911 Emergency Communications QA/FOIA Coordinator

2026 Saline County

911 Emergency Communications Quality Assurance / FOIA Coordinator / Dispatcher         

Job Description

Exempt:                                 No

Department:                          Office of Emergency Management

Reports To:                            Office of Emergency Management Director

Location:                                102 South Main Level B, Benton, AR  72015

Safety Sensitive:                    This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.

GENERAL DESCRIPTION OF POSITION

Maintain the Quality Assurance for the 911 Center as well as work in accordance with departmental policy, state and federal law, supplemented with specific directions from administration personnel. Work is evaluated through observation, discussion, and review of reports.  Serves as Public Safety Dispatcher when needed. Respond to FOIA Requests and track time received and submitted. Work closely with the other public safety agencies in notifying them of FOIA Requests are received.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Review and evaluate emergency and non-emergency calls, dispatches, and radio communications for service in accordance with established protocols and guidelines. 


2. Provide individual constructive feedback to employees based on call and dispatch process review. Gather individual employee performance data and distribute to supervisors for follow-up with the employee. Provide feedback in a positive and constructive manner designed to build professionalism and excellence in the individual, team, and organization.


3. Monitor performance and compliance of protocols and certification standards. Provide feedback to supervisors regarding overall division performance identified during call and dispatch process reviews.


4. Participate as part of the training team to identify training needs, procedure modifications or review. Make recommendations for enhancement to operational procedures and training programs. Develop multi-media training tools and processes for effective and efficient training processes.


5. Gather and compile call performance, dispatch process performance, and other related data for quality assurance purposes. 


6. Develop improvement strategies and actions plans for individual dispatchers, dispatch teams, team leads, and Saline Emergency Communications as a whole through education and practical training.


7. Be able to present QA data analysis, action plans, and growth opportunities to stakeholder individuals and groups in a professional manner.


8. Maintain a professional presence when representing Saline Emergency Communications in any manner to reinforce the standard of excellence in communication.


9. Review policies and procedures to ensure call processing operations are in compliance with accreditation standards. Maintain the document management system to ensure proper tracking of document modifications as well as staff notifications and sign offs.


10. Assist in maintaining minimum staffing levels. Obtain and maintain all education requirements for all dispatch stations, including MEDCOMM as backup.


11. Perform a variety of clerical and data entry duties. Assist in updating software programs by providing improvement opportunities procured from on-the-job experience, feedback from dispatchers, call and dispatch reviews, and QA data.


12. Operate a variety of communications and telecommunications equipment including wide band radio, telephone and computer consoles and systems, and other recording devices.


13. Have a working and apply knowledge of FOIA laws, rules, and regulations.


14. Team lead in obtaining Dispatch Center accreditation. Provide direction, motivation, and tracking of the accreditation process.


15. Assist the Emergency Operations Center in responding to large scale events in whatever capacity is needed by the Incident Commander.


16. Investigate stakeholder complaints, untoward events, and other incidents involving possible loss or neglect of service by the dispatch center personnel. Provide risk analysis, after action review information, and feedback to management and staff.


17. Perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

Knowledge of:

• Policies and procedures of the Police, Fire and emergency dispatch operation.


• Legal terms and language associated with FOIA and pertinent legal matters.


• Pertinent federal, state, and local laws, codes and regulations.


• Telecommunications systems, computer aided dispatch and 911 systems. 

Ability to:

• Identify and resolve problems in a timely manner.


• Build working relationships with team members, administrators, and stakeholders.


• Gather and analyze information skillfully and make decisions based on research and experience.


• Interpret and understand legal language regarding FOIA and other pertinent legal matters.


• Assist in building a strong professional culture.


• Develop alternative solutions when necessary.


• Comply with all rules, policies, regulations, and procedures.


• Follow chain-of-command and contact the appropriate supervisor as needed.


• Accurately and quickly recall details and essential information.


• Use reference materials (books, charts, maps, manuals, etc.) effectively and efficiently.


• Respond promptly to requests for service and assistance.


• Meet deadlines.


• Maintain confidentiality.


• Be flexible in scheduling.


• Listen and comprehend efficiently and effectively.


• Consistently think clearly, act quickly, and calmly in a wide variety of situations.


• Define problems, collect data, establish facts, and draw valid conclusions.


• Demonstrate accuracy and thorough quality of work.


• Deal with frequent change, delays, or unexpected events.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

A High School Diploma or GED with knowledge of a specialized field (however acquired), such as public administration, general business or a related field, plus demonstrated work experience that requires the review and redaction of records based on statutes, rules, regulations or policies.  Quality Assurance/Quality Improvement and/or training preferred.   

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Valid Arkansas Driver's License; Incident Command system IS-100 /200 /700 /800;

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

APCO Public Safety Telecommunicator or equivalent, Certified Training Officer (CTO) Certification.  Experience in fields related to QA/QI and Training.

RESPONSIBILITY FOR WORK OF OTHERS

Carries out responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities may include but not limited to planning, assigning and directing work; appraising performance, addressing complaints and resolving problems. Maintain proper working relationships that build a culture of professionalism and excellence.

EMPLOYEE CONTACT

Continuous contacts frequently involving difficult negotiations which require a well-developed sense of strategy and timing. Involves contacts with senior level internal officials.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks which are not as varied as those positions with high-level diversity and decision-making.

While performing the functions of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear, taste or smell; frequently required to stand, walk, climb or balance, stoop, kneel, crouch, or c. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; and ability to adjust focus.

ADDITIONAL INFORMATION

• Ability to think and act quickly and appropriately in emergencies and highly stressful situations.


• Ability to elicit important information from callers who may be upset or highly emotional and to decide the most appropriate emergency response for the situation.


• Ability to work effectively with all regulatory agencies and with the general public in a courteous, efficient manner.


• Monitor radio traffic from multiple departments and several frequencies, including multiple Volunteer Fire Departments, Arkansas State Police, special law enforcement task forces, Arkansas Wireless Information Network (AWIN), Sheriff’s Office and its' deputies, Arkansas Department of Emergency Management (ADEM), Arkansas Game and Fish, Arkansas Highway Police.


• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be able to interpret a variety of county, state, and federal laws, make decisions and take action accordingly.

The duties listed above are intended only to show the various types of duties that will be performed.  The omission of a specific statement of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. 

All positions within the Saline County Emergency Communications are assigned by the County Judge and/or the OEM Director and are subject to be changed when deemed in the best interest of the Office of Emergency Management operation. 

This job description does not constitute an employment agreement between Saline County and the employee and is subject to change by the employer if the need of the employer and requirements of the job change.

911 EMERGENCY COMMUNICATIONS QUALITY ASSURANCE/FOIA COORDINATOR

• Starting at a rate of $52,928 for a new hire.


• Promotional rate of $55,045 annually for an established employee (An individual who has been a full-time Saline County employee for more than 90 days).


• This position work schedule is Monday/Friday, 8 AM to 4:30 PM with some evenings required depending upon the workload, with paid holidays off.  This position is considered an essential employee during a weather event and required to report to work as scheduled. 

• Bilingual pay of $2,080 is available once proficiency has been established.


• Group health, dental and life insurance is paid by the County for the employee’s coverage provided the employee obtain a wellness check within designated timeframe. 


• For employee retirement, the County contributes 15.32% per pay period of the employee’s gross towards the employee’s retirement through the Arkansas Public Employees’ Retirement System.

SALINE COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER

POSTED _3/17/2026___

THIS POSITION WILL CLOSE AT 4:30 ON 3/24/2026 OR REMAIN OPEN UNTIL FILLED