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Best Practices in Public Safety Recording, Quality Assurance and Training
Copyright Voice Print International, Inc. 2010
Presented byMatt StillwellRoy CarlislePatrick Botz
2
Today You’ll Learn
IntroductionsKey Emergency Communications Trendsand DriversBest Practices in Recording, Quality Assurance and Training
City of Edmond, Oklahoma Alachua County Sheriff’s Department, Florida
Preparing for the Future: Next Generation9-1-1 Recording and QA SolutionsPresentation slides available at:www.VPI-corp.com/Best-Practices
Patrick Botz – VPI
VPI (Voice Print International)
100% US-based R&D and SupportServing some of the continent’slargest PSAPs for over 15 years
Police, Sheriff, Fire, ArmedForces, Emergency Medical Services, Government Agencies
2009 APCO Hot Product of the YearNENA and APCO MemberNext Generation9-1-1 Ready
GSA Approved
Matt Stillwell, ENP - City of Edmond, OK
Director, Central Communications/ Emergency Mgmt – City of Edmond
Serves on FEMA Task Force for Interoperable Communicationssince 2007
Florida APCO CommunicationsCenter Director of the Year, 2005
Public Safety at The City of Edmond, Oklahoma
Police Department, Fire Department, 9-1-1Call Center and Emergency ManagementServices partner to provide the highest qualityservice and protectionFull-time recording:
5 phone/radio positions, 17 radio frequencies (Genesis) 6 Talk Groups 5 9-1-1 positions and trunks44 administrative VoIP lines
Selective retention of recordings: 72 phone usersMotorola Statewide Radio System, TriTech CAD, CTI 911
Roy Carlisle – Alachua County Sheriff, FL
About Roy CarlisleLaw Enforcement professional since 1983911 Operator – County Sheriff and Police Former Shift Supervisor, Communications CommanderPresently in charge of QA program at Alachua CountyMajor contributor to APCO’s QA standards - to bereleased in 2010 as mandatory for APCO members
About Alachua CountyPopulation 227,120University of Florida fighting GatorsDiverse culture, local music, artisans E-911 under the direction of the County’s Fire/Rescue ServicesCity and County Emergency Dispatch MergedType 4 Enhanced 911 (E-911) system
ANI/ALI, Selective Call Routing and Selective Transfer
Emergency Communications Today
Cost & EfficiencyPressures
ConsolidationDo More with Less Resources Automate Manual, Time Consuming Processes
Interoperability
Next Generation 9-1-1 Support for:
VoIP / Hybrid CommunicationsImagesVideoText MessagesDocumentsEmailAutomaticCrashNotification
Quality Assurance &
Ongoing TrainingAssure Protocols and Procedures are FollowedComply with Laws and RegulationsLimit Liability Exposure Understand and Improve “Soft Skills”Increase EmployeeRetention
Civilian Population
Greater Citizen DemandsGrowing Security Concerns
Rapidly Evolving Technology
PSAP
Increasing Laws and Regulations
Copyright Voice Print International, Inc. 2010
Recording, QA & Training Best PracticesPresented by Matt Stillwell, City of Edmond
Recording and Incident Recreation
Record: public safety communications, utilitycustomer service center and telephone users in the cityUse secure Web interface to quickly access recordings from anywhereRecordings stored for 7 years on network devices – major improvement over previous tapes and DVDsEasy to export, email and share recordings:
Case Evidence – internal and for a DA Showcase best practice calls - training and inspirationRecordings with goofy callers to ease the atmosphere
Case evidenceSingle calls “Real-time” sets of calls for incident recreation
Action Plan for Amber Alert Calls
Involved in APCO’s Amber Alert program since its inception
Missing & Exploited Children cases cause major spikes in call volume into our 9-1-1 center – many people involved
Bank of spare VoIP lines to be activated as needed to handle the sudden large influx of calls
The calls that come in on these VoIP lines are recorded and evaluated
Slide 10
What to Look for in a Recording System
Open Architecture, standards-based hardwareCentralized storage of recorded communicationsSecure web based interface – unified access to all calls from anywhereEasy to save and email files Options for flexible recording, retention on demand, and archiving rules where different user groups can have calls retained for different length of timeMake sure your vendor understands the public safety environment and the criticality of highly responsive service
Slide 11
Quality Assurance – New Standards
Chair of the joint committee (APCO, NENA and others) currently drafting the Standard for QA evaluationOn the fast track to become an ANSII Certified Standard - nearly completed nowThe Standard encompasses the entire QA process and will define what is acceptable for our industry
Example: number of evaluations per month per employee according to agency size
Slide 12
Quality Assurance and Training
Evaluate 18 employees
5 calls per employee per month, selected randomly
Detailed QA rating forms for each call type in our centerObjective: more consistent service qualityBetter transparency with staff
Progressive training method for newcomers
One-on-one and classroom training for experienced call takers and dispatchers
Considering electronic personalized training Focus on individual needs and weaknesses
Copyright Voice Print International, Inc. 2010
Recording, QA & Training Best PracticesPresented by Roy Carlisle, Alachua County Sheriff
Recording and Incident Recreation
Full time recording: 12 call taking positions, 4 law enforcement, 3 fire, 3 teletype and 2 supervisor positions plus 3 special event positions for backupCommunications technology:
Tri-Tech CAD systemVesta phone systemMotorola 800 Mhz radio system
Turnover issues require higher attention to communications: retirees and 14 new hires in training, new-hire turnoverEasy access to recordings importantFast export of recordings for distribution / copy onto CD
Evidentiary purposesQA & Training
Quality Assurance
All employees who are recorded are also evaluated (QA)Average of 2 evaluations per employee per weekRandomly select calls from all call types in order to:
Objectively assess compliance with policy / proceduresIdentify trendsProvide timely feedback for improvement – always positive tone
On-demand evaluations outside of a standard routineCustom for individuals & their skill development
Developed 10 Commandments of Call Taking Folded into training and QA assessment
QA forms with scoring objectives customized for each type of communication / center
QA Scoring Example
LEA Call Taker – QA Categories:Case Entry (Incident Location, Call-back number, etc.)Choice of Chief Complaint (nature of incident determined?)Call Processing (speed, prioritization, spelling, key questions asked, call processing commandments, etc.) Customer Service (assure caller of help sent, efficient call time management, use of calming techniques, correct volume/tone of voice, etc.)
Slide 17
Scoring / Grading rules:100% for the category = Exemplary Grade90% or more = CompliantLess than 90% = Not Compliant
Quality Assurance - Training
Follow-up with Non-Compliant EmployeesMandatory tracking on QA forms:
Supervisor: Written improvement action plan for every non-compliant sectionTrainer: Written feedback on every non-compliant section and type of review/training that occurredEmployee: Written feedback
Training methods:Corrections through remindersReinforce understanding of a policyTraining via Training Bureau or Training OfficerIn process of implementation:
Include a quiz to be completed by employee once QA assessment is processedPersonalized messaging to remind about policy, QA results, etc.
QA – Motivation & Results
Vast improvement in quality and compliancesince implementation of a formal QA programSuccessful motivation approaches
Shift start time - announce perks for best performersSupport competitiveness of call takers by presenting intraday performance statistics:
Call volumes shown now on boardsQA scores planned to present on personalized tickers:
Call Taker Ticker – planned
Dispatcher Ticker - plannedSlide 19
Preparing for the Future: Key NG9-1-1 Recording and QA Considerations
Copyright Voice Print International, Inc. 2010
NG9-1-1 is a system comprised of hardware, software, data and operational policies and procedures to:
Provide standardized interfaces from call & message servicesProcess all types of emergency callsAcquire and integrate data useful for call routing and handlingDeliver the calls/messages/data to the appropriate PSAPsSupport data + communications needs for coordinated incident response & managementProvide a secure environment for emergency communications
What is Next Generation 9-1-1?
“Simply put, the 9-1-1 system has not kept up with technology and is badly in need of modernization.”- National Emergency Number Association
Architecture Goals for NG9-1-1 Technologies
Scalability – supports varying sizes of PSAPsand 9-1-1 authorities Extensibility – adoption of future technologies without replacementReliability – redundant hardware, multi-path connectivity, no single point of failureConfigurability – adaptable to diverse PSAP and 9-1-1 needsInteroperability – interfaces and communicates across various systems and networksOpenness – Uses open systems, standards and protocols
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveilance Video
Key Elements of Centralized NG9-1-1 Incident Management
Centralized Incident
Data
Easily Tag CAD Data and Events to Recordings
The Power of Screen Analytics
NotesEntered
Incident Resolved
Incident Start32546
Fire
IncidentInteraction
Incident IDIncident TypeIncident SeverityIncident Status
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveillance Video
Centralized Incident
Data
Key Elements of Centralized NG9-1-1 Incident Management
Instant RecallSave or Email File(s)
Audio with or withoutScreen Video
Email Web LinkSecure Login Required
IncidentEvidencePackage
QualityAssurance
Best PracticeTraining Clips
Centralized Incident
Data
Best Practices for Incident Information Sharing
Evaluate targeted calls and entire incidents by incident type to determine adherence to the dispatch standards and protocols
Use results to identify areas which may require:
Additional trainingSupplemental coachingAdditional resources
Integrated Quality Assurance and Coaching
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Questions and Answers
If you would like more information, please contact us at:Phone: 1-800-200-5430Email: [email protected] Web: www.VPI-corp.com
Patrick BotzDirector of Public Safety Solutions Marketing
Corporate Headquarters160 Camino RuizCamarillo, CA 93012
Direct: 800.200.5430 x 5214Email: [email protected]
www.VPI-corp.com
You’ll receive 2 complimentary resource guides:
Thank you!
