Quality Assurance

Barry County Emergency Services E9-1-1 has instituted a rigorous Quality Assurance program, that starts the first day on the job.  Prospective candidates have gone through a screening process that address their general knowledge and a background check.  Applicants also go through an oral board and an observation period in dispatch.

During the first three weeks of training, employees are tested / quizzed daily on the information and training that they are receiving.  Benchmarks have been set and each trainee must meet these and pass the initial certifications prior to moving on to the next phase of training.  Once the trainee starts the on the job (OJT) portion of the training, daily observation reports are completed by the Certified Training Officer (CTO).   These observation reports track the daily progress of the trainee and at the completion of each shift, the Training Officer will re-cap and document the day’s events with the trainee.  The trainee is required to reach certain benchmarks before progressing.  This process is also monitored by the Dispatch Supervisor and Executive Director.  Daily observations, computer logging and audio recordings are used for all Quality Assurance evaluations.

After the completion of the on-the-job training process and being released from the training program, all employees are evaluated by the senior shift personnel and / or the Operations Manager.   Priority calls are reviewed on a weekly basis, or as needed, along with non-priority calls that are randomly selected to assure compliance with Policies and Procedures.  A percentage of priority calls are processed through a Quality Assurance program that grades each call and measures the calls based on an established standard that meets and exceeds the industry standards.

Policies and Procedures are continually being evaluated and changed to stay up with the current laws and technology of the industry.  All employees are required to do monthly training that will evaluate and continue the learning process and maintain certifications on a yearly basis.

Barry County Emergency Services E9-1-1 uses internationally recognized protocols for police, fire and medical dispatching.  In 2016, Barry County E9-1-1 received an international recognition for maintaining a high standard of excellence for medical dispatching.  Barry County Emergency Services E9-1-1 is one of five agencies in the state of Missouri that has received and maintains this accreditation.  Boone County Joint Communications, Mercy Emergency Services Communications Center, Jasper County Emergency Services and Taney County Ambulance District are the other four agencies that have also earned and maintain this Accreditation.

In July 2022, Barry County Emergency Services E9-1-1 received international recognition for maintaining a high standard of excellence for police dispatching.  Our agency is one of two agencies in the state of Missouri that has received this accreditation.  Boone County Joint Communications is the only other agency in the state that has earned and maintain this Accreditation.