911 Quality Assurance Coordinator

Milwaukee County Wisconsin•Milwaukee, WI

7d•Onsite

About The Position

The 911 Quality Assurance Coordinator will perform tailored duties critical to Communications operations. The 911 Quality Assurance Coordinator will collect and analyze bona fide metrics to benchmark against national standards. This position is responsible for the quality assurance program for the 911 Communications Division, to include assessment of calls and dispatch radio transmissions; trauma/cardiac pages and the Dispatcher Assisted CPR or EMD program.

Requirements

Current Wisconsin resident at time of application
Valid Drivers License to be maintained throughout employment.
High School Diploma or GED equivalent
At least one (1) year of experience working as a 911 or EMS call-taker/dispatcher that includes experience with Emergency Mangement and Quality Assurance process
Basic knowledge of all related computer and software applications, such as word processing and spreadsheets.
Able to lift/carry and push/pull up to 30lbs.

Nice To Haves

Advanced Certification in Emergency Medical Dispatcher Quality Assurance (EMD Q)

Responsibilities

Gather and analyze all available calls, radio transmissions, and paper/electronic files.
Provide critical, accurate and thorough evaluation of these records with QA measuring tools.
Prepare, implement and maintain requirements of the Comms QA program through performance standards that adhere to local, state and national standards in line with developed QA tools to include Association of Public Communications Officials (APCO).
Maintains required quality improvement files, records and tracking logs.
Prepares and disseminates employee quality improvement reports, identifies trends in performance and alerts leadership to the need for training or changes.
Prepare, implement and maintain requirements of the Comms QA program through performance standards that adhere to local, state and national standards in line with developed QA tools to include Association of Public Communications Officials (APCO).
Must be intimately familiar with procedures, operations and protocol.
Work with the Training Team on curriculum and process improvements.
Responsible for having a general understanding of the OEM EMS Division QA processes collaborating with the OEM QA Coordinator in the collection and evaluation of data in accordance with the EMS Division QA processes.
Research, process, record, and disseminate incoming open records requests related to the four divisions of OEM.
Requires the ability to prepare audio tapes to meet open records mandates per County and Wisconsin Statues
Responsible for having a general knowledge of Emergency Management Division QA processes and provide assistance with reviewing and evaluating hazardous materials spill notification and severe weather incident reports.
Works as a floor supervisor when no other supervisor is present.
Works with leadership team on scheduling and other problem solving.
Other duties as assigned by OEM Director, OEM Deputy Director, and/or 911 Division Director Rep.
Fills in as a CDO or Dispatcher.
Complete other tasks and duties as assigned by the OEM Director, OEM Deputy Director, 911 Director and/or 911 Supervisors.