23. June 2020 - 8:30 till 17:00
Rockland County Fire Training Center, Pomona
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Quality Assurance: Achieving QA/QI in the PSAP | Tuesday, 23. June 2020

REGISTER FOR THIS COURSE DIRECTLY WITH THE NATIONAL EMERGENCY NUMBER ASSOCIATION. CLICK HERE FOR THE REGISTRATION PAGE.


The Communications Division of the Rockland County Sheriff’s Office is pleased to announce that it will be hosting Quality Assurance: Achieving QA/QI in the PSAP, offered by the National Emergency Number Association (NENA). The course guides attendees in methods and practices intended to create agency QA/QI policies and a dispatch QA template. This 8-hour education program is aimed at PSAP/911 Authority telecommunicators, training officers, quality assurance coordinators, and managers. The course will be held at the Rockland County Fire Training Center in Pomona, NY, June 23, 2020. The cost is $275 (NENA members: $199).


The course curriculum includes:



Who are our customers?


Objectives of a QA/QI program


What is the difference between QA and QI?


The "red bead" experiment


Why is QA/QI so important?


The joint NENA/APCO standard


Developing a QA/QI program


The importance of listening


What should be reviewed


Management responsibilities


Group activities (call processing)


Group activities (dispatching)


Calibration