Quality Improvement Specialist - 911

Livingston County was named a 2023 Top Workplace by the Detroit Free Press! Based solely on employee feedback, the Top Workplace title is a badge of honor for the County. With over 700 employees serving within 18 departments, 5 elected offices, and 5 Courts, Livingston County's top priority is providing effective and efficient services that improve the quality of life for all of our residents.

Position Summary:

Under the supervision of the Operations Manager - 911, this position is responsible for participating in strategic long-range planning to develop department goals, management philosophy, policies, and resource utilization to provide effective 911 customer service to the community. Responsible for research, development and implementation of the Quality Improvement program and participation in the department's CTO system training. Participates in the day-to-day operations of the dispatch center, including recruitment, the hiring process, and observing and evaluating floor personnel.

Benefits:

• Retirement plan includes a 401a with up to 8% employer contribution
• Comprehensive Medical, Pharmacy, Dental & Vision
• Optional HSA with an employer match
• Optional Voluntary 457 Deferred Compensation plan
• Short-term & Long-term disability & Basic Life & AD&D insurance
• Health & Dependent Flexible Spending Accounts
• Paid vacation, sick days & 13 Holidays. Unused vacation and sick time rolls over
• Tuition Reimbursement
• Up to $500 annual Wellness reimbursement* & $100 incentive for completing your annual physical & Health Assessment.
• Voluntary benefits such as Pet Insurance, Accident, Critical Illness, Hospital & Whole Life policies
• Employee assistance program

• Pro-rated based on DOH

Pay Rate Information:

The Quality Improvement Specialist position is a non-union position and starting pay is $32.98/hr. This position is eligible for step pay increases within our Non-Union Grade 9 Wage Scale. Top end of the current wage scale for this position is $41.78/hr.

Essential Job Functions:

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties, which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

• Responsible for the research, development, and implementation of a comprehensive quality assurance program. Evaluates administrative and procedural activities of the department as related to customer service and makes recommendations for improvement.
• Reviews a percentage of calls per month for each employee and produces quality assurance reports using applicable software.
• Oversees department programs by reviewing forms, reports, and other documents for compliance with operational policies and procedures.
• Participates in the departmental accreditation process if implemented.
• Develops, evaluates, and updates new educational programs and testing material for staff.
• Researches new developments in 911 and provides training as needed.
• Researches and identifies community education needs and determines an effective strategy for implementation.
• Assists the department in participating in community organizations to promote the department's image and programs by attending events and preparing materials.
• Assists with the resolution of internal and/or external complaints.
• May be required to perform the duties of a dispatcher.
• May be required to perform duties outside normal working business hours.
• Performs other duties as directed.

Required Knowledge, Skills, Abilities and Minimum Qualifications:

The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Requirements include the following:

• Bachelor's Degree in business administration, human resources, emergency management, communications, or related field and three years of progressively more responsible experience in a dispatch communications center including experience as a dispatcher.
• The County, at its discretion, may consider an alternative combination of formal education and work experience.
• Must obtain LEIN Operator, Emergency Medical Dispatch (EMD), and CPR certifications within one year of hire.
• Michigan Vehicle Operator's License.
• Thorough knowledge of the principles and practices of business administration and developing and implementing policies and procedures in an emergency dispatch center.
• Considerable knowledge of trends in emergency management, equipment related to emergency dispatch, researching, developing, and implementing operations and developing policies and procedures for Quality Improvement and best practices in a dispatch call center,
• Skill in maintaining accurate and detailed records, and applying local, state and federal laws, rules and regulations.
• Skill in assembling and analyzing data, preparing comprehensive and accurate reports, and assisting with developing policy and service recommendations.
• Skill in effectively communicating ideas and concepts orally and in writing.
• Ability to establish effective working relationships and use good judgment, initiative and resourcefulness when dealing with County employees, contractors to the County, representatives of other governmental units, professional contacts, elected officials, and the public.
• Ability to assess situations, solve problems, work effectively under stress, within deadlines, and in emergency situations.
• Skill in the use of office equipment and 911 technologies, Microsoft Suite applications and specialized communications software, databases and equipment.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to communicate in person and by telephone, read regular and small print, view and produce written and electronic documents, and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop and kneel, use hands to finger, handle, or feel and reach with hands and arms. The employee must lift or push/pull objects of up to 15 lbs. without assistance. Accommodation will be made, as needed, for office employees required to lift or move objects that exceed this weight.

The typical work environment of this job is a business office setting where the noise level is quiet and sometimes moderate.