Total Quality Assurance Program
Society expects to receive quality service and emergency communications personnel are expected to provide quality service to our customers. The Emergency Communications 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
Total Quality Assurance is the responsibility of everyone at the Emergency Communications Department. It's an on-going process to ensure continuous quality improvement over the lifetime of the organization - and every member of the organization has a personal responsibility to ensure that the process succeeds.
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
The performance appraisal system concentrates on individual performance. It defines the performance standards for the position and provides the basis for documenting employee performance in relation to these standards. This process also establishes a means for effective interaction between supervisors and subordinates. In order to ensure quality performance and adherence to policies and procedures, the supervisor observes the subordinates' performance of job tasks. The assessment of each employee's core competencies required for the position occurs on a regular basis.
Quality Improvement - Actions to Improve Customer Service
The application of these standards is designed to enhance the quality of each public safety telecommunicator's performance and improve the processes used within the daily operations of the Emergency Communications Department. Our goal is a standardized operation that provides a continually improving service to our customers.
Random Customer Service Critique Process
The Emergency Communications Department is randomly selecting incidents processed in the Emergency Communications Center and mailing a customer service survey card to the customer who called. Informational literature featuring the importance of displaying the address numeric and our non-emergency telephone numbers are included in these mailings.
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
In order to promote the Emergency Communications Department's success we employ methods recognizing employee effort and work through an awards program.
Competency-based Assessments of Training Courses
Competency-based assessments are the norm for training division courses. These assessments are utilized to quantify competency.
Remedial Training Process
It is the policy of the Emergency Communications Department to ensure that all staff are trained to perform to the highest standards. Remedial training shall be performed whenever formally requested by the shift supervisor.