Quality Assurance is an essential part of every successful 911 center. When used correctly, QA is not about punishment or simply finding mistakes. It is a tool for improving consistency, strengthening performance, reducing liability, and ensuring callers and responders receive the highest level of service possible.

This 4-hour course is designed specifically for 911 telecommunicators, communications training officers, supervisors, and quality assurance personnel. Participants will explore the purpose of QA, what should be reviewed, how call-taking, radio traffic, CAD documentation, and policy compliance impact performance, and how feedback can be used to improve both individual and agency operations.

The course focuses on making QA practical, fair, and meaningful. Students will discuss common challenges with QA programs, review sample scenarios, identify performance trends, and learn how to receive and apply feedback in a professional and productive way. This class is designed to help agencies build a stronger QA culture that supports growth, accountability, and better service to the community.

Instructor Jason Long