Emergency Communications Quality Assurance Manager

Emergency Communications Quality Assurance Manager

The City of Alexandria is in northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington, and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work.

About one-quarter of the City's square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize the endless opportunities. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for the Emergency Communications Quality Assurance Manager position. The Emergency Communications Quality Assurance Manager provides operational support, monitoring the performance of employees and supervisors providing independent review and evaluation of department operations and staff and promoting sustained high-level service to the community and emergency responders.

Under the general supervision of the department's Assistant Director of Administration, the responsibilities of this classification include performing regular ongoing program review and evaluation and compiling statistical data and reports.

The ideal candidate possesses expertise in relevant quality assurance techniques, methodologies, and practices. They excel in leading and overseeing quality assurance and compliance activities, including audits, reviews, analysis, evaluation, documentation, and reporting. They are adept at devising plans, strategies, requirements, and metrics to uphold quality standards, utilizing data analysis to gain insight and offer suitable recommendations. Additionally, they demonstrate the ability to foster and sustain cooperative relationships with a broad range of internal and external stakeholders across all levels.

Moreover, they exhibit a strong understanding of call center operations for public safety call handling, with hands-on experience in Computer-Aided Dispatch (CAD) systems.

The Opportunity

• Reviews and analyzes center operations for call-taking, law enforcement, fire and emergency medical dispatching skills, and emergency medical protocols. Interprets findings and prepares and presents written evaluations and recommendations to department leadership.
• Reviews records for regulatory compliance, applying quality assurance measures to ensure compliance with nationally accepted standards and accreditation requirements involving law enforcement, fire and emergency medical services call handling and dispatching.
• Conducts records reviews, incident reporting, liability analysis, and consumer satisfaction data for the submission of various reports. Provides recommendations for technical training, operating procedural changes, and improvements that support the strategy of the department.
• Compiles statistical analysis and overall call assessment reviews that are discussed in monthly compliance review meetings with the City's Medical Director.
• Coordinates with the training department to address quality concerns and quality assurance. Helps develop training bulletins and contributes to quality assurance section in the monthly newsletter.
• Investigates and responds to inquiries and complaints from internal and external law enforcement agencies, fire departments, attorneys, and the public. Reports findings and makes recommendations through appropriate channels.
• Provides witness testimony in criminal court hearings as a subject matter expert and custodian of records, when needed.

The Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve.

Alexandria's 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria's 9-1-1 center is one of only eight in Virginia to hold such accreditation.

Associate's degree or equivalent; and four years' relevant experience in a call-center environment, including two years' experience in a supervisory capacity; or an equivalent combination of education, experience…