911 Operations Officer/ Training And Quality Assurance Manager
Job Title:
911 Operations Officer/ Training And Quality Assurance Manager County Name:
Susquehanna County
SUSQUEHANNA COUNTY POSITION DESCRIPTION
TITLE: 911 OPERATIONS OFFICER/ TRAINING AND QUALITY ASSURANCE MANAGER
DEPARTMENT: DEPARTMENT OF PUBLIC SAFETY
LOCATION: SUSQUEHANNA COUNTY DEPARTMENT OF PUBLIC
SAFETY
REPORTS TO: 911 COORDINATOR
SUPERVISES: GIS, EMA, AND 911 FULL AND PART TIME STAFF POSITION STATUS: UNION-ELIGIBLE
GENERAL: The 911 Operations Officer, Training and Quality Assurance, under the administrative direction of the 911 Coordinator, will be responsible for the overall training and quality assurance of the Susquehanna County Department of Public Safety. This individual will assist with the direct supervision of all 911 dispatchers and employees. The Deputy Director, Training and Quality Assurance is responsible for providing, tracking, and coordinating comprehensive training programs for the Public Safety Department, including required Certification Training in all categories.
Education equivalent to the completion of twelfth grade supplemented by training in adult learning training.
Three (3) years of work experience in the field of Public Safety including 911 Call Taking and Dispatching.
Any equivalent combination of the above training and/or experience which provides the required knowledge, skills and abilities listed below.
This position requires a minimum of 40 hours per week. Additionally, this position requires that the individual be available for call-in, 24 hours a day, 365 days a year.
Office experience including the following helpful: Microsoft word, Excel. The ability to supervise and train employees.
The ability to conduct investigatory interviews, interview witnesses and take necessary steps to investigate disciplinary or potential disciplinary action.
The ability to evaluate misconduct and make full reports to the 911 Director regarding the infraction.
TITLE: 911 OPERATIONS OFFICER/ TRAINING AND QUALITY ASSURANCE MANAGER
DEPARTMENT: DEPARTMENT OF PUBLIC SAFETY
LOCATION: SUSQUEHANNA COUNTY DEPARTMENT OF PUBLIC
SAFETY
REPORTS TO: 911 COORDINATOR
SUPERVISES: GIS, EMA, AND 911 FULL AND PART TIME STAFF POSITION STATUS: UNION-ELIGIBLE
GENERAL: The 911 Operations Officer, Training and Quality Assurance, under the administrative direction of the 911 Coordinator, will be responsible for the overall training and quality assurance of the Susquehanna County Department of Public Safety. This individual will assist with the direct supervision of all 911 dispatchers and employees. The Deputy Director, Training and Quality Assurance is responsible for providing, tracking, and coordinating comprehensive training programs for the Public Safety Department, including required Certification Training in all categories.
Minimum Requirements:
Education equivalent to the completion of twelfth grade supplemented by training in adult learning training.
Three (3) years of work experience in the field of Public Safety including 911 Call Taking and Dispatching.
Any equivalent combination of the above training and/or experience which provides the required knowledge, skills and abilities listed below.
Work Hours Required/Availability:
This position requires a minimum of 40 hours per week. Additionally, this position requires that the individual be available for call-in, 24 hours a day, 365 days a year.
Required Knowledge and Skills:
Office experience including the following helpful: Microsoft word, Excel. The ability to supervise and train employees.
The ability to conduct investigatory interviews, interview witnesses and take necessary steps to investigate disciplinary or potential disciplinary action.
The ability to evaluate misconduct and make full reports to the 911 Director regarding the infraction.
Ability to function effectively under extended stress and in conditions requiring rapid evaluation of information and decision making.
Ability to analyze complex and/or technical problems and report to the proper agency.
. Ability to communicate clearly and effectively both orally and in writing.
Must possess a valid PA driver license and willingness to travel as needed.
The ability to supervise and train employees. Knowledge of methods effective for instructing adults.
Ability to function effectively under extended stress and in conditions requiring rapid evaluation of information and decision making.
In-depth knowledge of federal, state, and local standards and regulatory requirements regarding compliance utilized within a PSAP, EOC, GIS, and Public Safety environment.
Ability to communicate and express ideas effectively, both orally and in writing. Ability to motivate students.
Knowledge of 9-1-1 Call Taking and Dispatching as related to the three (3) primary emergency services (fire, EMS, and police).
Ability to conduct investigatory interviews, interview witnesses and take necessary steps to investigate disciplinary or potential disciplinary action, and report findings to the Department of Public Safety Director.
Knowledge of EMA terminology, incident specifies and record requirements. Ability to communicate clearly and effectively both orally and in writing.
Must possess a valid PA driver license and willingness to travel as needed. Knowledge of EMA terminology, incident specifies and record requirements. Must possess a valid PA driver license and willingness to travel as needed.
The applicant must be able to perform the duties and responsibilities of the position in a normal office environment.
Maintain the training records for all personnel assigned to the Susquehanna County Department of Public Safety, including a copy of current certifications, as required by the County and Commonwealth of Pennsylvania. EOC and Municipal requirements to be coordinated with the EMA Department.
Annual audit of ALL Department training and compliance files.
Coordination with necessary entities to ensure timely completion of grants, certifications, and reports.
Assists the 911 Coordinator with financial reporting and audit requirements.
Assists the 911 Coordinator with the daily financial operations of all entities involved with the Department of Public Safety.
Provide reinforcement instruction / corrective action for those employees not meeting Quality Assurance Standards of the Department.
Act as direct supervisor for the Quality Assurance Officer and EDQ Unit, including the review of work product prepared by the Q/A Officer in compliance with requirements, as well as any corrective action and counseling, job performance appraisal, and scheduling.
Act as direct supervisor for the Certified Training Officers, including the review of work product prepared by CTOs in compliance with requirements, as well as any corrective action and counseling, job performance appraisal, and scheduling.
Serves as the Project Manager and assists with the coordination of all Department- sponsored Training including those offered to Emergency Responders, Municipal Authorities, County employees and Department personnel.
Serve as shift supervisor when not actively involved in training of new hires.
Fulfill any and all supervisory responsibilities, including but not limited to, corrective action and counseling, job performance appraisals and scheduling of personnel.
Assist in the development and maintenance of the Susquehanna County Department of Public Safety Standard Operation Procedures (SOPs).
Serve as a relief 9-1-1 Supervisor/Dispatcher as required under emergency situations. Maintain 9-1-1 Center Procedures and Resource Materials.
Participate in IDT Team activities and deployments.
Ability to analyze complex and/or technical problems and report to the proper agency.
. Ability to communicate clearly and effectively both orally and in writing.
Must possess a valid PA driver license and willingness to travel as needed.
Principal Duties and Responsibilities:
The ability to supervise and train employees. Knowledge of methods effective for instructing adults.
Ability to function effectively under extended stress and in conditions requiring rapid evaluation of information and decision making.
In-depth knowledge of federal, state, and local standards and regulatory requirements regarding compliance utilized within a PSAP, EOC, GIS, and Public Safety environment.
Ability to communicate and express ideas effectively, both orally and in writing. Ability to motivate students.
Knowledge of 9-1-1 Call Taking and Dispatching as related to the three (3) primary emergency services (fire, EMS, and police).
Ability to conduct investigatory interviews, interview witnesses and take necessary steps to investigate disciplinary or potential disciplinary action, and report findings to the Department of Public Safety Director.
Knowledge of EMA terminology, incident specifies and record requirements. Ability to communicate clearly and effectively both orally and in writing.
Must possess a valid PA driver license and willingness to travel as needed. Knowledge of EMA terminology, incident specifies and record requirements. Must possess a valid PA driver license and willingness to travel as needed.
Principal Duties and Responsibilities
The applicant must be able to perform the duties and responsibilities of the position in a normal office environment.
Maintain the training records for all personnel assigned to the Susquehanna County Department of Public Safety, including a copy of current certifications, as required by the County and Commonwealth of Pennsylvania. EOC and Municipal requirements to be coordinated with the EMA Department.
Annual audit of ALL Department training and compliance files.
Coordination with necessary entities to ensure timely completion of grants, certifications, and reports.
Assists the 911 Coordinator with financial reporting and audit requirements.
Assists the 911 Coordinator with the daily financial operations of all entities involved with the Department of Public Safety.
Provide reinforcement instruction / corrective action for those employees not meeting Quality Assurance Standards of the Department.
Act as direct supervisor for the Quality Assurance Officer and EDQ Unit, including the review of work product prepared by the Q/A Officer in compliance with requirements, as well as any corrective action and counseling, job performance appraisal, and scheduling.
Act as direct supervisor for the Certified Training Officers, including the review of work product prepared by CTOs in compliance with requirements, as well as any corrective action and counseling, job performance appraisal, and scheduling.
Serves as the Project Manager and assists with the coordination of all Department- sponsored Training including those offered to Emergency Responders, Municipal Authorities, County employees and Department personnel.
Serve as shift supervisor when not actively involved in training of new hires.
Fulfill any and all supervisory responsibilities, including but not limited to, corrective action and counseling, job performance appraisals and scheduling of personnel.
Assist in the development and maintenance of the Susquehanna County Department of Public Safety Standard Operation Procedures (SOPs).
Serve as a relief 9-1-1 Supervisor/Dispatcher as required under emergency situations. Maintain 9-1-1 Center Procedures and Resource Materials.
Participate in IDT Team activities and deployments.
May be assigned variable shifts as supervision and training needs require.
May be required to attend training sessions which could require overnight travel.
Within 3 months of hire
40 Hour APCO Telecommunicator Pennsylvania Call Taker/Dispatcher certification County Call Taker/Dispatcher Certification Emergency Medical Dispatch Certification CLEAN Terminal Certification
Within 6 months of hire
PA 911 Supervisors Certification HazMat Awareness
Incident Command Structure Courses Terrorism Awareness and Operations Personnel Management Course Communications Technician Certifications
Within 2 years of hire
PEMA EMA (County) Professional Certification Level (Drill not required)
Must be able to perform the duties and responsibilities of the position in a normal office environment.
May be required to reach with hands and arms; sit; stand; stoop; kneel, or crouch; talk and listen; use hands.
May occasionally work in an outdoor environment with possible exposure to weather- related heat and cold, rain, wind, and related elements.
May occasionally be required to lift/move up to 50 pounds.
Must be able to pass a criminal background check, with no record of criminal convictions. Must comply with all Susquehanna County’s Employment Policies.
DISCLAIMER:
May be required to attend training sessions which could require overnight travel.
Required Certifications:
Within 3 months of hire
40 Hour APCO Telecommunicator Pennsylvania Call Taker/Dispatcher certification County Call Taker/Dispatcher Certification Emergency Medical Dispatch Certification CLEAN Terminal Certification
Within 6 months of hire
PA 911 Supervisors Certification HazMat Awareness
Incident Command Structure Courses Terrorism Awareness and Operations Personnel Management Course Communications Technician Certifications
Within 2 years of hire
PEMA EMA (County) Professional Certification Level (Drill not required)
Physical Requirements:
Must be able to perform the duties and responsibilities of the position in a normal office environment.
May be required to reach with hands and arms; sit; stand; stoop; kneel, or crouch; talk and listen; use hands.
May occasionally work in an outdoor environment with possible exposure to weather- related heat and cold, rain, wind, and related elements.
May occasionally be required to lift/move up to 50 pounds.
Special Requirements:
Must be able to pass a criminal background check, with no record of criminal convictions. Must comply with all Susquehanna County’s Employment Policies.
DISCLAIMER:
The above statements are intended to describe the general nature of and level of duties being performed by a person assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required to perform this position.
I HAVE READ THE ABOVE POSITION DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH THEREIN. I HEREBY ACCEPT THE POSITION OF ASSISTANT 911 COORDINATOR / OPERATIONS MANAGER AND AGREE TO ABIDE BY THE REQUIREMENTS AND DUTIES SET FORTH. I WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.
Date: Signature Employee
Date: Signature Department Head
In compliance with the Americans with Disabilities Act, the Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the Employer
Posting Date:
Wednesday, January 11, 2023
Expiration Date:
Open