DELANA RILEY- QUALITY ASSURANCE COORDINATOR
My name is DeLana Riley; I am the Quality Assurance
Coordinator for LCCA. I have proudly
served Lea County for over 21 years. I am very proud of LCCA and the
accomplishments we have achieved over the past 4 years since Lea County consolidated
their 911 centers into the Lea County Communication Authority.
My job function is to assure that all Communication
Specialist follow all policy and protocols of the Center and obtain and relay
necessary information on all calls as needed. As the QA Coordinator I conduct
Quality Assurance Reviews (QAR’s) on each Communication Specialist. During the QAR’s I review, evaluate, and
measure compliance of calls with designated policy standards, and agency
expectations. I complete a monthly
report summarizing the reviews. Each
Communication Specialist must maintain a pre-determined compliance level each
month. Communication Specialists that
fail to meet the minimum requirements will be placed on a Compliance level
action plan outlined by the Quality Assurance Coordinator. At this point the Quality Assurance Coordinator
and the Training Officer work closely together to assist in additional training
to help improve scores for future compliance.
Additional training and/or progressive disciplinary action will
apply. This does not exclude incidents
that require immediate disciplinary action. All QAR’s are conducted privately,
and the employees are given the opportunity to provide feedback during their QA
review.
We at LCCA strive to provide the best possible service to
the citizens of Lea County and a large part of that service is making sure the
quality of our Communication Specialists continues to uphold the high standards
we place on them for the protection and support of the Citizens of Lea County.
LCCA QUALITY
ASSURANCE MISSION STATEMENT
The mission of the Lea County Communication Authority
Quality Program is committed to maintaining regular reviews to assure we are
providing quality service to all public safety agencies, enabling these
agencies to perform their duties effectively and efficiently; and to provide
requested services to our citizens and other departments in a courteous,
helpful and timely manner, while maintaining a high standard of
professionalism.