Quality Assurance Coordinator

Job Description:

Quality Assurance Coordinator

Description

Description

Vacancy is in the Department of Emergency Services and Telecommunication. Under direction, independently performs objective evaluation of data, information, and direct observations. Reviews the quality of work of the Public Safety Answer Point (PSAP) in receiving and processing emergency and non-emergency calls, and dispatching Police, Fire and Emergency Medical calls for service to ensure proper utilization of resources and efficient and accurate service delivery. Makes recommendations for improvements concerning the level of performance of the PSAP and its staff. Provides performance feedback to staff such as: remediation training outlines, written directives, coaching, and performance improvement plans . Gathers available records needed to evaluate information and data related to the random sampling of calls for services. Objectively evaluates information and data for compliance with departmental policies and procedures, industry standards, and legal requirements. Coordinates and conducts random and special case reviews to measure protocol compliance. Generates and disseminates reports and completes documentation for each review in accordance with record keeping and retention policies defined by department policies and federal, state, and local regulations. Ensures the department meets "best practices" guidelines as appropriate by reviewing trade literature for pertinent information and new relevant technology and processes to keep the department current with industry trends. Prepares reports, charts, and graphs on a weekly, monthly, and quarterly basis relating to the effectiveness and efficiencies of service. Continuously evaluates and makes recommendations for updates to the quality assurance process.

The above essential duties and responsibilities are not intended as a comprehensive list; they are intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may perform additional related duties as required.

This is a HMEA Union Position.

Knowledge, Skills & Abilities

The examination will consist of a rating of your training and experience as contained on your application and may also include a written test, an oral test, a performance based test, or a combination thereof. All parts of the examination, including tests and ratings, will be related to the requirements of the position. The examination is designed to measure:

Knowledge of:

• Computer database entry, reporting, spreadsheets, and word processing.
• Department policies and procedures regarding Police, Fire, and EMS dispatching and call taking.
• ECC best practices.
• 911 Public Safety software applications.
  
  

Skill in:

• Communicating clearly and concisely, verbally and in writing.
• Defining issues, analyzing problems, evaluating alternatives, and developing recommendations.
• Exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues.
• Providing coaching and feedback to ECC staff on case reviews and quality assurance reports.
  
  

Ability to:

• Determine appropriate research methodology and statistical techniques.
• Observe and evaluate work performance.
• Maintain required quality assurance files, records, and tracking logs.
• Complete protocol case review and quality improvement reports for the department.
• Operate communication equipment including a Computer-Aided Dispatch (CAD) System, Radio System, 911 telephone system, and logging recorder.

Qualifications

Open to all applicants who meet the below qualifications:

High school diploma or GED AND five (5) years’ experience in an Emergency Communications Center (ECC) or Public Safety equivalent, including two (2) years of experience as a APCO certified Training Officer or Public Safety equivalent and two (2) years of experience as a supervisor.

Licenses; Certifications; Special Requirements

• A valid Driver's License is preferred.
  
• Must possess and maintain a State of CT Telecommunicator certification.
  
• Must possess and maintain a NCIC/COLLECT certification.
• Must obtain APCO Comprehensive Quality certificate within six (6) months.
• May be required to obtain additional certifications or complete additional trainings.

Physical Demands and Working Conditions
Requires sedentary work that involves sitting for long periods of time but may involve visiting other work areas to gather data or observe work performance as needed. Must be able to work hours beyond normally scheduled hours in response to department needs and/or City-wide emergencies.

A COPY OF YOUR DEGREE OR TRANSCRIPT MUST BE ATTACHED TO YOUR APPLICATION. A DEGREE OR TRANSCRIPT SUBMITTED WILL BE VERIFIED BY THE HUMAN RESOURCES DEPARTMENT.

Other Information

• Application must be completed in its entirety, including required documentation. Applications without proper documentation shall result in your disqualification.
• All correspondence and information concerning the application and testing process will occur via email, unless otherwise requested at the time of application.
• Please be sure to check your junk and spam email for all recruitment communication.
• Applications via facsimile or email are not accepted.

EMPLOYMENT PREFERENCES AND LEGAL NOTICES

• Hartford Residency Preferred: Preferably be a bona-fide resident of the City of Hartford at the time of application. A completed City of Hartford Residency Affidavit including proof of residency as indicated on the RESIDENCY AFFIDAVIT may be submitted.
  
• Veteran's Preference Form: Preferential Points may be given to Eligible Veterans. Must submit a Veteran's Preference Form , along with a DD-214 and Disability letter (if applicable) from the Office of Veteran's Affairs.
  
• Americans With Disabilities Act: The Human Resources Department provides reasonable accommodation to persons with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need an accommodation in the application or testing process, please contact the Human Resources Department.
  
• An Affirmative Action/Equal Opportunity Employer: The City of Hartford is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, veterans and persons with disabilities.
  

Closing Date/Time: 3/26/2026 5:00 PM Eastern

Salary:

$84,938.88 - $90,035.14 Annually