QA/QC Coordinator

Job Summary

This role is responsible for all aspects of the agency quality assurance and accreditation program and record reporting. This position is responsible for the direction and implementation of the Communications Center Quality Assurance and Accreditation Record Reporting. With general direction from the Communications Division Manager, this person works to ensure that the quality standards are met by reviewing policies, operating procedures, as well as carrying out initiatives to evaluate the effectiveness of existing programs.

Essential Functions: These are intended only as Illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Provides Communications Manager with input regarding policies and procedures pertaining to the operations of the Communications Center related to Emergency Medical, Fire and Law enforcement Dispatching.

Prepares monthly reports on 911 call answering, processing and dispatching performance related to the national standards and Emergency Medical, Fire and Law Enforcement Dispatching.

Communicates and coordinates with the dispatching software vendor to oversee the training usage and reporting of software.

Develops, performs, and documents all agency quality assurance programs employing appropriate tracking, review, and reporting methodology.

Develops and implements a comprehensive plan to ensure compliance with National, Federal and State Agency accreditation standards.

Develops education regarding regulatory standards while collaborating with members of the leadership team to address opportunities for improvement.

Provides Communications Manager with detailed reports on the Communications Center performance measures and assists in preparing monthly and yearly progress and performance reports as specified regarding performance metrics.

Provides timely feedback to employees regarding performance.

Provides specific operational information on employee performance to the Communications Manager for ongoing coaching, guidance, and feedback as well as for annual evaluations.

Coordinates with the Communications Manager to implement changes in the Communications Center procedures.

Coordinates with the Training Coordinator to ensure all training requirements are met.

Communicate with the Communications Manager for recognition of exceptional performance.

Regularly reviews recorded calls to ensure adherence to policies, procedures, and performance. Coordinates with Training Coordinator "in-service" training needs relevant to agency deficiencies/trends identified through the quality assurance process.

Identifies individual personnel in need of remedial training and coordinates remedial training with the Training Coordinator.

Coordinates with the Communications Manager for disciplinary actions related to performance deficiencies not resolved with remedial training.

Monitors the performance of the accreditation program and related activities on a continuing basis; takes appropriate steps to improve the effectiveness, including developing metrics for evaluating the effectiveness of the program.

Remains informed of all aspects of accreditation/certification processes, including proposed changes or amendments to standards; assesses the impact of changes on current policies and procedures.

Employees in this classification may be expected to perform any related duties as required by proper authority.

Industry standards related to a public safety communications center.

Knowledge of the policies, procedures, organization within the Communications Center. Quality Assurance programs related to a public safety communications center.

The accepted call handling practices for communications call taker with an emphasis on professionalism and high level of customer service.

Operational needs for public safety responders for Law Enforcement, Fire and EMS.

National Incident Management System (NIMS) and Incident Command System (ICS) as it relates to a public safety communications center.

Basic level call taking techniques.

Multi-task, organize, prioritize, and adapt to constantly changing situations, and effectively take appropriate action.

Work independently exercising good judgement In safeguarding sensitive and confidential information.

Ability to handle confidential matters appropriately.

Ability to establish and maintain effective working relationships with co-workers, elected officials, other public safety agencies and the general public.

Ability to apply appropriate independent initiative, discretion, judgement, and organizational skills to a variety of assignments and situations.

Working Conditions

Work is typically performed in an office environment.

1. High school Diploma or equivalent.

1. Five (5) years of experience working in a public safety communications center.

1. OR have a combination of education, training and work experience that is equivalent to #1 and #2 above that provides the requisite knowledge, skills, and abilities for this job.

1. Valid Georgia driver's license.

1. P.O.S.T Basic Communications Officer Certification

1. G.C.I.C Certified

1. ED-Q certification from the National Academy of Emergency Medical Dispatch (NAMED) or able to obtain within three (3) months of employment.

1. Emergency Medical Dispatch (EMO) certification from the National Academy of Emergency Medical Dispatch (NAMED) or able to obtain within three (3) months of employment.

1. NIMS 100/20017001800 completed and passed within the last twelve (12) months.

1. Valid CPR certification