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Denise Amber Lee Foundation and VPI Partner to Launch '9-1-1 QA Every Day' Initiative

Date: 2015-09-17
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The Denise Amber Lee Foundation, the driving force behind many improvements to public safety 9-1-1 center procedures and quality assurance (QA), and VPI, a global leader in emergency communications recording and QA systems, have forged a trailblazing partnership. The two organizations will unite their expertise and passion for 9-1-1 QA to help educate public safety agencies as well as the general public on how to consistently and effectively review ‘9-1-1 QA Every Day,’ so that no more lives are lost due to human error on the part of 9-1-1 telecommunicators. 

The duties and responsibilities of those who serve our communities by processing emergency calls from the public have grown exponentially over recent years. Emergency response centers are challenged by the type and nature of the calls received. Critical focus must be maintained to ensure a high standard of performance is delivered each and every time through phone calls and radio transmissions.


The Denise Amber Lee Foundation has enlisted the services of the best and brightest QA practitioners to help agencies establish or improve their QA programs.  The Foundation was very active in the workgroup that crafted the recently ANSI-approved APCO/NENA Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points (PSAPs), and now aims to help the 9-1-1 industry to achieve the highest standard of care and practice by closing the gap on errors and mistakes, as well as reward excellence to improve staff retention.  Now that this mission is combined with VPI’s two decades of experience with QA processes and technologies, public safety agencies can benefit from:

  • On-site and regional training courses
  • Educational Webinars
  • QA/QI consulting workshops

“QA review is often the only mechanism that management has to be cognizant of the quality or lack of quality within their workforce,” said Nathan Lee, the President and Founder of Denise Amber Lee Foundation. “When correctly implemented, a QA/QI program provides an eye-opening experience, which can lead to a superior level of service to both, the public and first responders. With ‘9-1-1 QA Every DayTM,’ we are committed to helping every PSAP to get their QA program off the ground, or help them improve the effectiveness of their existing program. In short, our vision is seeing that every person fielding a 9-1-1 call is highly trained and prepared to do so.”

“The impact of training is limited if the professional telecommunicator isn’t being continuously monitored and reinforced for proper procedures,” said Chris Morrissey, president at VPI. “That is the purpose of the latest QA standard and our focus as we enter this partnership.” 

Complimentary Quality Assurance Training Webinar
All public safety agencies are invited to attend the complimentary live training webinar ‘9-1-1 Quality Assurance and Improvement (QA/QI) Best Practices and Tips’ on Thursday, October 29 at 1pm ET. The Denise Amber Lee Foundation will review key highlights of the new APCO NENA QA/QI Standard and VPI will share ways to automate quality assurance processes to assure consistency, fairness and impact of the QA program.

Register to attend here 

- Corporate News/ (via VPI, 9/16/15)


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