Public Safety Quality Assurance Best Practices and Tools
| Event Date: Thursday, May 8 at 1 p.m. Eastern/10 a.m. Pacific Register Today! | |
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Description |
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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. QA works best when delivered in a score-based, proactive, supportive and educational form that is well understood by all participants.
Bell County 9-1-1, Texas and Raleigh Police Dept., North Carolina will share best practices on how to:
• Implement a more effective QA program by automating the selection of priority calls for review – eliminating the need to hunt and peck for recorded calls to QA
• Design objective QA evaluation forms for evaluating critical call and incident types.
• Deliver timely feedback and Coaching to telecommunicators to significantly improve employee quality scores and morale.
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Speakers |
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 Angela Fine, CAD Administrator, Bell County 9-1-1 Communications Center, Texas |
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 Suni Wilkenshoff, Training & Compliance Coordinator, Raleigh-Wake Emergency Communications Center, North Carolina |
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 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 co-author of the book ‘High Performing PSAP: NG9-1-1 Recording and Quality Assurance Best Practices.’ Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University. |
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Sponsors |
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 VPI (Voice Print International)Founded in 1994, VPI is the world’s leading provider of mission-critical communications recording, speech analytics and quality assurance systems. VPI EMPOWER 911, VPI’s intuitive Web-based software, is Next Generation 9-1-1 ready, supports digital, IP and P25 recording, and is fully open standards for hardware platform flexibility and ease of integrations. For more information, visit http://www.VPI-corp.com/Public-Safety |
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Replay Systems |
