9-1-1 Quality Assurance Supervisor

Summary: The 9-1-1 Quality Assurance Supervisor will perform random case reviews to evaluate telecommunicators’ performance of receiving and handling calls for service and/or dispatching events in accordance with established PSAP policies and procedures. The results of these case reviews ensures Clinton County DES is compliant with the following guidelines under PEMA Standards Law Title 35, 911 Training, Certification, and Quality Assurance/Quality Improvement Requirements (Page 13 – Page 14 Section 2.03 a –h).

Essential Functions: The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and/or assigned.

· 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.

· Ensures that 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.

· Reviews and answers complaints from responders and general public.

· Assists 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 for such are requested.

· Assists in interviewing and reviewing qualifications of new 9-1-1 dispatcher candidates.

· In cooperation of others, maintains Standard Operational and in-house procedures.

· Attends trainings and meetings as required.

· Attend and complete 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 an emergency, periods of increased call volume and disaster.

· Fills in as Dispatcher/Dispatch Supervisor at times of heavy call volumes, call offs, and at request of the Director.

· Performs other related functions as assigned or required.

Pay: From $41,981.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Military leave
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $41,981