Prerequisites: Students should be experienced in communications center operations, have a working knowledge of communications policies and procedures, and be involved in the Quality Assurance/Quality Improvement process within their agency.
A Comprehensive Quality Program cannot be created overnight. A program must be thought out and prior planning efforts put into the system utilizing the methods of measurement and the analysis of results achieved. A successful Quality Program will require a systematic approach. This course will provide the necessary insight so that the proper tools and methodologies can be employed to make the Quality Program a vital and useful part of your organization.
- Quality Planning and Methodologies
- Standards and Liability in Quality Programs
- Building a Performance Evaluation Program
- Feedback and Coaching
- Surveys and Analysis
Class lecture is supplemented by practical exercises that help students apply the lessons to their own agency. Students not only learn about a Quality Program, but also learn how to implement the program within their agency.
CDEs Earned: 16
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* You must be a current Associate, Full or Commercial member to receive member discounts on all courses. Online members receive member discounts on online courses only.
Late fee $25 (applied 10 days prior to course start date)
Tuition includes a comprehensive course manual and all certification fees.
Additional shipping fees may apply for international shipments.
Massachusetts Registrants: Registration fees vary, depending of the number of course registrants. Fees will be adjusted at the start of the course, and you will receive a refund or revised invoice if necessary. For more info, contact [email protected].
Tuition for live courses does not include travel, lodging, meals or other costs. Online class tuition does not include web access fees or other local internet/web-related costs. Successful students will earn APCO Institute certification.