What are the responsibilities and job description for the 911 Quality Assurance Coordinator position at Calvert County, MD?
JOB
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 FunctionsReviews 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 DutiesPerforms 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 relevant policies, procedures, laws and regulations.Demonstrate effective oral and written communications skills.Maintain confidentiality and integrity of the Calvert Emergency Communications Quality Assurance Program. Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledges, abilities and skills may be substituted on a full-time year for year basis.) Training and/or Education: High school diploma or GED equivalent. Experience: Three years of experience as a Public Safety/911 Call Taker. Licenses or Certificates: State of Maryland Emergency Medical DispatchEmergency Fire Dispatch (EFD)Emergency Police Dispatch (EPD)Emergency Medical Dispatch (EMD)METERS/NCIC CN1 CertificationAHA Healthcare Provider BLS To continue employment, must obtain Emergency Fire Dispatch Quality Assurance, Emergency Medical Dispatch Quality Assurance and Emergency Police Dispatch Quality Assurance certification within the first three (3) months of employment. Special Requirements: Subject to background investigation (which may include a polygraph or voice stress examination and psychological test). Physical Demands: Operate keyboard devices for sustained periods Unusual Demands: Subject to call in or to remain on the job with short notice for emergencies.May be required to work weekends, holidays, and rotating shifts to provide 24/7 coverage answering or dispatching emergency calls. FLSA Status: Nonexempt Compensation Steps: Department of Public Safety, Calvert Emergency CommunicationsPay rate: $27.30 - $31.34 per hour; $49,686 - $57,039 annuallyGrade 720, Full-time position, 35 hours per weekPosition closing date: April 17, 2025Please Note: This position will close at 11:59 p.m. on April 17, 2025. To be considered for the role, ensure that your application is submitted before the deadline. The position will be removed from the website as of 12:00 a.m. on April 18th. This position allows for telework, meaning the employee may be able to work from home or another offsite location for part of the workweek, but they are still required to come into the office regularly. This arrangement is at the supervisor's discretion and may change based on business needs. Calvert County Government offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include: 15 days of sick leave10 days of annual leave5 days of personal leave13 paid holidays *14 in an election yearDefined Contribution Plan457(b) Deferred Compensation PlanMedical, dental, and vision coverageFlexible spending accountsUp to 80% tuition reimbursementGym membership discounts Please Note: A complete application is required to be considered for a position within Calvert County Government. All prior work experience, education, and other certifications should be entered into the application and supplemental questions should be answered completely. Attachments are not provided to hiring managers unless you are selected for an interview. Accommodations will be made for individuals with disabilities upon reasonable notice. County application required.
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 FunctionsReviews 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 DutiesPerforms 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 relevant policies, procedures, laws and regulations.Demonstrate effective oral and written communications skills.Maintain confidentiality and integrity of the Calvert Emergency Communications Quality Assurance Program. Required Qualifications (Note: Any acceptable combination of education, training and relevant experience that provides the above knowledges, abilities and skills may be substituted on a full-time year for year basis.) Training and/or Education: High school diploma or GED equivalent. Experience: Three years of experience as a Public Safety/911 Call Taker. Licenses or Certificates: State of Maryland Emergency Medical DispatchEmergency Fire Dispatch (EFD)Emergency Police Dispatch (EPD)Emergency Medical Dispatch (EMD)METERS/NCIC CN1 CertificationAHA Healthcare Provider BLS To continue employment, must obtain Emergency Fire Dispatch Quality Assurance, Emergency Medical Dispatch Quality Assurance and Emergency Police Dispatch Quality Assurance certification within the first three (3) months of employment. Special Requirements: Subject to background investigation (which may include a polygraph or voice stress examination and psychological test). Physical Demands: Operate keyboard devices for sustained periods Unusual Demands: Subject to call in or to remain on the job with short notice for emergencies.May be required to work weekends, holidays, and rotating shifts to provide 24/7 coverage answering or dispatching emergency calls. FLSA Status: Nonexempt Compensation Steps: Department of Public Safety, Calvert Emergency CommunicationsPay rate: $27.30 - $31.34 per hour; $49,686 - $57,039 annuallyGrade 720, Full-time position, 35 hours per weekPosition closing date: April 17, 2025Please Note: This position will close at 11:59 p.m. on April 17, 2025. To be considered for the role, ensure that your application is submitted before the deadline. The position will be removed from the website as of 12:00 a.m. on April 18th. This position allows for telework, meaning the employee may be able to work from home or another offsite location for part of the workweek, but they are still required to come into the office regularly. This arrangement is at the supervisor's discretion and may change based on business needs. Calvert County Government offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include: 15 days of sick leave10 days of annual leave5 days of personal leave13 paid holidays *14 in an election yearDefined Contribution Plan457(b) Deferred Compensation PlanMedical, dental, and vision coverageFlexible spending accountsUp to 80% tuition reimbursementGym membership discounts Please Note: A complete application is required to be considered for a position within Calvert County Government. All prior work experience, education, and other certifications should be entered into the application and supplemental questions should be answered completely. Attachments are not provided to hiring managers unless you are selected for an interview. Accommodations will be made for individuals with disabilities upon reasonable notice. County application required.
Salary : $27 - $31
