Quality assurance / quality improvement specialist

Job Details

location on

120 Davies Dr. York, PA 17402

work outline

Full Time - Hourly

paid

14.71 - 34.33 Per hour

schedule

-

layers

911

domain

-

commute

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Job Summary

POSITION SUMMARY

The role of the Quality Assurance Specialist 1 involves a variety of responsibilities aimed at ensuring the quality and compliance of emergency call handling and radio usage. This includes reviewing emergency and non-emergency phone calls, gathering and compiling call performance data, comparing data to established standards, and participating in various groups to assist in improving overall agency performance.

About Us

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Successfully complete all new hire assigned training, including the following certifications: CPR, Emergency Medical Dispatch, Emergency Police Dispatch, and Emergency Fire Dispatch as well as Quality Assurance Certifications (Q-Level) for Medical, Police and Fire
• Complete job-related training and continuing education as assigned.
• Maintain reliable work attendance record, including reporting to work on time.
• Maintain accurate and complete logs and records of work activity.
• Work independently and as a member of a team to accomplish tasks.
• Always maintain positive and professional written and verbal communication skills.
• Learn new tasks and adapt quickly to changes in work requirements.
• Always maintain confidentiality for citizens, responders, and employees.
• Assist the Quality Assurance Supervisor with Quality Assurance/ Quality Improvement reviews. This will include reviews of 911 calls and radio transmissions.
• Assist with the reviewing department reports.
• Participate in reviewing customer service surveys.
• 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.
• Obtain and maintain proficiency on Quality Assurance/Quality Improvement software including user input and reporting.
• Perform telephone reviews for fire, ems, and/or police with little to moderate assistance and show proficiency in the reviews on a regular basis.
• Participation in regular ‘calibration’ meetings where Quality Assurance/Quality Improvement staff measures accuracy and consistency in call evaluations.
• Any other related duties assigned.

Essential Requirements

ESSENTIAL REQUIREMENTS

• At least 18 years old and possess a high school diploma or GED equivalent.
• A combination of education and experience, which indicate a possession of the knowledge, skills and abilities required at entry.
• Basic computer skills.
• Must successfully pass pre-employment criminal and employment background investigations.
• Ability to handle confidential information.
• Ability to manage time and priorities

Contact Details

If you have any questions, please contact the county's Department of Human Resources at [email protected].

York County embraces diversity in our community and workforce, and is an Equal Opportunity Employer. All hiring, promotions, demotions, training, and other opportunities are based on qualifications and without regard to race, creed, color, national origin, gender, religion, age, or disability.