At a recent meeting of the Standards Review and Interpretation Committee (SRIC) the committee directed staff to post for client comments the following proposed standard revision. Please post your comments prior to Friday September 3rd, 2021.
6.1.5 (M M M) Quality Checks
A written directive establishes a quality assurance program, and includes at a minimum:
- documented quality checks of each employees' assigned position, to include appropriate call taking and dispatch performance;
- frequency and quantity of quality checks;
- process for telecommunicator feedback; and
- management reporting and review process.
The purpose of quality checks is to ensure the level of service provided is within the agency’s expected standard. This can be direct monitoring of calls or by playback of recordings. The quality checks should cover all aspects of the employee's performance to ensure compliance with agency directives and indicate areas where training or guidance is needed. Recordings of unique situations may be retained for training purposes. Best practices indicate that at least monthly quality checks have proven extremely valuable to ensure the quality of service provided to your customers. The agency should establish a sufficient number and appropriate frequency to ensure consistency of performance. The reporting and review process should identify the distribution of the reports within the agency. (M M M)