Pennsylvania Code › Title 4 - ADMINISTRATION › Part V - EMERGENCY MANAGEMENT AGENCY › Chapter 120d - 911 PERFORMANCE REVIEW AND QUALITY ASSURANCE STANDARDS › Section 120d.104 - Time frames and procedures for quality assurance reviews

Current through Register Vol. 54, No. 28, July 13, 2024
(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.
This section cited at 4 Pa. Code §
											120d.103 (relating to
					 scope).