Quality Assurance Analyst

RiverCom 911 Center (WA); Wenatchee (WA); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

RiverCom 911 Center in Washington state is seeking a Quality Assurance Analyst to monitor and review 911 calls to ensure adherence to protocols and continuous improvement of dispatch services.

The role requires knowledge of 9-1-1 operations, various communication systems, and the ability to analyze data and report trends. The position supports accreditation programs and may involve travel for meetings and training.

Formación

• Requires 2 years of full-time public safety communications experience (dispatching or call taking).
• High school diploma or GED is required.
• Knowledge of 9-1-1 operations, standards, equipment, and regulations.
• Must successfully complete and pass a pre-employment background investigation.

Responsabilidades

• Monitor and review 9-1-1 calls to ensure proper processes and protocols.
• Establish and implement QA program aligned with industry standards.
• Conduct random and special case reviews to measure compliance.
• Evaluate 9-1-1 services through data collection and analysis.
• Document QA matters and report findings to Supervisors and Managers.
• Use written guidelines to evaluate Telecommunicators’ performance.
• Respond to public records requests; collaborate with staff.
• Provide admin support for accreditation programs.
• Serve as back-up to TAC and ACCESS Coordinator.
• Attend required training and maintain regular attendance.

Conocimientos

Quality Assurance

Data analysis

Public safety

Time management

MS Office

Communication

Stress management

Training initiative

Organization

Policy compliance

Educación

High School Diploma or GED

Washington State Public Safety Telecommunication Certification

Washington State Patrol ACCESS Level I/II Certification

NIMS IS-100 & IS-700 Certification

Herramientas

CAD systems

Phone systems

Radio systems

Microsoft Office

Descripción del empleo

The Quality Assurance Analyst performs specialized work monitoring and reviewing 911 calls to ensure proper processes and protocols are followed. This position plays a pivotal role in ensuring the success and continued improvement of the dispatch services provided. The 911 communication center provides 24-hour emergency and non-emergency call taking and dispatching services for law enforcement, fire and emergency medical services. Work is performed under general direction of the Administrative Services Manager.

To be successful in this position, an individual must be able to perform the following essential job functions with or without reasonable accommodation:

• Supports and upholds the organization’s mission, vision, values, goals, objectives, priorities, strategies, services and programs.
• Adheres to federal, state, and local laws and follows organization policies and procedures.
• Establishes and implements Quality Assurance program aligning with industry and organization standards.
• Conducts random and special case reviews to measure compliance to standards, policies, procedures, and/or protocols. Evaluates 9-1-1 services through a combination of data collection.
• Evaluates phone, radio, and CAD transmissions to ensure appropriate delivery of service to the public is provided in an efficient, accurate, and expeditious manner and that resources are being utilized.
• Document quality assurance matters and identify trends in a timely manner and makes notifications to the Administrative Services and Operations Manager of any issues that could involve liability to the Telecommunicator, and/or the 9-1-1 center.
• Analyze and evaluate data from audit criteria and compile into summaries and reports. Communicate results of QA review to employee’s direct Supervisors.
• Organizes, files, and distributes quality improvement data, findings, and recommendations.
• Use a standard set of written guidelines that clearly identify and explain specific expectations to evaluate the Telecommunicators’ performance.
• Searches data, compiles data and classifies information in accordance with Public Records Act. Responds to discovery and Public Records requests in a timely, accurate manner and works in strong collaboration with staff. Provides general and/or confidential services while responding to inquiries and requests.
• Provides administrative support for accreditation programs.
• Serves as the back-up to the Lead Computer Aided Dispatch and ACCESS Coordinator (TAC).
• Performs work with regular and predictable attendance.
• Performs other duties as assigned.

• High School Diploma or GED
• Two years of full-time public safety communications experience, such as police, fire and medical dispatching and call taking in the capacity of telecommunicator, supervisor, or trainer, is desired.
• Any combination of education and experience will be reviewed.
• Must successfully complete and pass a pre-employment background investigation.

• Comprehensive knowledge of 9-1-1 operations, standard practices, equipment, technologies, services, programs, and trends as well as federal, state, and local laws and regulations applicable to 9-1-1 operations
• Knowledge of law enforcement, fire, and EMS dispatch systems and equipment for Computer Aided Dispatch (CAD), phones, mapping equipment, radios, phone systems with ANI/ALI and hearing-impaired TTY capabilities, emergency response radio systems, Enhanced 9-1-1, recorder and tape reproduction, and ability to navigate all systems proficiently.
• Current or previous Washington State Public Safety Telecommunication Certification is desired
• Washington State Patrol ACCESS Level I and II Certification
• Criteria Based Medical Dispatch
• NIMS IS-100 and IS-700 Certification
• Ability to work and complete duties under stress and within deadlines
• Time management, planning, and organizational skills to effectively prioritize work and balance multiple responsibilities
• Willingness and initiative to complete training to further knowledge, understanding, abilities, and skills related to scope of responsibility; takes initiative and executes training initiatives to successful completion; will provide the Administrative Services Manager with a personal training report and personal performance goals on an annual basis, or as otherwise requested
• Ability to operate standard office equipment; ability to operate a personal computer; ability to proficiently use Microsoft Office software products; ability to effectively use various other computer and electronic systems and programs
• Ability to travel within and out of state on a regular and intermittent basis to attend various national, state, regional, and local meetings, conferences, events, and activities