Quality Assurance (QA) for Public Safety
QUALITY ASSURANCE SOLUTIONS FOR EVERY NEED
Call-taking and dispatch centers are under increasingly heavy demands. These stressors arise from staffing challenges, pressures to cut costs, pressure to increase transparency, and ever-evolving technologies and processes. More than ever, Quality Assurance (QA) and Quality Improvement (QI) initiatives are essential. Done right, they can relieve some of the burden and free up organizations to focus on their mission.
Let Our Expertise Work For You
We assess any existing QA efforts and employee feedback procedures
We set up the overall program: scoresheets, reports & documentation
We define and write training processes
Your evaluators receive training on best practices and procedures
We monitor your program short-term to make sure it’s meeting your goals
Choose Your Own Tools
Use Exacom’s QA software or a different platform for evaluations
If you choose to use Exacom’s QA software, training on that is provided
You do NOT need to be using an Exacom recorder!
Let Us Come Alongside You
Our independent evaluators join your QA team and work in conjunction with your current staff
You train our evaluators on your existing QA methods, software and processes
Your existing procedures remain intact and unchanged
Independent evaluators work with you to perform evaluations and run regular reports
Monthly reports are sent to you
Choose Your Own Tools
Use any QA platform for evaluations!
We recommended Exacom’s QA software, but it’s not required.
You do NOT need to be using an Exacom recorder!
Managed End-to-End QA Solution
We assess any existing QA efforts and employee feedback procedures
We work with you to outline goals and design your new/revised QA program
We set up program materials, including scoresheets, reports & documentation
We create policies, training procedures & documentation
Independent evaluators perform regular assessments, based on your goals, and send you regular reports and recaps
QA Done Right
Our evaluators have hands-on Public Safety experience (most are former call-taker or dispatchers)
Each of our evaluators undergo regular training
We enlist third-party, independent evaluators to help eliminate reviewer bias
All programs and training adhere to APCO/NENA standards
Outsourcing QA allows you to ensure your evaluation and feedback remain a priority
Tangible QA/QI Benefits
For Management
Ensures Adherence to Standards, Procedures & Policies
Identifies Areas to Change Or Improve
Improves Staff Retention & Morale
Establishes Consistent Employee Evaluation & Feedback
Promotes Service Excellence
For Call-Takers & Dispatchers
They Get Feedback On Ways To Improve Their Performance
Stress Levels Drop Through Consistent & Transparent Communication
QA Helps Management Understand Their Daily Challenges & Implement Solutions