Quality Assurance & Improvement

Quality Assurace & Improvement - Public Safety

The APCO/NENA ANS 1.107.1.2015 Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points was created by APCO International and NENA to be a unifying resource for providing Quality Assurance and effective feedback for telecommunicators.

Designed specifically for PSAPs, the standard:

  • "Defines the recommended minimum components of a Quality Assurance/Quality Improvement (QA/QI) program within a Public Safety Communications Center."
  • "Recommends effective procedures for implementing the components of the QA/QI program to evaluate the performance of Public Safety communications personnel."

The document helps "ensure a high standard of performance is delivered each and every time" a telecommunicator interacts with emergency communications, either as a call taker or as a dispatcher.

This standard:

  • Lays out clear and actionable guidance for improving call-taker and dispatch quality
  • Relies on the ability to listen to and review audio data
  • Received approval as A National Standard (ANSI) as of April 2015
  • Is available at no cost and is completely voluntary
  • Provides a fantastic QA/QI starting point for any size agency
  • Is easy to implement
  • Is system, vendor, and product agnostic
  • Can work with any Voice Recording platform

"This standard is an attempt to establish a long overdue quality assurance and improvement process to all of America's 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard."

Review the full Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points here.