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SOP-SSD-15 Quality Assurance Program CallTaker FormPrint Evaluation Details EDIT MODE Agent:[Form Design]Evaluation Start Time:4/19/2017 5:30 PM Group:[Form Design]Evaluation End Time:IN PROGRESS... Evaluator:[Form Design]Interaction Date:N/A Scores: Overall Score: 340/340 (100%) Telephone Protocol Skills 140/140 (100.00%) CAD Skills 80/80 (100.00%) Geographic Knowledge 40/40 (100.00%) Interview Skills 80/80 (100.00%) Evaluation Comments: No Comments Available Call Segment: Telephone Skills, Score: 120/120 (100%) Question: Proper greeting used? Options: Yes No Answer: Yes Skill:Telephone Protocol Skills Question: Proper tone of voice used? Options: Yes No Answer: Yes Skill:Telephone Protocol Skills Question: Reporting Party Name and Phone Number Obtained? Options: Yes Requested but not Provided No Answer: Yes Skill:Telephone Protocol Skills Question: Takes control of call and caller with skill and respect? Options: Yes No Answer: Yes Skill:Telephone Protocol Skills Question: Kept caller on the line, if necessary? Options: Yes No N/A Page 1 of 4Evaluation Preview 4/19/2017http://rppsvpi/VPortal/IQ/EvalPrintPreview.aspx Answer: Yes Skill:Telephone Protocol Skills Question: Ended call appropriately? Options: Yes No Answer: Yes Skill:Telephone Protocol Skills Question: Extra Credit: Did the Call Taker exceed expectations with the caller by: Options: Demonstrating Empathy/Humanity Researching or Providing Resources to Caller Received a Thank You from the Caller Met, but did not exceed expectations No extra credit Answer: No extra credit Skill:Telephone Protocol Skills Question: If Communication Skills Require Improvement, Provide details here Answer: Skill:Communication Call Segment: CAD Skills, Score: 80/80 (100%) Question: Verified ALI/ANI and dumped into CAD? Options: Yes No N/A Answer: Yes Skill:CAD Skills Question: Obtains pertinent information and adds to CAD remarks in logical order? Options: Yes No Answer: Yes Skill:CAD Skills Question: Processes call quickly and effectively (under 90 seconds)? Options: Yes No Call required more time Answer: Yes Skill:CAD Skills Question: Updates CAD timely as pertinent info comes in? Options: Yes No N/A Answer: Yes Skill:CAD Skills Question: If CAD Skills need improvement, specify here Answer: Skill:CAD Skills Page 2 of 4Evaluation Preview 4/19/2017http://rppsvpi/VPortal/IQ/EvalPrintPreview.aspx Question: Verified location of occurrence? Options: Yes No Answer: Yes Skill:Geographic Knowledge Question: Checked prior incidents at address? Options: Yes No Unknown or N/A Answer: Yes Skill:Telephone Protocol Skills Question: If Address was Not Available or Known, Call Taker was able to Identify the Location by Landmarks? Options: Superior Knowledge Demonstrated Adequate Knowledge Demonstrated Incomplete Knowledge Demonstrated Competency Not Demonstrated Answer: Superior Knowledge Demonstrated Skill:Geographic Knowledge Question: If Location Entry or Geography skills require improvement, specify here. Answer: Skill:Geographic Knowledge Call Segment: Interview Skills, Score: 80/80 (100%) Question: Correctly determines problem and uses appropriate CAD event type? Options: Yes No Answer: Yes Skill:Interview Skills Question: Questioned about number of subjects/vehicles involved? Options: Yes No Caller Uncooperative Answer: Yes Skill:Interview Skills Question: Asked about weapons or other officer safety / general safety risks pertinent to the call? Options: Yes No N/A Caller Uncooperative Answer: Yes Skill:Interview Skills Question: Asked other incident­specific questions? Options: Yes No Not Necessary Caller Uncooperative Answer: Yes Skill:Interview Skills Question: If Interview skills need improvement, specify here. Page 3 of 4Evaluation Preview 4/19/2017http://rppsvpi/VPortal/IQ/EvalPrintPreview.aspx Answer: Skill:Interview Skills Page 4 of 4Evaluation Preview 4/19/2017http://rppsvpi/VPortal/IQ/EvalPrintPreview.aspx