911 Senior Shift SupervisorQAQI Specialist.

911 Senior Shift Supervisor/ QA/QI Specialist

Position Description

Non-Exempt

OVERALL OBJECTIVE OF JOB

The 911 Senior Shift Supervisor/ QA/QI Specialist is responsible for ensuring compliance with

Pennsylvania Emergency Management Agency (PEMA) Quality Assurance and Quality Improvement

requirements. This position oversees the review and evaluation of emergency and non-emergency

communications ensuring that at least two percent (2%) of all emergency calls for service are

reviewed as required by the Commonwealth of Pennsylvania. Serves as the departments CLEAN Terminal

Agency Coordinator Law Enforcement and Fusion Center Liaison by coordinating interagency

partnerships facilitating information sharing supporting public safety initiatives and ensuring

compliance with local state and federal requirements.

ESSENTIAL FUNCTIONS OF JOB

1. Conduct routine reviews of911 calls non-emergency calls radio transmissions CAD entries

and related communications records.

2. Evaluate telecommunicator performance using established quality assurance standards scoring

criteria agency policies and APCO standards.

3. Ensure compliance with PEMA 911 Program requirements agency policies and procedures

accreditation standards and applicable federal state and local regulations.

4. Perform random case reviews to assess call-taking and dispatch performance.

5. Provide documented feedback commendations coaching retraining recommendations and

corrective action recommendations as appropriate.

6. Identify trends recurring deficiencies training opportunities and operational concerns

through quality assurance monitoring.

7. Maintain accurate quality assurance records reports statistics and supporting

documentation.

8. Prepare and submit monthly quarterly and annual quality assurance reports and compliance

data as required by PEMA.

9. Conduct investigations involving operational incidents complaints and quality assurance

concerns.

10. Process requests for information recordings CAD records and other materials in response to

subpoenas Right-to-Know requests and legal proceedings in accordance with agency policy.

11. Generate statistical reports and performance analyses for administrative staff.

12. Assist in training new employees and evaluating trainee performance.

13. Perform Senior Shift Supervisor duties when assigned including overseeing daily operations and

providing operational guidance to personnel or filling an open TCO TCOII or Supervisor shift.

14. CLEAN Terminal Agency Coordinator (TAC).

15. Acts asthe departments designated Law Enforcement and Fusion Center Liaison.

OTHER DUTIES OF THE JOB

1. Attends training in-service and seminars as required

2. Performs other job related duties as required.

SUPERVISION RECEIVED

Receives occasional instruction from the EMA Director 9-1-1 Coordinator and 9-1-1 Operations

Manager in regards to daily work duties and assignments.

WORKING CONDITIONS

1. Works in adequate work space lighting and temperatures but with fluctuations in ventilation.

2. Works with average indoor exposure to noise but subject to frequent disruption and

stress.

3. Normal indoor exposure to dust/dirt.

4. Periodically works shifts on-call or on an as-needed basis.

PHYSICAL AND MENTAL CONDITIONS

1. Must possess ability to record convey and present information explain procedures and follow

instructions.

2. Must be able to sit for long periods throughout the workday with intermittent periods of

standing walking bending twisting and reaching necessary to carry out duties of job.

3. Dexterity requirements range from simple to coordinated movements of

fingers/hands feet/legs; torso necessary to carry out duties of job.

4. Light work with occasional lifting/carrying of objects with a maximum weight of twenty

pounds.

5. Must be able to cope with the physical and mental stress of the position.

6. Must be able to pay close attention to details and concentrate on work.

7. Must be able to mentally and physically react quickly to emergency situations.

QUALIFICATIONS

1. EDUCATION/TRAINING

High school diploma or equivalent and some computer and supervisory skills required.

2. WORK EXPERIENCE

a) Must be certified in CPR (BLS Healthcare Provider Course).

b) Must possess or obtain certification in the APCO 40 Hour Dispatcher Training Program

Emergency Medical Dispatch Law Enforcement Communications and Fire Service Communications.

c) CLEAN Terminal Operators Program.

d) One (1) year experience as a full-time 9-1-1 Shift Supervisor.

KNOWLEDGE SKILLS AND ABILITIES REQUIRED

1. Must be able to speak and understand the English language in an understandable manner in

order to carry out essential job duties.

2. Must possess good communication and interpersonal skills.

3. Must possess ability to function independently have flexibility and the ability to work

effectively with clients co-workers and others.

4. Must possess ability to maintain confidentiality in regard to employee and client

information and records.

5. Must possess the technical knowledge of operating personal computers and other office and

communication equipment.

6. Must possess a willingness to travel as needed to carry out essential job duties.

7. Must possess knowledge of various federal state and local laws to carry out work

requirements.

8. Must fulfill the certification requirements of the Commonwealth of PA for 9-1-1

Shift Supervisor level and training instructor level.

9. Must fulfill the requirements of the Commonwealth of PA for Terminal agency Coordinator.

I0. Must have a thorough knowledge of CLEAN/NCIC functions and be able to trouble

shoot and train all users

10/20/2026