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Quality Assurance Program

The Quality Assurance (QA) program aims to provide information regarding the overall ECC agency performance, the overall competency of employees, and the call-taker’s attitude and behavior toward citizens and first responders.  The QA program assists in determining community and first responder concerns, and promotes recommendations and suggestions for improvements.

The Call Review Section randomly chooses and reviews incoming calls on a monthly basis. The QA reviewers determine if the call-taker asked the basic questions, if the incident was coded properly, and if the appropriate information was forwarded to the dispatcher in a timely manner. This information is collected on a standardized form designed to be objective, non-subjective, and a consistent means of measurements. Each review receives a separate score and is discussed with the employee.

The Customer Survey Section measures the quality of service provided by the ECC, as viewed by the public. Citizens who have called the emergency and non-emergency numbers may go on-line and complete a customer satisfaction survey. Those surveys that are returned containing positive comments are displayed for recognition. Those surveys that are returned containing negative feedback are researched and dealt with accordingly.

The First Responder Survey Section measures the quality of service provided by ECC dispatchers and call takers as viewed by the police and fire responders. A questionnaire is sent free of charge via Interdepartmental Mail to responders, to complete and return to ECC. The responders are chosen randomly by the computer. Those surveys that are returned containing positive comments are displayed for recognition. Those surveys that are returned containing negative feedback are researched and dealt with accordingly.

The Tape Request Section handles all audio tape requests and computer print-outs from the public, private law offices, first responders, by court order, etc. All tape requests and/or computer print-outs must be approved by the proper authority before being released. The DA’s office must approve all citizen requests to ensure there are no pending litigations on the information contained therein.

The ECC does not include any caller phone numbers on the tapes. CAD printouts will also have the phone numbers and patient names distorted. Also in accordance with state law, a fee is charged for the reproduction of CAD records, documents, and tape recordings. This fee reflects only the normal costs associated with the production of the information. All fees are collected by and remain the responsibility of the Metro Nashville Police Department.