QA/FOIA Analyst

This position is responsible for the processing of external requests for information and Freedom of Information Act (FOIA) requests. The position also supports the Dispatch Department's Quality Assurance (QA), Quality Improvement (QI) & Accreditation programs by providing routine review of Dispatcher performance, including feedback to staff. The position promotes compliance with state and federal regulations as pertaining to the delivery of 911 services, adherence to established 911 communication center goals and procedures, and provides an outline for continuous improvement for the overall emergency communications center operation.   Work is performed under general direction of the Sr. QA/QI Analyst. Technical guidance may be exercised over other employees.

• Evaluate staff performance through regular review. Provide coaching and feedback regarding performance.  Recommend additional training to ensure staff exhibit the necessary skills and techniques to improve their performance.          
• Complete and maintain QA records for all calls and radio transmissions reviewed and evaluated. 
• Prepare regular QA reports to the Senior QA/QI Analyst or Director on compliance with standards and performance measures.
• Process and prepare outside requests for information which includes court requests, subpoenas, agency requests, and FOIA requests.  Ensure responses are provided in a timely fashion, adhere to state and federal statute, and are recorded according to departmental protocol.
• Redacts reports and audio for public release in accordance with Massachusetts Public Records law. 
• Listens to and evaluates high acuity, high stress incidents on a regular/daily basis
• Formats, prints and distributes QA guidelines and updates, maintains call taker protocol cardsets
• Works with the Training/IT Coordinator and Sr. QA/QI Analyst to evaluate dispatchers for certification
• Knowledge, skills and ability to perform all job functions and act as a Dispatch CTO II
• Acts as the Administrator on Call (AOC) for scheduled pre-determined periods of time.  Is required to answer phone calls and respond into dispatch if needed 24/7.
• Attends outreach events as scheduled by the Operations Manager – educates the public on the use of 911.
• Attends local and regional meetings and conferences on behalf of SEC.
• Performs additional duties and special projects as assigned.

• Knowledge of techniques, procedures, and methods used in the operation of a public safety 911 Communication Center.
• Knowledge of Computer Aided Dispatch (CAD) and computerized enhanced 911 equipment; emergency service call operations including network, equipment, data base, and geography/addressing systems.
• Knowledge of public safety communications practices and procedures and the technical language of Police, Fire, and Emergency Medical Services (EMS).
• Ability to communicate effectively and present information clearly, logically and persuasively.
• Knowledge of public disclosure laws.
• Ability to maintain CORI clearance and abide by confidentiality regulations.

• High school diploma or equivalent.
• Three (3) years of experience in a public safety setting.
• Three (3) years of experience in Quality Assurance/Quality Improvement position directly reviewing work performance, or experience responding to public/customer requests for information; or any equivalent combination of experience totaling six (6) years.
• A valid driver's license.

Salary : $64,592 - $84,002