911 Review has never been an easy task so it should be taken seriously. Not all in-house personnel can do effective Quality Assurance (QA) as they also have different jobs and, in that case, the focus is not on QA…
Let us explain to you “What is the Purpose of Quality Assurance at your 911 Center?” Serving the community is not an easy job and is actually a big responsibility, so the National Emergency Number Association (NENA) wanted to ensure…
The benefits of cloud-based recording for 911 call centers are considerable. There is no doubt that the introduction of voice over IP into emergency services has revolutionized the way emergency calls are handled. The cloud offers greater resilience and scalability…
In 2015, after nearly half a century of evolution, the 911 Association (NENA: the National Emergency Number Association) introduced a groundbreaking standard for Quality Assurance and Quality Improvement. This long-awaited unified standard now serves as the bedrock of excellence for…
The QA evaluation forms will be used to track the number of 911 telephone-based calls between the citizens and 911 call centers. The form should be completed by each caller within 7 calendar days of their last contact. It is…
