311 Contact Cte Program Analyst
The Charlotte-Mecklenburg Police Department is a
highly respected law enforcement agency in our community and nationally. Our
progressive department provides exciting opportunities for law enforcement
professionals to develop partnerships with our citizens to prevent the next
crime, and to enhance the quality of life within our community, always treating
people with fairness and respect. The department employs nearly 2,000 sworn
officers and over 500 civilians serving a jurisdiction with close to 1 million
people. Our employees are men and women from diverse backgrounds interested in
meeting the needs of and serving an equally diverse community. The men and
women of the CMPD are committed to providing the best service possible and
maintaining the high level of confidence this community has in us.
The City of Charlotte is the largest municipality in
North Carolina and the 17th largest city in the United States, with a population
of more than 872,498. A significant commerce center, Charlotte hosts several of
the nation’s largest banks and technology companies.
Also known as “The Queen City”, Charlotte is home to
the Carolina Panthers, the Charlotte Hornets, and the NASCAR Hall of Fame. We
work hard to ensure that the community will be a winning city for everyone – a
truly remarkable place to live, work, learn, and play. Join us in helping to
keep our city thriving, ensuring upward mobility and advancement in the
workplace.
The Quality Assurance & Compliance Specialist position
is a specialized professional position in compliance and analytics. The primary
responsibility of this position is directly related to the utilization of various
databases and information sources within the Charlotte-Mecklenburg Police
Department 911 Communications Center for monitoring protocol compliance and
customer service provided by Communications Center employees.
• Complete quality assurance (QA) reviews on all line
employees using current 9-1-1 and radio dispatch equipment.
• Ensures compliance with all rules and regulations the
division, department, city, and state set forth.
• Report results to Communications supervisors and
works with supervisors to identify areas for remedial training.
• Assist with identifying any needed training classes
identified through the QA program.
• Investigate 9-1-1 call-taker and dispatcher
complaints and record findings in a database for future reference.
• Maintain a database of all QA reviews; issue reports
on QA program and overall center performance.
• Must maintain a high level of security concerning
information gathered or heard while performing job responsibilities.
• Use quantitative techniques to analyze data and make
decisions.
• Implement problem-solving methods in a global
setting.
• Research opportunities to leverage cross-functional
practices.
• Successfully engage in multiple initiatives
simultaneously.
• Performs other duties as assigned.
Knowledge of:
Policies and procedures of the Police and emergency
dispatch operation.
Pertinent federal, State, and local laws, codes, and
regulations.
Telecommunications systems, computer-aided dispatch,
and 911 systems.
• Demonstrate an exceptional work ethic.
• High levels of oral and written communication skills,
including the ability to articulate ideas, concepts, findings, and results and
interpret and evaluate data.
• Outstanding multi-tasking and problem-solving
skills.
• Ability to deal tactfully, courteously, and
effectively with citizens, officers, co-workers, and other personnel from various
governmental and public safety organizations.
• Demonstrate and maintain good judgment.
• Ability to respond independently and quickly.
ADA and Other Requirements:
Positions in this class typically require: fingering, grasping, talking, hearing, seeing, and repetitive motions.
Physical Requirements:
• Essential and marginal functions may require
maintaining the physical condition necessary for sitting, standing, climbing,
or walking for extended periods.
• Light to moderate lifting and carrying; some
crouching, stooping, squatting, crawling, reaching, pushing, and pulling when
performing tasks.
• Adequate vision, hearing, and speech required.
Sensory Requirements:
• Concentrated and attentive use of one or more senses
(visual, audio, and other sensory modalities) for proofreading, data entry, and
tabulating data.
• Ability to operate in an environment with frequent
interruptions from people and/or noises, which could result in stress, fatigue,
or strain.
• Comprehensive written information in work-related
documents.
• Ability to hear, understand, and distinguish speech.
Working Conditions:
Continuously exposed to several elements such as
noise, intermittent standing, walking, and occasional pushing, carrying, or
lifting.
Other Requirements:
Completed and pass a pre-employment hearing, vision,
and psychological evaluation. Failure to successfully pass all segments of the
pre-employment evaluation process will result in disqualification from further
consideration under this vacancy announcement.
• Minimum three years as a fully released telecommunicator.
• High proficiency in Microsoft Office.
• Scheduling flexibility. Must be able to work a flexible
schedule when needed.
High School Graduate or Equivalent and five years
relevant experience.
Or
Associate's Degree and three years of relevant
experience.
The City’s Background Check Policy requires background
checks to be conducted on final internal or external candidate(s) applying for
any position with the City of Charlotte. The type of information that will be
collected as part of a background check includes, but is not limited to:
reference checks, social security verification, education verification,
criminal conviction record checks, and, if applicable, a credit history check,
sex offender registry, and motor vehicle records check.
Background checks must comply with all federal and
state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must
be consistent with the guidelines set forth by these laws requiring
organizations to obtain a candidate’s written authorization before obtaining a
criminal background report, motor vehicle records check, or credit report; and
to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment
drug-screening test and physical examination. During the selection process,
candidates may be asked to take a skills test and participate in other
assessments.
The City of Charlotte is an Equal Opportunity
Employer.
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human
Resources Department lobby, where we have workstations available. Our office is
at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday
through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking accommodation to apply for a job may
call (704) 336-2285 for assistance, or you may email questions to
CityHrJobPostingsNotify@ci.charlotte.nc.us.
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.