Quality Assurance: Achieving QA/QI in the PSAP

Course syllabus

Course Description

The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, constant changes within the PSAP, changes in technology, as well as customer expectations.

This class discusses the joint NENA/APCO Standard and focuses on the establishment of a quality improvement program for public safety communications personnel. NENA’s Quality Assurance: Achieving QA/QI in the PSAP is an 8-hour course designed to emphasize the importance of a quality improvement program with a focus on quality assurance reviews as a main tenant of the process.

Continuing Education Credits

1 point

IAED accepts NENA courses as continuing education. Get details at emergencydispatch.org/certification.

State Certifications:
Contact us for details regarding other certifications.

Interested in Attending or Hosting this course?

Find and register for an upcoming In-Person or Instructor-Led Online course.

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Who should attend?


What are they saying?

"Very clear materials and the material on the jump drive is very useful!"
"Good introductory to QA/QI class."
"I feel the information is valuable & a great resource to bring back to the office."
"I like that it can apply to my center. There were many great ideas shared from both the instructor & students."
"Learning new ideas to get better QA from employees."

Your Instructors:

John Ferraro, ENP

John is the Executive Director of Northwest Central Dispatch System (NWCDS) in Arlington Heights, Illinois and has been an active member of the public safety community for the last 25 years. In his current position, John oversees a 9-1-1 PSAP that handles police, fire, and EMS dispatch for 11 suburban communities of Chicago and services about 500,000 citizens.

Kevin Diluia, ENP

Kevin is the Deputy Director of Operations for the Northwest Central Dispatch System (NWCDS) in Arlington Heights, Illinois and a 9-1-1 professional of over 23 years.


In Person: Member $199 | Non-member $275 | Outright Purchase $4,000
ILO: Member $139 | Non-member $199 | Outright Purchase $2,800

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