911 Call Taking And Dispatch Quality Assurance Services

Background
The City of Portland, Oregon, through its Bureau of Emergency Communication (BOEC), is seeking proposals for 911 Call Taking and Dispatch Quality Assurance Services. The goal is to enhance the quality assurance processes for police-related emergency calls, as the BOEC currently does not meet national standards for reviewing such calls.

The selected vendor will work closely with BOEC to establish a new Police Quality Assurance Program, ensuring compliance with established policies and protocols.

Work Details
The contractor will provide remote quality assurance case reviews of emergency 911 phone calls for police services. Specific tasks include:
1. Call Quality Assessment: Evaluate the quality and accuracy of 911 calls and adherence to call handling procedures.
2. Dispatch Process Assessment: Review the efficiency of the dispatch process and validate adherence to guidelines.
3. Performance Metrics Monitoring: Develop key performance indicators (KPIs) and regularly report on performance metrics.
4. Training and Feedback: Provide constructive feedback to dispatchers and recommend training programs to address gaps.

Period of Performance
The contract is anticipated to commence on November 1, 2024, with an initial term of three years and options for renewal.

Place of Performance
Services will be performed remotely, utilizing BOEC’s Verint Logging Recorder and Quality Management software.