The Quality Division of the Department of Emergency Services conducts standard, routine and requested reviews of the Emergency Communications/9-1-1 Center operations. This division provides support and an independent view of quality issues anywhere in the Department.

The Quality Division reviews and makes recommendations concerning the state of training of the 9-1-1 communications center telecommunicator force. Frequent discussions with responder agencies and citizens combined with analysis of quality metrics allows a proactive approach to improving service while facilitating rapid identification and correction of adverse trends.

The Quality Division also provides assistance to agencies involved in court related matters that would require audio and incident documents for court proceedings.

The Quality Division also oversees the EMS Charts and Firehouse software incident reporting systems.

For questions, comments, or suggestions, please contact the Assistant Director for Quality.