NENA/APCO Standard for the Establishment of a QA/QI Program for ECCs Now Available
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The NENA /APCO Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Emergency Communications Centers defines the recommended minimum components of a quality assurance/quality improvement (QA/QI) program within an emergency communications center (ECC). It recommends best practices for implementing the QA/QI program to evaluate the performance of public safety communications personnel; recommends minimum requirements for the evaluation and quality assurance of call processing are offered to ensure a consistent, effective, and efficient level of service; and provides information for implementing and evaluating the use of new and emerging technologies is included to assist agencies in an evolving industry.
NENA extends our gratitude to the members of the joint working group who committed their time and expertise to revise this document.
