QA/FOIA Analyst

Salary : $63,325.60 - $82,354.48 Annually

Location : CF49-Dispatch

Job Type : Full Time

Job Number : 03853

Department : Dispatch

Opening Date : 01 / 13 / 2025

Closing Date : 1 / 27 / 2025 11 : 59 PM Eastern

Position Purpose / Summary

This position is responsible for the processing of external requests for information and Freedom of Information Act (FOIA) requests. The position also supports the Dispatch Department's Quality Assurance (QA), Quality Improvement (QI) & Accreditation programs by providing routine review of Dispatcher performance, including feedback to staff. The position promotes compliance with state and federal regulations as pertaining to the delivery of 911 services, adherence to established 911 communication center goals and procedures, and provides an outline for continuous improvement for the overall emergency communications center operation. Work is performed under general direction of the Sr. QA / QI Analyst. Technical guidance may be exercised over other employees.

Essential Functions

• Evaluate staff performance through regular review. Provide coaching and feedback regarding performance. Recommend additional training to ensure staff exhibit the necessary skills and techniques to improve their performance.
• Complete and maintain QA records for all calls and radio transmissions reviewed and evaluated.
• Prepare regular QA reports to the Senior QA / QI Analyst or Director on compliance with standards and performance measures.
• Process and prepare outside requests for information which includes court requests, subpoenas, agency requests, and FOIA requests. Ensure responses are provided in a timely fashion, adhere to state and federal statute, and are recorded according to departmental protocol.
• Redacts reports and audio for public release in accordance with Massachusetts Public Records law.
• Listens to and evaluates high acuity, high stress incidents on a regular / daily basis
• Formats, prints and distributes QA guidelines and updates, maintains call taker protocol cardsets
• Works with the Training / IT Coordinator and Sr. QA / QI Analyst to evaluate dispatchers for certification
• Knowledge, skills and ability to perform all job functions and act as a Dispatch CTO II
• Acts as the Administrator on Call (AOC) for scheduled pre-determined periods of time. Is required to answer phone calls and respond into dispatch if needed 24 / 7.
• Attends outreach events as scheduled by the Operations Manager - educates the public on the use of 911.
• Attends local and regional meetings and conferences on behalf of SEC.
• Performs additional duties and special projects as assigned.

Knowledge, Skills, and Abilities

Education and Experience

NOTICE : The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements.

Medical / Dental / Vision 75% City Subsidized

All health insurance plans include Dental and Vision

Retirement Available to employees working 20 hours per week

Paid Vacation Bargaining unit positions are subject to contractual obligations.

Paid Holidays All City employees receive 11 paid holidays per year.

Paid Sick Time Full time employees are immediately eligible to begin accruing 1 1 / 4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years. Supplemental Long Term and Short disability coverage is available to employees at the employee cost.

Paid Personal Days Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.

Family Medical Leave Act (FMLA) A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.

Training On the job and instructor led courses available

Employee Assistance Program Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.

Direct Deposit Easy, convenient, and free!

Salary : $63,326 - $82,354