911 Quality Assurance and Accreditation Specialist

CRESA; Vancouver (WA); On-site; USD 65,000 - 95,000; Full time

Job summary

CRESA is seeking a collaborative 911 Quality Assurance and Accreditation Specialist to improve call taking, dispatching, and compliance with accreditation standards. This on-site role supports QA processes, reviews, and reporting to ensure high standards across Medical, Fire, and Police communications.

The ideal candidate will have EI QA/EMS leadership experience, IAED/CALEA certifications, and strong documentation skills, with a willingness to train staff and participate in emergency operations

Qualifications

• Associate's degree in emergency medical services or related field preferred.
• At least two (2) years in Public Safety Telecommunications focused on Quality Assurance.
• At least three (3) years non-probationary experience as a 911 Public Safety Telecommunicator.
• Possession of IAED EMD Certification, IAED EMD Quality Assurance Specialist, and ACCESS Certification within six months.
• Valid driver's license and access to a vehicle.
• Ability to pass a public safety background investigation and CJIS clearance.
• Four years of administrative experience preferred.
• Proven ability to prioritize, organize and document critical tasks.

Responsibilities

• Coordinate the agency's quality assurance processes and case reviews.
• Conduct random QA reviews of 911 and non-emergency medical calls.
• Perform focused EMD reviews to improve protocols and training.
• Assist with gathering information for CALEA and IAED accreditation.
• Review, analyze and report on QA and accreditation standards.
• Prepare and present findings and recommendations to leadership.
• Collaborate to create/update policies, directives and SOPs.
• Coordinate training for agency personnel based on QA results.
• Support on-site operations during emergencies and shifts as needed.
• Build strong relationships with dispatchers and staff.

Skills

QA & Accreditation

Public Safety Communications

Training & Documentation

Analytical Thinking

Education

Associate's degree

Tools

IAED EMD/EMDQ

CALEA accreditation

ACCESS Certification

Job description

We are seeking a collaborative and detailed oriented person for our 911 Quality Assurance and Accreditation Specialist position.

This position performs specialized analysis, administrative work and reporting for the agency quality assurance and accreditation programs. The knowledge and ability to evaluate and analyze 911 emergency call taking for Medical, Fire and Police services to ensure compliance with agency policies and procedures, quality assurance standards, applicable regulations and accreditation standards. The successful candidate will exercise considerable discretion, initiative and independence to accomplish tasks and objectives. Work requires strong organizational and record-keeping skills. Building strong professional relationships and ongoing trust with Dispatchers, Call Takers, Communications Training Officers (CTOs), Agency Instructors, Supervisors and other Agency staff is critical to overall program success. Work is performed under direction of the Program Manager.

Essential Job Functions:

Candidates must be able to perform these essential job functions with or without reasonable accommodation.

• Coordinate the agency's quality assurance processes including but not limited to providing and coordinating call taking/dispatching case reviews; training case reviewers; ensuring timely completion, feedback and reporting on case reviews; facilitate EMD awards and commendations.
• Conduct random quality assurance reviews of 911 and non-emergency medical calls to assess performance, protocol compliance, and customer service standards, while identifying trends, service gaps, training needs, and opportunities for protocol improvement, ensuring timely completion, feedback and reporting on case reviews.
• Conduct focused EMD reviews initiated by employees, partner agencies, internal needs, or supervisory request to assess performance, adherence to protocols, and customer service standards, while identifying trends, service gaps, training needs, and opportunities to enhance protocols and/or procedures ensuring timely completion, feedback and reporting on case reviews.
• Assist with gathering relevant information and organizing documents to support the agency's accreditation processes (e.g., CALEA - Commission on Accreditation of Law Enforcement Agencies and IAED International Academy of Emergency Dispatch).
• Review, analyze and report on quality assurance and accreditation standards and processes
• Prepares summary reports, documents, requiring research and analysis of program policies, procedures and standards to make recommendations for improvements
• Prepare and present formal findings, reports, and recommendations to executive leadership and relevant stakeholders as it pertains to the scope of the position.
• Effectively collaborate with others to facilitate the creation, review and updates of policies, directives, standard operating procedures and special programs.
• Coordinate with the agency training program and assist in creating and conducting appropriate training for agency and user agency personnel based on the results of quality assurance and accreditation audits.
• Partner with new trainees as needed during the on-the-job training phase to coach, train, document, and assess progression (duties are exempt from out-of-class pay)
• Represent the Agency in forums such as service relationships and public presentations
• Attend conferences, conventions or other various meetings and trainings to stay up to date on trends in public safety call taking and dispatching, quality assurance and accreditation as needed.
• Participate as needed during emergencies, including on the 911 floor to supplement staffing or in the emergency operations center.
• Develop and maintain excellent working relationships with all personnel, user agencies, the public, etc.
• Work is performed on-site, generally Monday - Friday, 8 am - 5pm. After successful completion of probationary period may request a flexible work schedule (e.g. 4 days 10-hour shifts)
  • Must be able to provide support as needed for operations or staff in a 24/7 public safety environment which may include working flex schedule when necessary to work on swing and graveyard shifts.
• Performs additional duties as assigned.

MINIMUM JOB QUALIFICATIONS:

Any combination of qualifications demonstrating a candidate's knowledge, skills and abilities to successfully perform the work will be considered.

• Associate's degree in emergency medical services or related field preferred
• At least two (2) years of experience in Public Safety Telecommunications role dedicated to Quality Assurance (e.g., EMDQ or Supervisor or such equivalent)
  • Internal Candidates additional qualifications:
    • Required that performance evaluations rated as "Meets Expectations" or higher for the previous three (3) years
    • Required that within the last three (3) years have not received any discipline, corrective action nor performance improvement plan.
• At least three (3) years of non-probationary experience as a 911 Public Safety Telecommunicator with experience including
  • 911 Call Taking
  • Police Dispatch
  • Fire Dispatch
• Possession of or the ability to obtain within six (6) months of hire:
  • International Academy of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) Certification (for QA-focused TQAC)
  • IAED certification as an Emergency Medical Dispatch Quality Assurance Specialist (EMDQ)
  • ACCESS Certification.
  • Other Certifications required by statute or state.

• Must possess a valid driver's license and have access to a motor vehicle (personal or agency) on a as needed daily basis.
• Must be able to pass a public safety background investigation and cleared authorization to work on Criminal Justice Information System
• CRESA's specific equipment and procedural expertise is not a pre-requisite, though an incumbent must demonstrate sufficient knowledge and understanding of CRESA's operations to come up to speed quickly, and understand staff responsibilities
• At least four years of administrative experience preferred
• Proven ability to prioritize, organize and document critical tasks.

Please read full job description for all the details.