PSC - May/June 2017 Issue - 32

ADVANCES IN

QUALITY ASSURANCE AND
IMPROVEMENT SOFTWARE
By Kimberly Hera

PSC | apcointl.org

Q

32

uality assurance is not a one-size-fits-all approach - the
varying aspects and diverse environments of public safety
communication centers require dynamic products that can
meet each agency's specific needs. The demand for quality
assurance (QA) and quality improvement (QI) in these centers
has sparked competition among major software companies. This competition affords agencies an opportunity to explore a multitude of products
and platforms that can support their quality assurance needs. Software
companies are designing technology to make centers more efficient and
effective. They are designing products to improve PSAP performance and
overall productivity. They are designing products that can ultimately reduce
the agency's risk and liability.

For agencies just starting the transition
or that are new to QA/QI, this is an excellent option because it removes all the guesswork from the equation. These templates are
ready to go and mirror written standards.
When changes need to be made or if there is
something in particular the template did not
address, these predesigned forms may be customizable depending on the system. There is
typically the ability to edit, delete or add a certain type of performance category, rating scale
or question without having to create an entire
new form, meaning users can manipulate data
without reinventing the wheel.

Technological advances in QA/QI software assist immensely in facilitating ways
to monitor performance, identify areas of
performance issues, identify gaps in knowledge and provide training opportunities.
These products include standalone software
systems that integrate CAD, integrate the
recording system or both. There are programs that are tailored to work in unison
with enhanced products such as priority
dispatching systems. There are also quality
assurance programs that work right from the
recording software.
In selecting a program that works best
with the individual needs of an agency, there
are numerous things to consider, and many
vendors offer an array of options for effective
QA. One of the biggest challenges agencies
face when implementing QA is determining how performance should be measured
and what questions they should ask when
evaluating personnel. These standards of
performance must identify the agency's performance requirements and address specified

For agencies that need a more tailored
approach, some vendors offer fully customizable options that allow the user to design forms
specific to their center's need. These companies
have made it easy and created bulk standard
questions, performance categories and rating
scales that are ready to use. While preformatted
questions and templates are available, users also
have the ability to create customizable questions, categories and rating scales. These items
are fully configurable and are preloaded into
the system. Users can add or remove questions
easily and drop and drag questions throughout
the evaluation forms. Evaluation forms can
be quickly changed when standard operating
procedures change or when there is a need to
quickly address a specific incident.

objectives toward acceptable performance.
Software companies understand this problem
and have embraced the challenge, creating
versatile software systems encompassing
a variety of ways to create and complete
evaluations forms.
PREFORMATTED
EVALUATION FORMS

Many vendors offer predesigned templates for evaluation that meet the Quality
Assurance and Quality Improvement
Program standard as well as other national
and international call-handling standards.
These preformatted forms reflect the basic
questions that are suggested by various policy
and accreditation programs.

CUSTOMIZABLE
EVALUATION FORMS

Technological advances in QA/QI software assist
immensely in facilitating ways to monitor performance,
identify performance issues, identify gaps in
knowledge and provide training opportunities.


http://www.apcointl.org

Table of Contents for the Digital Edition of PSC - May/June 2017 Issue

President’s Channel
On Scene
Public Safety Communications Systems: The Future Is Smart
Evolution of the PSAP
E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
The Dos and Don’ts of Designing Your Communications Center on a Budget
When Germs Attack – Help Your PSAP Fight Back
How a Scheduling System Can Save Your Sanity
Advances in Quality Assurance and Improvement Software
9-1-1, Show Us Your Emergency
High Performance CPR & CDE Exam
Managing Peers in the PSAP & CDE Exam
Direct Channel With APCO
PSC - May/June 2017 Issue - Intro
PSC - May/June 2017 Issue - cover1
PSC - May/June 2017 Issue - cover2
PSC - May/June 2017 Issue - 3
PSC - May/June 2017 Issue - 4
PSC - May/June 2017 Issue - 5
PSC - May/June 2017 Issue - 6
PSC - May/June 2017 Issue - 7
PSC - May/June 2017 Issue - 8
PSC - May/June 2017 Issue - 9
PSC - May/June 2017 Issue - President’s Channel
PSC - May/June 2017 Issue - On Scene
PSC - May/June 2017 Issue - 12
PSC - May/June 2017 Issue - 13
PSC - May/June 2017 Issue - Public Safety Communications Systems: The Future Is Smart
PSC - May/June 2017 Issue - 15
PSC - May/June 2017 Issue - Evolution of the PSAP
PSC - May/June 2017 Issue - 17
PSC - May/June 2017 Issue - 18
PSC - May/June 2017 Issue - 19
PSC - May/June 2017 Issue - E-Comm: A Model for Consolidated Emergency Communications and Public Safety Support
PSC - May/June 2017 Issue - 21
PSC - May/June 2017 Issue - The Dos and Don’ts of Designing Your Communications Center on a Budget
PSC - May/June 2017 Issue - 23
PSC - May/June 2017 Issue - When Germs Attack – Help Your PSAP Fight Back
PSC - May/June 2017 Issue - 25
PSC - May/June 2017 Issue - 26
PSC - May/June 2017 Issue - 27
PSC - May/June 2017 Issue - 28
PSC - May/June 2017 Issue - 29
PSC - May/June 2017 Issue - How a Scheduling System Can Save Your Sanity
PSC - May/June 2017 Issue - 31
PSC - May/June 2017 Issue - Advances in Quality Assurance and Improvement Software
PSC - May/June 2017 Issue - 33
PSC - May/June 2017 Issue - 34
PSC - May/June 2017 Issue - 35
PSC - May/June 2017 Issue - 9-1-1, Show Us Your Emergency
PSC - May/June 2017 Issue - 37
PSC - May/June 2017 Issue - 38
PSC - May/June 2017 Issue - 39
PSC - May/June 2017 Issue - High Performance CPR & CDE Exam
PSC - May/June 2017 Issue - 41
PSC - May/June 2017 Issue - 42
PSC - May/June 2017 Issue - 43
PSC - May/June 2017 Issue - Managing Peers in the PSAP & CDE Exam
PSC - May/June 2017 Issue - 45
PSC - May/June 2017 Issue - 46
PSC - May/June 2017 Issue - 47
PSC - May/June 2017 Issue - 48
PSC - May/June 2017 Issue - 49
PSC - May/June 2017 Issue - Direct Channel With APCO
PSC - May/June 2017 Issue - cover3
PSC - May/June 2017 Issue - cover4
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