9-1-1 Quality Assurance Supervisor

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 Department of Emergency Services Office is accepting applications for a full-time 9-1-1 Quality Assurance Supervisor. Qualified candidates will have a four (4) year bachelor's degree, and/or a high school diploma and two years of dispatch experience. Any combination of education, and experience that provides equivalent knowledge, skills and abilities will be considered. A valid driver's license, satisfactory pre-employment drug screen, background check, and completion of the computer skills testing will be required. Applications, job description and Relocation Assistance Program Information are available online at www.clintoncountypa.gov.

SALARY: $41,981.00 (Grade J)

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

• 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.

Education And Experience

Four (4) year bachelor's degree, and/or a high school diploma and two years of dispatch experience. Any combination of education, and experience that provides equivalent knowledge, skills and abilities will be considered.

These Requirements Will Include But Not Limited To

• APCO 40-hour Dispatcher Certification
• APCO Compreh nsive Quality Certification
• PEMA State Telecomunicator Certification
• CPR/AED Certification.

Language Ability And Interpersonal Communications

• Requires the ability to perform basic level of data analysis including the ability to review, classify, categorize, prioritize and/or reference data, statutes and/or guidelines and/or group, rank, investigate and diagnose. Requires discretion in determining and referencing such to established standards to recognize interactive effects and relationships.
• Requires the ability to persuade, convince, influence, train and monitor, in favor of a desired outcome.
• Requires the ability to utilize a variety of reference, descriptive and/or advisory data and information such as lists, bulletins, schedules, notifications, reports, entries, cards, maps, manuals, policies, procedures, guidelines and non-routine correspondence.
• Requires the ability to communicate orally and in writing with the Manager and Supervisor and all department personnel, other County departments, response personnel, outside agencies, and the public.

Mathematical Ability

• Requires the ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals; may require the ability to perform mathematical operations with fractions.

Physical Requirements

• Requires the ability to operate, and perform complex rapid adjustment on equipment, machinery and tools such as a computer and other office machines, CAD system, all Center equipment, and/or related materials used in performing essential functions.
• Ability to coordinate eyes, hands, feet and limbs in performing skilled movements such as rapid keyboard use.
• Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and pulling of objects weighting five to ten pounds.
• Requires the ability to recognize and identify degrees of similarities or differences between characteristics of colors, shapes and sounds associated with job-related objects, materials and tasks.

Environmental Adaptability

• Ability to work under generally safe and comfortable conditions where exposure to environmental factors may cause discomfort and poses a limited risk of injury.

Employee Expectations

In completing the duties and responsibilities of this position, the Department of Emergency Services expects the employee will adhere to all county policies, guidelines, practices and procedures; act as a role model both inside and outside the County; perform duties as workload necessitates in a timely, accurate and thorough manner and be conscientious about meeting department productivity standards; and communicate regularly with supervisor about department issues.

More . . **See full job description available online at** www.clintoncountypa.gov