Communications Quality Assurance Specialist

HERNANDO COUNTY SHERIFF’S OFFICE

AL NIENHUIS, SHERIFF

JOB TITLE: COMMUNICATIONS QUALITY ASSURANCE SPECIALIST

BUREAU: ADMINISTRATIVE SERVICES BUREAU

SUPERVISED BY: COMMUNICATIONS TRAINING COORDINATOR

PAY GRADE: 517N CREATED: 3/05/2025

FLSA STATUS: NON-EXEMPT REVISED: 6/19/2026

CHARACTERISTICS OF THE CLASS

Under the general supervision of the Communications Training Coordinator, a Communications Quality Assurance Specialist (QA Specialist) shall be knowledgeable in public safety call taking, dispatching functions and will provide Quality Assurance evaluations of the work performance of employees. NOTE : These examples are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

ESSENTIAL JOB FUNCTIONS

Performs regular reviews in compliance with International Academy of Emergency Dispatch system guidelines for evaluating medical, fire and law enforcement calls and proactively with Shift Supervisors to ensure effective performance of shift personnel. Responsible for maintaining a database of all employees within Communications for the purposes of quality assurance review and compliance. Conducts case reviews and evaluations of randomly selected calls for measurement of protocol compliance. Analyzes data to prepare reports describing individual performance. Performs other duties as assigned.

QUALIFICATIONS

Training and Experience Must have a minimum of a high school diploma or possess a general equivalency diploma. Must have a minimum of two years’ experience as a call taker/dispatcher in a public safety agency. Experience and/or certifications in Communications Quality Assurance is preferred. Current International Academy of Emergency Dispatch EMD, Florida DOH Public Safety Telecommunicator certifications required. Exceptions may be made for recently expired or recertification eligible candidates. Must possess a Florida driver’s license. Knowledge, Skills and Abilities Knowledge and/or direct use of techniques and procedures used in training of adult learners. Advanced knowledge of computer aided dispatch, mapping, 911 equipment as well as Microsoft and Excel applications. General knowledge of Hernando County geography. Effective interpersonal communications skills. Demonstrate ability to work individually and self-sufficiently, as well as collaborating to meet deadlines and to work effectively with all necessary personnel. Ability to successfully complete EMD-Q, ProQA Medical, AQUA software, courses as applicable to QA. NCIC/FCIC certification. Must be able to maintain CPR, IAED EMD, FI DOH license.

ESSENTIAL PHYSICAL SKILLS

Ability to communicate using speaking, hearing and vision skills. Ability to sit or stand for long periods of time. Ability to access, input, and retrieve information from a computer. Acceptable eyesight (with or without correction). Acceptable hearing (with or without hearing aid). Equal Opportunity Employer #J-18808-Ljbffr Hernando County Sheriff's Office