DPSC 9-1-1 Quality Assurance Week
Monday, May 7 – The Fairfax County Department of Public Safety Communications (DPSC) will be celebrating 9-1-1 Quality Assurance Professionals week from May 7- 11. This week recognizes the work of the 42 DPSC employees who wear the “second hat” of 9-1-1 QA professional, responsible for ensuring that their fellow 9-1-1 call takers are adhering to the agency mission, vision, training standards, policies, and procedures.
According to DPSC Director Steve Souder, “the success of the QA program is based on three primary reasons – recognizes the positive work and effort of DPSC personnel, provides constructive feedback to personnel from which they can learn and apply, and relies on the active and enthusiastic participation of the 42 EMD Instructors, Quality Assurance Standards Team members or EMD Peer Reviewers.”
In 2011, DPSC 9-1-1 QA professionals reviewed 6,189 calls for service. DPSC employs two separate QA systems that evaluate emergency medical dispatch (EMD) calls and police/fire/rescue/general information calls. The implementation of this robust and systematic QA program has enabled DPSC to become one of the leading and progressive 9-1-1 agencies in the nation.
The mission of the DPSC Quality Assurance program is:
It is the responsibility of the DPSC Quality Assurance System and its 9-1-1 QA professionals to ensure that the agency mission statement is upheld and that all public safety communicators are meeting agency defined performance standards. This is accomplished by providing all 9-1-1 call takers with consistent and applicable performance feedback that identifies call taking strengths and suggested areas for improvement.