Linda Hancock

A 911 Quality Assurance supervisors job involves evaluating and improving the quality of 911 dispatch operations. this includes reviewing call recordings, assessing dispatcher performance, and identifying areas for training and improvement. the role also involves developing and maintaining quality standards, providing feedback to dispatchers and collaborating with other Departments to enhance the overall quality of emergency services

Call recording review: listen to and analyze 911 call recordings to access dispatchers performance against established quality standards.

Performance Evaluations:

Evaluates dispatchers handling of calls, including communication skills, prioritization of calls, and adherence to protocols.

• Assessed and prioritized emergency situations and assigned resources using sound, independent judgment.
• Accessed federal and local law enforcement information databases, obtained information regarding criminal history and relayed such information to field staff.
• Maintained contact with field units, accounted for location and status, tracked records of field calls and verified safety of field team members.
• Managed conflict resolution among team members, promoting open dialogue to address concerns constructively.
• Developed comprehensive employee schedules to maintain appropriate staffing levels at all times, minimizing response delays.
• Monitored call volume trends to anticipate peak periods and adjust staffing accordingly, optimizing resource allocation.
• Provided ongoing support to staff members facing challenging situations or complex calls, guiding them towards effective resolution strategies.
• Implemented quality assurance measures to ensure the accuracy and consistency of call handling, resulting in a high level of service for callers.
• Collaborated with local law enforcement agencies to optimize interdepartmental communication during emergencies.

• Monitored Police radios to provide assistance to responding personnel.
• Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
• Dispatched and coordinated emergency services teams according to high-priority calls.
• Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
• Read system maps and caller information, and documented details in system.
• Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.