9-1-1 Quality Assurance and Performance Measurement Best Practices
All the training in the world is useless without standards to train to and metrics to measure against to drive continuous improvement. These ideas are the driving force behind the APCO/NENA standard for Quality Assurance/Improvement (QA/QI) and new standards currently under development. Whether your 9-1-1 center is still trying to get a QA program off the ground, or you simply feel you can do better, you won’t want to miss this session. We’ll share ten 9-1-1 QA and performance measurement best practices that align with the new standard and incorporate lessons learned from some of the highest performing PSAPs and experts.
- Attendee will understand how to design their program to align with the APCO/NENA QA/QI ANSI Standard
Attendee will learn best practices and tips to ensure an effective and efficient QA/QI program, including: how to overcome resistance to their QA program, selecting the right Quality Assurance Evaluator, how many and which calls to QA, calibrating for consistency, and more
Attendee will learn which performance measurement industry standards and metrics are most commonly used by PSAPs today
Analysis of the events on highway 13 in Montréal on March 14th 2017. The Urgences-sante point of view.
On the night of March 14th 2017, Montreal was hit by a large snow storm. Over three hundred people were stranded in their cars on highway 13 for 6 hours. The government report revealed that everything was in place to react to this situation but no one did. Urgences-sante was not mentioned in this report. However, one of our ambulances was stuck among the vehicles. Citizens were able to call the dispatch centre but we were unable to reach them. During this time, Urgences-sante assured its partners that everything was under control. How could we allow our procedures let us believe we had control of this situation, when this was clearly not the case? Beyond the individual performances of those present that night, this analysis must allow us to establish why the procedures and safeguard in place did not compensate for the lack of vision observed. Retrospective analysis was used. All data generated by the communications centre was analysed. It consisted of audio recordings, information collected by the various systems in place as well as the geographical information available with respect to the calls received and the ambulances on the road. This was followed by an interview with several of the personnel directly involved. This review allowed us to determine that the way we obtain information does not support adequate decision making by management and only partially favors the ability to anticipate the fluidity of a situation. With time, this reinforced certain bad management practices. Given this context, we found that during events where there is a lack of understand of what is happening, the lack of communication amongst the various organisation is an important risk factor. These observations will allow us to start integrating, within Urgences-sante, different corporative strategies to better align user safety with concept of corporate resilience.
- Managerial practice
Assuring Critical Communications for Public Safety: Supporting the Effort to Verify Indoor Network Performance
We will provide an overview of the NFPA and IFC requirements for assuring indoor coverage and radio network performance. This will include how the various jurisdictions are adopting and adapting these for their own use, as well as others interact with how these requirements are formulated. The challenges to putting these requirements in place and enforcing them are discussed. Finally, effective solutions to overcome these challenges will be covered. Optionally, we can include a live demonstration of how these solutions work. Case studies of successfully assuring performance are included.
- Understanding of the requirements for indoor network performance
Knowledge of the challenges for meeting these requirements
What to look for when selecting effective solutions