Denise Amber Lee Foundation Partners with VPI on PSAP Quality Assurance
Wednesday, September 16, 2015 | Comments

The Denise Amber Lee Foundation, a nonprofit focused on improvements to 9-1-1 center procedures and quality assurance (QA), and VPI, a provider of emergency communications recording and QA systems, announced a partnership. The two organizations will unite their expertise in 9-1-1 QA to help educate public-safety agencies and the public on how to consistently and effectively review 9-1-1 QA so that no more lives are lost because of human error on the part of 9-1-1 telecommunicators.

The duties and responsibilities of those who serve communities by processing emergency calls from the public have grown exponentially over recent years. Public-safety answering points (PSAPs) are challenged by the type and nature of the calls received. Critical focus must be maintained to ensure a high standard of performance is delivered each and every time through phone calls and radio transmissions, company officials said.

“QA review is often the only mechanism that management has to be cognizant of the quality or lack of quality within their workforce,” said Nathan Lee, president and founder of Denise Amber Lee Foundation. “When correctly implemented, a QA/QI program provides an eye-opening experience, which can lead to a superior level of service to both the public and first responders. We are committed to helping every PSAP to get their QA program off the ground or help them improve the effectiveness of their existing program. In short, our vision is seeing that every person fielding a 9-1-1 call is highly trained and prepared to do so.”

The Denise Amber Lee Foundation enlisted the services of QA practitioners to help agencies establish or improve their QA programs. With the new partnership, public-safety agencies can benefit from onsite and regional training courses, educational webinars and consulting workshops.

“The impact of training is limited if the professional telecommunicator isn’t being continuously monitored and reinforced for proper procedures,” said Chris Morrissey, president at VPI. “That is the purpose of the latest QA standard and our focus as we enter this partnership.”

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