What does your agency do for quality assurance? What statistics and goals do you set? Are they voluntary, or required by law?
Second Assistant Chief
Portland Hook & Ladder Co. #1
Portland , PA
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Thread: Comm Center QA
05-19-1999, 01:34 PM #1jsteeleFirehouse.com Guest
Comm Center QA
05-19-1999, 03:57 PM #2BarryFureyFirehouse.com Guest
We use several tools including random tape review and quality circles which involve field personnel and dispatchers. We set a voluntary standard of all telephone calls being answered at 3 rings or less 95% of the time. All complaints are investigated and placed into a computerized file that allows us to identify recurring issues or recurring employess. Any patterns found allow us to refocus our training. Good training is, after all, the ultimate assurance of quality.
06-24-1999, 05:36 AM #3HOUSE OF BLUESFirehouse.com Guest
SINCE YOU ARE IN THE STATE OF PA ARE YOU AWARE OF THE NEW CRITERIA THAT THE STATE WILL BE IMPLEMENTING FOR 911 CENTERS?
IF YOU ARE NOT QA WILL BE PART OF IT. AT OUR CENTER WHICH IS IN CAMBRIA COUNTY WE ARE REQUIRED TO HAVE QA ON A CERTIAN AMOUNT OF 911 CALLS FOR EACH DISPATCHER THIS MUST BE DOCUMENTED AND ON FILE ALSO IT MUST BE SENT TO PEMA.
IF YOU ARE NOT FAMILIAR THE STATE OF PENNSYLVANIA WILL BE IMPLEMENTING FOR THE YEAR 2000 THAT ANY DISPATCHER THAT WORKS FIRE, EMS, POLICE, CALL TAKING, OR SUPERVISOR WILL BE REQUIRED TO TAKE AND PASS A TEST FOR EACH OF THESE MODULES, THIS WILL BE A 100 PT TEST WITH 50 QUESTIONS COMING FROM THE STATE AND THE OTHER 50 QUESTIONS FROM YOUR CENTER - THE CERTIFICATION WILL BE GOOD FOR THREE YEARS ON EACH MODULE - ALSO YOU WILL BE REQUIRED TO HAVE A CERTAIN NUMBER OF EMA HOURS AND YOUR CENTER WILL HAVE TO DOCUMENT 120 HOURS OF QA EACH YEAR FOR ALL THE DISPATCHERS. IN THE PAST IT WAS RULED THAT ANYONE WITH A HIGH SCHOOL DEGREE COULD DO THIS JOB - I WONDER WHAT THEY ( THE COURTS) THINK ABOUT THIS NOW?!?!?
ANY QUESTIONS EMAIL ME THANKS
07-14-1999, 05:49 PM #4wisedonFirehouse.com Guest
Currently, the State of California has no standard. That is about to change. Standards and Guidelines are currently before the State Fire Marshals Office waiting approval and pending on training issues.
These guidelines will force agencies and dispatchers to come up to minimum standards and have everyone "on the same page". Training modules have already been developed and are waiting approval. Once this is in place QA will be the norm instead of the exception.
We currently dispatch for 6 cities, soon to be 8 cities by 9/1/99, in the Los Angeles County area. Our current "internal" procedure is to do random tape review of at least 8-10 calls per person per month with formal review by paramedics and a local EMSA representative.
It is an effective tool in requiring Customer Service skills by Dispatch Personnel, as well as adapting to the current expectation or "Standard of Care" by the general public in receiving EMD. Good Luck!
Fire Communications Supervisor
Glendale Fire Department
Verdugo Fire Communications
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