Total Quality Assurance (TQA) Program:
Society expects to receive quality service and emergency communications personnel are expected to provide quality service to our customers. The E 9-1-1 Department's approach to the issue of quality assurance is to be proactive.
Our Total Quality Assurance Program concentrates on our organizational performance. Our goal of quality assurance is to improve customer service and satisfaction using ongoing monitoring and evaluation strategies. In addition, this program includes effective mechanisms for reviewing and evaluating the emergency communications process. It also provides effective responses to the findings of such evaluation methods.
Given the complexity of services provided, the volume of incoming calls, incidents processed, and the number of user agencies served, a multifaceted approach is utilized.
Service is the lifeblood of our organization. Everything flows from it. Customer service is our attitude. The culture of this organization encourages continuous improvement in an open, supportive and positive atmosphere.
Employee's Roles and Responsibilities
Our TQA program is intended to be an organizational philosophy that combines TQA with QM (quality management). QM is a system of motivating concepts and principles. The tenants of our QM philosophy are focus & commitment, responsibility, trust & respect, open communications & continuous improvement. This QM philosophy forms the culture of our organization.
Performance Appraisal System
Quality Improvement - Actions to Improve Customer Service
Random Customer Service Critique Process
The customer service returns will be reviewed. The results will be evaluated. Staff who processed incidents that resulted in a highly favorable customer response will be recognized. In the event of a negative response, the incident will be evaluated. If the customer's concerns are found to be factual, they will be addressed.
It is important for our department to receive on-going feedback from our customers. We have an obligation to reach out to our customers in order to understand their perceptions, opinions and level of satisfaction with our department.
Multi-faceted Formal Employee Recognition Process Addressing Positive Performance
Competency-based Assessments of Training Courses
Remedial Training Process
To report non-emergency incidents, call 343-1313 or 1-800-962-4433.
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