Under direct supervision of the Public Safety Communications Manager, the Public Safety Communications Quality Assurance / Training Coordinator assists in developing and maintaining the Quality Assurance and Training program, supporting a formal assessment and training process by which performance, behavior, and outcomes are compared against multiple standards to ensure compliance, consistency, and accuracy in the delivery of quality service. This position also may back up dispatch functions and perform the role of supervisor as needed.
• Reviews call recordings, transmissions, and other related dispatch documentation to complete case reviews, investigations, evaluate quality standards and compliance, identify trends and training/retraining needs, and to complete other related requirements for various internal matters and external agencies.
• Coordinate with management to establish a set of Quality Assurance/Quality Improvement (QA/QI) metrics within organizational, regulatory and/or accreditation standards.
• Assists management in developing policies, procedures, protocols, and department or performance goals.
• Coordinate with management to develop, implement, and maintain a structured, curriculum-based training program with applicable manuals and instructional materials in compliance with organizational, regulatory and/or accreditation standards.
• Establish, facilitate, and track individual training or train the trainer sessions with department staff and other identified stakeholders.
• Motivate, mentor, and coach staff to ensure adherence to policies and procedures.
• Participate in the interview and selection process for department staff.
• Serve as a liaison between department and police/fire training staff in implementing and maintaining communications standards, training, and material updates.
• Documentation management for assigned items including training records and other recordkeeping, record destruction in accordance with record retention requirements, faxing, mailing, and processing other various department specific paperwork.
• Prepare various documents and correspondence such as letters/memos, reports, training calendars/documents, and presentations.
• Assure communications related equipment operates properly and is maintained in good working order; ensuring notification of proper repair personnel if required.
• Acts as 9-1-1 Custodian of Records as needed, as well as assists in preparation of audio tapes for the courts, open records requests, criminal investigations, and administrative staff. Participate in court proceedings and needs as assigned.
• Implement and maintain recognition program.
• Assist in achieving and maintaining various department accreditations as assigned
• Attend meetings, conferences, workshops and training sessions and review publications and materials to become and remain current on the principles, practices and new developments in assigned work areas.
• Performs all functions of a public safety communications specialist or public safety communications supervisor when needed.
NECESSARY KNOWLEDGE, SKILLS AND ABILITIES:
• Knowledge of PSAP technology usage including CAD, radio, telephony and logging recorders.
• Knowledge of police and fire emergency response practices, procedures and Communications Center operations.
• Knowledge of TCIC/NCIC and TLETS/NLETS rules, regulations, and requirements.
• Knowledge of methods, practices and procedures for responding to and dispatching emergency services utilizing computer aided dispatch system.
• Knowledge of City policies and procedures, Police Department Standard Operating Procedures and Administrative Policies, and Communications' Standard Operating Procedures.
• Detailed oriented, good organization skills, and ability to prioritize workload assignments.
• Ability to work under stress and use sound judgment in emergencies.
• Ability to be assertive and calm in soliciting information from distressed callers.
• Ability to type at a speed necessary for successful job performance.
• Ability to quickly assimilate information and implement an appropriate course of action.
• Ability to follow through on commitments, using sound judgment with the ability to recognize and handle sensitive/confidential information.
• Skill in effective oral and written communications including being clear and concise.
• Must have flexibility and adaptability in dealing with rapidly changing priorities and demands.
• Must have exceptionally strong interpersonal skills with strong focus on customer service.
• Must have strong initiative skills and the ability to work independently with minimal direction/supervision.
• Must have excellent problem-solving skills and the ability to meet competing deadlines under pressure while maintaining accurate and strong attention to detail.
• Proficient in the use of computers and related equipment, hardware and software
• Must be able to work variable schedule days, nights, during the week and weekends and holidays.
EDUCATION AND EXPERIENCE:
• Must be at least 18 years of age.
• High school diploma or equivalent required.
• Associate degree or some advanced study or training in criminal justice, public safety communications or related field preferred.
• Three (3) years emergency dispatch communications experience or equivalent combination of education, certification and experience.
• Bilingual skills preferred.
CERTIFICATES AND LICENSES REQUIRED:
• TCOLE - Advanced Telecommunicator Certification or greater required
• Must be a US Citizen for TCOLE.
• Must possess and maintain CPR certification.
• Basic TCOLE Instructor Certification preferred.
• Must possess and maintain International Association of Emergency Dispatch (IAED) Emergency Medical Dispatch Quality Assurance (EMD-Q) Certification, or the ability to obtain in 6 months.
• Must possess and maintain certification as a Communications Training Officer, or the ability to obtain in 6 months.
• Valid Texas Drivers License with good driving record.