Dauphin County's 9-1-1 telecommunicators are specially trained, highly skilled individuals who follow scripted Protocols and operating guidelines to ensure that every caller and every incident receives the highest level of quality care. To continue this level of service on a day-to-day basis, the telecommunicators are constantly receiving up-dates, continuing education, re-certification exams, new specialized training, and quality assurance reviews.

The quality assurance reviews are performed on each telecommunicator through the following process:

• Randomly selecting events that a telecommunicator either processed or dispatched
• Reviewing the incident to ensure the established Protocols and operating guidelines are followed
• Providing a graded feedback report to the telecommunicator which is also reviewed by his/her Shift Manager.

The team responsible for this process is known as the Quality Improvement Unit (QIU). The QIU is made up of a mixture of experienced telecommunicators, supervisory-level telecommunicators, and management personnel. The review process is performed several times a week and the data collected from reviews is used as an evaluation tool for the telecommunicator, to develop training programs for the Agency, and to identify ways to improve the services provided to the community.

Quality assurance standards are outlined in the National Academy of Emergency Dispatch (NAED) Protocol license-agreement and by Pennsylvania Statute (4 PA. Code Chapter 120d).