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Section Eleven: Performance Measurement and Quality Assurance <br /> <br />Fire Dispatch Contracts - Performance Standards <br /> <br />Beginning in 1998, the Lane County Fire Defense Board requested the adoption of a set of <br />standards for all 9-1-1 Center personnel relating to fire and EMS dispatching services. These <br />standards were formally adopted March 15, 2000, and include four performance measures: <br /> <br />1. Call answer to call entry time: The time the phone is answered to the time when the call is <br /> entered into CAD. <br /> <br />2. Receive to dispatch time: The time when a call is entered into CAD, to the time the call is <br /> toned out for dispatch. <br /> <br />3. Accuracy in providing EMD: How often call takers precisely follow EMD instructions when <br /> on the phone with a caller. <br /> <br />4. Accuracy in dispatching protocol: How often dispatchers follow exact policy or procedure. <br /> <br /> 80 <br /> <br /> <br />