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Public Safety Quality Assurance Best Practices, Tips and Tools

March 23, 2017
APCO International
351 N Williamson Blvd
Daytona Beach, FL 32114-1112 
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

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