APCO/NENA ANS 18.104.22.1685 Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering
Frontline Public Safety Solutions provides a Web-Based Quality Assurance / Quality Improvement Program to comply with the APCO/NENA ANS 22.214.171.1245 Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering
Downers Grove, IL – Frontline Public Safety Solutions announces the
release of their QA Tracker. This cloud based software compliments
Frontline’s expansive suite of public safety software solutions and is
primarily designed to assist the Emergency Communications Center (ECC)
document, track and report on their quality assurance reviews.
around the current APCO/NENA ANSI Standard for Quality Assurance and
Quality Improvement Programs, the QA Tracker provides a mechanism for
the ECC to record and review how staff handles phone calls and the
dispatching of police, fire and emergency medical services.
late 2018, Jason Kern the Executive Director for Southeast Emergency
Communications (SEECOM) in Crystal Lake, Illinois approached several
software vendors with a concept to streamline the documentation and
reporting process for their Quality Assurance Program. “Frontline’s
ability to understand the importance of quality assurance and quality
improvement in our industry along with their willingness to develop a
product that centered around an industry standard was paramount in our
decision to partner with them,” said Kern. Over the next several months,
staff from Frontline and SEECOM collaborated and tested the concept
which culminated into QA Tracker.
Supervisory staff at SEECOM was
tasked with reviewing a specific number of calls per employee weekly
and entering them into a spreadsheet system. “The process worked, but it
was apparent that it consumed more time than intended,” Kern explained.
It also hindered the ability to look at individual and global
statistical trends. QA Tracker provides the ability to enter data and
for the center to look at statistics on an individual, shift and agency
level. Ben Laird the President of Frontline stated, “This is another
tool for our first responders which allows them to reduce staff time and
enhance the services they provide to the community.”
is to continue to improve on our ability to provide quality assurance
and help our staff with consistent feedback. My hope is that this helps
more centers with their QA endeavors,” said Kern.