Training and Quality Assurance Coordinator

City of Raleigh North Carolina • Raleigh, NC

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About The Position

The Training and Quality Assurance Coordinator provides specialized technical expertise in emergency communications and supports emergency and non-emergency call handling and police and fire dispatch communications. The role formally trains staff, monitors calls and evaluates performance for compliance with established protocols and service standards, and provides feedback and recommendations to improve operations and training. It also compiles quality assurance data and prepares monthly reports, maintains records and training materials, and may support candidate recruitment, testing, and selection.

The position may also perform emergency communications and dispatch services to provide staff coverage, respond to inquiries and public-records requests, and locate, redact, and provide audio and system dispatch records in accordance with applicable regulations and procedures. A high school diploma or GED and five to seven years of experience in emergency communications or a related field are required, or an equivalent combination of education and experience sufficient to perform the duties. CPR certification and DCI and NCIC certifications are required. EMD and EFD Quality Assurance certifications must be obtained within six months of hire.

Work is routinely performed indoors in an office environment. The role typically involves standing, walking, fingering, talking, hearing, seeing, and repetitive motions, with light physical demands of exerting up to 20 pounds occasionally and/or up to 10 pounds frequently.

Requirements

• High school diploma or GED and five to seven years of experience in emergency communications or a related field, or an equivalent combination of education and experience sufficient to perform the essential duties.
• CPR certification.
• Division of Criminal Information (DCI) certification.
• National Crime Information Center (NCIC) certification.
• Obtain Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) Quality Assurance certifications within six months of hire.

Responsibilities

• Review and evaluate emergency communications services or training, including listening to emergency and non-emergency calls and assessing call skills in training programs.
• Review compliance with established protocols and service standards.
• Notify the supervisor of performance or training issues requiring attention; provide operational performance and employee feedback based on evaluations.
• Recommend enhancements to operational procedures and training programs.
• Gather and compile call-performance and related data for quality assurance and prepare reports summarizing findings.
• Receive and respond to emergency communications calls and perform dispatch services; maintain telecommunications and dispatch-system skills and provide staff coverage.
• Respond to inquiries and records requests and, as assigned, locate, redact, and provide audio and system dispatch public records in accordance with regulations and procedures.
• Enter, update, and maintain system data, records, and files; produce reports and program or procedural materials.
• Perform other duties of a similar nature and level as assigned.

What This Job Offers

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