Hybrid Quality Assurance/Quality Improvement Services for Dispatchers/Call Takers

The St. Lucie County - Purchasing Department is seeking a Quality Assurance/Quality Improvement (QA/QI) Specialist to work within a 911 Public Safety Communications environment. The scope of work for this position includes reviewing, evaluating, and assessing emergency and non-emergency 911 calls and radio dispatch activities to ensure compliance with established protocols, policies, procedures, and quality standards. The QA/QI Specialist will also lead and administer QA/QI programs for call handling and radio dispatch operations, conduct objective reviews of call taker, dispatcher, and radio traffic interactions, and perform routine and random case reviews of 911 calls and radio-dispatched incidents. • Reviewing and evaluating 911 calls and radio dispatch activities • Leading and administering QA/QI programs for call handling and radio dispatch operations • Conducting objective reviews of call taker, dispatcher, and radio traffic interactions • Performing routine and random case reviews of 911 calls and radio-dispatched incidents • Evaluating dispatcher performance related to unit assignment, prioritization, officer safety, radio discipline, timeliness, and situational awareness • Monitoring and tracking compliance with QA/QI findings, accreditation standards, and corrective action plans • Providing data, trend analysis, and performance metrics related to call processing, radio dispatch performance, and overall communications operations