9-1-1 Quality Assurance Supervisor

Clinton County Government is an Equal Opportunity Employer.

About the role

The 9-1-1 Quality Assurance Supervisor performs random case reviews to evaluate telecommunicators' performance in receiving and handling calls for service and/or dispatching events in accordance with established PSAP policies and procedures. This role ensures compliance with PEMA Standards Law Title 35, 911 Training, Certification, and Quality Assurance/Quality Improvement Requirements (Page 13 - Page 14 Section 2.03 a -h).

Responsibilities

• Measure compliance to departmental policies and procedures and generally accepted best practices in phone, radio, and CAD performances and functions.
• Document evaluation results with thorough, objective feedback.
• Distribute individual case review reports to CCDES 9-1-1 staff.
• Provide benchmark assessments to inform CCDES 9-1-1 staff of their performance compared to generally accepted standards.
• Identify QA trends and assist 9-1-1 Operations/Training Coordinator in the development of a QI plan, training, and professional development based on QA data.
• Maintain QA/QI recording and tracking logs.
• Edit and update When2Work (W2W) dispatcher schedule.
• Assist CAD Supervisor with data entry, CAD maintenance, and help maintain box cards.
• Assist in the development of policies, procedures, and performance goals.
• Ensure APCO EMD, Fire, and Law Enforcement protocols are being met.
• Prepare and disseminate reports for individuals, teams, and departments as directed by the Director.
• Meet with staff, supervisors, and Director to discuss trends or issues.
• Review and answer complaints from responders and the general public.
• Assist Director with management of statewide NextGen 9-1-1 phone system.
• Build reports and make recordings for querying data from the CAD and phone system when formal requests are made.
• Assist in interviewing and reviewing qualifications of new 9-1-1 dispatcher candidates.
• Maintain Standard Operational and in-house procedures in cooperation with others.
• Attend trainings and meetings as required, including completing the minutes of all EMS meetings.
• Maintain availability to support activation of County Emergency Operations Center (EOC) and support 9-1-1 Center operations during emergencies, periods of increased call volume, and disasters.
• Fill in as Dispatcher/Dispatch Supervisor during heavy call volumes, call-offs, and at the request of the Director.
• Perform other related functions as assigned or required.

Requirements

• Four (4) year bachelor's degree, and/or a high school diploma and two years of dispatch experience. Any combination of education and experience that provides equivalent knowledge, skills, and abilities will be considered.
• Valid driver’s license.
• Satisfactory pre-employment drug screen and background check.
• Completion of computer skills testing.
• APCO 40-hour Dispatcher Certification.
• APCO Comprehensive Quality Certification.
• PEMA State Telecommunicator Certification.
• CPR/AED Certification.

Skills

Language Ability and Interpersonal Communications

• Ability to perform basic data analysis, including reviewing, classifying, categorizing, prioritizing, and referencing data, statutes, and guidelines.
• Discretion in determining and referencing established standards to recognize interactive effects and relationships.
• Ability to persuade, convince, influence, train, and monitor toward a desired outcome.
• Ability to utilize a variety of reference materials such as lists, bulletins, schedules, notifications, reports, entries, cards, maps, manuals, policies, procedures, guidelines, and non-routine correspondence.
• Ability to communicate orally and in writing with managers, supervisors, department personnel, other county departments, response personnel, outside agencies, and the public.

Mathematical Ability

• Ability to perform addition, subtraction, multiplication, and division; calculate percentages and decimals; may require operations with fractions.

Physical Requirements

• Ability to operate and perform complex rapid adjustments on equipment such as computers, office machines, CAD systems, and other center equipment.
• Ability to coordinate eyes, hands, feet, and limbs for skilled movements like rapid keyboard use.
• Tasks involve light physical effort, including lifting, carrying, pushing, and pulling objects weighing five to ten pounds.
• Ability to recognize and identify degrees of similarities or differences in colors, shapes, and sounds associated with job-related objects and tasks.

Environmental Adaptability

• Ability to work under generally safe and comfortable conditions where exposure to environmental factors may cause discomfort and poses a limited risk of injury.

Employee Expectations

• Adhere to all county policies, guidelines, practices, and procedures.
• Act as a role model both inside and outside the County.
• Perform duties as workload necessitates in a timely, accurate, and thorough manner.
• Be conscientious about meeting department productivity standards.
• Communicate regularly with supervisor about department issues.

Pay

$41,981.00 (Grade J)

Schedule

Full-time