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Three dispatchers were recently recognized for their performance on Quality Assurance (QA).

QA assessments of 911 telecommunicators by the APCO/NENA Standards for Quality Assurance (Association of Public-Safety Communications Officials) (National Emergency Number Association) are required for members of organizations using APCO/NENA developed standards. The assessments (top score is 100) are made on three to four randomly chosen medical emergency calls per telecommunicator each month. In addition, all calls involving CPR in progress, structure fires, missing or runaway juveniles and any other critical incidents are also required to be assessed. This adds up to over 800 total assessments per year.

Coffee County has 17 telecommunicators in three shifts. The top three individual assessment averages for 2024 were Jenny Arnold (99.91 average), Ashley Cantrell (99.76 average), and Amanda Bailey (average 99.15). 

“This honor is a reflection of the teamwork and dedication that defines Coffee County 911,” Arnold said.

“Being recognized at this level is an incredible experience,” Cantrell said. “This motivates me to continue striving for excellence in serving our community.”

“It’s an honor to be among such talented colleagues,” Bailey shared. “This achievement underscores the importance of teamwork and continuous learning.”

Overall, the 17 Coffee County 911 telecommunicators averaged a score of 95.96 for all of 2024.

Director Sam Harper commented that Operations Manager Robert Jarman conducts a majority of the assessments but also relies on the front-line supervisors to assist in the assessments.