Quality Assurance & Improvement
The APCO/NENA ANS 18.104.22.1685 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.
- 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.