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Section Eleven: Performance Measurement and Quality Assurance 1. Peer review 2. Chart review 3. Direct observation 4. Physician advisor Central Lane Communications Center A number of quality measures are conducted to review the operations of the 9-1-1 Center, Central Lane Communications. Emergency Medical Dispatch (EMD) Currently, the 9-1-1 center uses a card-based protocol called the Medical Priority Dispatch System (MPDS). This system was originally developed by Dr. Jeff Clawson of Salt Lake City, Utah, and is now used worldwide. The department put MPDS in service last year, in order to gain valuable experience in its administration prior to the implementation of the new AIRS/CAD system. MPDS includes an integrated quality assurance (QA) system and data program. These programs allow for the measurement of a broad range of QA issues, such as adherence to specific EMD instructions. This QA package forms the data basis for much of our ongoing program. Communications Training and Evaluation Program (CTEP) The Eugene 9-1-1 Center has used CTEP since 1993. All communications center personnel are overseen by a CTEP coach as part of their 280-hour training period. All personnel are required to reach and maintain a minimum rating for a 40-hour period before finishing the final 40 hours of CTEP training, known as "certification week." During CTEP training, trainers rate the trainees' work performance against a set of standards. Daily Observation Reports are completed, as well as "weeklies" and an End-of-Phase Report is completed by the responsible shift supervisor. At the end of"phase" training the trainee takes a test and is required to attain a passing score of 70%. Department of Public Safety Standards and Training (DPSST) DPSST is mandated by the Office of Emergency Management (OEM) to set standards for all call takers, the entry level position in the 9-1-1 Center. Prior to beginning work in the center, they attend a Basic Call Taker Academy (BCTA). The BCTA requires 80 hours of classroom instruction. This is followed by a 40-hour DPSST-required EMD class with EMD certified instructors. At the conclusion, trainees are required to pass a test with a minimum score of 75%. Once the BCTA/EMD academy is completed, the newly hired personnel continue with an Advanced Telecommunicator's Academy (ATA) for an additional 160-200 hours. This training is geared to provide essential job knowledge that will be required once they move to the center for formal training. At the conclusion of the ATA, trainees are again administered a test and must attain a 70% passing score. Once in the center, personnel begin the CTEP training.