Quality Assurance

The Chester County Quality Assurance Division is responsible for Quality Reviews of the emergency calls in the 9-1-1 center. We also review police dispatching and fire dispatching. Doing Quality Reviews is a part of a requirement from the Pennsylvania Emergency Management Association (PEMA). We follow guidelines and standards that have been approved by PEMA. We are also audited every two years to assure we stay in compliance. 

We are also responsible for any evidence requests from law enforcement agencies or attorneys, including the District Attorney’s Office. We handle around 150 of these requests every month. Occasionally we are subpoenaed to testify in court to verify the 9-1-1 call and logs associated with it. 

The Quality Division is responsible for any data requests related to emergency calls. We supply many police, fire, EMS and municipal agencies with statistical data to get an accurate picture of their volume. This data can be very useful in staffing and crime statistics within each jurisdiction. 

We are responsible for working with the Open Records Department to investigate Right-to-Know Requests. 

We manage the recording equipment in the 9-1-1 center. All emergency phone lines and radio traffic is recorded 24/7. These recordings are kept in the regular course of business. We maintain these recordings for a minimum of 30 days on file in accordance with the Records Retention Laws of Pennsylvania. 

We are also responsible for supplying accreditation letters to law enforcement agencies in accordance with Pennsylvania Law Enforcement Accreditation Commission. 

The Quality Division can also be activated when needed to assist in our Emergency Operations Center (EOC) as well as support the 9-1-1 center to backfill positions when extra staffing is needed.