Core911 — The Complete Platform for 911 Dispatch Centers
Core911 unifies every dimension of dispatcher workforce management — structured training, call quality review, CTO programs, personnel documentation, recognition, and compliance reporting — in a single platform built specifically for PSAPs.
The joint NENA/APCO standard 1.107.2-2025 defines what a QA/QI program in a PSAP should look like, what it should measure, and how it should be documented. Agencies seeking NENA or APCO accreditation are evaluated against it. But the standard describes outcomes, not a specific software implementation — and most PSAPs are trying to meet those outcomes with tools that weren't designed for the job: spreadsheets, generic rubric forms, and manual tracking systems that make consistent QA review difficult to sustain at scale.
Core911's QA module is built around the NENA/APCO standard's structure. Call evaluations use a pre-loaded scoring framework that maps to the standard's required elements: call processing, protocol adherence, customer service, and documentation accuracy. Supervisors complete evaluations using a structured scoring wizard that enforces consistency — every evaluator is working from the same rubric, with the same scoring scale, against the same compliance criteria. Completed evaluations are signed, timestamped, and stored in a searchable audit trail.
The compliance tracking dashboard gives supervisors a real-time view of QA completion rates, score distributions, and trend lines by dispatcher, by shift, and by call type. When a dispatcher's scores fall below threshold in a specific category, the system flags it for action plan tracking. When a center is preparing for accreditation review, the QA report exports in a format designed for auditor submission — not a spreadsheet assembled the week before the visit.
