Users of PowerPhone’s Total Response system have access to one of the most effective public safety call-handling solutions in the industry. A key component of Total Response is call assessment, which measures performance from both an individual and organizational perspective.
Call Assessment offers opportunities to monitor delivery and adherence of performance to time standards, measure the consistency in dispatching the most appropriate resources to calls, verify that your PSAP staff resources are sufficient to support demand for service, and help identify future training needs.
The process of assessment is ongoing and using this same principle PowerPhone is constantly reviewing its products and services to ensure they maintain their relevance. As a result, our Call Assessment Certification (CAC) course has been recently updated. The course’s learning objectives are unchanged. Upon successful completion of the program students will have the skills needed to effectively utilize Total Response Assessment tools and understand how call assessment contributes to a broader quality assurance program in order to help guide their agency towards maintaining performance standards.
The call assessment tools provided within Total Response vary based upon the version of the Computer- Aided Call Handling (CACH) software being used, and the course now more easily supports users of either CACH version.
In line with other course upgrades, our updated online training experience now offers greater student interaction, primarily through the addition of more brain teaser activities to test knowledge and understanding of the course material. Students also are required to complete call assessment reviews of actual 911 calls utilizing the CACH assessment tool their agency has deployed. The objective of these exercises is to not only provide familiarity with the tools but to instill greater confidence in their own performance as call assessors.
Even though the course is completed via our online portal, feedback from an instructor is still regarded as being an important aspect of the learning process. At least one of the three assessment scenarios each student is required to complete is uploaded for comparison with how the instructor would have conducted the same assessment. Using this approach, students have greater flexibility as to when they complete their course material since the assessments replace the Practicum session that used to be conducted live with an instructor.
Of course, the review process alone isn’t enough to ensure any agency is meeting its goals. Part of the course now focuses on the appraisal of assessment outcomes and how to present and communicate them in a productive and professional manner. At the conclusion of the course, a multiple-choice test must be completed. Approximately half of the test questions focus on assessment theory and interpretation, while the other half deals with testing the students’ knowledge of the assessment tool they are using. Upon obtaining the required passing grade, students are awarded a Call Assessment Certification that is valid for 2 years.
If you are unfamiliar with our online course products and would like to view one, a sample course designed to illustrate the style of presentation and examples of brain teaser quizzes can be found on our website at: https://powerphone.com/online-course-sample/. Alternatively, if you would like to know more about Total Response or Call Assessment Certification, one of our customer service representatives would be happy to assist in answering any questions you might have.