The Call - Winter 2016 - 14

F E AT U R E

BEST
PRACTICES
TO IMPROVE YOUR
9-1-1 QUALITY
ASSURANCE PROGRAM

Linda Haelsen, NICE

Abstract
One year ago, NENA and APCO
introduced the new standard for Quality
Assurance and Quality Improvement
(QA/QI) for Public Safety Answering
Points (PSAPs) (APCO/NENA ANS
1.107.1.2015). This article focuses on the
continued improvement of QA for PSAPs
in North America and features the advice
of industry experts. Highlighted below
are ten best practices to help make your
PSAP's QA/QI program more effective
and efficient.

This past April marked the one‑year
anniversary since NENA and APCO
introduced the new standard for Quality
Assurance and Quality Improvement
(QA/QI) for PSAPs (APCO/NENA ANS
1.107.1.2015). The idea behind the
initiative was to "establish a long overdue
quality assurance and improvement
process for all of North America's 9‑1‑1
PSAPs and their telecommunicators to
ensure call taking and radio dispatch
actions are delivered at the highest
possible standard."

Keywords: Quality assurance, quality
improvement, PSAPs, call centers, 9‑1‑1,
telecommunicators

The foreword to the APCO/NENA
standard document aptly points out that
all of the training in the world is useless

14

| T H E C A L L | W I N T E R 2 017

without consistent standards, and
ongoing monitoring and reinforcement
to make sure proper procedures and
protocols are being followed.
This article 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 PSAP: Best Practices for
NG9-1-1 Recording and Quality Assurance;
Eric Parry, ENP, who chaired the NENA
Development Standards Committee
Quality Assurance Working Group;
and Sherrill Ornberg, ENP, RPL, who
collaborated with other members of



Table of Contents for the Digital Edition of The Call - Winter 2016

President’s Message
From the CEO
Failing to Plan is Planning to Fail: The Gatlinburg Fires
Government Affairs
10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
Tech Trends
NENA Helps Bring Disability Awareness Training to the Forefront
Operations
Educational and Operational Issues
Public Safety Product and Service Buyer’s Guide
Index to Advertisers/Advertisers.com
The Call - Winter 2016 - cover1
The Call - Winter 2016 - cover2
The Call - Winter 2016 - 3
The Call - Winter 2016 - 4
The Call - Winter 2016 - 5
The Call - Winter 2016 - 6
The Call - Winter 2016 - 7
The Call - Winter 2016 - President’s Message
The Call - Winter 2016 - From the CEO
The Call - Winter 2016 - Failing to Plan is Planning to Fail: The Gatlinburg Fires
The Call - Winter 2016 - 11
The Call - Winter 2016 - 12
The Call - Winter 2016 - Government Affairs
The Call - Winter 2016 - 10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
The Call - Winter 2016 - 15
The Call - Winter 2016 - 16
The Call - Winter 2016 - 17
The Call - Winter 2016 - 18
The Call - Winter 2016 - Tech Trends
The Call - Winter 2016 - NENA Helps Bring Disability Awareness Training to the Forefront
The Call - Winter 2016 - 21
The Call - Winter 2016 - 22
The Call - Winter 2016 - Operations
The Call - Winter 2016 - Educational and Operational Issues
The Call - Winter 2016 - 25
The Call - Winter 2016 - Public Safety Product and Service Buyer’s Guide
The Call - Winter 2016 - 27
The Call - Winter 2016 - 28
The Call - Winter 2016 - 29
The Call - Winter 2016 - 30
The Call - Winter 2016 - 31
The Call - Winter 2016 - 32
The Call - Winter 2016 - 33
The Call - Winter 2016 - Index to Advertisers/Advertisers.com
The Call - Winter 2016 - cover3
The Call - Winter 2016 - cover4
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