View the archive of this webcast today!
It is crucial to monitor the quality of emergency communications to reduce problems, limit liability and improve performance. The goal with Quality Assurance (QA/QI) is to objectively evaluate telecommunicator call processing and the ability to navigate through CAD and mapping systems.
The QA process should not be perceived as punitive nor stifling — the goal is to reinforce positive performance, while correcting any deficiencies. Call takers and dispatchers have an innate desire to do a good job, and efforts should be taken to not destroy that internal motivation. QA works best when delivered in a score-based, proactive, supportive and educational form that is well understood by all participants.
Learn how to:
- Implement an effective QA program that combines the automated selection of priority calls for review, in addition to randomly selected calls to provide a well-rounded assessment of the performance of each telecommunicator.
- Design objective QA evaluation forms for evaluating critical call and incident types.
- Deliver feedback to telecommunicators with the right timing and perspective to dramatically improve quality scores.
- Integrate personalized, automated E-learning and Coaching for the extended, individualized support of each employee.
Speakers
Lori VanGilder, Manager of Quality Assurance Services at Replay Systems, APCO Institute Adjunct Instructor and prior Communications Supervisor in Florida
Lori VanGilder is with Replay Systems as the manager of Quality Assurance Services with ReplayQA. Lori has been actively engaged in the public safety industry since 1986. Lori spent most of her career at the City of Lake Mary, FL, Police Department progressing from base level E-9-1-1 Operator to managing 3 divisions including E-9-1-1 Communications, Records and Property and Evidence. During her tenure with Lake Mary Police Department, Lori became active with the Florida Chapter of APCO, and served in positions such as Training Committee Chair person, Board Officer and was President of the State Chapter 2007-2008. Lori started instructing with the APCO Training Institute in 1999. Lori has also performed as an Instructional Designer for APCO Institute, along with authoring numerous periodical articles on public safety communications topics. Lori holds a Bachelor’s degree in Adult Vocational Education and Industry Training.
Patrick Botz, Director of Workforce Optimization at VPI
As the director of workforce optimization at VPI, Patrick Botz is responsible for working with hundreds of public safety organizations throughout the world to help them affordably capture and analyze their mission-critical communications, and optimize their workforce quality and performance. He is an active APCO and NENA member, an acclaimed industry speaker, and his work has been published in several public safety industry periodicals including APCO Public Safety Communications, Mission-Critical Communications, 9-1-1 Magazine and Emergency Number Professional. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.
Sponsored by
Founded in 1994, VPI (Voice Print International) is the world’s leading provider of public safety recording and quality assurance systems. VPI EMPOWER 911, a powerful Web-based software suite, integrates NG9-1-1 ready call and radio recording, CAD screen capture, multimedia incident recreation, instant recall, quality assurance and E-learning to help you improve workforce performance and emergency response times.
Register for this webcast today!
