10 9 1 1quality Assurance Best Practices Tips And

10 9 1 1quality assurance best practices tips and

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& eBook
10 9-1-1 Quality Assurance
Best Practices, Tips and
Tools for Success
contents 1
How to Overcome Resistance to Your QA Program
Selecting the Right Quality Assurance Evaluator
3 How Many and Which Calls to QA
4 Review the Whole Call, Not Just the Intake Piece
5 Setting up Forms and Scoring Calls
6 Accentuate the Positive
7 Add Screen Recordings to Enhance QA Reviews
8 Ensure Timely Reviews and Employee Notification
9 Calibrate Often for Consistency
10 Let Technology Do the Work for You
Nathan Lee This eBook, published by NICE and the Denise Amber Lee
Foundation, highlights ten best practices for 9-1-1 QA based on the
new standard, and also based on input from several notable experts,
including Patrick Botz, co-author of the book 'The High Performing
Sherrill Ornberg, ENP, RPL PSAP: Best Practices for NG9-1-1 Recording and Quality Assurance';
Eric Parry, ENP, who chaired the APCO/NENA Development
Standards Committee Quality Assurance Working Group; and Sherrill
Ornberg, ENP, RPL, who collaborated with other members of the
Eric Parry, ENP Working Group to create the new national standard and whose
primary contribution was the quality assurance review forms

Together, NICE and the Denise Amber Lee Foundation have
embarked on a nationwide ‘9-1-1 QA Every Day’ initiative to see every
Patrick Botz PSAP employing consistent Quality Assurance processes

April 2018 will mark the three year
anniversary since NENA and APCO
introduced the new standard for
Quality Assurance and Quality All of the training in the
Improvement (QA/QI) for PSAPs world is useless if the
(APCO/NENA ANS professional
The idea behind the initiative was to telecommunicator isn’t
“establish a long overdue quality
being continuously
assurance and improvement process
monitored and reinforced
for all of North America’s 9-1-1 PSAPs
and their telecommunicators to ensure
for proper procedures

call taking and radio dispatch actions – APCO NENA QA/QI ANSI
are delivered at the highest possible Standard Foreword
Tip 1
How to Overcome
Resistance to Your
QA Program
Tip 1 How to Overcome Resistance to Your QA Program
The key to overcoming fear and resistance to QA and monitoring is to
involve telecommunicators in the planning process from the get-go,
and elicit their input

 Explain the objectives of the program
 Clarify exactly how they’ll be monitored, what criteria they’ll be
measured on, how evaluations will be conducted, how the data will
be used, and why it matters to them
 Get them involved in QA form design

 Allow them to listen to their own calls and self-evaluate
 Phase the program in over a period of time, soliciting feedback
and making adjustments along the way
Tip 1 How to Overcome Resistance to Your QA Program
According to Ornberg, your QA program will also have better odds of
success if supervisors start out by selecting a couple of positive calls
for each telecommunicator, so they are less fearful as they acclimate
to the QA process

Employees must believe that the program will be conducted with
absolute objectivity and fairness, so make sure your PSAP uses the
same criteria to measure everyone, all the time, and calibrates
evaluators for consistency

Finally, consider using QA forms during the hiring and onboarding
process to help new employees better understand how they’ll be
measured and evaluated, and what knowledge, skills, and abilities are
necessary to be a successful telecommunicator

Tip 2
Selecting the Right
Quality Assurance
Evaluator (QAE)
Tip 2 Selecting the Right Quality Assurance Evaluator
The responsibility for reviewing telecommunicator work performance
and documenting compliance with your agency’s directives and standards
through evaluations ultimately falls on the Quality Assurance Evaluator or QAE

The person or people you select for this key role need to know your agency’s
policies and procedures inside and out, and be thoroughly dedicated to the
advancement of your agency. I think that’s probably the number one aspect of a
QAE. There can’t be friendship discounts. They need to exhibit a professional
attitude and be thorough, consistent and objective.”
– Sherrill Ornberg, ENP, RPL

Tip 3
How Many and
Which Calls to Monitor
Tip 3 How Many and Which Calls to Monitor
The standard recommends that PSAPs review a
minimum of 2 percent of all calls (including both
call-taking and dispatching components). Ornberg,
Parry and Botz all agree that random QA is the While all personnel should be
best approach. Don’t just pick out bad calls or zero evaluated weekly to ensure
in on specific telecommunicators. timely feedback, new hires
should be evaluated more
Everyone involved in handling calls should be

monitored, whether full time, temporary or
volunteer telecommunicators. - Patrick Botz
The standard also recommends that all low

frequency calls involving any high acuity or
catastrophic events be reviewed, in addition to any
other types of calls the agency deems important

Tip 4
Review the Whole
Call, Not Just the
Intake Piece

Get them involved in QA form design. 9-1-1 QA/QI program than that of Denise Amber Lee. On January 17, 2008, Denise was abducted from her home in North Port, Florida. In the hours …

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Hiring a quality assurance team allows you to save money and avoid taking on extra responsibilities in some areas. In particular, you can significantly save on the development budget and still access top-notch programming and QA experience. Is your software slightly buggy?

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