Quest for Quality Ronald Bonneau, ENP PowerPoint Presentation, PPT - DocSlides

Quest for Quality Ronald Bonneau, ENP PowerPoint Presentation, PPT - DocSlides

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National Emergency Number Association. . “. He that won’t . be counseled. can’t . be . helped. .”. . Benjamin . Franklin. Are You Psychic, Telepathic?. If the answer is no, then the only mechanism that management has to be cognizant of the quality, or lack . ID: 627555

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Presentations text content in Quest for Quality Ronald Bonneau, ENP

Slide1

Quest for Quality

Ronald Bonneau, ENP

National Emergency Number Association

Slide2

He that won’t

be counseled

can’t

be

helped

.”

Benjamin

Franklin

Slide3

Are You Psychic, Telepathic?

If the answer is no, then the only mechanism that management has to be cognizant of the quality, or lack

thereof

, within their workforce is to regularly and routinely conduct quality assurance

reviews!

QA is the Third Piece of the Puzzle

Slide4

Objectives of a QA Program

Accountability

Determine areas of concern

Mentoring

Motivate improvements

Regular feedback helps retention

Document, Document, Document

“The

more is less”

principle doesn’t work!

Slide5

Position and Discipline Monitoring

Consistently administered and randomly selected

review

of

recordings – 360 Degree Approach of End to End Process

Call Taking

and

Dispatching for

Police Incidents

Call

Taking

and

Dispatching for

Fire Incidents

Call

Taking

and

Dispatching for

EMS Incidents

Slide6

Quality Assurance Categories

Call Taking

Interview

Questions - WWWWW

CAD

Entry Skills

Telephone Protocol Skills

Supervisor’s

Overview

Slide7

7

Quality Assurance Categories

Dispatching

Assignment of Call – Prioritization, Type

Summarization

Information Flow

Radio Protocol Skills

Supervisor’s Overview

Slide8

Selection of Evaluators – Critical Component to Process

Supervisory personnel who are well versed in your agency’s

protocols as well

as your

policies

and procedures and a willingness to set a positive example.

Management staff who are dedicated to the betterment of your agency and a desire to be

truthful, honest

, fair and ethical.

It is not advisable to have line level staff members evaluating their peers

.

Minimize Rating Bias

Slide9

Supervisors’ Responsibilities

Each supervisor is responsible for doing a minimum of two quality assurance reviews per week for each staff member assigned to their shift.

If this is followed, at

the end of a 12 month period, a minimum of 104 quality assurance reviews will become a quantifiable basis for an objective and factual performance evaluation.

Slide10

Senior Management’s

Responsibilities – Evaluating the Evaluators!

Monthly calibration of all evaluators is paramount to success by ensuring that the graders are on the “same page”.

Random checks of individual evaluator’s reviews for compliance with agency’s mission statement

.

Clarifying high and low range scores is important

Identifiable issues provided to CTOs for targeted training.

Senior management staff members perform additional reviews for unusual or critical incidents, as well as all complaint based inquiries.

Slide11

Evaluate what you

want -

because what gets measured,

gets produced!”

James Belasco

Slide12

RECOMMENDED STANDARD

FOR THE ESTABLISHMENT OF A

QUALITY ASSURANCE

PROGRAM FOR

PUBLIC

SAFETY ANSWERING POINTS

Version

5, June 2014

Slide13

COLLABORATIVE EFFORT

Denise Amber Lee Foundation

APCO

NENA

IAED

POWERPHONE

PSAP LEADERS

Slide14

QA Standards Working Group

Eric Parry, ENP, Chair -

NENA Education Advisory Board

 

Carol Adams, RPL -

Stafford County Sheriff’s Office, Virginia

 

Ron Bonneau, ENP –

Kent County Dispatch Authority, Grand Rapids, Michigan

 

Angela Bowen -

APCO International

 

John Ferraro, ENP -

West Suburban Consolidated Dispatch Center, River Forest, IL

 

Rick Erickson, ENP -

The Woodlands Fire Department / Montgomery County Fire Communications

 

Brent

Finster

- Cayman Islands Government Department of Public Safety Communications

Jerry Turk -

PowerPhone

, Inc.

Mark Lee -

Denise Amber Lee Foundation

 

Steve Leese -

APCO International

Crystal McDuffie, RPL, ENP -

APCO International

 

Sherrill Ornberg, ENP, RPL -

Denise Amber Lee Foundation

 

Carlynn Page -

International Academies of Emergency Dispatch

Ty Wooten

- NENA 

 

Keith Simpkins -

Department of Emergency Services, Chester County, PA

 Kevin Willett -

PSTC - Public Safety Training Consultants

 

Lindsay Yeager -

Department of Emergency Services, Chester County, PA

Slide15

OVERVIEW

Starting Point for Any Size PSAP

No-Cost

Voluntary – Not Mandatory

Easy (

and Not Easy

) to Implement

Complete System for all Disciplines

Self Scoring Spreadsheets (EMS, Fire, Law)

Vendor/Product neutral

Due for Publishing 4

th

Q 2014

Slide16

SECTIONS

Introduction

Scope

Purpose

Definitions

Agency Responsibilities

Duties and Responsibilities of the Quality Assurance Evaluator (QAE)

Slide17

17

SECTIONS

(cont’d)

Required Components of a QA/QI Program

Written Directives

Case Review Criteria

Mentoring

Monitoring

Slide18

SECTIONS (cont’d)

Review Process Requirements

Call Selection Criteria

Minimum of 2% Random

Define

Exceptions – Mitigating Circumstance such as loss of life, use of deadly force, exceptions are QA.

Timeliness - Recent

Review

Documentation

Reporting

18

18

Slide19

19

19

SECTIONS

(cont’d)

Review Process Requirements (cont’d)

Acknowledging Great Work

Recommendations for Improvement (QI)

Feed Back Criteria

Action Plans (as required

)

Slide20

Supporting Addendums

Customizing the Case Evaluation Templates

Sample Case Evaluation Templates (Excel) will be on the NENA website – Auto Calculate

Quality Assurance Sample Guidelines for EMS, Fire, Police Events from End to End

QA Process Overview

QA Process Flow Chart – Pictorial of QA process

Slide21

Calltaker's name - XXXX

CAD/RD Number - 201X-XXXX

Evaluator's Name - QAE XXXX

Date & Time of Call - 05/01/1X 23:45:15

Nature of Call - Disturbance - Bar Fight

Address of Call - 123 Main Street, Any town

Call Taking for Police Incident

Interview Questions

Points

Yes

Refused

No

NA

Verified address of occurrence?

200

200

 

 

 

Caller’s telephone number verified?

30

 

 

0

 

Asked about time of occurrence?

30

30

 

 

 

Asked about weapons?

80

80

 

 

 

Asked about alcohol and drug use?

 

 

NA

Asked if it is physical or verbal abuse?

20

20

 

 

 

Questioned about the need for an ambulance?

15

 

 

0

 

Questioned about direction of travel?

 

 

NA

Questioned about number of subject(s)/offender(s) involved?

20

20

 

 

Questioned about description of subject(s)/offender(s)?

20

20

 

 

 

Questioned about offender's location?

25

 

 

0

 

Questioned about description of vehicle?

 

 

NA

Asked if the caller wants to see the officer?

 

 

NA

Asked other incident specific questions?

20

 

 

0

 

Caller’s name obtained?

10

 

 

0

 

Caller’s address obtained?

5

 

 

0

 

475

370

 

77.89%

Slide22

Slide23

Questions?

Slide24

Ronald Bonneau, ENP

National Emergency Number Association

bonns3@comcast.net

708-243-9495

Slide25


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