911 Compliance Division Manager

Williamson County•Georgetown: 911 Tracy Chambers Ln, TX

1d•Hybrid

About The Position

Responsible for overseeing the daily operations of the Compliance Division and the functions of the Quality Assurance/Quality Improvement (QAQI) Unit. Maintains and reports compliance to all regulatory and departmental requirements as stipulated by law, agreements, and policies. Coordinates onboarding of new employees. Manages the compliance activities and recommendations to senior leadership in areas of long-range strategic planning, monitoring, and revising and developing effective performance measurements and operating guidelines. Conducts internal investigations.

Requirements

Bachelor’s degree in a related field and three (3) years of experience working with accreditation processes and writing/implementing department policies and procedures; OR an equivalent combination of education and experience
Two (2) years of experience directly working with TCOLE documentation and knowledge/understanding of their rules
Two (2) years of experience working in a communications center or another public safety field
Prior leadership and/or supervisory experience
Knowledge of emergency communications practices, as well as federal, state, and local regulations governing departmental policy and operations
Working knowledge of Microsoft Office Suite, Adobe
Required within thirty (30) days of employment: Valid driver’s license
Required within one (1) year of employment: Completion of Texas Commission on Law Enforcement (TCOLE) Telecommunicator course
Required within one (1) year of employment: Federal Emergency Management Agency (FEMA) Incident Command System (ICS) 100, 200, 700, 800

Nice To Haves

Experience in QAQI with reviewing calls and providing feedback
Working knowledge of an Emergency Communications Center
Working knowledge of, CAD, NICE, PowerDMS, TCLEDDS/Secure Share, NENA Center Manager Certification
Knowledge of emergency communication accreditation standards
Five (5) years of experience in education, training, and quality assurance in a public safety communications or related field
Association of Public Safety Communications Officials (APCO) or National Emergency Numbers Association (NENA) Communications Training Officer certification
International Academy of Emergency Dispatch (IAED), Emergency Fire Dispatch (EFD), Emergency Medical Dispatch (EMD), and Emergency Police Dispatch (EPD) Quality Assurance (“Q”) certification

Responsibilities

Establishes minimum standards and verifies the completeness of documentation for all levels of recognition, certification, and accreditation
Develops proofs of compliance for accreditation standards, prepares policy drafts, prepares written documentation and develops reports
Analyzes internal operating procedures to ensure ongoing compliance with the state and national accreditation standards
Prepares the department for re-accreditation; makes recommendations based on accreditation reviews
Oversees the recruitment and hiring of employees, including internal recruiting and retention programs, applicant testing, interviews, and background investigations
Develops performance improvement plans as needed
Records and conducts internal investigations with performance complaints or allegations of misconduct as directed by the Deputy Director
Organizes, coordinates, conducts and evaluates assigned programs to established goals, objectives, and outcomes
Files regulatory forms and maintains department documents as required by state licensing agencies
Provides access to records as required by statute
Develops, revises, and implements policies and procedures
Coordinates within the division, department, Emergency Services departments, and other internal and external stakeholders to ensure quality of service and care
Assists with budget preparation, including projection of needs, for Compliance Division
Ensures all record and recording requests are appropriately completed to include audits and reports on the collection and security of all records and recordings
Maintains up to date knowledge of State and Federal laws, regulations, and policies governing the division, as well as advanced practices, procedures, and techniques