When it comes to emergency situations, there’s no substitute for a highly efficient 911 program. Best practices in 911 quality assurance include reviewing prior performance, keeping operators informed of how they are being monitored, including transparent assessment criteria, and ensuring the latest in data analytics technology is used for the most accurate.

In 2015, after nearly 50 years in existence, the 911 Association (otherwise known as NENA: the National Emergency Number Association) introduced the new standard for Quality Assurance and Quality Improvement. The quest for a unified standard was long in coming and today constitutes the backbone of best practices for 911 operation centers and the staff comprise.