Measuring the PSAP Performance Metrics That Matter
Wednesday, June 21, 2017 | 1:00 - 2:00 p.m. ET
We've all heard the saying "You can't manage what you don't measure." Nowhere is this truer than in the public safety answering point (PSAP) where call handling, response times and quality of service can literally mean the difference between life and death. All emergency communication centers have performance targets they strive to meet – but are they the right measurements and goals? How effectively and efficiently are you able to track performance against them? Do you spend hours upon hours compiling statistics and sorting through data? How accurate and timely are the results? And once you have the data, how can you use it to make smarter decisions to optimize your PSAP's performance?
During this webinar, we'll review the current standards that define how most PSAPs measure performance today, the challenges involved and show you a better way. Register now.
Sponsored by 
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Lots of new additions and returning favorites will be taking place in theAPCO 2017 exhibit hall this year. Returning this year are App Island, Expo Quest, Resumé Review, New Products Zone, Presentation Theater and much more. New in 2017, see exciting demonstrations by K-9 teams trained in drug sniffing, bite work, obedience and tracking.
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Susan Stowell Corder, Director of Knowledge Management & Member Services
Susan has a bachelor’s of science from Virginia Tech and is APCO’s Director of Knowledge Management and Member Services. She oversees PSConnect, the association management system and all member services. She began her career with APCO in 1999 as a lead programmer and was an associate director in AFC and has managed APCO’s annual conference registration process. She now works closely with the APCO Institute and leads the member services department. As an avid learner, she is always taking a class, watching webinars or reading a book. A favorite leadership book is "Boys in the Boat".
Outside of work, Susan enjoys spending time with her family – two rescue dogs, her 8-year-old son and husband – as well as little league baseball, reading and all things outdoors including biking, hiking and kayaking.
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WKBN
Firefighters, police officers and emergency medical technicians are the people you see in an emergency, but what about the emergency responders who also help, but go unseen? Every time you call 9-1-1, the first person you talk to about your emergency is a dispatcher. The job is more than just a phone call, as dispatchers are responders who are ready to help at a moment’s notice.
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Urgent Communications
Since 2011, the National Association of State 911 Administrators (NASNA) has worked alongside NHTSA’s National 911 Program to collect important data from 9-1-1 centers across the country. This information is stored in the National Profile Database and has proved crucial for state and local 9-1-1 administrators to assess the level of 9-1-1 service and progress toward Next Generation 9-1-1 (NG9-1-1) services in their jurisdictions and across the nation.
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Belleview News-Democrat
If the Illinois General Assembly doesn’t pass a bill to renew and amend the Emergency Telephone Act, some residents may lose 9-1-1 service. Funding and authorization for 9-1-1 service is set to expire July 1, 2017, which would lead to dispatchers not being allowed to provide service.
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WOSU
Now is the start of the 2017 Atlantic hurricane season. The federal government is predicting there'll be at least 11 named storms, of which up to four could become major hurricanes. It's urging people who live along the coast to have a plan and emergency supplies. But some people are asking whether the government itself has everything it needs to respond to a natural disaster.
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