Quality Assurance

Quality assurance plays an important role in the continual improvementNAEMD of an emergency dispatcher. Plano PSC has three full-time quality assurance employees dedicated to providing feedback on Police, Fire, and Emergency Medical Calls.

For callers experiencing an medical emergency, Plano PSC provides medical protocols established by the International Academy for Emergency Dispatch (IAED), a non-profit organization promoting safe and effective emergency dispatch services world-wide. The Quality Assurance Staff continually monitors and mentors PSC personnel to ensure we are meeting NAEMD's standards, and that our callers are provided the best service and over-the-phone instructions possible.

Jennifer Himes, Compliance Supervisor, leads our Quality Assurance Team and manages the CALEA Accreditation process. If you have any questions about how we handle police, fire, or medical calls, please contact one of our Quality Assurance Coordinators, email Mark Orona or email Elise Williams or email Chris Edwards.