PSC - May/June 2017 Issue - 34

form, these features record the actual screen and keystrokes of the
dispatcher. This allows the evaluator to play back the call and to see
exactly what information the call taker or dispatcher enters on their
screen. It also allows the evaluator to determine if the correct commands were entered into the system and if the appropriate apparatus
was sent.
This provides a distinct opportunity to uncover performance issues,
such as problems pertaining to correct address entry or knowledge of
nature codes, and is an excellent tool to use when investigating complaints. For example, if a call taker is struggling with entering calls in
a timely manner, the evaluator will be able to look at the keystrokes
and view the entire call taking process.

TRAINING

When reviewing performance and identifying performance
improvements in a specific area, some QA software allows evaluators to send training materials or articles to address specific performance issues. The training is sent through the evaluation system and
requires the call taker to review the training material as part of their
evaluation and quality improvement requirements. The training can
apply to different performance areas that the evaluator or supervisor
determines. This is an excellent tool for tracking corrective training
actions for individual performance as well as for identifying communication center patterns that may require large-scale training.
EXTERNAL EVALUATORS

REPORTING

Another exciting advance pertains to improved reporting options.
Prior to this, many reports were vague, canned reports, somewhat
simplistic with set data parameters. Now, reporting has become much
more precise and user friendly. These reports can provide agency
administrators with immediate information regarding specific data.
Managers can access reports on team performance or on individual
performance. These performance figures then may be measures against
agency performance requirements. This information provides administrators an avenue to view each area of proficiency and determine if
individuals are struggling in a precise area. Also, results gauge group
performance and identify areas of improvement for the entire center.
The reports are great resources to substantiate changes in personnel,
shift staffing requirements, employee performance improvement plans,
training requirements, disciplinary actions and cause for terminations.

Quality assurance evaluations are not limited to the agency. There
are consulting firms and companies that will complete the evaluations for you externally. When choosing this option it is imperative
to have a company that understands emergency communications,
not just a customer service platform. The company and all of their
personnel should meet all Criminal Justice Information Services
(CJIS) requirements and have all federally required agreements in
place with the respective state and local agency. Depending on the size
of the organization, this may or may not be a cost-effective option.
CHOOSING SOFTWARE

When choosing a QA/QI program, it is important to select software that addresses the specific needs of your organization and
that will be a catalyst to accomplish your agency-specific goals. The
selection of a program or vendor should be based on several factors, including initial cost, maintenance fees, licensing fees and any
required special equipment. It is also imperative to pay attention to
the costs associated with programs that require special certification,
recertification or training, which can increase the cost substantially.
Ease of use and the time it takes to complete a QA review should be
comparative to the cost of personnel. Ultimately, a quality assurance program is only valuable when it is going to be implemented
and used properly.

*

Kimberly Hera is a Communications Manager at League City Police
Department, where she has devoted the last 19 years to improving
processes in the field of public safety dispatching. She has extensive
experience in finding areas of improvement and creating new methods
and has carried her communications center forward through times of
change and continuous growth.

Public Safety's Trusted Advisor
PSC | apcointl.org

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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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