Communications Quality Officer

POSITION SUMMARY: 

Under the general supervision of the Control Coordinator, the QAO reviews calls to ensure monthly ACE requirements are met, recommends Continuing Education (CE) assignments for Control staff and assists with Control’s New Employee Orientation Program (NEOP). 

The Communications Quality Officer (CQO) works part-time off the communications floor performing quality assurance duties and part-time on the communications floor performing Telecommunicator duties as listed below: 

Under guidance from the dispatch supervisor the QAO receives calls from the public or other dispatch agencies concerning medical emergencies. The QAO will operate radio, telephone, or computer equipment to receive reports of medical emergencies and relay information or orders to proper officials.

SPECIAL NOTE: 

This job has been designated as a Safety Sensitive Position by Harris County ESD 11 Mobile Healthcare. Public safety, as well as the safety of Harris County ESD 11 Mobile Healthcare Harris County ESD 11 Mobile Healthcare employees, requires that the employee in this position be able to always perform all essential functions at the highest levels. Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High-Risk Medications identified by Harris County ESD 11 Mobile Healthcare and certification from the employee’s physician that such medications can be safely used while working. Because Harris County ESD 11 Mobile Healthcare ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance. This is a high stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations. The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment. A high level of physical, mental, and emotional health is an essential requirement. 

ESSENTIAL SKILLS:

• Adheres to all agency policies and procedures. 
• Maintains appropriate mental focus and emotional stability to perform safety sensitive functions in high stress, traumatic, physical demanding, emotionally charged situations.
• Reports on time and regularly for scheduled shifts.
• Must be able to work nights, weekends, holidays. 
• Adheres to STARCARE values in all interactions. 
• Takes an active role to ensure gossip and hearsay are not perpetuated.
• Professionally represents HCESD11 at all times. 

RESPONSIBILITIES AND DUTIES:

• Provides guidance, consultation, and follow-up to employees regarding call-taking activities. 
• Meets with employees who have questions and/or are performing below expectations. 
• Completes protocol case review and quality improvement reports for the Center. 
• Responsible for selecting CE training and refresher training for dispatchers. 
• Participates as the Chair of the Dispatch Review Committee and as a member of the Quality Assurance Unit. 
• Responsible for attending and/or facilitating, preparing agendas, reports, documents, and other information for DRC meetings. 
• Assists with EMD and call-taking education during Control’s New Employee Orientation Program. 
• Acts as a back-up to the on-duty dispatchers during times of call overload, or to cover an unexpected dispatcher vacancy that places the center below minimum staffing. 
• Acts as a back-up Communications Training Officer (CTO) as needed. 
• Ability to effectively take calls and provide dispatch functions for EMS units. 
• Ability to use personal computers and software applications and presentation equipment. 
• Ability to function and maintain composure under the stress of emergency situations. 
• Ability to follow verbal or written work orders from supervisor, and to coordinate work with others. 
• Ability to establish and maintain effective and cooperative working relationships with other employees, emergency services officials, and others contacted in the course of work. 
• Provides medical pre-arrival instructions as required by the National Academy of Emergency Dispatch Protocols.
• Enters all information in the appropriate fields of the CAD with accuracy and while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information. 
• Interacts with field units professionally over the phone and radio utilizing excellent customer service skills. 
• Ensures timely and accurate dispatching of units, utilizing appropriate system status management, CAD, radio, and other tools. 
• Knowledge of procedures to “flip the switch” and proceed to the backup site, if necessary, in the event of Communications Center evacuation. 
• Gives appropriate routing to units when needed while reporting any routing errors to the on-duty Field Supervisor. 
• Identifies and reports field performance concerns to Communications Supervisors.  
• Maintains knowledge of current or updated policies and procedures. 
• Maintains all certifications and keeps up with all required CE’s. 
• Maintains all performance in MIH, Billing and Compliance. 
• Always follow ESD-11’s mission and vision. 
• Other duties as assigned.

WORKING CONDITIONS: 

ENVIRONMENT: 

Typically, an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

PHYSICAL REQUIREMENTS: 

Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as viewing a computer and extensive reading. Involves sitting most of the time but may involve walking or standing for brief periods of time. 

MINIMUM REQUIREMENTS:

• High school diploma or GED equivalent 
• Current IAED EMD and CPR Certification
• Must possess and maintain an Emergency Medical Dispatch Quality Assurance (EMD-Q) Certification
• At least two years experience as a public safety dispatcher in a high-performance EMS system
• Excellent written and verbal communication skills
• Excellent interpersonal and conflict resolutions skills
• Ability to perform by example and work well with others 
• May not have been excluded by the OIG to participate in federally funded healthcare programs

PREFERRED REQUIREMENTS:

• Prior experience as a member of a Dispatch Review Committee (DRC) and/or Quality Assurance Unit (QAU)
• Familiarity with IAED’s ACE Accreditation standards and processes
• Experience providing one-on-one call-taking performance feedback 

HCESD11 is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, HCESD11 will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Furthermore, HCESD11 has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and HCESD11 reserves the right to change this position description and/or assign tasks for the employee to perform, as HCESD11 may deem appropriate.