Quality Assurance is a process by which we measure dispatcher and call taker performance against expected standards, agency policies, and public expections to determine the quality of service being delivered to pur partner agencies and the public we serve.

 

By using Quality Assurance process, we strive to identify our center’s strengths and weaknesses, as well as the insight to support those strengths, confront the challenges and motivate our staff. We evaluate our operations against national standards, to remedy shortcomings and to enhance the standard of care provided. 

 

Quality Assurance educates management on areas for development and improvement that result in a more responsive 911 operation – one that demonstrates both flexibility to change as requirements change and adherence to operational principles that greatly reduce risk and potential for error. With QA, supervisors can make recommendations for change and establish standards of excellence on the communications floor.