Alexandria, VA – The Association of Public-Safety Communications Officials (APCO) International is proud to announce the final approval of APCO/NENA Standard for the Establishment of a Quality Assurance and Quality Improvement (QA/QI) Program for Emergency Communications Centers on October 24.
APCO/NENA ANS 1.107.2-2025 was developed by APCO International in conjunction with the National Emergency Number Association (NENA) through APCO’s ANSI-accredited standards development process, bringing together subject matter experts from across the public safety communications field. It is designed to be flexible and scalable, allowing agencies of all sizes to implement effective quality assurance programs tailored to their specific needs.
The revised standard represents a significant update to the previous version, reflecting the evolving landscape of emergency communications. Key enhancements include:
- Expanded guidance on emerging technologies, including Next Generation 9-1-1 (NG9-1-1), artificial intelligence (AI) and automation.
- Updated best practices for evaluating call taking and dispatching performance.
- Enhanced protocols for handling high-acuity and catastrophic events.
- Comprehensive evaluation templates and scoring systems for law enforcement, fire and EMS incidents.
- Strengthened calibration and oversight processes to ensure consistency and fairness.
- Guidance on third-party data sources and threat/vulnerability monitoring.
“Quality assurance in emergency communications is not just about meeting standards—it’s about saving lives,” said Jack Varnado, president of APCO International. “This revised standard provides ECCs with the tools and framework they need to establish robust QA/QI programs that support telecommunicator excellence and continuous improvement.”
The first version of this standard stemmed from tragic events that highlighted the critical importance of quality assurance in emergency call processing. This revision ensures that emergency communications agencies have access to current, comprehensive guidance that addresses both traditional and emerging technologies.
Visit the APCO website to view the complete standard. For more information about APCO Standards email [email protected]
APCO International® (www.apcointl.org)
APCO International is the world’s oldest and largest organization of public safety communications professionals and supports the largest U.S. membership base of any public safety association. It serves the needs of public safety communications practitioners worldwide – and the welfare of the general public – by providing complete expertise, professional development, technical assistance, advocacy, and outreach.
