CED Quality Control & Process Improvement 3

Question 1

Which of the following is an example of a 'leading indicator' in dispatch center quality management?

Accepted Answer

Dispatcher training hours completed this month

Answer

Training hours completed is a leading indicator because it predicts future performance before outcomes are realized.

Question 2

During a peer review session, one dispatcher gives another dispatcher an inflated score to avoid conflict. This behavior is known as:

Accepted Answer

Leniency bias

Answer

Leniency bias occurs when reviewers assign higher scores than performance warrants, often to avoid uncomfortable feedback.

Question 3

A Certified Emergency Dispatcher is reviewing a call where the dispatcher asked unnecessary questions before confirming the address. Which QC dimension does this PRIMARILY affect?

Accepted Answer

Efficiency

Answer

Asking unnecessary questions delays life-safety information gathering, directly reducing call efficiency.

Question 4

What is the purpose of 'calibration sessions' in a dispatch QC program?

Accepted Answer

To ensure evaluators apply scoring criteria consistently across the team

Answer

Calibration sessions align evaluators on how to score calls so that QC results are reliable and comparable across reviewers.

Question 5

Under APCO and NENA standards, what minimum percentage of a dispatcher's calls should typically be reviewed monthly in a structured QC program?

Accepted Answer

5–10%

Answer

Industry standards generally recommend reviewing 5–10% of calls monthly to provide a statistically valid sample without overburdening QC staff.

(CED) Certified Emergency Dispatcher Practice Test

(CED) Certified Emergency Dispatcher Practice Test

CED Quality Control & Process Improvement 3