Alexandria, Va. – The Association of Public-Safety Communications Officials (APCO) International received final approval from the American National Standards Institute (ANSI) on April 2, 2015 for an American National Standard (ANS) that identifies Standards for the Establishment of a Quality Assurance and Quality Improvement Program.

APCO/NENA ANS 1.107.1-2015 was developed in conjunction with the National Emergency Number Association (NENA) Quality Assurance Workgroup, with assistance of the APCO Communications Center Standards Committee.

The purpose of this document is to assist public safety communications centers with the establishment, implementation and maintenance of a quality assurance and quality improvement program.  Recommended minimum requirements for the evaluation and quality assurance of call processing are offered to ensure a consistent, effective, and efficient level of service.

APCO President John Wright said, “Quality Assurance plays a critical role in ensuring emergency calls for service are handled appropriately,”

This standard defines the recommended minimum components of a Quality Assurance/Quality Improvement (QA/QI) program within a public safety communications center. It recommends effective procedures for implementing the components of the QA/QI program to evaluate the performance of public safety communications personnel.

This standard may be downloaded at https://www.apcointl.org/standards/apco-standards-for-download.html

For questions regarding APCO Standards, please email [email protected].

APCO International® (www.apcointl.org)
APCO International is the world’s oldest and largest organization of public safety communications professionals and supports the largest U.S. membership base of any public safety association. It serves the needs of public safety communications practitioners worldwide – and the welfare of the general public as a whole.