How to use this dashboard
The data in the dashboard below reflects the results of all quality assurance assessments from 2022 moving forward. The dashboard displays a holistic view of the Quality Assurance program with the following filters:
1.        Call Date – Date the call took place.
2.        Protocol – Police, Fire, or Medical.
3.        Determinant – Severity of incident.
4.        Focused/Random – Determines if Quality Assurance test was assessed on a random or targeted instance.
5.        Chief Complaint – Problem type of incident.
About this data:
In February of 2022, the Emergency Communications Center (ECC) launched a new Quality Assurance program to monitor the performance of call takers and dispatchers. The data for these assessments are being tracked and recorded in the Cincinnati Emergency Communications Center's (CECC) database, allowing for transparency both within the organization and citywide. The system grades call takers and dispatchers based on the number of times they deviate from the standard procedure while on a call, as well as the severity of each instance. The grading scale is divided into 5 major categories:
1.        High Compliant – The highest possible grade, no deviations made.
2.        Compliant – Very few, minor deviations made.
3.        Partial Compliance – More deviations than normal.
4.        Low Compliance – Many deviations, potentially of moderate severity.
5.        Non-Compliant – The lowest possible grade, potentially major deviations made.
These levels of compliance are determined based on the standards provided by the International Academies of Emergency Dispatch. The International Academies of Emergency Dispatch (IAED) is a stand-setting organization for emergency dispatch and response services worldwide. IAED provides an accreditation program known as Accredited Center of Excellence (ACE).  ACE promotes organizational excellence in public safety communications by encouraging committed agencies to complete a rigorous and measurable set of globally recognized best practices.  The CECC uses the ACE benchmarks to measure protocol compliance and set performance goals of call take staff.  You can learn more about ACE at https://www.emergencydispatch.org/what-we-do/accreditation
To earn this accreditation, the CECC must achieve a rate of no more than 7% of Non-Compliant calls, no more than 10% of Low Compliant calls and no more than 10% of Partial Compliant calls. Achieving this is all three disciplines (police, fire, and medical) would place the CECC amongst some of the highest performing emergency response/dispatch centers in the nation.