911 Training and QA Manager

Burke County
Published
March 1, 2022
Location
200 Avery Ave., Morganton, NC
Category
Billing Address
200 Avery Ave.
First Name
Larenda
Last Name
Johnson
Phone Number
8287649086
County
Burke
Closing Date
open until filled

Description

DESCRIPTION OF WORK:

Performs managerial, administrative, and coordination work in managing the E-911 Training Section of Burke County E-911 Consolidated Communications Center.

The position is an administrative position responsible for planning, organizing, and implementing training and Quality Assurance (QA)and Quality Continuity (QC) processes for BURKE COUNTY E-911 CONSOLIDATED COMMUNICATIONS CENTER (CCC)This position is responsible for monitoring performance quality of the operations staff through performance audits conducted by QA/QC Specialists.  This position has overall responsibility for accreditation.  This position works with the Director on issues related to the performance of the operations staff, overall center performance, and progress made towards quality related 911 center certifications.

DUTIES AND RESPONSIBILITIES:

The duties listed below are not inclusive, but characteristic of the type and level of work associated with this class.  Individual positions may do all or some combination of the duties as well as other related duties:

  • Conduct needs assessments to determine what types of training should be provided to employees.
  • Designs and develops internal and external training programs.
  • Implements training programs, creates, or selects assessment tools, and evaluates instructional effectiveness.
  • Produces training material for BURKE COUNTY E-911 CONSOLIDATED COMMUNICATIONS CENTER (CCC).
  • Provides train-the-trainer sessions for internal staff, in order to help them develop the instructional skills necessary to share what they know with others.
  • Develops a calendar that details training opportunities being offered.
  • Assesses and reports on training effectiveness to upper management.
  • Establishes a training and QA/QC budget.
  • Manages equipment used for training purposes.
  • Manages training records for all employees.
  • Initiates recognition for exceptional performance.
  • Compiles performance metric data and analyzes the results to track overall center performance and benchmark the center’s performance against national standards.
  • Plans, develops, implements, and maintains QA standards and programs that align with national 911 Center certification programs such as an NAED’s Accredited Center of Excellence (ACE) and others. This includes developing and revising policies, procedures and protocols as necessary to maintain standards.
  • Analyzes QA needs and develops new programs or modifies and improves existing standards. Evaluates QA programs, processes, and standards to ensure they are consistent with "best practices" and are appropriate in all situations.  Makes change recommendations and ensures recommended changes comply with NENA and APCO operating standards.
  • Manages the Quality Assurance Program with AQUA (Advanced Quality Assurance) computer software based on the Medical Priority Dispatch System and Fire Priority Dispatch System protocols utilizing expert system logic and quality assurance data analysis to ensure that communications personnel are meeting the optimal requirements for protocol compliance and customer service.
  • Makes recommendations regarding continuing employment for telecommunicators based on QA results of 911 calls. Recommendations may include remedial training.
  • Monitors and evaluates QA staff performance and provides coaching and feedback regarding how they can improve their performance. Conducts additional training to ensure QA staff exhibit the necessary skills and techniques to improve their performance.
  • Attends monthly meetings with EMS, Fire and Law Enforcement officials to discuss and evaluate Burke County 911 performance and enhancement ideas
  • Compiles reports for the Director on a regular basis.
  • Other duties as assigned by chain of command.

 

KNOWLEDGE AND SKILL REQUIREMENTS:

  • Must have operational understanding of the 911 function and be able to maintain skills and knowledge necessary to perform duties in the E-911 Center.
  • This position is often required to interface with the public in official capacity in both formal and informal settings.
  • Demonstrated ability to work in a secure environment.
  • Must be able to create and make formal presentations to various key personnel, departments, public safety agencies and the general public.
  • Ability to develop, coordinate and conduct a comprehensive training program and in-service training sessions.
  • Responsible for establishing section priorities and ensuring work output matches established departmental goals.
  • Must have an understanding of the importance of and be able to adhere to a chain of command
  • Must have excellent interpersonal skills.
  • Ability to obtain all appropriate certifications including but not limited to Emergency Medical Dispatch-Q and Emergency Fire Dispatch –Q certification, CPR and DCI.
  • Must be organized, analytical, and detail-oriented.
  • Ability to effectively communicate orally and in writing.
  • Ability to deliver performance improvement suggestions constructively.
  • Knowledge of PSAP technology usage including CAD, radio, telephony and logging recorders.
  • Knowledge of public safety terminology.
  • Ability to work as a team member to develop strategic plans to improve and/or maintain BURKE COUNTY E-911 CONSOLIDATED COMMUNICATIONS CENTER (CCC) performance standards.

 

TRAINING AND EXPERIENCE REQUIREMENTS:

High School Diploma and four (4+) years of related experience in a PSAP environment in a comparably sized 9-1-1 agency, with two (2+) of those years in a supervisory position; or an equivalent combination of education and experience. Bachelor's Degree in Public Administration, Criminal Justice, Business Administration, or other, related field preferred.

 

SPECIAL REQUIREMENTS:

  • Must possess and maintain a valid driver’s license
  • Must be 18+ years of age
  • Must be US Citizen
  • No Felony Conviction Record
  • NC Driver’s License
  • Must be able to be certified with the Division of Criminal Information (DCI/NCIC)
  • Must be able to obtain Sheriff’s Training and Standards Certification as a Telecommunicator within the first year of employment
  • Must be able to obtain certifications in Emergency Medical Dispatch Quality Improvement, Emergency Fire Dispatch Quality Improvement and Emergency Telecommunicator Instructor within 1 year of hire date 

 

 

Salary

Starting Salary:  $49,033.20 - $62,529.78 per year

Qualifications

KNOWLEDGE AND SKILL REQUIREMENTS:

  • Must have operational understanding of the 911 function and be able to maintain skills and knowledge necessary to perform duties in the E-911 Center.
  • This position is often required to interface with the public in official capacity in both formal and informal settings.
  • Demonstrated ability to work in a secure environment.
  • Must be able to create and make formal presentations to various key personnel, departments, public safety agencies and the general public.
  • Ability to develop, coordinate and conduct a comprehensive training program and in-service training sessions.
  • Responsible for establishing section priorities and ensuring work output matches established departmental goals.
  • Must have an understanding of the importance of and be able to adhere to a chain of command
  • Must have excellent interpersonal skills.
  • Ability to obtain all appropriate certifications including but not limited to Emergency Medical Dispatch-Q and Emergency Fire Dispatch –Q certification, CPR and DCI.
  • Must be organized, analytical, and detail-oriented.
  • Ability to effectively communicate orally and in writing.
  • Ability to deliver performance improvement suggestions constructively.
  • Knowledge of PSAP technology usage including CAD, radio, telephony and logging recorders.
  • Knowledge of public safety terminology.
  • Ability to work as a team member to develop strategic plans to improve and/or maintain BURKE COUNTY E-911 CONSOLIDATED COMMUNICATIONS CENTER (CCC) performance standards.

 

TRAINING AND EXPERIENCE REQUIREMENTS:

High School Diploma and four (4+) years of related experience in a PSAP environment in a comparably sized 9-1-1 agency, with two (2+) of those years in a supervisory position; or an equivalent combination of education and experience. Bachelor's Degree in Public Administration, Criminal Justice, Business Administration, or other, related field preferred.

 

 

Special Requirements

SPECIAL REQUIREMENTS:

  • Must possess and maintain a valid driver’s license
  • Must be 18+ years of age
  • Must be US Citizen
  • No Felony Conviction Record
  • Must possess and maintain a valid NC Driver’s License
  • Must be able to be certified with the Division of Criminal Information (DCI/NCIC)
  • Must be able to obtain Sheriff’s Training and Standards Certification as a Telecommunicator within the first year of employment
  • Must be able to obtain certifications in Emergency Medical Dispatch Quality Improvement, Emergency Fire Dispatch Quality Improvement and Emergency Telecommunicator Instructor within 1 year of hire date 

 

Miscellaneous

APPLICATION PROCESS:   

Burke County applications may be obtained at the Human Resources office, located at 200 Avery Ave., Morganton, NC 28655 Monday through Friday 8:00am – 5:00pm, or online at:  www.burkenc.org.  Resumes may be emailed to: [email protected]/.  Please note:  completed, Burke County employment applications will be required should you be invited to interview.   

 

The mission of the Burke County Emergency Communications Center is to serve the community and local government agencies with effective emergency communications services. We will serve as a facilitator of communications for public safety agencies in Burke County. Burke County Emergency Communications Center will maintain a high standard of quality service to the citizens of Burke County. 

 

Burke County is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, or genetic information in employment or the provision of services.