Frontline QA Tracker Filling Vital Gap in Emergency Communications Centers’ Quality Assurance Programs
5/1/2020
Online Module Streamlines Quality Assurance Documentation and Reporting which Meets the APCO/NENA Standard and Provides Improved Services for Public Safety
Downers Grove, IL – Frontline Public Safety Solutions announces the release of their QA Tracker. This cloud based software compliments Frontline’s expansive suite of public safety software solutions and is primarily designed to assist the Emergency Communications Center (ECC) document, track and report on their quality assurance reviews.
Built around the current APCO/NENA ANSI Standard for Quality Assurance and Quality Improvement Programs, the QA Tracker provides a mechanism for the ECC to record and review how staff handles phone calls and the dispatching of police, fire and emergency medical services.
In late 2018, Jason Kern the Executive Director for Southeast Emergency Communications (SEECOM) in Crystal Lake, Illinois approached several software vendors with a concept to streamline the documentation and reporting process for their Quality Assurance Program. “Frontline’s ability to understand the importance of quality assurance and quality improvement in our industry along with their willingness to develop a product that centered around an industry standard was paramount in our decision to partner with them,” said Kern. Over the next several months, staff from Frontline and SEECOM collaborated and tested the concept which culminated into QA Tracker.
Supervisory staff at SEECOM was tasked with reviewing a specific number of calls per employee weekly and entering them into a spreadsheet system. “The process worked, but it was apparent that it consumed more time than intended,” Kern explained. It also hindered the ability to look at individual and global statistical trends. QA Tracker provides the ability to enter data and for the center to look at statistics on an individual, shift and agency level. Ben Laird the President of Frontline stated, “This is another tool for our first responders which allows them to reduce staff time and enhance the services they provide to the community.”
“Our goal is to continue to improve on our ability to provide quality assurance and help our staff with consistent feedback. My hope is that this helps more centers with their QA endeavors,” said Kern.
Frontline will begin providing demonstrations of the QA Tracker at local and regional events beginning in mid-June.
For more information about Frontline’s QA Tracker for emergency dispatch quality assurance, visit https://www.frontlinepss.com/qa.