NENA Development Conference | October 2014 | Orlando, Florida Quest for Quality Ronald Bonneau, ENP National Emergency Number Association

NENA Development Conference | October 2014 | Orlando, Florida “He that won’t be counseled can’t be helped.” Benjamin Franklin

NENA Development Conference | October 2014 | Orlando, Florida Are You Psychic, Telepathic? If the answer is no, then the only mechanism that management has to be cognizant of the quality, or lack thereof, within their workforce is to regularly and routinely conduct quality assurance reviews! QA is the Third Piece of the Puzzle

NENA Development Conference | October 2014 | Orlando, Florida Objectives of a QA Program  Accountability  Determine areas of concern  Mentoring  Motivate improvements  Regular feedback helps retention  Document, Document, Document  “The more is less” principle doesn’t work!

NENA Development Conference | October 2014 | Orlando, Florida Position and Discipline Monitoring Consistently administered and randomly selected review of recordings – 360 Degree Approach of End to End Process  Call Taking and Dispatching for Police Incidents  Call Taking and Dispatching for Fire Incidents  Call Taking and Dispatching for EMS Incidents

NENA Development Conference | October 2014 | Orlando, Florida Quality Assurance Categories Call Taking  Interview Questions - WWWWW  CAD Entry Skills  Telephone Protocol Skills  Supervisor’s Overview

NENA Development Conference | October 2014 | Orlando, Florida 7 Quality Assurance Categories Dispatching  Assignment of Call – Prioritization, Type  Summarization  Information Flow  Radio Protocol Skills  Supervisor’s Overview

NENA Development Conference | October 2014 | Orlando, Florida Selection of Evaluators – Critical Component to Process  Supervisory personnel who are well versed in your agency’s protocols as well as your policies and procedures and a willingness to set a positive example.  Management staff who are dedicated to the betterment of your agency and a desire to be truthful, honest, fair and ethical.  It is not advisable to have line level staff members evaluating their peers.  Minimize Rating Bias

NENA Development Conference | October 2014 | Orlando, Florida Supervisors’ Responsibilities  Each supervisor is responsible for doing a minimum of two quality assurance reviews per week for each staff member assigned to their shift.  If this is followed, at the end of a 12 month period, a minimum of 104 quality assurance reviews will become a quantifiable basis for an objective and factual performance evaluation.

NENA Development Conference | October 2014 | Orlando, Florida Senior Management’s Responsibilities – Evaluating the Evaluators!  Monthly calibration of all evaluators is paramount to success by ensuring that the graders are on the “same page”.  Random checks of individual evaluator’s reviews for compliance with agency’s mission statement.  Clarifying high and low range scores is important  Identifiable issues provided to CTOs for targeted training.  Senior management staff members perform additional reviews for unusual or critical incidents, as well as all complaint based inquiries.

NENA Development Conference | October 2014 | Orlando, Florida “Evaluate what you want - because what gets measured, gets produced!” James Belasco

NENA Development Conference | October 2014 | Orlando, Florida RECOMMENDED STANDARD FOR THE ESTABLISHMENT OF A QUALITY ASSURANCE PROGRAM FOR PUBLIC SAFETY ANSWERING POINTS Version 5, June 2014

NENA Development Conference | October 2014 | Orlando, Florida COLLABORATIVE EFFORT  Denise Amber Lee Foundation  APCO  NENA  IAED  POWERPHONE  PSAP LEADERS

NENA Development Conference | October 2014 | Orlando, Florida QA Standards Working Group  Eric Parry, ENP, Chair - NENA Education Advisory Board  Carol Adams, RPL - Stafford County Sheriff’s Office, Virginia  Ron Bonneau, ENP – Kent County Dispatch Authority, Grand Rapids, Michigan  Angela Bowen - APCO International  John Ferraro, ENP - West Suburban Consolidated Dispatch Center, River Forest, IL  Rick Erickson, ENP - The Woodlands Fire Department / Montgomery County Fire Communications  Brent Finster - Cayman Islands Government Department of Public Safety Communications  Jerry Turk - PowerPhone, Inc.  Mark Lee - Denise Amber Lee Foundation  Steve Leese - APCO International  Crystal McDuffie, RPL, ENP - APCO International  Sherrill Ornberg, ENP, RPL - Denise Amber Lee Foundation  Carlynn Page - International Academies of Emergency Dispatch  Ty Wooten - NENA  Keith Simpkins - Department of Emergency Services, Chester County, PA  Kevin Willett - PSTC - Public Safety Training Consultants  Lindsay Yeager - Department of Emergency Services, Chester County, PA

NENA Development Conference | October 2014 | Orlando, Florida OVERVIEW  Starting Point for Any Size PSAP  No-Cost  Voluntary – Not Mandatory  Easy ( and Not Easy ) to Implement  Complete System for all Disciplines  Self Scoring Spreadsheets (EMS, Fire, Law)  Vendor/Product neutral  Due for Publishing 4 th Q 2014

NENA Development Conference | October 2014 | Orlando, Florida SECTIONS  Introduction  Scope  Purpose  Definitions  Agency Responsibilities  Duties and Responsibilities of the Quality Assurance Evaluator (QAE)

NENA Development Conference | October 2014 | Orlando, Florida 17 SECTIONS (cont’d)  Required Components of a QA/QI Program  Written Directives  Case Review Criteria  Mentoring  Monitoring

NENA Development Conference | October 2014 | Orlando, Florida SECTIONS (cont’d)  Review Process Requirements  Call Selection Criteria  Minimum of 2% Random  Define Exceptions – Mitigating Circumstance such as loss of life, use of deadly force, exceptions are QA.  Timeliness - Recent  Review  Documentation  Reporting 18

NENA Development Conference | October 2014 | Orlando, Florida 19 SECTIONS (cont’d)  Review Process Requirements (cont’d)  Acknowledging Great Work  Recommendations for Improvement (QI)  Feed Back Criteria  Action Plans (as required)

NENA Development Conference | October 2014 | Orlando, Florida Supporting Addendums  Customizing the Case Evaluation Templates  Sample Case Evaluation Templates (Excel) will be on the NENA website – Auto Calculate  Quality Assurance Sample Guidelines for EMS, Fire, Police Events from End to End  QA Process Overview  QA Process Flow Chart – Pictorial of QA process

NENA Development Conference | October 2014 | Orlando, Florida Calltaker's name - XXXXCAD/RD Number - 201X-XXXX Evaluator's Name - QAE XXXXDate & Time of Call - 05/01/1X 23:45:15 Nature of Call - Disturbance - Bar FightAddress of Call Main Street, Any town Call Taking for Police Incident Interview QuestionsPointsYesRefusedNoNA Verified address of occurrence?200 Caller’s telephone number verified?30 0 Asked about time of occurrence?30 Asked about weapons?80 Asked about alcohol and drug use? NA Asked if it is physical or verbal abuse?20 Questioned about the need for an ambulance?15 0 Questioned about direction of travel? NA Questioned about number of subject(s)/offender(s) involved?20 Questioned about description of subject(s)/offender(s)?20 Questioned about offender's location?25 0 Questioned about description of vehicle? NA Asked if the caller wants to see the officer? NA Asked other incident specific questions?20 0 Caller’s name obtained?10 0 Caller’s address obtained? %

NENA Development Conference | October 2014 | Orlando, Florida

Questions?

NENA Development Conference | October 2014 | Orlando, Florida Ronald Bonneau, ENP National Emergency Number Association