Position Summary

The Quality Assurance Specialist1 assists the Quality Assurance Supervisor with the Department's established goals to maintain standards for performance and quality assurance for The County of York's E911 Communications Center.  Through mandated Pennsylvania Emergency Management Agency guidelines, this position performs quality assurance/quality improvement reviews and conducts random samplings of E911 Communications calls. The Quality Assurance Specialist1 documents the findings of the reviews, enters, and retrieves data within the department's computer system.
Essential Duties and Responsibilities

• Assist the Quality Assurance Supervisor with Quality Assurance/ Quality Improvement reviews set forth by Pennsylvania Emergency Management Agency (PEMA) as required by Act 12 of 2015 for minimum QA/QI requirements for call-takers, dispatchers, supervisors, and 911 Coordinators. The requirements are used to ensure PSAP personnel adhere to the same QA/QI requirements so that consistent level of service is maintained through the Commonwealth. Review E911 Communications Center Telecommunicator calls for the following actions;
  • Call-Taking – Telephone Performance
  • Dispatching – Radio Performance
  • Emergency Medical Dispatch – Emergency Medical Dispatch Protocol
• Assist with the review of computer aided dispatch (CAD) reports
• Assist with PSAPTC portal for providing information to PEMA through PennDot software.
• Assist with Customer Service via "Public Surveys," and "Field Unit/ Dispatcher Feedback" forms.
• Perform monthly reviews of Telecommunicator call-taking abilities; consisting of voice, hearing/speech impaired (TDD/TTY), catastrophic nature incident types and calls where lifesaving instructions are given
• Logs QA Review data to provide statistical reports for Management of 911
• Obtain and maintain IAED-Q level certification
• Obtain and maintain proficiency on AQUA software from Medical Priority IAED including user input and reporting
• Ability to manage time and priorities
• Ability to communicate effectively via voice and writing. Effective communication through written documentation is required for this position
• Ability to operate current recording system proficiently including, locating and saving specific recordings
• Knowledge to troubleshoot technical and operational issues found during reviews
• Ability to do telephone reviews for at least one of the following 3 disciplines fire, ems, and/orpolice with little to moderate assistance and show proficiency in the reviews on a regular basis

Essential Requirements

• High School Diploma or GED equivalent is required.
• One (1) year of work experience in the field of Public Safety (Primary areas of fire, emergency medical services and law enforcement.)
• Proficient with Microsoft Word and Excel.
• Must pass a County background check with no record of criminal convictions, and be able to handle CONFIDENTIAL data disclosed which is protected by law.