Voice Recording and Quality Assurance

What is the Purpose of Quality Assurance at your 911 Center?

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 providing quality of service. When Quality Assurance is properly implemented, the agency’s 911 service gets better at a very rapid rate.

Here are some factors to understand the purpose of Quality Assurance (QA) at your 911 Center.

1. Efficient Services of Telecommunicators

The focus of the Quality Assurance program should be ensuring the 911 system is working effectively based on the National Emergency Number Association’s (NENA’s) standard by facilitating emergency response, providing information in times of crisis, and management of duties necessary for public safety.

Having a QA program also ensures the standard measurement imposed for the enhancement process of all America’s 9-1-1 telecommunicators guarantees that all call-taking and radio dispatch actions are done at least or beyond the possible standard to ensure continued outstanding performance.

All the training is done for the telecommunicator is useless if they’re not going to be evaluated and reinforced with proper procedures.

2. Improvement of Telecommunicators’ Performance

911 Telecommunication Services is extremely critical in terms of the type of calls they are receiving so it is important to ensure the efficiency and effectiveness of all aspects of the 911 Center. That means continuous improvement is needed especially since there are a lot of factors that can affect the quality of services such as workload, alterations within the PSAP, dynamic technologies, and even customer expectations.

The Quality Assurance program aims to provide the best possible service to the community and also, to improve the Telecommunicators’ skills as their performances will be reviewed for them to learn from their mistakes so they can adjust their performances accordingly.

3. Fairness to Assessment of Performance

The role of Quality Assurance personnel is very important and their job is not about spying or micromanaging but providing information for a room for improvement not only for the telecommunicator but also for a better performance of the operator.

Assessment of all telecommunicators determines their performances. This helps in identifying areas for improvement and strategies which need to be implemented.

Also, having a transparent assessment builds trust and job satisfaction for the telecommunicators which could lead to a more excellent performance.

4. Opportunity for Feedback

Feedback is an integral part of an effective quality assurance program. It helps the telecommunicators to identify problems as they occur so that they may be corrected. It also helps the telecommunicator to identify the areas where improvement is required so that measures can be taken to improve quality in those areas.

5. QA Systems Provide the Right Data

The state agency will be able to review the trend if the set standard has been effective and how their telecommunicators are performing for the past few months.

QA contributes to the operational efficiency within a 911 center. It continuously monitors and evaluates the performance not only of the telecommunicator but the center itself as a whole.