB operations, compliance and support functions.
• Participate in internal and external working groups related to ECOMB operations, compliance and support functions.
• Manage budget, resources and equipment related to ECOMB's Quality Assurance and Training Programs.
• Member of the ECOMB DMT with participation in decisions affecting operations, staffing, and resource allocations within the Branch.
• Ensure compliance with OH&S safety standards for employees.
• Other related duties as required.

Qualifications :

• Post Secondary education with a minimum two-year diploma from a recognized institution. Course work in Police or Legal Studies, Business Administration, Education, or Statistics is an asset.
• A minimum of 7 years of administrative and supervisory experience is required.
• This should include experience leading a diverse group of employees in a fast-paced, customer service environment where accuracy is of primary importance.
• Previous experience in training delivery and development, quality assurance, policy development, administrative budgets and statistical reporting is an asset.
• 3 years working experience in either an Emergency Communications Centre or Policing environment is an asset.
• Knowledge of the Alberta 9-1-1 Standards and related legislation is an asset.
• Superior human resource management skills including employee recognition, performance improvement, interdisciplinary team building, processes for team decision-making, and individual and group supervision. Leadership experience in a unionized environment is an asset.
• Demonstrated ability to uphold the principles of Equity, Diversity and Inclusion (EDI) at an individual and organizational level
• Strong interpersonal and communication skills as well as strong written, research and analytical skills.
• Demonstrated ability to make effective decisions in a dynamic environment considering complex risk factors with a high degree of accountability
• Demonstrated strong leadership, team-building and facilitation skills
• Demonstrated ability to develop strong collaborative working relationships with front line employees, supervisors, co-workers, and internal/external clients.
• Demonstrated ability to consider different points of view and to effectively and calmly deal with conflict, using an interest-based problem-solving approach.
• Demonstrated ability to lead change, think strategically, and inspire others
• Demonstrated ability to be flexible with the ability to set and adjust priorities in response to changing and emerging issues and timelines.
• Demonstrated ability to maintain a high degree of professionalism, integrity, confidentiality and personal composure.
• Demonstrated ability to effectively present information to a variety of audiences including frontline and supervisory employees, executives, partner agencies and other stakeholders.
• Class 5 Driver's License and ability to obtain and maintain City of Edmonton Driver's Permit is required.
• Shortlisted candidates will be contacted for behavioral interviews and psychological screening. Psychological screening includes a multiple-choice computer administered test and a clinical interview by a contracted psychologist.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re- Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Hours of Work: 36.9 hours per week, Monday - Friday. Hours of work may be subject to the terms and conditions of variable hours of work program.

Salary Range: 95M, Salary Grade: ML3, $128,892 - $161,115 (Annually).

General:

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at

HR Technician: BS

Classification Title : Management - ML3 Posting Date : Jun 4, 2025 Closing Date : Jun 18, 2025 11:59:00 (MST) Number of Openings (up to) : 1 - Permanent Full-time Union : Management Department : Emergency Communications and Operations Management Branch Work Location(s) : Police Headquarters, 9620 - 103A Ave Edmonton T5H 0H7