911 Quality Assurance Evaluator (December)

The field of public safety communications continues to evolve as lessons learned are incorporated and efforts are made to improve the quality of service provided during times of crisis. Over time we have recognized that training is only one piece and that we must ensure Public Safety Telecommunicators are continually performing at acceptable levels once out of training. Many centers have a Quality Assurance program, but often the personnel involved do not have formal training. This 16-hour self-paced course will help you prepare to be an effective quality assurance evaluator and assist your agency in upholding a high-quality level of service. (It is not required that your center have a Quality Assurance program in place to take this course.)
  • Introduction
  • Course Introduction
  • Introductions
  • DALF Online Learner Lounge
  • Course Workbook
  • Chapter 1
  • Chapter 1: The Role of a Quality Assurance Evaluator
  • Chapter 1 Review
  • Chapter 2
  • Chapter 2: Quality Assurance Evaluator Skills
  • Chapter 2 Review
  • Objective Comment Scenarios Assignment
  • Chapter 3
  • Chapter 3: Quality Assurance Evaluator Knowledge
  • Case Evaluation & Scoring Template Responses
  • Chapter 3 Review
  • Skill Practice
  • Evaluation Practice
  • Chapter 4
  • Chapter 4: Legal Knowledge
  • Chapter 4 Review
  • Chapter 5
  • Chapter 5: Stress Management
  • Chapter 5 Review
  • Final Exam & Course Survey
  • Final Practical Exercise
  • Additional Practice
  • Final Practical Exercise Submission
  • Quality Assurance Evaluator Final Exam
  • Course Survey
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever