Quality Assurance and Improvement in the PSAP
This course provides an overview of what PSAPs should know when considering implementing a quality assurance process. It discusses the various recommended processes for conducting call review from how the call is answered and processed to how the call is dispatched. The three major disciplines (police, fire, and emergency medical call processing) are discussed in depth. The new APCO/NENA ANS 1.107.1.2015 Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points is also covered.
Course Length: 1 Hour
Meet your Instructor
Eric Parry
Expertise:
Chairman - NENA Education Advisory Board
Eric Parry was a sergeant for 23 years at Royal Canadian Mounted Police. He has worked as a Police Consultant, Emergency Response Specialist, Program Manager for the State of Utah 9-1-1 Program, and has also been the 9-1-1 Division Manager for the Utah Communications Authority. He is currently a member of APCO Canada, as well as a member and Chair of the Education Advisory Board for NENA, National Emergency Number Association.