PPT - Arizona APCO / NENA

Report
NEXT GEN QUALITY
ASSURANCE FOR PSAP
John Wynia
May 7, 2014
Overview of Quality
Assurance
Current QA Methods
Next Gen QA Solution
Q&A
WHY QA
Purpose of QA
 Promote service excellence
 Adherence to standards,
procedures and policies
 Consistent performance and
level of service
In the QA process we want to evaluate the operator’s strength
as well as identify areas for improvement
Standards and Accreditation Authority’s
 CALEA Public Safety Communications Accreditation Program
 APCO Project 33 Training Program Certification
 IAED – International Academies of Emergency Dispatch
 NENA’s Recommended QA/QI Standards (to be released)
 Main Requirements/Recommendations Common to all:

Establish fair and consistent evaluation program

Evaluate both call taking and dispatch processes

Document the QA evaluations

Enable the operator to provide feedback on their evaluations

Generate reporting on evaluations
Upcoming NENA/APCO Standards for QA/QI
 Developed by NENA Development
Standards Committee Quality
Assurance Working Group
 Created to assist with the
establishment, implementation and
maintenance of a QA/QI program
 Defines R&R of the Agency and the
Evaluator
 To be approved by APCO
Standards Development Committee
and released within few weeks
What to QA
 Adherence to protocols and
standard operating procedures
 Overall performance of each
operator
 Customer service (Positive
attitude
 Effective use of resources (Caller
details verified? Entered into
CAD properly)
 Quality of operation as a whole
Attributes of an Effective QA Program
 Seamless/Non-intrusive – should not impact operators behavior
 Random/Fair – not picking specific bad / good calls
 On-going – not one time but part of standard process
 Consistent – eval form, etc
 Comprehensive
 Documented
 Automated
METHODS OF QA
Methods of QA Programs
 Manual
 Semi automated
 Automated
 Next Gen QA
Manual QA Process
 Word/Excel-based evaluation forms
 Search and replay call
COMMUNICATIONS CENTER
"911" Quality Assurance Audit
Audit
Date:
Score % Rating
Dispatcher Name:
Reviewed By:
Event
Date:
Event #
Event
Time:
Location of Event:
 Advantages:



Easy to learn
Low investment
Doesn’t require additional application
 Disadvantages:



Cumbersome process
Hard to follow consistent and fair selection
Highly time consuming reporting
QA COMPETENCIES
#1 Proper Greeting:
N/A
YES
NO
0-2
2
#2 Correct Location Asked/Entered :
N/A
YES
NO
0-10
10
#3 Location Verbally Verified:
N/A
YES
NO
0-10
10
#4 Telephone Number Verified:
N/A
YES
NO
0-5
5
#5 Address/Name of RP Verified:
N/A
YES
NO
0-2
2
YES
NO
0-10
10
#6 Call Classification
SHOO
#7 Used Language Line (If nec)
N/A
YES
NO
0-2
2
#8 Customer Service:
N/A
YES
NO
0-5
5
#9 Positive Attitude towards Caller:
N/A
YES
NO
0-5
5
#10 Victim Information Requested:
N/A
YES
NO
0-2
2
#11 Medical Needed / Fire added
N/A
YES
NO
0-3
3
#12 Drugs or Alcohol Involved:
N/A
YES
NO
0-5
5
#13 Weapons Involved (In Resd):
N/A
YES
NO
0-5
5
#14 Suspect Information / Entered:
N/A
YES
NO
0-5
5
#15 Vehicle Information:
N/A
YES
NO
0-2
2
#16 Direction of Travel:
N/A
YES
NO
0-2
2
#17 Kept RP on line if Appropriate:
N/A
YES
NO
0-5
5
#18 Appropriate CAD Updates:
N/A
YES
NO
0-10
10
#19 Ascertained RP Contact:
N/A
YES
NO
0-3
3
#20 Completed in Appropriate Time:
N/A
YES
NO
0-5
5
#21 Proper Closing Remarks:
N/A
YES
NO
0-2
2
0-100pts
Available
100
Overall Rating:
Scores Of:
Comments:
U
N
S
E
0-64
65-79
80-94
95-100
Semi Automated
 Automated form based but not necessarily tied to audio recording
 Doesn’t include screen and other media
 Provided by non-logging vendors
 Advantages:

Procedure specific, e.g. medical dispatch

Built for accreditation – e.g. IAED, Total Response
 Disadvantages:

The user has to deal with two applications: reply and evaluation

Manual selection of calls – could be perceived as inconsistent and unfair

Limited to call-taker (phone only) evaluation
Automated
 Based/built for Commercial Call Center
 Limited to single call – call-taker phone interaction
 Partial compliance with QA accreditations/standards
 Screen recording is optional, limited to single screen
 Advantages:

Allows random selection of calls

Complete evaluation while listening to the call and watching screen activity

Includes reporting capability
 Disadvantages:

Not comprehensive – no way to look at the entire incident handling process

No way to include multimedia incident data
NEXT GEN QA
SOLUTION
Next Gen QA
 Designed bottom up for
Public Safety environments
 Compliance with CALEA,
APCO P33 and the
upcoming NENA Standards
 Tied to the incident
communication capture
system: phone, radio, text,
screen, video, GIS, etc.
Next Gen QA Requirements
 Call selection

Manual – important for high attention calls

Truly random

Flexible – minimum number of calls per incident type, user, etc.
 Complete incident capture and review

Capture and synch all incident related voice recordings: phone and radio

Capture and synch operator’s screen

Assess operator’s quality of incident handling involving all forms of incoming data
 Targeted coaching and training

Easily pin point knowledge gaps, e.g.: text interaction, reference to GIS data, etc.

Provide needs-based coaching and training to groups or specific operators

Ensure operator on track acquiring new skills and adhering to evolving procedures
Next Gen QA Requirements - Screen Recording
 Capture all screens of operator’s
workstation
Operator’s Workstation
 Compliments entire
incident evaluation
 What action did the operator take
on CAD / CPE / other?
Replay Workstation
Next Gen QA Requirements - Reporting
 Activity reporting – insight into
the volume of phone and radio
traffic to help support decisions
on staffing
 QA reporting - quality
performance and trending each
individual staff member
 Measure performance against
KPIs to maintain QA and
Training accreditations
Workflow that Involves All Users
 Supervisors and Training
Managers:

Reconstruct and evaluate

Identify knowledge gap

Provide proper training
Call / Incident
Evaluation
 Operator:

‘how am I doing?’

Review evaluations

Feedback and sign-off
 PSAP Managers:

Periodic reports to gauge overall
team’s and center’s performance

Take improvement measures
Management
Reports
Operator
Review
EXAMPLE OF A
NEXT GEN QA
APPLICATION
20
Automatic Selection of Calls for QA
Evaluation of Incident as a Whole
Fill evaluation
while listening
Phone call
and related
dispatch radio
Multimedia Incident Evaluation
Operator’s Feedback
Flexible Evaluation Form Design
Reporting Capability
The Value of Next Gen QA Program
 Reduced turnover
 Empowered call taker/dispatcher
 Increased Professionalism
 Adherence to existing and evolving protocols (e.g. Text-to-911)
 Effectively and efficiently run PSAP
Thank
You

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