911 Emergency Communications QA/FOIA Coordinator

Saline County • Benton, AR

2d • Onsite

About The Position

Maintain the Quality Assurance for the 911 Center as well as work in accordance with departmental policy, state and federal law, supplemented with specific directions from administration personnel. Work is evaluated through observation, discussion, and review of reports. Serves as Public Safety Dispatcher when needed. Respond to FOIA Requests and track time received and submitted. Work closely with the other public safety agencies in notifying them of FOIA Requests are received.

Requirements

• Knowledge of policies and procedures of the Police, Fire and emergency dispatch operation.
• Legal terms and language associated with FOIA and pertinent legal matters.
• Pertinent federal, state, and local laws, codes and regulations.
• Telecommunications systems, computer aided dispatch and 911 systems.
• Ability to identify and resolve problems in a timely manner.
• Build working relationships with team members, administrators, and stakeholders.
• Gather and analyze information skillfully and make decisions based on research and experience.
• Interpret and understand legal language regarding FOIA and other pertinent legal matters.
• Assist in building a strong professional culture.
• Develop alternative solutions when necessary.
• Comply with all rules, policies, regulations, and procedures.
• Follow chain-of-command and contact the appropriate supervisor as needed.
• Accurately and quickly recall details and essential information.
• Use reference materials (books, charts, maps, manuals, etc.) effectively and efficiently.
• Respond promptly to requests for service and assistance.
• Meet deadlines.
• Maintain confidentiality.
• Be flexible in scheduling.
• Listen and comprehend efficiently and effectively.
• Consistently think clearly, act quickly, and calmly in a wide variety of situations.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrate accuracy and thorough quality of work.
• Deal with frequent change, delays, or unexpected events.
• A High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, general business or a related field, plus demonstrated work experience that requires the review and redaction of records based on statutes, rules, regulations or policies.
• Valid Arkansas Driver's License
• Incident Command system IS-100 /200 /700 /800

Nice To Haves

• Quality Assurance/Quality Improvement and/or training preferred.
• APCO Public Safety Telecommunicator or equivalent
• Certified Training Officer (CTO) Certification.
• Experience in fields related to QA/QI and Training.

Responsibilities

• Review and evaluate emergency and non-emergency calls, dispatches, and radio communications for service in accordance with established protocols and guidelines.
• Provide individual constructive feedback to employees based on call and dispatch process review. Gather individual employee performance data and distribute to supervisors for follow-up with the employee. Provide feedback in a positive and constructive manner designed to build professionalism and excellence in the individual, team, and organization.
• Monitor performance and compliance of protocols and certification standards. Provide feedback to supervisors regarding overall division performance identified during call and dispatch process reviews.
• Participate as part of the training team to identify training needs, procedure modifications or review. Make recommendations for enhancement to operational procedures and training programs. Develop multi-media training tools and processes for effective and efficient training processes.
• Gather and compile call performance, dispatch process performance, and other related data for quality assurance purposes.
• Develop improvement strategies and actions plans for individual dispatchers, dispatch teams, team leads, and Saline Emergency Communications as a whole through education and practical training.
• Be able to present QA data analysis, action plans, and growth opportunities to stakeholder individuals and groups in a professional manner.
• Maintain a professional presence when representing Saline Emergency Communications in any manner to reinforce the standard of excellence in communication.
• Review policies and procedures to ensure call processing operations are in compliance with accreditation standards. Maintain the document management system to ensure proper tracking of document modifications as well as staff notifications and sign offs.
• Assist in maintaining minimum staffing levels. Obtain and maintain all education requirements for all dispatch stations, including MEDCOMM as backup.
• Perform a variety of clerical and data entry duties. Assist in updating software programs by providing improvement opportunities procured from on-the-job experience, feedback from dispatchers, call and dispatch reviews, and QA data.
• Operate a variety of communications and telecommunications equipment including wide band radio, telephone and computer consoles and systems, and other recording devices.
• Have a working and apply knowledge of FOIA laws, rules, and regulations.
• Team lead in obtaining Dispatch Center accreditation. Provide direction, motivation, and tracking of the accreditation process.
• Assist the Emergency Operations Center in responding to large scale events in whatever capacity is needed by the Incident Commander.
• Investigate stakeholder complaints, untoward events, and other incidents involving possible loss or neglect of service by the dispatch center personnel. Provide risk analysis, after action review information, and feedback to management and staff.
• Perform other duties as assigned.

Benefits

• This position work schedule is Monday/Friday, 8 AM to 4:30 PM with some evenings required depending upon the workload, with paid holidays off.
• Bilingual pay of $2,080 is available once proficiency has been established.
• Group health, dental and life insurance is paid by the County for the employee’s coverage provided the employee obtain a wellness check within designated timeframe.
• For employee retirement, the County contributes 15.32% per pay period of the employee’s gross towards the employee’s retirement through the Arkansas Public Employees’ Retirement System.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED