Denise Amber Lee Foundation Quality Assurance Program

Striving for Excellence, One 9-1-1 Call at a Time

 

An effective quality assurance (QA) program is essential to ensuring your center operates at a level of excellence. This excellence translates into better service for callers and responders, ultimately helping to save lives. At the heart of our Quality Assurance (QA) program is a commitment to collaboration and customization. We recognize that every agency is unique, with distinct challenges and goals. That’s why our approach focuses on partnering with you to meet your QA needs.

 

Customizable QA Solutions for Every Stage

Whether you’re just beginning to explore quality assurance or looking to refine an established program, we offer a range of services designed to align with your objectives:

 

 

QA Essentials Assessment

For agencies without a formal QA program or those seeking to improve their current processes, this foundational service evaluates your needs. Our team reviews your existing policies, procedures, protocol systems, and QA practices (if any) to identify strengths and gaps. We provide tailored recommendations aligned with national standards, ensuring you have a roadmap for success.

Comprehensive QA Reviews

If you’re ready to outsource your QA needs, our experienced team is here to help. Following an in-depth assessment of your current practices, we take over the review process, offering objective and thorough case evaluations. Whether working independently or alongside your team, we ensure your QA program operates seamlessly, allowing you to focus on your center's operational priorities.

Quality Assurance Insights via Frontline Public Safety Solutions

Building on our review services, and in partnership with Frontline Public Safety Solutions, we can deliver actionable insights that enhance your team’s performance. By leveraging advanced analytics and reporting, we uncover trends, identify opportunities for growth, and recommend targeted training. This collaborative effort ensures alignment with best practices and drives continual improvement.

Quality Assurance Program Development

For agencies ready to build or expand their in-house QA capabilities, we offer hands-on guidance to create a robust program tailored to your needs. From reviewing policies and recruiting team members to providing specialized training, we work closely with your center to establish a sustainable, high-performing QA team. Our support extends through every stage, empowering your team to maintain excellence independently.

Testimonials

The entire team at Denise Amber Lee Foundation is truly dedicated to making sure your agency's program not only succeeds but that your team members are given POSITIVE and CONSTRUCTIVE feedback that will increase employee buy-in and in turn public safety during the process. If you are thinking of developing a QA program for your agency Denise Amber Lee should be your first, last, and only call.

Christopher Campbell

Communications Administrator, Town of Falmouth

We really couldn’t be happier with EMD QA service that DALF is providing. Why didn’t we think of doing this sooner?!

Our resources are limited, with DALF doing our EMD QA, we are able to get more accomplished.

M. Ross Klun, MPA, ENP

Executive Director, Nashoba Valley Regional Dispatch District

The Denise Amber Lee Foundation quality assurance service being provided is professionally completed and provides a completely unbiased evaluation process. Additionally, the service provides accountability, while also saving valuable time. Our agency appreciates the level of detail and feedback provided the impartial evaluators.

Carol-Ann Days

Director of Communications, Seekonk Massachusetts PD

By partnering with the foundation for 3rd party QA, we are able to provide our telecommunicators with a thorough, completely independent, high quality review of their calls they process in a timely manner. We have limited admin support and would not be able to provide an in-house product that is anywhere near what we receive from the foundation.

Gregory Lynskey

Communications Center Director, South Worcester County Communications Center

Collaborative Path to Excellence

At every level, our focus is on collaboration. We work side by side with you to design and implement a QA program that reflects your agency’s unique needs. Our goal is to enhance the quality of your services, ensuring that every call handled by your team meets the highest standards. Together, we can build a program that protects and serves your community, fostering trust and confidence among citizens and responders alike.

Let us help you shape the future of your QA program—tailored, collaborative, and focused on excellence.

Interested in our Quality Assurance Program, and want to get some information?

Send us a message below and we'll be happy to provide you information about our Quality Assurance Program services and capabilities.