9-1-1 QA Leader: Dispatch Performance & Training

Clinton County Commissioners; Lock Haven (Clinton County); On-site; USD 38,000 - 46,000; Full time

Job summary

The Clinton County Department of Emergency Services is hiring a full-time 9-1-1 Quality Assurance Supervisor. The role involves random case reviews of telecommunicators, ensuring compliance with PSAP policies and PEMA standards, and reporting results to leadership.

Qualified candidates will have a four-year degree or a high school diploma with two years of dispatch experience; APCO/PEMA certifications and a valid driver's license are required. Salary is $41,981 (Grade J).

Qualifications

• Four-year bachelor's degree, and/or a high school diploma with two years of dispatch experience.
• Any combination of education, and experience that provides equivalent knowledge, skills and abilities will be considered.

Responsibilities

• Measure compliance with departmental policies and 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.
• 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.

Skills

Dispatch experience

Data analysis

Written & oral communication

Policy compliance

Education

Bachelor's degree or equivalent

High school diploma with dispatch experience

Tools

APCO 40-hour Dispatcher Certification

APCO Comprehensive Quality Certification

PEMA State Telecommunicator Certification

CPR/AED Certification

Job description

The Clinton County Department of Emergency Services is hiring a full-time 9-1-1 Quality Assurance Supervisor. The role involves random case reviews of telecommunicators, ensuring compliance with PSAP policies and PEMA standards, and reporting results to leadership.

Qualified candidates will have a four-year degree or a high school diploma with two years of dispatch experience; APCO/PEMA certifications and a valid driver's license are required. Salary is $41,981 (Grade J).