Quality Assurance/Quality Improvement Coordinator

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.

Reports directly to the Assistant Director for Professional Standards.

• 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.

Education and Credentials

• 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.

Experience and Skills

• 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.

Work Environment and Physical Requirements

• 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.