911 Quality Assurance Coordinator

Job Description:

Under the administrative direction of the Communications Supervisor, the Quality Assurance Coordinator researches, develops, and implements the Quality Improvement Program to ensure efficient and effective call taking and emergency dispatch. Performs quality assurance activities, including reviewing 911 calls, recommending remedial training for individuals, and preparing monthly reports regarding compliance with protocols. Participates in the Emergency Communications Division’s Communications Training Officer (CTO) program. Performs related work including answering 911 calls for service.

Essential Job Functions

Reviews individual and departmental compliance of 911 Police, Fire, and Medical protocols, ensuring appropriate policies are being adhered to. Reviews and complies with all Public Safety Communications policies and procedures and applies same in review of calls for service.

Apprises supervisors of calls for service of a serious or unusual nature and exemplary or noncompliant performance by Public Safety Dispatchers or Call Takers.

Develops and coordinates the Quality Improvement Program to provide consistent quality of care in the emergency dispatch system.

Trains all Public Safety Dispatchers or Call Takers in proper call-taking procedures. Assists in the development of remedial training plans for individuals to address noncompliance of established protocols. Remains cooperative during all quality improvement case reviews, counseling, and coaching sessions.

Prepares monthly and quarterly statistical data and compliance reports, e.g., Exemplary Performance, Individual Protocol Compliance, Noncompliant Performance, Shift Compliance, etc.

Conducts regular quality improvement consultations with the Communications Supervisor to discuss findings and trends, review quality improvement measures, and provide quality improvement recommendations.

Provides input into the policies and procedures for the handling of both emergency and non-emergency calls related to 911 operations.

Attends meetings to provide updates on compliance and trends and to recommend training improvements or modifications.

Leads the creation of materials related to any “special circumstances” for Emergency Medical Dispatch (EMD) such as an epidemic or pandemic.

Performs all Public Safety Call Taker duties and functions. Receives emergency and non-emergency calls, determines the type of service required, and obtains the necessary information for dispatch. Correctly enters information into Computer Aided Dispatch (CAD) after obtaining all the appropriate and pertinent information from the caller. Follows appropriate protocol for dispatch to the Police and/or Fire/EMS Units. Provides pre-arrival support, care, and/or instructions including CPR instructions when appropriate.

Maintains working knowledge of telecommunications procedures, which include obtaining information from various computer terminals such as METERS and Sheriff's inquiries which may consist of wanted checks, stolen article checks, stolen vehicle checks, operator and vehicle registrations checks, and other related information inquires.

Other Duties

Performs related work as required.

Knowledges, Abilities and Skills (These are pre-employment KASs that apply only to Essential Job Functions.)

Knowledge of—

• Modern office procedures and practices including operation of office equipment such as computers, printers, and fax machines.

• Emergency Communications (police, fire, and medical) principles, practices, techniques, and technology.

• Program management principles and practices, including research, analysis, and development.

• Relevant laws, regulations, policies, procedures, contracts, accreditation, and training requirements.

Ability to—

• Apply quality assurance concepts and practices, including recognizing deficiencies and taking prompt, effective actions when required.

• Make accurate mathematical and statistical calculations.

• Evaluate Emergency Communications staff based on established protocols, policies, and procedures.

• Define issues, analyze problems, evaluate alternatives, and develop sound recommendations.

• Establish and maintain positive, proactive, and professional working relationships.

• Prepare clear, concise and comprehensive reports and materials.

• Understand, interpret, apply, and explain rel