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Public Safety Quality Assurance Best Practices and Tools

Public Safety Communications March 25, 2014 APCO, Resources
Event Date: Thursday, May 8 at 1 p.m. Eastern/10 a.m. Pacific Register Today!
 

Description

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.
 

Speakers

Angela_Fine_smAngela Fine, CAD Administrator, Bell County 9-1-1 Communications Center, Texas
Raleigh-Wake_sm2Suni Wilkenshoff, Training & Compliance Coordinator, Raleigh-Wake Emergency Communications Center, North Carolina
Patrick_Botz_smPatrick 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.
 

Sponsors

VPI_Logo_200wVPI (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
Replay_Systems_Logo_200w

Replay Systems
Replay Systems is a premier reseller of VPI’s Next Generation 911 call recording, quality assurance, advanced voice and screen analytics, and workforce management solutions. In business since 1996, Replay has sold, installed, and supported thousands of voice and data recording systems across all types of contact center markets.

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