Salary: $51,949.00 – $83,988.00 Annually
Location : Raleigh, NC
Job Type: Full-Time
Job Number: 2023-00955
Department: Emergency Communications
Opening Date: 10/19/2023
Closing Date: 10/30/2023 11:59 PM Eastern
Work Hours: Monday – Friday 8:00am – 5:00pm
Hiring Range: $51,949.00 – $54,000.00
Job Description
The City of Raleigh is seeking a Quality Assurance Coordinator with the Emergency Communications Department who will be devoted to emergency 911 police and fire telecommunications, non-emergency call-taking, and police and fire dispatch communications. Incumbents provide specialized and technical work in emergency communications, including formal training of other staff. Work may include listening to calls for quality assurance purposes including compliance with protocols and service standards, creating monthly reports and providing employee feedback and training recommendations; or creating and developing training programs and assisting with candidate recruitment, testing and selection. All assignments include maintaining data and records and producing reports and materials.
Duties and Responsibilities
- Provide review and evaluation of emergency communications services or training; listen to emergency and non-emergency calls and/or evaluate and assess call skills in training programs; review compliance with established protocols and service standards.
- Review and notify supervisor of performance or training issues needing to be addressed; provide operational performance and employee feedback based on evaluations; make recommendations for enhancement to operational procedures and/or training programs.
- Gather and compile call performance and/or other related data for quality assurance purposes; prepare reports summarizing findings.
- Perform emergency communication services receiving and responding to calls and performing dispatch services; maintain telecommunications and equipment/dispatch systems operational skills and provides staff coverage.
- Respond to inquiries and records requests; 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.
Typical Qualifications
Education and Experience
High School Diploma or GED and three years of emergency 911 communications and dispatch experience.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Licensing/Certifications
- CPR certification
- Emergency Medical Dispatch (EMD) certification
- Emergency Fire Dispatch certification
- Division of Criminal Information (DCI) and National Crime Information Center (NCIC) certification
Additional Information
Knowledge Of:
- Standard practices, methods and materials of assigned work.
- Practices and methods of coaching and leading the work of others.
- Business math concepts.
- Filing and record-keeping principles.
- Occupational hazards and applicable safety principles and practices.
- Uses and properties of supplies and equipment.
- Applicable federal, state and local laws, codes, regulations (based on assignment).
- Customer service principles.
- Specialized equipment relevant to area of assignment.
- Modern office technology
Skill In:
- Assessing and evaluating operations or training performance.
- Providing constructive feedback to maintain performance standards.
- Obtaining and relaying pertinent and timely information.
- Assessing response needs and prioritizing communication tasks.
- Composing and maintaining basic original documents including reports and program materials. Performing basic original research, compiling and assembling data.
- Organizing tasks, meeting deadlines and prioritizing competing demands.
- Providing directions to others in order to meet standards.
- Providing attention to detail in assignments.
- Proofreading and error correction.
- Business math computations.
- Organizing and maintaining records and files.
- Maintaining and updating data and documentation.
- Comprehending reference books and manuals.
- Operating assigned tools and equipment.
- Interpreting and applying applicable laws, codes, regulations and standards (based on assignment).
- Providing customer service.
- Utilizing a computer and relevant software applications.
- Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction
When you join the City of Raleigh’s work family as a full-time employee, your benefits are an important part of your “total rewards”. Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.
To find out about the City’s benefits package, and other programs, please visit our Employee Benefits page: https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits
The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are not eligible for the City of Raleigh’s benefits.
01
Please select your highest level of education completed.
- Some high school
- High school diploma (or GED)
- Some college
- Associate’s degree
- Bachelor’s degree
- Master’s degree
- PhD or other professional degree
02
How much relevant or comparable work experience do you have in this field?
- None
- Less than 1 year
- 1 to less than 2 years
- 2 to less than 3 years
- 3 to less than 4 years
- 4 to less than 5 years
- 5 to less than 6 years
- 6 to less than 7 years
- 7 to less than 8 years
- 8 to less than 9 years
- 9 to less than 10 years
- 10 years or more
03
Please select the certifications you possess currently.
- CPR
- DCI/NCIC
- Emergency Medical Dispatcher (EMD), IAED
- Emergency Fire Dispatcher (EFD), IAED
- Emergency Police Dispatcher (EPD), IAED
- EMD -Quality Assurance, IAED
- EFD -Quality Assurance, IAED
- EPD -Quality Assurance, IAED
- ProQA instructor
- None of the above
04
How much 911 center experience do you have?
- None
- Less than 1 year
- 1 to less than 2 years
- 2 to less than 3 years
- 3 to less than 4 years
- 4 to less than 5 years
- 5 to less than 6 years
- 6 to less than 7 years
- 7 to less than 8 years
- 8 to less than 9 years
- 9 to less than 10 years
- 10 years or more
05
Are you QA certified currently?
- Yes
- No
06
Are you a Communications Training Officer (CTO) currently
- Yes
- No
07
Are you able to work extended hours during emergency, disaster, and inclement weather situations?
- Yes
- No
Required Question