A strong quality assurance program is only as effective as the evaluators behind it—and getting everyone on the same page is critical. "QA in Sync" is an immersive, 8-hour workshop designed specifically for 9-1-1 QA/QI educators, supervisors, and evaluators who want to sharpen their review skills and align on scoring, interpretation, and feedback delivery.

This workshop-style class invites participants to bring their agency’s policies and procedures and engage in multiple rounds of guided calibration using real and simulated 9-1-1 calls. Through small group collaboration and instructor-led facilitation, students will confront common inconsistencies, clarify gray areas, and develop strategies for objective, policy-aligned scoring.

Workshop highlights include:

·       Applying agency policy to real-world evaluations

·       Reaching evaluator consensus and minimizing subjectivity

·       Utilizing the SBI (Situation-Behavior-Impact) feedback model

·       Building a sustainable internal calibration process

·       Strengthening confidence in delivering clear, consistent feedback

"QA in Sync" is designed to complement foundational QA/QI courses by focusing on the people who carry out the evaluations—not the program framework itself. Ideal for established teams or new evaluators alike, this course is about bringing evaluators into alignment and reinforcing the integrity of your QA process.

Because consistency isn't just a goal—it's a promise to those we serve.