Chapter 11 - ETC

Front

Quality improvement is:

Back

a systematic and continuous process of measurement, feedback, and educations designed to improve human performance

Front

Quality assurance is:

Back

monitoring and evaluating performance systematically to ensure the desired standards of quality are being met.

Front

Quality assurance cannot separate what is thought to be happening from what is really happening.

Back

False

Front

Quality assurance is the “measurement” part of quality improvement. True or False?

Back

True

Front

Quality improvement programs use quality assurance findings to:

Back

develop strategies and training to help employees improve

Front

IAED ETC certification validates that you have the basic knowledge and skills necessary for an entry-level position in an emergency communication center.

Back

True

Front

Quality assurance specialists listen to audio recordings of randomly selected calls and:

Back

compare each call taker’s performance with specific protocol and customer service performance standards.

Front

Continuing dispatch education (CDE) should be an integral component of any emergency communication center’s QA/QI program.

Back

True

Front

Continuing dispatch education (CDE) should provide ETCs with:

Back

ongoing opportunities for practice and feedback