SOP-SSD-15 Quality Assurance ProgramSupport Services Division
SOP-SSD-15
Date Issued: 4-19-17
Date Revised:Click here to enter a date.
SUBJECT: Quality Assurance Program
PURPOSE AND SCOPE: The purpose of the Quality Assurance Program is to promote
adherence to established goals and procedures, facilitate the learning process and
provide a framework for continuous improvement. This will provide an operational
standard that consistently provides the best possible services to the citizens of Rohnert
Park.
Quality assurance reviews will be done on a regular basis. These reviews will be used to
evaluate the performance of certain aspects of a dispatcher’s duties. In addition to
measuring individual performance, these reviews will be used to determine whether
procedures used by dispatchers are efficient.
PROCEDURE:
I. Random Selection of 9-1-1 calls, phone calls and radio traffic will be reviewed on
a regular basis to ensure compliance with standard operating procedures.
A. Each dispatcher will receive a minimum of three call-taking evaluations,
three law radio evaluations and three fire radio evaluations per quarter.
B. Evaluations will be performed by Dispatcher Supervisor(s) for Dispatch
staff, and/or CTOs during the training of a new dispatcher.
C. All dispatchers will be subject to this quality assurance review process,
regardless of full-time or part-time status.
D. All telephone calls and radio segments will be reviewed using the QA
Evaluation form in Voiceprint specific to the type of evaluation.
E. An evaluation form will be completed for each review.
1. Randomly selected telephone calls may be incoming or outgoing,
and include high priority (1 and 2) calls, business calls, referrals,
transfers or out-going calls (i.e. tow request).
2. Randomly selected radio transmissions may include high priority
incidents, routine calls for service and officer initiated activity.
3. The selected calls should be long enough to make a fair
assessment of the criteria on the Evaluation form.
F. QA evaluations should be reviewed with the dispatcher as soon as
possible after the evaluation has been completed.
G. Copies of the evaluations will be retained on file for one year or until
memorialized in a performance evaluation.
H. Dispatchers whose reviews score below 70% (per evaluation) may require
additional reviews or performance goals or improvement plans.
II. Focused Evaluations may be performed for specific issues.
A. Focused evaluations may be performed on areas such as specific call
types, dispatching of calls, specific dispatch policy, specific locations or
specific reporting parties.
B. Focused evaluations can be used to measure efficiency and other issues
not specific to individual dispatchers.
C. Incidents involving catastrophic loss (human lives or excessive property)
shall be included in the quality assurance review process.
D. Reviews can be used to support the development and assessment of
goals and expectations on the dispatcher’s yearly performance
appraisals. They will also be used to identify areas which may require
additional training, and aid in determining whether certain procedures
require modification or change.
III. Types of Quality Assurance Reviews
A. Call Taking (Telephone Performance)
B. Dispatching (Law and Fire Performance)
C. Trainee (New Dispatcher Trainees- performed by CTO, using the existing
Call Taking and Dispatching forms for the phase trainee is in)
D. Focused (Research and procedure review)
See evaluations forms attached for specific criterion
Call Taker form attached
Dispatching evaluation forms (Law and Fire) still in development