DEC Quality Assurance Program
At the Department of Emergency Communications (DEC), we’re dedicated to providing excellent service to our community and first responders. Our Quality Assurance (QA) Program helps us measure our performance, improve employee skills, and ensure call-takers treat citizens and first responders with professionalism and respect.
The QA Program identifies community needs, addresses concerns from first responders, and provides recommendations for improvement. Here's a closer look at what the program includes:
Call Review Section
Each month, we randomly select and review incoming calls to ensure quality service. Our QA team checks whether:
- The call-taker asked the right questions.
- The incident was coded properly.
- The information was shared with dispatchers quickly and accurately.
We use a standardized form to keep reviews fair and consistent. After each review, call-takers receive a score and have the chance to go over feedback to keep improving!
Customer Survey Section
We value your feedback! If you’ve called our emergency or non-emergency numbers, you'll have an opportunity to fill out an online customer satisfaction survey.
- Positive feedback: We display positive comments to recognize and celebrate our team’s great work.
- Concerns or suggestions: Surveys with negative feedback are carefully reviewed and addressed to help us improve.
First Responder Survey Section
We also check in with police and fire responders to ensure they’re receiving high-quality service from our dispatchers and call-takers.
- Randomly chosen responders receive a quick questionnaire via Interdepartmental Mail.
- Positive feedback gets recognized and celebrated.
- Any concerns are researched and addressed as needed.
This feedback is a key part of how we serve first responders better.
Records Request Section
Need a copy of a phone call, radio traffic, or a computer printout? The Records Request Section processes audio and record requests for:
- Citizens
- Private law offices
- First responders
- Subpoenas and more
How to Submit a Request
- Complete the Records Request Form.
- All requests must be approved by the proper authority. If the request is from a citizen or private attorney, the District Attorney’s Office must approve it to make sure there are no pending legal issues.
Important Notes
- Caller phone numbers will NOT be included in the audio.
- Any phone numbers in CAD (Computer-Aided Dispatch) reports will be removed.
- A fee may apply to cover the cost of providing records and audio, as required by state law.
All fees go to the Department of Emergency Communications.
Thank You for Helping Us Serve Better
Your feedback helps us stay at our best. If you have questions about the QA Program or need support, don’t hesitate to reach out. You can contact us at 615-401-6222 or email us at [email protected].