Improving Your 911 Quality Assurance Program

Written by KOVA Corp

When it comes to emergency situations, there’s no substitute for a highly efficient 911 program. Best practices in 911 quality assurance include reviewing prior performance, keeping operators informed of how they are being monitored, including transparent assessment criteria, and ensuring the latest in data analytics technology is used for the most accurate results.

There are a number of things you can do to ensure that your 911 calls are being conducted at the highest standard, but in order to do this, you need to be sure your quality-assurance program is looking at the right data. Here are a few things you can do to improve your 911 quality assurance program.

Look at the whole call.

While call intake is important, it’s also important that the entire call is monitored to see how the operator handles the call while callers are waiting for help to arrive, as well as ending the call at the appropriate time. The whole call is important.

Review the most relevant data.

In order to improve quality assurance, you first need to determine what aspects of your program you want to improve so you can monitor the right data. It doesn’t make sense to monitor something that doesn’t have any bearing on your quality-assurance program. That’s just a waste of time.

Involve call operators in the process.

Employee cooperation is key when it comes to a quality-assurance program. Informing staff as to how the quality-assurance process works is of utmost importance. Well-informed staff are happy staff and more likely to cooperate to bring about improvements.

Make the review process timely.

Your quality-assurance program should aim to review and analyze data as quickly as possible so changes can be made and monitored in a timely manner. It’s more difficult for staff to remember a call they took two weeks ago than a call they had two days ago. Timely reviews will help your staff implement changes as quickly as possible.

Let technology do the work for you.

There are a number of software programs that can help you with your 911 quality assurance program. Carefully research which one will help you the most. A great quality assurance software solution will take a lot of guesswork out of the review process.

911 dispatching is much different today than it once was. Not only has the on-the-job technology changed, but so has the technology used to evaluated the process. You’ll want to look for a program that produces results that are easy to interpret so you’ll know exactly where you need to make changes. From performance management to data analytics, KOVA Corp has the quality-assurance solution you’re looking for.

We are all about communication and quality assurance at KOVA Corp. Our public safety software solutions enable 911 call centers to function more efficiently by monitoring calls and analyzing data to determine where improvements are needed. To learn more about how KOVA Corp can help you improve your 911 quality assurance program, contact us today.

Is Your Organization Ready to Optimize their Public Safety Systems?