Quality Assurance/Quality Improvement Coordinator

SUMMARY

The QA/QI Program Coordinator is primarily responsible for overseeing the Division’s Quality Assurance and Improvement program for 9-1-1 Telecommunicators. Responsibilities include serving as the manager of the QA/QI Analysts while they act as the primary points of contact with employees during QA review conferences, maintaining compliance with all requirements of the QA/QI program in accordance with mandates from PEMA and applicable laws, and ensuring fair and equitable practices are applied to all Emergency Communications Division employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees the management of the phone and radio traffic quality assurance reviews.
• Manages the monthly scheduling of the QA/QI review conferences with each active Telecommunicator.
• Effectively documents and communicates the findings of phone and radio reviews, emphasizing both the areas of commendation and needed improvement, utilizing the standard of practice within the QA/QI program.
• Prepares performance reports in accordance with the Division’s QA/QI program and State regulations.
• Supervises the QA/QI program files and ensures the security of all personnel sensitive documentation.
• Administers and implements changes to QA/QI reporting and documentation processes to improve the efficiency of the program.
• Coordinates with the Assistant Director for Professional Standards and the QA/QI Analysts concerning the investigative process of complaints.
• Assists with the creation, organization, implementation and enforcement of Division policies when assigned, and as directed.
• Interacts with members from the Professional Standards Office as necessary to benefit the ongoing quality assurance program.
• Assists with training initiatives and maintains a working knowledge of the Division’s training program.
• Performs all other duties as assigned with the scope and range of job responsibilities.

QUALIFICATION REQUIREMENTS

• Bachelor’s degree in public safety field or other related field is preferred, or an equivalent combination of education and experience may be substituted.
• Must maintain a CPR certification, Public Safety Telecommunicator certification, Public Safety Telecommunicator Communications Training Officer (CTO) certification, Emergency Medical Dispatch (EMD) Instructor certification, Public Safety Telecommunicator Instructor Fire Communications certification, and CLEAN certification.

• Must obtain Emergency Number Professional (ENP) Certification within one (1) year of hire.

• 2+ years progressively responsible administrative or management experience in public safety management preferred
• Requires 9-1-1 Telecommunicator experience.
• Ability to communicate clearly and effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with all agency staff, other administrative officials, the public, and the professional community.
• Strong leadership skills with the ability to motivate, empower, and support the professional growth of staff.
• Ability to work as a team member in accomplishing subdivision, division, and department goals.
• Significant working and technical knowledge of all operational methods and tactics.
• Ability to exercise judgment and discretion in interpreting Emergency Communications Division policies and procedures.
• Ability to work flexible hours including evenings and weekends to accommodate employees and leaders working non-traditional shifts.

PHYSICAL DEMANDS

• Office environment.
• Prolonged sitting, standing, walking in an office environment.
• Significant and repeated use of a keyboard.
• Ability to work on multiple projects simultaneously and work well under limited time constraints.

Employee Benefits | Montgomery County, PA - Official Website (montcopa.org)