Section 120d.105. Quality assurance review standards

(a) Call-taking (telephone performance). The following telecommunicator performance standards will be checked by the quality assurance reviewer during each quality assurance review:

(1) Answers the telephone quickly and correctly (within 10 seconds of the call, 90% of the time).

(2) Asks and verifies the location of the incident or emergency.

(3) Obtains the callback phone number from the person making the call.

(4) Determines the nature of the incident or emergency and selects and assigns the appropriate response to the incident.

(5) Accomplishes the tasks listed in paragraphs (1)—(4) quickly and effectively (within 60 seconds of the receipt of the phone call, 90% of the time).

(6) Obtains all pertinent information and makes updates accordingly and keeps the caller on the line until all required information is obtained.

(7) Controls the conversation with the caller, explains all possible emergency actions and employs calming techniques when required.

(8) Exhibits a calm and professional demeanor at all times and acts in a courteous and tactful manner.

(9) Demonstrates proper documentation of the information received on call-taker screens or cards.

(b) Dispatching (radio performance). The following telecommunicator radio performance standards will be checked by the quality assurance reviewer during each quality assurance review:

(1) Dispatches the appropriate police, fire or EMS units within the prescribed time frame established by the 911 emergency communication center’s or remote dispatch point’s standard operating procedures.

(2) Provides all pertinent information to the responding police, fire or EMS units and relays updated information about the incident or emergency to the responding units.

(3) Answers all radio transmissions promptly.

(4) Speaks clearly and concisely to the responding units.

(5) Listens attentively and understands each message that is received from the responding units.

(6) Exhibits a timely response to requests from field units.

(7) Maintains a calm and professional demeanor at all times.

(c) Emergency medical dispatch. Emergency medical dispatch protocols will be utilized by all 911 emergency communications centers and remote dispatch points. Due to the existence of various emergency medical dispatch programs, each 911 emergency communications center and remote dispatch point shall use the quality assurance process associated with the program that it is licensed to use.