Quality Success Story
Public Safety Quality Improvements
Using Verint Public Safety Solutions to improve quality and expedite cross-agency collaboration
The Emergency Operations Center for a large county in the Great Lakes region of the United States is focused squarely on providing high-quality services to its nearly 158,000 citizens. The center’s staff includes 22 full- and part-time call takers and dispatchers, some of whom are Emergency Medical Dispatchers trained to communicate both the nature and urgency of health- and injury-related emergencies to the county’s Emergency Medical Services team.
The Emergency Operations Center has been using Verint Public Safety Solutions since 1999 and today credits Impact 360 for Public Safety with helping it maintain peak performance, consistent with the standards set for the county’s Emergency Management Agency and its employees.
The agency’s Operations Supervisor notes that Impact 360 has helped call takers fine-tune their listening skills and convey more complete and accurate information to dispatchers and responding agencies. Today, call takers are motivated to listen more carefully to callers, rather than make assumptions about what has been said, and they use Impact 360’s instant recall functionality to quickly replay calls to gather any details they might have earlier missed.
Impact 360 for Public Safety enables the center’s supervisors to review calls and identify areas for additional training and coaching. Knowing that their calls may be evaluated, call takers and dispatchers are more conscious of the quality of their interactions. Some have even asked for specific calls to be reviewed, so that they can receive guidance on how best to handle certain types of situations.
The center’s Operations Supervisor also notes the Impact 360 for Public Safety enables them to provide call recordings to agencies and courts for legal proceedings quickly and easily - in as little as 15 minutes.
Find out what Impact 360 for Public Safety can do for your emergency communications or command & control center. Contact Verint today.