911 Quality Assurance and Accreditation Specialist

911 Quality Assurance And Accreditation Specialist

We are seeking a collaborative and detail-oriented person for our 911 Quality Assurance and Accreditation Specialist position.

This position performs specialized analysis, administrative work and reporting for the agency quality assurance and accreditation programs. The knowledge and ability to evaluate and analyze 911 emergency call taking for Medical, Fire and Police services to ensure compliance with agency policies and procedures, quality assurance standards, applicable regulations and accreditation standards. The successful candidate will exercise considerable discretion, initiative and independence to accomplish tasks and objectives. Work requires strong organizational and record-keeping skills. Building strong professional relationships and ongoing trust with Dispatchers, Call Takers, Communications Training Officers (CTOs), Agency Instructors, Supervisors and other Agency staff is critical to overall program success. Work is performed under direction of the Program Manager.

Essential Job Functions: Candidates must be able to perform these essential job functions with or without reasonable accommodation.

• Coordinate the agency's quality assurance processes including but not limited to providing and coordinating call taking/dispatching case reviews; training case reviewers; ensuring timely completion, feedback and reporting on case reviews; facilitate EMD awards and commendations.
• Conduct random quality assurance reviews of 911 and non-emergency medical calls to assess performance, protocol compliance, and customer service standards, while identifying trends, service gaps, training needs, and opportunities for protocol improvement, ensuring timely completion, feedback and reporting on case reviews.
• Conduct focused EMD reviews initiated by employees, partner agencies, internal needs, or supervisory request to assess performance, adherence to protocols, and customer service standards, while identifying trends, service gaps, training needs, and opportunities to enhance protocols and/or procedures ensuring timely completion, feedback and reporting on case reviews.
• Assist with gathering relevant information and organizing documents to support the agency's accreditation processes (e.g., CALEA - Commission on Accreditation of Law Enforcement Agencies and IAED International Academy of Emergency Dispatch).
• Review, analyze and report on quality assurance and accreditation standards and processes
• Prepares summary reports, documents, requiring research and analysis of program policies, procedures and standards to make recommendations for improvements
• Prepare and present formal findings, reports, and recommendations to executive leadership and relevant stakeholders as it pertains to the scope of the position.
• Effectively collaborate with others to facilitate the creation, review and updates of policies, directives, standard operating procedures and special programs.
• Coordinate with the agency training program and assist in creating and conducting appropriate training for agency and user agency personnel based on the results of quality assurance and accreditation audits.
• Partner with new trainees as needed during the on-the-job training phase to coach, train, document, and assess progression (duties are exempt from out-of-class pay)
• Represent the Agency in forums such as service relationships and public presentations
• Attend conferences, conventions or other various meetings and trainings to stay up to date on trends in public safety call taking and dispatching, quality assurance and accreditation as needed.
• Participate as needed during emergencies, including on the 911 floor to supplement staffing or in the emergency operations center.
• Develop and maintain excellent working relationships with all personnel, user agencies, the public, etc.
• Work is performed on-site, generally Monday Friday, 8 am 5pm. After successful completion of probationary period may request a flexible work schedule (e.g. 4 days 10-hour shifts)
  • Must be able to provide support as needed for operations or staff in a 24/7 public safety environment which may include working flex schedule when necessary to work on swing and graveyard shifts.
• Performs additional duties as assigned.

Minimum Job Qualifications: Any combination of qualifications demonstrating a candidate's knowledge, skills and abilities to successfully perform the work will be considered.

• Associate's degree in emergency medical services or related field preferred
• At least two (2) years of experience in Public Safety Telecommunications role dedicated to Quality Assurance (e.g., EMDQ or Supervisor or such equivalent)
  • Internal Candidates additional qualifications:
    • Required that performance evaluations rated as "Meets Expectations" or higher for the previous three (3) years
    • Required that within the last three (3) years have not received any discipline, corrective action nor performance improvement plan.
• At least three (3) years of non-probationary experience as a 911 Public Safety Telecommunicator with experience including
  • 911 Call Taking
  • Police Dispatch
  • Fire Dispatch
• Possession of or the ability to obtain within six (6) months of hire:
• International Academy of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) Certification (for QA-focused TQAC)
• IAED certification as an Emergency Medical Dispatch Quality Assurance Specialist (EMDQ)
• ACCESS Certification.
• Other Certifications required by statute or state.
• Must possess a valid driver's license and have access to a motor vehicle (personal or agency) on a as needed daily basis.
• Must be able to pass a public safety background investigation and cleared authorization to work on Criminal Justice Information System
• CRESA's specific equipment and procedural expertise is not a pre-requisite, though an incumbent must demonstrate sufficient knowledge and understanding of CRESA's operations to come up to speed quickly, and understand staff responsibilities
• At least four years of administrative experience preferred
• Proven ability to prioritize, organize and document critical tasks.

Selection Process

• Complete full detailed application by 10/4/26 online. Candidates will be notified if they are selected to proceed by 10/15/26.
• Optional written exam will be scheduled for qualified candidates in October and must receive 70% or higher to pass and proceed to next step
• Interview and assessment with panel will be scheduled in October/November
• Optional final interview
• Conditional Job Offer