Quality Assurance Manager

DuPage Public Safety Communications (DU-COMM)

Contact Information

Address:

Website:

• www.ducomm.org

Phone:

• 630-260-7500

Email:

• HR@ducomm.org

Application Deadline:

• 08/31/24
• @ 4:00 PM or until position is filled

Salary:

• Starting: $116,355 +/-, DOQ

  Benefits:

  • Paid time off (PTO) of 208 hours each year
  • Group health insurance: HMO 15% employee contribution with PPO options available
  • $40,000 group life insurance
  • IMRF pension

Position Details

QUALITY ASSURANCE MANAGER POSITION ANNOUNCEMENT

DuPage Public Safety Communications (DU-COMM) located in DuPage County Illinois, seeks a highly qualified and motivated person to fill the open position of Quality Assurance Manager.

DU-COMM is a large consolidated public safety communications center in Illinois and currently serves forty-five (45) member agencies and over 850,000 residents in DuPage and neighboring counties. DU-COMM receives requests for Police, Fire, and EMS via 9-1-1 and non-emergency lines. DU-COMM processes almost 1 million phone calls each year and over 700,700 calls for service. Municipalities and fire districts work together to provide a high level of service to their citizens in public safety communications. DU-COMM has a staff of 124 and employs 89 full-time 9-1-1 Telecommunicators. The FYE2025 budget is $22.1 million.

The primary responsibility of the Quality Assurance Manager is to plan and implement Quality Assurance (QA) and Quality Improvement (QI) programs, protocol management and assist with training and projects.

Other duties include:

• Perform quality assurance reviews; recommend and/or create, maintain, or modify agency’s Quality Assurance Written Directives
• Provide constructive feedback to call takers and dispatchers regarding phone or radio performance standards
• Recommend and implement remedial training plans for those employees that fall outside of compliance levels
• Prepare quarterly trainings, concentrating on areas of deficiency
• Submit such records/reports as required by DU-COMM’s policies and procedures
• Investigate and respond verbally, or in writing, to complaints, investigations, and inquiries from member agencies
• Provide monthly statistical reports on findings and compliance with protocols

Candidates:

• Candidates should possess strong analytical, problem solving, and communication skills.
• Candidates must have at least five (5) years of experience in a 9-1-1 public safety communications center or related field and one (1) year in a supervisory position, Operator-in-Charge, or Communications Training Officer (CTO) in a multi-agency public safety communications center.
• Must achieve and maintain appropriate level of certifications for: Certified Training Officer (CTO), Law Enforcement Data System (LEADS), National Incident Management System (NIMS).
• Must have a current/valid certification for: Emergency Medical Dispatcher (EMD), Emergency Fire Dispatcher (EFD), Cardiopulmonary resuscitation (CPR).

Schedule:

This position generally works 8-hour shifts, Monday - Friday, 08:00 am – 4:30 pm. This position should be flexible to occasionally accommodate the needs of a 24/7 organization and its employees.

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