Quality Assurance

Sarpy County

2020 Call Data

2020 (as of November 30, 2020)
9-1-1 Call Volume:

Wireless 9-1-1 Calls Received  50,174 (85%)
Wireline 9-1-1 Calls Received        8,867 (15%)
Total 9-1-1 Calls 59,220

 
Average 9-1-1 calls per day = 177
 
Non-Emergency and Administrative calls:

Incoming Non-Emergency/Administrative Calls 65,872
Outgoing Administrative Calls 49,207
Total Administrative Calls             115,079

 
Average administrative calls per day = 344

2019 Call Data

2019
9-1-1 Call Volume:

Wireless 9-1-1 Calls Received 46,461 (82%)
Wireline 9-1-1 Calls Received      9,891 (18%)
Total 9-1-1 Calls 56,352

 
Average 9-1-1 calls per day = 154
 
Non-Emergency and Administrative calls:

Incoming Non-Emergency/Administrative Calls 88,470
Outgoing Administrative Calls 62,287
Total Administrative Calls             150,757

 
Average administrative calls per day = 413
 

 

2018 Call Data

2018
9-1-1 Call Volume:

Wireless 9-1-1 Calls Received 44,441 (81%)
Wireline 9-1-1 Calls Received      10,483 (19%)
Total 9-1-1 Calls 54,924

 
Average 9-1-1 calls per day = 150
 
Non-Emergency and Administrative calls:

Incoming Non-Emergency/Administrative Calls 94,490
Outgoing Administrative Calls 67,917
Total Administrative Calls             162,407

 
Average administrative calls per day = 445
 

 

2017 - Call Data

2017
9-1-1 Call Volume:

Wireless 9-1-1 Calls Received 45,713 (80%)
Wireline 9-1-1 Calls Received      11,079 (20%)
Total 9-1-1 Calls 56,792

 
Average 9-1-1 calls per day = 156
 
Non-Emergency and Administrative calls:

Incoming Non-Emergency/Administrative Calls 98,181
Outgoing Administrative Calls 70,781
Total Administrative Calls             168,962

 
Average administrative calls per day = 464
 

 

9-1-1 Calls Answered within 10 seconds

9-1-1 Calls Answered within 10 seconds:

2020 95.89% (as of November 30, 2020)
2019 93.25%
2018 93.05%
2017 93.45%

 
 
 

Percentage of High Priority Medical Calls Dispatched within 90 seconds

Percentage of High Priority Medical Calls Dispatched within 90 seconds

2020 90.00% (as of September 30,2020)
2019 95.31%
2018 91.31 % *2018 was a transition
                 year while implementing
                 ProQA
2017 95.30%

 

The Sarpy County Emergency Communications Department has developed a Quality Assurance and Quality Inspection (QA/QI) program to help us ensure that the agencies we dispatch for as well as our citizens are receiving our best level of service and to track that policies, procedures, and protocols are being followed. Our program is based on national standards established by APCO/NENA and Priority Dispatch®. We review a minimum of 2% of all calls for service in accordance with these national standards for the Call Taker position, and 3% of Emergency Medical Dispatch (EMD) calls in accordance with Priority Dispatch® standards.
 
For Call Taker QA evaluations, supervisors review two 9-1-1 calls per shift using a basic evaluation template that the dispatchers helped to establish. Based on these evaluations, we rate the quality of service that is being provided and make sure department policies and procedures are being followed. These evaluations provide us with information so that we can give recognition to dispatchers who consistently meet the highest standards while provide coaching, counseling or additional training to dispatchers who may need it.
 
Each week twenty-five EMD calls are reviewed and evaluated by Priority Dispatch®, the company that provides our EMD protocols. Using Priority Dispatch® to complete these evaluations ensures we are using the protocols correctly and allows us to provide dispatchers with timely feedback.
 
Our next phase is the addition of Law Radio Dispatch QA. A committee of dispatchers have established the guidelines, standards, and scoring that will provide the evaluation template for supervisors to use to review Law Radio Dispatch performance. After Law Radio Dispatch QA is established, we will add Fire/EMS Radio Dispatch to our QA program. Completion of this last section will indicate that calls can be evaluated from the moment the 9-1-1 phone rings through radio dispatch and to final disposition.