4 Pa. Code § 120d.104 - Time frames and procedures for quality assurance reviews

(a) A random sampling of 911 communications center calls will be reviewed on a recurring basis by the quality assurance reviewer to ensure compliance with the quality assurance review standards in § 120d.105 (relating to quality assurance review standards), as well as those outlined in the standard operating procedures of each 911 communications center or remote dispatch point. If needed, additional quality assurance reviews will be performed to ensure that each telecommunicator receives a minimum of one call-taking quality assurance review per month. All calls, whether voice or TDD/TTY, will be reviewed in the same manner. The quality assurance reviewer shall complete a review form for each quality assurance review. All incidents involving catastrophic loss shall be included in the quality assurance review process.

(b) A minimum of ten call-taking quality assurance reviews shall be performed each week in 911 communications centers and remote dispatch points that dispatch, on average, 72 or less emergency dispatch calls per day. Those 911 communications centers and remote dispatch points that average more than 72 emergency dispatch calls per day shall perform a weekly quality assurance review of 2% of the total 911 calls that they process per week. The weekly quality assurance review process may assume a monthly review process to accommodate those 911 centers that may have personnel or scheduling constraints. A monthly quality assurance review may not last for more than 90 days without the written permission of the Agency. In addition, the minimum number of quality assurance reviews required by this subsection shall remain unchanged during the monthly review process.

(c) Twice each year, the quality assurance reviewer will review a segment of each telecommunicator's radio activity to determine adherence to the 911 communications center's or remote dispatch point's dispatch standards. At a minimum, each segment of the telecommunicator's radio activity that is monitored shall contain three emergency dispatched calls. The quality assurance reviewer will complete a quality assurance review form for each segment reviewed. The review form will be supplied by the Agency.

(d) The quality assurance reviewer will be designated by the director of each 911 communications center or remote dispatch point. The reviewer shall be at a supervisory level with a minimum of 3 years experience in the field of emergency telecommunications. Internal standards shall be established to ensure that the quality assurance review process is executed with consistency and objectivity.

(e) To provide optimum feedback, the date selected for a quality assurance review will not exceed 5 days prior to the review. Telecommunicators shall receive the results of their quality assurance review within 5 days of the review. Copies of each quality assurance review will be retained on file at the 911 communications center for 1 year. Actual transcripts or recordings of phone calls made to and from a 911 communications center or remote dispatch point are not public records under the act of June 21, 1957 ( P. L. 390, No. 212) (66 P. S. § § 66.1-66.4), known as the Right-to-Know Law, and shall not be included in the text of any quality assurance review.

(f) The quality assurance reviews will be used to support the development and assessment of goals and expectations on the telecommunicator's yearly performance appraisal. The quality assurance reviews will also be used to identify areas of the telecommunicator's job performance which may require additional or supplemental training, and aid in determining whether any processes of the 911 communications center or remote dispatch point require modification or change.

(g) All telecommunicators, whether they are part-time or full-time employes of the 911 communications center or remote dispatch point, shall be subject to this quality assurance review process.

(h) Quality assurance actions that are initiated in response to the results of a quality assurance review will be documented and placed in the 911 communications center's or remote dispatch point's records.

Notes

4 Pa. Code § 120d.104

This section cited at 4 Pa. Code § 120d.103 (relating to scope).