Job Title

Job Family

Job Code

Job Exempt

Fire Communications Quality Assurance Coordinator

Seiu_White_Collar

CCG40

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S14

Hourly

$25.21

$32.15

$39.09

Job Description

Performs responsible paraprofessional work ensuring the quality management process for compliance to Emergency Medical Dispatch protocols and Fire Department Fire/Hazmat and other multi-company response protocols used during the call taking process and the Emergency Medical Services (EMS) System within the Orlando Fire Department are met. An employee assigned to this position reviews 911 calls, does report writing, performs statistical analyses, and occasionally observes personnel while performing their duties. In addition to the quality assurance responsibilities, this position will assist the Training Officer with the Continuing Education Program of Orlando Fire Communications Division. Duties are performed under the general direction of the Communications Manager and with support from the medical director’s office through conferences, reports, and the overall effectiveness of the quality management program. This position requires work on some weekend days and early or later hours to be able to meet with shift personnel.

Minimum Qualifications:

High School Diploma/G.E.D. Certificate and five (5) years experience as a certified Emergency Medical Dispatch (EMD) Quality Assurance call taker, one (1) year of which must have been working with AQUA, ProQA, CAD and Recording Systems; or an equivalent combination of education, training, and experience. Valid Florida Driver's License required. Must possess and maintain valid EMD-Q (Emergency Medical Dispatch Quality Assurance), EMD (Emergency Medical Dispatch) through the International Academy of Emergency Dispatch, and the American Heart Association CPR Certification. Valid State of Florida PST certification preferred.Two (2) or more years experience with a fire/rescue department preferred. Previous quality assurance and supervisory experience preferred.

Responsibilities

EXAMPLES OF WORK PERFORMED:

NOTE: THE LISTED DUTIES ARE ONLY ILLUSTRATIVE AND ARE NOT INTENDED TO DESCRIBE EVERY FUNCTION THAT MAY BE PERFORMED BY THIS JOB CLASS. THE OMISSION OF SPECIFIC STATEMENTS DOES NOT PRECLUDE MANAGEMENT FROM ASSIGNING SPECIFIC DUTIES NOT LISTED IF SUCH DUTIES ARE A LOGICAL ASSIGNMENT TO THE POSITION.

Directs efforts toward quality emergency call handling and documentation, including providing procedures, training and resources for fire department communications members.

Assists the Communications Training Officer with planning, organizing, and implementing training activities as needed.

Maintains criteria for quality reviews and performance improvement.

Reviews and provide feedback with documentation of EMS patient pre-arrival and post-dispatch instructions.

Randomly selects reports for review, to include both Fire and EMS incidents, and maintains records for all calls reviewed; provides monthly, quarterly and yearly reports on individuals, shift and center statistics to show compliance to the protocols.

Uses IAED standard scoring criteria; calculate and score emergency call taking and customer service consistently and fairly.

Provides timely and consistent feedback to the Communications Manager and Communications personnel in order to eliminate repetition of errors.

Prepares special reports and studies; participates in short and long range planning.
Provides monthly and bi-annual reports to the International Academy of Emergency Dispatch (IAED) as required to maintain compliance to their standards for accreditation.

Coordinates with Communications Asst. Manager on the Re-Accreditation process for the IAED.

Performs other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of the rules and regulations that govern Emergency Medical Services in the state of Florida and the International Academy of Emergency Dispatch.

Knowledge of current emergency medical service needs of the department.

Ability to plan, organize, and implement a quality assurance program.

Ability to provide instruction, training and supervision to adults.

Ability to prepare and maintain accurate records and reports.

Ability to establish and maintain effective working relationships with local, state, and federal officials, employees and the general public.

Ability to communicate effectively, both orally and in writing.

Ability to use Microsoft Office software, most specifically Word, Excel, and PowerPoint.

Ability to work in a sitting position for long hours at a computer reviewing reports.

Ability to to work on some weekend days and early or later hours to be able to meet with shift personnel.