Skip to main content

My Transactions
Join/Renew Membership
Webinars & Recordings
Professional Development Sessions
Emerging Technology Sessions
Schedule & Registration
Order Books (Instructors Only)
APCO Apparel Store
RETAINS Subscription
Agency Training Program

Registration Profile

Public Safety Quality Assurance Best Practices, Tips and Tools

March 23, 2017
APCO International
351 N Williamson Blvd
Daytona Beach, FL 32114-1112 
More Details:
This registration has a fee.


Recording of live webinar on March 23, 2017

RECORDING Two years ago, APCO and NENA introduced the standard for Quality Assurance and Improvement (QA/QI) for Public Safety Answering Points (PSAPs).  The objective was to “establish a long overdue quality assurance and improvement process for all Public Safety Answering Points and their telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard.” In this webinar, you will learn why ‘QA Everyday’ is essential and what you can do to improve your 9-1-1/9-9-9/1-1-2 quality assurance program.

Topics covered include:

  • The APCO/NENA standard for QA/QI for PSAPs (ANS
  • Tips and best practices for QA’ing calls, how to overcome resistance to QA, how to calibrate for consistency and how to select the right QAEs
  • New technology tools that will save you time and increase objectivity, while enabling you to focus your QA on the calls that matter most
  • How you can ‘QA Everyday’ even if your emergency communications center doesn’t yet have the resources
Sponsored by


Patrick Botz, director of engagement at NICE and co-author of book ‘The High Performing PSAP: NG9-1-1 and Quality Assurance Best Practices’

Sherrill Ornberg, former executive director of a multi-jurisdictional PSAP in Illinois, past president of Illinois APCO and chairman of Illinois Telecommunicator Training Standards and Certification Initiative Committee, Member of National Quality Assurance Committee, Denise Amber Lee Foundation's board member and QA Director

Nathan Lee, founder and president of the non-profit Denise Amber Lee Foundation, and member of the of Recommended Minimum Training Guidelines for Telecommunicators Working Group

  • Registration & Cancellation Policy 855 SEAT(S) AVAILABLE
  • Register Myself
  • The new European Union (EU) General Data Protection Regulation (GDPR) that is effective on May 25, 2018 is compelling organizations across the globe to modify their data processing requirements. A key change is that individuals must provide consent to the collection of their personal information and they have expanded rights as individuals to control the use and storage of their personal data. APCO must, therefore, suspend the use of online tools that allow for group registration for classes and events. We recognize this may present an inconvenience for you, but on the advice of legal counsel we have little choice but to require that each individual register separately for all APCO classes and events going forward.

Find it on Map

APCO International