Job Title: Compliance Specialist
Reports To: Compliance Supervisor
FLSA Status: Non-Exempt
Job Type: Full Time, In Office
Starting Salary: $28.24 hr – scheduled 88 hours in a two-week period, with four (4) hours scheduled overtime.
First Responder/Essential Employee Status: This position is defined as first responder according to the Federal Labor Standards Act and the intentions of the Louisiana Revised Statutes 33:9103 and 33:9124. This position is designated as Essential Personnel and will be required to report for duty during major events and/or declared emergencies of any size. Failure to report could result in immediate dismissal.

Job Purpose/Summary of Position

Position Responsibilities

• Develops, coordinates, and implements training programs in compliance with IAED, APCO, and NENA National and International standards and protocols.
• Mentor and direct the OPCD staff on areas of low- or non-compliance.
• Analyzes both required and targeted calls for compliance in order to develop on- demand reporting and aggregate metrics to evaluate improvement or challenges by staff, department, shift or other notable findings during special events, times of day/week, or other areas for improvement at OPCD using quality tools and program enhancements.
• Reviews existing training materials and collaboratively identifying new materials necessary for OPCD to ensure compliance with standard operating policy and procedures, including the incorporation of public safety agency policies and standards for call taking and dispatching, documentation, and communications as well as best practices from other industries.
• May instruct new employees on 9-1-1 operations, including but not limited to processing incoming calls and learning standard operating procedures (SOPs) for all public safety disciplines.
• Maintains, coordinates, and implements cross training for Fire, Police, and EMS dispatching with an emphasis on improving compliance across all disciplines.
• Train and mentor department staff (including Public Records) on best practices on quality review, investigation research techniques, and providing factual reports to internal parties. This will incorporate practices from other industries that will benefit the field first responder agencies such as hospital or public health, scientific review, educational research as well as entity-specific practices that may not typically be integrated into Emergency Communications Centers (ECC).
• Maintain deliverables and benchmarks for the agency’s quality assurance/control program to ensure key performance goals and milestones are met within department budget.
• Recommends and may develop remedial training as needed for staff low- or non-compliance and work in conjunction with Operations Supervisors to develop appropriate training plans to strengthen weak performance areas.
• Work closely with the Personnel Department as requested by the Compliance Manager in areas of employee non-compliance.
• Ensure staff maintain certification in areas required in the execution of their duties.
• Using AQUA software, conducts quality assurance (QA) reviews in accordance with International Academy of Emergency Dispatch (IAED) on random samples of weekly 9-1-1 calls and radio transmissions. Evaluates responses according to 9-1-1 quality assurance standards and determines if staff are in compliance with the agency’s policies and procedures.
• Evaluates, scores, and provides QA/QI feedback to ECSs.
• Investigates complaints brought by public safety agencies, leadership, and citizens regarding agency responsiveness, if so directed. Reviews calls under question and recommends necessary action to address complaints.
• Prepares daily, weekly, monthly, and quarterly QA/QI reports for the Compliance Supervisor and Compliance Manager.
• Completes and maintains QA/QI records for all calls and radio transmissions reviewed and evaluated.
• Assures that the Training and QA/QI program meets "best practices" and continues to be appropriate in all situations.  Ensures any recommended changes comply with NENA and APCO operating standards.
• Works with a variety of technical equipment to accomplish performance reviews including 9-1-1 telephony equipment, computer aided dispatch (CAD), logging recorders, and radio equipment.
• Assists in the duties of dispatching/call-taking when necessary.
• Support all accreditation efforts of the agency which include but are not limited to:
  • International Academy of Emergency Dispatch (IAED)
  • Association of Public Safety Communication Officials (APCO)
  • Commission on Accreditation of Law Enforcement Agencies (CALEA)
• Performs other duties as required.

Basic Qualifications (Required Skills/Experience)

• High school diploma or G.E.D.
• Three (3) years of experience as a quality expert
• Completion of ICS 100, 200, 300, 400, 700, and 800
• Demonstrated experience and knowledge on quality investigations and mentoring
• Proficient in public speaking and facilitating training sessions
• Experience in database management and/or metrics interpretation and reporting
• Must be able to exercise good judgment and decision making under high stress conditions
• Must be to communicate effectively, both orally, with individuals and groups, and in writing
• Demonstrate experience and knowledge using a Computer Aided Dispatch (CAD) system or other customer relations database
• Experience with public speaking and leading training sessions
• Experience in conducting analysis and counseling employees
• Successful completion and clearance of a criminal background investigation and drug screening
• Must be able and willing to work all shifts, including weekends and holidays; may be re- assigned at any time based upon the agency's need

Preferred Qualifications (Desired Skills/Experience)

• Associate’s degree in education, communication, business, or public administration; other subject areas will be considered
• One (1) year of experience in public safety dispatching
• Certified Instructor in area of industry expertise or five (5) years experience of teaching courses with eight or more students
• Association of Public-Safety Communications Officials (APCO) and/or IAED certified instructor
• APCO Communications Training Officer (CTO) certification

Physical Requirements

Drug Free Workplace

Shift

Additional Information for Prospective Candidates

This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time with or without notice as required to fulfill the organization’s mission.

The Orleans Parish Communication District is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

The Orleans Parish Communications District provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Orleans Parish Communications District complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. The Orleans Parish Communications District expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of The Orleans Parish Communications District’s employees to perform their job duties may result in discipline up to and including discharge.

One City, One Agency, One Mission