Make review more consistent
Define the behavior being evaluated and give reviewers a common basis for documenting their judgment.
QUALITY ASSURANCE
Core offering911 QA. Automated insight, informed coaching.
Make 911 QA more useful with SmartScore AutoQA, Equature’s AI-assisted call evaluation, and SmartTRAC for documented reviews and coaching. Focus supervisor attention, check findings against the recording, and connect feedback with training.
- Focus the supervisor’s attention
- Document consistent reviews
- Turn feedback into a next step
BUILT AROUND THE WORK
Finding a coaching opportunity is only the first step.
A score alone does not tell a dispatcher how to improve. A strong QA process combines the communication, agency criteria, reviewer judgment, and a useful next action. Equature’s direction is to make that process easier to connect and repeat.
Use AI findings with context
SmartScore can help focus attention. Supervisors check the source communication before deciding what a finding means.
Follow through on feedback
Use SmartTRAC to keep the review and evaluation record, then set a specific coaching or practice objective.
THE CAPABILITIES
Make the next step easier.
For QA coordinators, shift supervisors, training leaders, and communications directors.
Talk through your requirementsFocus attention with SmartScore
Use AI-assisted scoring as an input to review. Let supervisors examine the audio and decide which findings deserve follow-up.
Document the human review
Use SmartTRAC to record manual QA reviews and performance evaluations. Make the feedback specific enough to support a productive conversation.
Carry the finding into development
Choose a coaching action, learning activity, or simulation objective. Return to later work to determine whether the behavior is improving.
A PRACTICAL EVALUATION
911 AutoQA and manual QA work best as a connected process
Automated QA helps direct attention to potential findings. Manual review establishes context and determines what the finding means. Connect both with documented feedback, relevant training, and a follow-up review.
Use AI assistance to focus the review
Evaluate SmartScore AutoQA against your agency’s criteria and representative recordings.
- Compare findings with a calibrated human review.
- Check incorrect flags, missed findings, and ambiguous audio.
- Confirm supported sources, criteria, and access before rollout.
Give every confirmed finding a next step
SmartTRAC supports the record of the review and the conversation about development.
- Return to the original audio before deciding on feedback.
- Choose relevant Apprentice learning or SmartSim practice.
- Document progress against the same behavior in subsequent work.
A PRACTICAL EXAMPLE
Turn one QA finding into a development plan.
A reviewed call suggests that a dispatcher could improve how they confirm important information.
Illustrative agency workflowFollow the broader processVerify the finding against the original communication and your review criteria.
Document the behavior and agree on a focused coaching or practice activity.
Review a later example using the same expectation and discuss the evidence of progress.
THE QUESTION TO COME BACK TO
Is the feedback specific, is there an owner for the next action, and can the next review show whether the behavior changed?
START WITH YOUR CENTER
Make your first step concrete.
Bring the people and requirements behind the work. We’ll use them to build a walkthrough around your agency.
Use the practical guideYour review criteria
Bring a current QA form and examples your reviewers can use for calibration.
The people in the process
Identify who reviews, who gives feedback, and how employees see relevant information.
Your first improvement loop
Choose a behavior, a development action, and a way to evaluate it again.
BEFORE YOUR NEXT STEP
Your questions, answered.
What is 911 quality assurance software?
911 QA software helps a PSAP evaluate communications against its review criteria, document findings, and follow up with employees. Equature connects AI-assisted evaluation, structured manual reviews, and coaching with the broader staff development process.
What is AutoQA for 911 calls?
AutoQA uses automated analysis to assist call evaluation. Equature’s SmartScore supports AI-assisted QA so a supervisor can investigate findings, listen to the original communication, and decide what feedback or follow-up is appropriate. Automated output needs human context and review.
How does automated QA differ from manual call review?
Manual QA depends on a reviewer listening and evaluating selected communications. Automated QA can help direct attention across recorded information and identify items to investigate. A useful process combines that assistance with human judgment, documented criteria, and calibration between reviewers.
Does automated QA guarantee accurate scoring or review every call?
Evaluate coverage and reliability using representative recordings and your actual criteria. Ask which sources and evaluation types are supported, how exceptions are surfaced, and how a supervisor checks or corrects findings. Do not assume universal coverage or a guaranteed accuracy percentage.
How can a 911 QA finding become dispatcher training?
Confirm the finding against the call, document specific feedback in SmartTRAC, and choose a relevant learning or SmartSim practice activity. Follow up with another review to see whether the behavior improved.
Is AutoQA included with free QA?
The free SmartTRAC starting point includes manual QA, employee performance evaluations, related reports, and limited My Record access. AI-assisted evaluation and other modules have their own access requirements; confirm those in your walkthrough.
MAKE IT YOURS
See what this could look like in your center.
We’ll walk through the relevant tools, the available configuration, and a practical first step for your team.
Build your walkthrough