Answering the phone comes first, as it should. QA competes for the same limited hours. Some centers get to it inconsistently. Some do not get to it at all. It is not a caring problem. It is a time problem, and over time, it can become a culture problem.
When reviews depend on who has a free minute, which calls happen to be sampled, or how an individual supervisor interprets them, feedback can feel personal instead of factual. Expectations become less predictable, and call-takers are left wondering where they stand and what they need to improve.
Automated QA gives centers a consistent starting point. Every call can be evaluated against the same standards, while supervisors remain in control of what is confirmed and shared. Feedback becomes more complete and timely, helping call-takers self-correct sooner and giving supervisors more time to coach, recognize patterns, and check in before an issue becomes disciplinary.
Join Axon 911 for a practical panel discussion with 911 leaders on how objective, consistent feedback can strengthen trust, improve coaching, and build a healthier PSAP culture, even when the phone never stops ringing.
What You’ll Learn
- How inconsistent QA can quietly erode trust and team culture
- Why objective, consistent feedback feels fairer and more actionable
- How supervisors can spend less time scoring and more time coaching
- How leading PSAPs are using QA to support training and improvement
Panel
- Michael Berry, ENP — Director, Summit 911, CO
- Ann Marmon — Communications Supervisor, Summit 911, CO
- Brandiann O'Marah — QA Manager, City of Jonesboro 9-1-1, AR
- Cristy Hundley — Training Coordinator, City of Jonesboro 9-1-1, AR
- Paul McCallister — Sr. Public Safety Sales Engineer, Axon 911
.svg)