Need for PSAP quality-assurance processes will rise with NG-911

The Fauquier County Sheriff’s Office in northern Virginia started its QA program about a year ago. Using a set of “business rules” that dictate automatically which calls will be reviewed, 10 calls are selected randomly each month for every call-taker. Each employee must score at least 70%, and mistakes like failing to confirm the caller’s phone number are an automatic fail. It takes about 10 to 15 minutes to evaluate most calls, said Joell Kight, training coordinator with Fauquier County.

“A big concern for us is providing customer service,” Kight said. “Everyone is our customer, including our responders.”

Kight said the process has motivated the call center’s small staff.

“They are very involved and interested in what comes back,” Kight said. “And, if something isn’t just right, they want to know why, and they’re looking to do better.”

In Bell County, Texas, three random calls are checked for each call-taker during a four-day period, said Angela Fine, CAD administrator for Bell County. Business rules also dictate which are reviewed, she said. A full-time QA evaluator reviews the calls. Additionally, dispatch radio recordings also are reviewed.

Both Fine and Kight participated in last week’s webinar, a replay of which can be heard here.

Botz also encourages managers to establish clear guidelines and involve their call-takers in the development of the process.

There are many ways to do this. Some PSAPs have used their QA process as a way to provide coaching without scoring by allowing staff to flag their own calls. Botz also said he’s heard of a PSAP creating a “PSAP Olympics” as a way to bring attention to the lighter moments.

It’s also important to praise exemplary calls, he said.