You are the new communications center manager of a suburban 911 communications center. One of the key areas that the public safety commissioner requested that you focus on, as soon as you were settled in, was the implementation of a quality assurance (QA)/quality improvement (QI) program.
You are very familiar with this process from previous experiences, but you know that it may be a challenging sell to your staff. To this point, they have not had a structured QA/QI program and were only accustomed to being disciplined for any error. Develop a PowerPoint presentation that addresses three specific areas:
defining the QA/QI process,
describing what type of items will be evaluated and how, and
differentiating between a QA/QI process and punitive feedback.
You are encouraged to make this a fun, engaging presentation. References should be used so that your information is accurate, but you should not put so much content on the slide that you fail to maintain a positive perspective. Use your presenter’s notes to fully describe your ideas.
