EMERGENCY COMM SUPERVISOR - QUALITY ASSURANCE

The Department of Emergency Communications invites qualified individuals to apply for the position of Emergency Communications Supervisor – Quality Assurance (ECS – QA).

The City of Milwaukee is proud to employ a diverse workforce that is committed to providing exemplary service to the City’s residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.

Within the Department of Emergency Communications and under the direction of the Emergency Communications Manager for Quality Assurance, the Emergency Communication Supervisor—Quality Assurance (ECS-QA) is the primary leadership position that oversees Quality Assurance for the Department of Emergency Communications. This position primarily focuses on identifying, developing, and implementing quality assurance best practices and achieving department goals and national standards within an Emergency Call Center / Public Safety Answering Point (PSAP).

Additionally, this position assists with overseeing assigned DEC shift operations, supervising all assigned personnel, scheduling, policy and procedures, communications operations, and supporting systems and software, i.e., CAD, Radio, Telephony, Call Recording and Playback software, Quality Assurance, Emergency Management Systems, Accreditation,  etc.

The ECS-QA supervises assigned personnel resources, including monitoring and directing dispatch of Police/Fire/EMS field personnel, city personnel, and outside agencies; Receives and reviews concerns, problems, and complaints from citizens and other emergency services personnel regarding specific incidents and/or personnel and forwarding to upper management; logging and reporting equipment malfunctions; compiling statistics; interprets agency policies and procedures to employees, other agencies and the public.

Quality Assurance:

• Performs Quality Assurance checks for multiple disciplines and service types.
• Submits documentation and provides reports to management on the department's work performance.
• Ensures compliance with quality standards related to the Department of Emergency Communications and/or national standards where applicable.
• Identify, develop, and implement procedures, protocols, and standard operating procedures and/or standardized evaluation guidelines (SEGs) related to Quality Assurance.
• Verifies compliance and certification for employees.
• Conducts quality assurance reviews of processes in the department.
• Creates and performs methodology for checks and tests of quality performance metrics throughout the department.
• Conducts routine reviews of calls and dispatches.
• Collaborate with training and operations managers and supervisors to inform the department of department goals and achievement levels.
• Researches and evaluates current trends in Public Safety protocols to determine best practices.
• Knowledge of laws and regulations applicable to Public Safety for implementing Quality Assurance.
• Utilizes or creates reporting structure for Quality Assurance metrics and departmental performance rates.
• Ensures staff meets minimum qualification requirements for the position and provides support and guidance to employees.
• Oversee and understand customer service needs, including accurate and timely response.
• Communicate with other PSAP agencies to maintain an open exchange of information. Work with other law enforcement agencies to ensure reliable transfer of emergency calls and information.

Required to obtain and maintain CJIS Clearance.

All employees must attend City Required Trainings. DEC Specific trainings per position may be required.

Attainment of the following certifications within 18 months of appointment and active throughout employment:

• EMD Certification
• American Heart Association Health Care Provider CPR
• In-house training programs

Courses and/or certificates by an accredited or recognized public safety training academy related to the following:

• Public Safety Telecommunicator
• Communications Center Supervisor
• FEMA IS-5A, IS-100, IS-144, IS-200B, IS-300, IS-400, IS-700, IS-800

Required to be able to work 16 hour shifts, on-call, and last-minute mandates. 

Must be able to handle the stress of emergency calls dealing with life and death situations. 24/7 operation.

• Applicants must have at least two (2) years of experience within Police or Fire emergency communications or a role at a similarly sized urban Public Safety Answering Point (PSAP).

• Some college in business management, public administration, or a closely related field and/or APCO Registered Safety Leader (RPL) or Public Safety Executive (CPE) is highly desirable, as is two (2) years in a supervisory role as a lead, trainer, or equivalent.
• A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
• Bilingual desirable

Considerable knowledge of Emergency Communications Operations, Systems, Staffing, and Training; City Codes and State Statutes, regulations and procedures and state and local laws regulating public safety and assistance; management practices and budgeting methodology.

Extensive knowledge of the emergency communications systems including 9-1-1 phones, computer-aided dispatch system, and 800mhz trunked radio system.

Familiarity with NICE Inform or similar phone and radio recording system.

Ability to manage and lead people and operations effectively, ethically, and in accordance to City and DEC standards of excellence.

Ability to organize and present complex reports and position statements regarding division programs and services; establish and maintain effective working relationships with public officials and executive level leadership; communicate effectively both orally and in writing.

Ability to use Microsoft Office: Word, Excel, Access, PowerPoint. Ability to use small office equipment, including copy machines or multi-line telephone systems.

Knowledge of management principles related to strategic planning, resource allocation, human resources modeling, leadership and coordination of people and resources.

Skill in judgment and decision making in order to make decisive and immediate direction to personnel handling public safety incidents, including incoming 9-1-1 calls or emergency radio transmissions.

Ability to advise and counsel staff and employees on emergency communications operations, administrative duties and other related issues involving DEC operations.

Skill in identifying complex problems and reviewing related information in order to develop and evaluate options and implement solutions.

Ability to discuss sensitive or confidential topics with subordinates, superiors and business partners.

Skill in motivating and developing team members and in identifying the best use of departmental resources.

Ability to negotiate with different groups concerning organizational topics.

Active listening, oral expression, and comprehension skills.

Data monitoring and information organization skills.

Critical thinking, problem solving, decision making, and deductive reasoning skills.

Personal integrity, self-control, stress tolerance and dependability in various situation.

Skill in managing timeframes and schedules to meet competing deadlines.

Ability to track, analyze, interpret and communicate data relevant to operations of the DEC.

Professionalism, initiation, honesty, integrity, and the ability to maintain confidentiality

Ability to travel to other City destinations for training, City business when required.

Understanding of record and information maintenance in the Emergency Communications center, records request procedures, and handling of CJIS or other critical information sharing.

The current starting salary rate is $91,464.62 annually, resident salary is 3% higher.

THE SELECTION PROCESS will be job related and may consist of the following: Training and experience review, job performance test, and oral interview. Applicants must qualify on all parts of the examination. Qualified candidates will be notified of the date, time and location of each required exam.  

ELIGIBLE LIST and APPOINTMENTS: Candidates who successfully qualify on all parts of the examination are placed on an eligible list in order of final score. Individuals offered employment who are not current employees must pass a pre-employment criminal background check (including fingerprinting), medical examination, psychological evaluation, and drug test as a condition of employment.  Promotion is contingent upon passing a drug screen. The eligible list resulting from this examination will remain in effect for two years unless rescinded or extended by the Fire and Police Commission.

*Timeline is subject to change. Eligible candidates will receive email communications from the FPC with updates and required testing components. Once a candidate is disqualified, they will cease to receive communication regarding future events.

APPLICATION

The online application is available at http://city.milwaukee.gov/Jobs. Candidates are responsible for ensuring that applications are submitted on line by the deadline of Friday, August 16, 2024. The FPC is not responsible for applications not received. Please note that all correspondence regarding the selection process will be sent via email. Qualified applicants will be notified of the date, time and place of the examination components.

Unless required by law, the Fire and Police Commission will not provide alternative test administrations. Applicants are responsible for attending all phases of the job selection process at the time and place designated by the Fire and Police Commission. Any applicant who will be unavailable for one or more portions of this selection process due to military service or training and wishes to request an accommodation must submit such a request in writing to Fire and Police Commission Human Resources Representative Ameek McAuliffe at ammcaul@milwaukee.gov no later than Friday, August 16, 2024.

EEO Code =104

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.