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Quality Assurance
The Sarpy County Emergency Communications Department has developed a Quality Assurance and Quality Inspection (QA/QI) program to help us ensure that the agencies we dispatch for as well as our citizens are receiving our best level of service and to track that policies, procedures, and protocols are being followed. Our program is based on national standards established by APCO/NENA and Priority Dispatch®. We review a minimum of 2% of all calls for service in accordance with these national standards for the Call Taker position, and 3% of Emergency Medical Dispatch (EMD) calls in accordance with Priority Dispatch® standards.
For Call Taker QA evaluations, supervisors review two 911 calls per shift using a basic evaluation template that the dispatchers helped to establish. Based on these evaluations, we rate the quality of service that is being provided and make sure department policies and procedures are being followed. These evaluations provide us with information so that we can give recognition to dispatchers who consistently meet the highest standards while provide coaching, counseling or additional training to dispatchers who may need it.
Each week twenty-five EMD calls are reviewed and evaluated by Priority Dispatch®, the company that provides our EMD protocols. Using Priority Dispatch® to complete these evaluations ensures we are using the protocols correctly and allows us to provide dispatchers with timely feedback.
Law Radio Dispatch QA
Our next phase is the addition of Law Radio Dispatch QA. A committee of dispatchers have established the guidelines, standards, and scoring that will provide the evaluation template for supervisors to use to review Law Radio Dispatch performance. After Law Radio Dispatch QA is established, we will add Fire/EMS Radio Dispatch to our QA program. Completion of this last section will indicate that calls can be evaluated from the moment the 911 phone rings through radio dispatch and to final disposition.
- 2023 Call Data
- 2022 Call Data
- 2021 Call Data
- 2020 Call Data
- Percentage of Calls Answered Within 10 Seconds
- Percentage of High Priority Medical Calls Dispatched Within 90 Seconds
As of August 31, 2023
911 Call Volume:
Calls Received | Amount |
---|---|
Total 911 Calls | 45,622 |
- Average 911 calls per day = 188
Non-Emergency & Administrative Calls:
Calls | Amount |
---|---|
Incoming Non-Emergency/Administrative Calls | 42,747 |
Outgoing Administrative Calls | 33,890 |
Total Administrative Calls | 76,637 |
- Average administrative calls per day = 315
911 Call Volume:
Calls Received | Amount |
---|---|
Wireless 911 Calls Received | 52,080 (84%) |
Wireline 911 Calls Received | 10,123 (16%) |
Total 911 Calls | 62,203 |
- Average 911 calls per day = 170
Non-Emergency & Administrative Calls
Calls | Amount |
---|---|
Incoming Non-Emergency/Administrative Calls | 64,740 |
Outgoing Administrative Calls | 49,080 |
Total Administrative Calls | 113,820 |
- Average administrative calls per day = 312
911 Call Volume:
Calls Received | Amount |
---|---|
As of December 31, 2021 | |
Wireless 911 Calls Received | 58,170 (85%) |
Wireline 911 Calls Received | 10,355 (15%) |
Total 911 Calls | 68,525 |
- Average 911 calls per day = 188
Non-Emergency & Administrative Calls
Calls | Amount |
---|---|
As of December 31, 2021 | |
Incoming Non-Emergency/Administrative Calls | 66,376 |
Outgoing Administrative Calls | 55,665 |
Total Administrative Calls | 122,041 |
- Average administrative calls per day = 334
911 Call Volume
Calls Received | Amount |
---|---|
Wireless 911 Calls Received | 54,707 (85%) |
Wireline 911 Calls Received | 9,757 (15%) |
Total 911 Calls | 64,464 |
- Average 911 calls per day = 176
Non-Emergency & Administrative Calls
- Average administrative calls per day = 340
Year | Percentage |
---|---|
2023 |
94.61% as of August 31, 2023 |
2022 | 94.07 % |
2021 | 95.92 % |
2020 | 95.85 % |
Year | Percentage |
---|---|
2023 | 97% as of August 31, 2023 |
2022 | 97% |
2021 | 92% |
2020 | 93% |
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William Muldoon
Emergency Communications Director
-
Emergency Communications - 911
Physical Address
1210 Golden Gate Drive
Suite #1300
Papillion, NE 68046-2946
Phone: 402-593-4111Emergency Phone: 911
Hours
24/7, 365