Quality Assurance Specialist

Under the general supervision of the RECC Director or designee, efficiently processes records and discovery requests in compliance with applicable laws and statutes. Supports high-quality customer service, adherence to dispatch protocols, and quality assurance of emergency communications functions through review, evaluation, and documentation of performance. Identifies protocol, operational, and training needs related to emergency call-taking and dispatch systems and assists RECC in maintaining accreditation standards and compliance with applicable emergency dispatch protocol programs. Prepare and produce all discovery and Inspection of Public Information Act (IPRA) requests and payments. Develops and maintains a Quality Assurance Case Review Program for dispatch protocols. Provides input in the evaluation of RECC staff performance as it pertains to adherence to policies, practices, procedures and protocols. Evaluates compliance and communicates with RECC Team Leaders regarding dispatch protocol functions (e.g., MPDS/EMD}. Establishes a program of Continuing Education for Emergency Communications Specialists and Communications Supervisors to maintain dispatch protocol certification and re-certification. Works in conjunction with the RECC Training to Coordinator to assist Emergency Medical Dispatchers in maintaining their state licenses and certifications. Works with the RECC's Medical Director in developing and maintaining an Emergency Medical Dispatch case review program. Assists Communications Team Leaders in investigation of complaints. Assists the RECC Director in maintaining the Quality Assurance database which documents all Quality Assurance reports filed with the RECC. Develop reports on data collection, analysis and feedback as necessary on dispatch protocols and customer service. Acts as a liaison with Fire Departments and EMS Units and attends Fire and EMS committee meetings and other meetings as necessary. Testifies for courts as custodian of records. Assists the RECC Director and RECC Deputy Director in various projects as requested. Assumes duties of dispatch when necessary and answers callers to evaluate if police, fire or EMS are needed with EMO pre-arrival instructions; inputs calls for service in CAD system. Attends meetings and provides reports as necessary for all agencies served by the RECC. Attend seminars, workshops, and periodic training classes. Provides direct verbal and written feedback to RECC staff in accordance with recommendations and standards or as directed by the RECC Director. May assume duties of dispatch when assigned and answer callers to evaluate if police, fire or EMS are needed with EMO pre-arrival instructions and input calls for service in CAD system.

Knowledge/Skills:

Knowledge of Emergency Medical Dispatch Protocols. Knowledge of emergency dispatch systems, operations, and policies and procedures. Knowledge of modern office practices and procedures. Skill in training, providing effective feedback, and guidance. Ability to operate various word-processing, spreadsheet, presentation, and database software programs. Ability to accurately type a minimum of 35 wpm. Ability to establish and maintain effective working relationships with coworkers, supervisors, the public . Ability to communicate clearly and concisely, both orally and in writing; ability to effectively deal with the public. Good diplomacy and strong decision-making skills. Ability to perform tactfully, ethically and proficiently, individually and with a team, under stress. Ability to perform work accurately and to follow oral and written instructions and guidelines. Ability to perform tactfully and proficiently under stress. Ability to analyze data and write reports. Ability to organize training programs Ability to organize and prioritize numerous tasks. High school diploma or GED. Three (3) years of experience in Emergency Medical Dispatching (EMD) or Emergency Medical Services (EMS) OR three (3) years of experience related to the duties and responsibilities listed. Must possess or obtain a New Mexico DPS Basic Dispatch Certificate within twelve (12) months Must possess or obtain CPR, NCIC, and EMD certifications within twelve (12) months. Must be certified by the International Academies of Emergency Dispatch (IAED) in EMD-Q (Emergency Medical Dispatcher - Quality Improvement) or become certified in EMD-Q within twelve (12) months of appointment. Must obtain and maintain a New Mexico Department of Health Emergency Medical Dispatch License. (continuing education opportunities provided by the department)

Working Conditions:

Work is primarily in an office environment. While performing the duties of this job, the employee regularly is required to sit; handle or feel; reach with hands or arms; and talk or hear. Ability to lift up to 20 pounds. Clarity of vision at short distance required. Evening, holiday, and weekend work is required. Extended hours, irregular shifts, and occasional overnight travel are required. May be on call for emergencies and staffing shortages. Work may involve exposure to excessive noise and distressed individuals. Incumbents may be asked to work any day of the week (including weekends) and any hours of the day or night in special circumstances.

Conditions of Employment:

Selected candidate must submit to and pass a County paid pre-employment physical and drug/alcohol screening. Additionally, selected candidate must submit to and pass a county paid criminal background screening. Selected candidate must possess and maintain a valid New Mexico Class D Driver's License as incumbent shall be appointed to drive a County vehicle during the performance of his/her duties. Must be free of any convictions or any other crime involving moral turpitude. Prior criminal convictions may or may not disqualify applicants. Candidate must obtain and/or maintain all certifications required.