9-1-1 ECC Quality Assurance Specialist (2 vacancies)

Compensation Range:

$52,890.24 - $79,331.20

Our full-time positions come with an array of excellent benefits including comprehensive healthcare coverage, a pension plan, flexible spending accounts and even a tuition reimbursement program.

At Lancaster County, we understand the importance of work-life balance. That's why we offer paid time off for sick, vacation and holidays, an employee assistance program, and family medical leave.

If you're passionate about making a difference, apply today to join us in serving the community!

Job Description:

JOB SUMMARY

• The 9-1-1 ECC Quality Assurance (QA) Specialist is responsible for developing, executing, and maintaining a comprehensive quality management program within the Department of Public Safety (DPS).
• This position plays a pivotal role in ensuring telecommunicator performance aligns with state and national standards. The QA Specialist works closely with the DPS training team and ECC management to promote operational excellence, identify performance trends, and support ongoing improvement initiatives.

ESSENTIAL JOB FUNCTIONS

Quality Assurance & Training Support

· Audit 9-1-1 calls for compliance with dispatch protocols, CAD standards, and departmental procedures.

· Provide constructive feedback and coaching to telecommunicators based on QA evaluations.

· Collaborate with the training team to support new hires and ongoing employee development.

· Conduct skills enhancement sessions, especially in medical dispatch protocols.

· Assist in meeting PEMA-mandated quality assurance audit percentages.

Operational Proficiency & Support

· Maintain telecommunicator proficiency by working monthly ECC shifts (schedule set by management).

· Demonstrate functional command of dispatch software, phone, and radio systems.

· Identify high-risk behaviors and recommend corrective actions.

· Make sound decisions in high-pressure, multi-tasking situations.

· Support ECC operations in a Telecommunicator III capacity when necessary.

Investigations & Legal Support

· Assist in internal investigations related to telecommunicator performance or public complaints.

· Prepare documentation and serve as department representative in legal proceedings, as needed.

· Respond to Right-to-Know requests, audio reproduction, and CAD data management, in collaboration with administration and legal counsel.

Administrative & Interagency Collaboration

· Maintain QA reports, data tracking systems, and generate statistical analysis as required.

· Attend and represent the department at internal and external quality assurance meetings.

· Present a professional and approachable image to the public, agencies, and stakeholders.

· Provide recommendations to improve procedures, training, and operational protocols.

MINIMUM QUALIFICATIONS 

• Bachelor’s degree in information technology, public safety, or a related field and 1 year of relevant experience; OR

• High School diploma and 5 years of relevant experience as a Telecommunicator III or equivalent in a Public Safety Answering Point (PSAP); OR

• Any combination of education and experience which has provided the knowledge, skills and abilities cited above.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong understanding of public safety communication operations.

• Effective written and verbal communication skills.

• Ability to coach, mentor, and model best practices.

• Comfortable working independently and as part of a team.

• Proficiency in dispatch software (CAD), phone systems, and QA methodologies.

• Capable of handling sensitive information discreetly.

• Available outside normal business hours for meetings or emergencies.

• Ability to travel locally for meetings and trainings.

REQUIRED LICENSES/CERTIFICATIONS/CLEARANCES:

**Certifications (Must maintain or obtain within 2 years of hire)

• CPR and EMD Certification

• PEMA-Approved QA Certification

• EMD Quality Assurance

• CLEAN and JNET access credentials

• ICS 100, 200, 700, 800

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Ability to sit, stand, walk, twist, and reach frequently.

• Occasional squatting, kneeling, pushing, or pulling.

• Able to lift and carry items up to 10 pounds.

• May assist with maintenance of equipment and office systems.

The County of Lancaster offers c