quest for quality
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Quest for Quality. Ronald Bonneau, ENP National Emergency Number Association. “ He that won’t be counseled can’t be helped .” Benjamin Franklin. Are You Psychic, Telepathic?. - PowerPoint PPT PresentationTRANSCRIPT
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
Quest for Quality
Ronald Bonneau, ENP
National Emergency Number Association
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
“He that won’t be
counseled
can’t be helped.”
Benjamin Franklin
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Are You Psychic, Telepathic?
If the answer is no, then the only mechanism
that management has to be cognizant of the
quality, or lack thereof, within their workforce
is to regularly and routinely conduct quality
assurance reviews!
QA is the Third Piece of the Puzzle
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Objectives of a QA Program
Accountability
Determine areas of concern
Mentoring
Motivate improvements
Regular feedback helps retention
Document, Document, Document
“The more is less” principle doesn’t work!
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Position and Discipline Monitoring
Consistently administered and randomly selected
review of recordings – 360 Degree Approach of
End to End Process
Call Taking and Dispatching for Police Incidents
Call Taking and Dispatching for Fire Incidents
Call Taking and Dispatching for EMS Incidents
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Quality Assurance Categories
Call TakingInterview Questions - WWWWW
CAD Entry Skills
Telephone Protocol Skills
Supervisor’s Overview
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Quality Assurance Categories
DispatchingAssignment of Call – Prioritization, Type
Summarization
Information Flow
Radio Protocol Skills
Supervisor’s Overview
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Selection of Evaluators – Critical Component to Process
Supervisory personnel who are well versed in your agency’s
protocols as well as your policies and procedures and a willingness
to set a positive example.
Management staff who are dedicated to the betterment of your
agency and a desire to be truthful, honest, fair and ethical.
It is not advisable to have line level staff members evaluating their
peers.
Minimize Rating Bias
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Supervisors’ Responsibilities
Each supervisor is responsible for doing a minimum of two
quality assurance reviews per week for each staff member
assigned to their shift.
If this is followed, at the end of a 12 month period, a
minimum of 104 quality assurance reviews will become a
quantifiable basis for an objective and factual performance
evaluation.
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Senior Management’s Responsibilities – Evaluating the Evaluators!
Monthly calibration of all evaluators is paramount to success by
ensuring that the graders are on the “same page”.
Random checks of individual evaluator’s reviews for compliance
with agency’s mission statement.
Clarifying high and low range scores is important
Identifiable issues provided to CTOs for targeted training.
Senior management staff members perform additional reviews for
unusual or critical incidents, as well as all complaint based inquiries.
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
“Evaluate what you want -
because what gets
measured,
gets produced!”James Belasco
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
RECOMMENDED STANDARDFOR THE ESTABLISHMENT OF A
QUALITY ASSURANCE PROGRAM FOR PUBLIC SAFETY ANSWERING POINTS
Version 5, June 2014
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COLLABORATIVE EFFORT
Denise Amber Lee Foundation
APCO
NENA
IAED
POWERPHONE
PSAP LEADERS
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QA Standards Working Group Eric Parry, ENP, Chair - NENA Education Advisory Board
Carol Adams, RPL - Stafford County Sheriff’s Office, Virginia
Ron Bonneau, ENP – Kent County Dispatch Authority, Grand Rapids, Michigan
Angela Bowen - APCO International
John Ferraro, ENP - West Suburban Consolidated Dispatch Center, River Forest, IL
Rick Erickson, ENP - The Woodlands Fire Department / Montgomery County Fire Communications
Brent Finster - Cayman Islands Government Department of Public Safety Communications
Jerry Turk - PowerPhone, Inc.
Mark Lee - Denise Amber Lee Foundation
Steve Leese - APCO International
Crystal McDuffie, RPL, ENP - APCO International
Sherrill Ornberg, ENP, RPL - Denise Amber Lee Foundation
Carlynn Page - International Academies of Emergency Dispatch
Ty Wooten - NENA
Keith Simpkins - Department of Emergency Services, Chester County, PA
Kevin Willett - PSTC - Public Safety Training Consultants
Lindsay Yeager - Department of Emergency Services, Chester County, PA
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
OVERVIEWStarting Point for Any Size PSAPNo-CostVoluntary – Not MandatoryEasy (and Not Easy) to ImplementComplete System for all Disciplines Self Scoring Spreadsheets (EMS, Fire, Law)Vendor/Product neutralDue for Publishing 4th Q 2014
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SECTIONS
Introduction
Scope
Purpose
Definitions
Agency Responsibilities
Duties and Responsibilities of the Quality Assurance Evaluator
(QAE)
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SECTIONS (cont’d)
Required Components of a QA/QI Program
Written Directives
Case Review Criteria
Mentoring
Monitoring
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SECTIONS (cont’d)
Review Process Requirements
Call Selection Criteria
Minimum of 2% Random
Define Exceptions – Mitigating Circumstance such as
loss of life, use of deadly force, exceptions are QA.
Timeliness - Recent
Review
Documentation
Reporting
1818
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SECTIONS (cont’d)
Review Process Requirements (cont’d)
Acknowledging Great Work
Recommendations for Improvement (QI)
Feed Back Criteria
Action Plans (as required)
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Supporting Addendums
Customizing the Case Evaluation Templates
Sample Case Evaluation Templates (Excel) will be on the
NENA website – Auto Calculate
Quality Assurance Sample Guidelines for EMS, Fire,
Police Events from End to End
QA Process Overview
QA Process Flow Chart – Pictorial of QA process
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
Calltaker's name - XXXX CAD/RD Number - 201X-XXXXEvaluator's Name - QAE XXXX Date & Time of Call - 05/01/1X 23:45:15Nature of Call - Disturbance - Bar Fight Address of Call - 123 Main Street, Any town
Call Taking for Police Incident
Interview Questions Points Yes Refused No NAVerified address of occurrence? 200 200 Caller’s telephone number verified? 30 0 Asked about time of occurrence? 30 30 Asked about weapons? 80 80 Asked about alcohol and drug use? NAAsked if it is physical or verbal abuse? 20 20 Questioned about the need for an ambulance? 15 0 Questioned about direction of travel? NAQuestioned about number of subject(s)/offender(s) involved? 20 20 Questioned about description of subject(s)/offender(s)? 20 20 Questioned about offender's location? 25 0 Questioned about description of vehicle? NAAsked if the caller wants to see the officer? NAAsked other incident specific questions? 20 0 Caller’s name obtained? 10 0 Caller’s address obtained? 5 0
475 370 77.89%
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
Questions?
N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a
Ronald Bonneau, ENPNational Emergency Number Association