911 Quality Assurance Coordinator

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911 Quality Assurance Coordinator

Office of Emergency Management

Hourly Pay Rate: $28.50 - $42.73

Closing Date: June 19, 2026, or sooner upon receipt of the first 50 application submissions received

Job Summary: The 911 Quality Assurance Coordinator will perform tailored duties critical to Communications operations. The 911 Quality Assurance Coordinator will collect and analyze bona fide metrics to benchmark against national standards. This position is responsible for the quality assurance program for the 911 Communications Division, to include assessment of calls and dispatch radio transmissions; trauma/cardiac pages and the Dispatcher Assisted CPR or EMD program.

Job Duties:

• Gather and analyze all available calls, radio transmissions, and paper/electronic files. Provide critical, accurate and thorough evaluation of these records with QA measuring tools.
• Prepare, implement and maintain requirements of the Comms QA program through performance standards that adhere to local, state and national standards in line with developed QA tools to include Association of Public Communications Officials (APCO).
• Maintains required quality improvement files, records and tracking logs. Prepares and disseminates employee quality improvement reports, identifies trends in performance and alerts leadership to the need for training or changes. Prepare, implement and maintain requirements of the Comms QA program through performance standards that adhere to local, state and national standards in line with developed QA tools to include Association of Public Communications Officials (APCO).
• Must be intimately familiar with procedures, operations and protocol. Work with the Training Team on curriculum and process improvements.
• Responsible for having a general understanding of the OEM EMS Division QA processes collaborating with the OEM QA Coordinator in the collection and evaluation of data in accordance with the EMS Division QA processes.
• Research, process, record, and disseminate incoming open records requests related to the four divisions of OEM. Requires the ability to prepare audio tapes to meet open records mandates per County and Wisconsin Statues
• Responsible for having a general knowledge of Emergency Management Division QA processes and provide assistance with reviewing and evaluating hazardous materials spill notification and severe weather incident reports.
• Works as a floor supervisor when no other supervisor is present. Works with leadership team on scheduling and other problem solving. Other duties as assigned by OEM Director, OEM Deputy Director, and/or 911 Division Director Rep.
• Fills in as a CDO or Dispatcher. Complete other tasks and duties as assigned by the OEM Director, OEM Deputy Director, 911 Director and/or 911 Supervisors.

Minimum Qualifications:

• Current Wisconsin resident at time of application
• Valid Drivers License to be maintained throughout employment.
• High School Diploma or GED equivalent
• At least one (1) year of experience working as a 911 or EMS call-taker/dispatcher that includes experience with Emergency Mangement and Quality Assurance process
• Basic knowledge of all related computer and software applications, such as word processing and spreadsheets.
• Able to lift/carry and push/pull up to 30lbs.

Preferred: Advanced Certification in Emergency Medical Dispatcher Quality Assurance (EMD Q)

Knowledge, Skills and Abilities: Knowledge of Emergency Medical terminology; knowledge of common Emergency Medical Services forms and reports; oral and written communication skills; ability to enter and retrieve data; ability to work under pressure.  

NOTE: This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin. Candidates must submit a full account of their training and experience (i.e., by submitting an up-to-day resume or by fully completing the application) during this electronic application process and may also be asked to take additional written or performance tests as part of the selection process.

APPLICANTS MUST POSSESS MINIMUM QUALIFICATIONS AT TIME OF FILING APPLICATION.

PG NR24

Milwaukee County is committed to fostering an equitable working environment, free from discrimination and harassment, on the basis of any characteristic protected by law. We prohibit any form of discrimination, harassment based on race, color, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, pregnancy related condition, national origin, age, disability, FMLA status, sexual orientation, military status, marital status, or any other category or status that is now or in the future protected by federal, state, and local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.