TTY Call Taker Proficiency & Quality Assurance

Document Information
Full name: 

TTY Call Taker Proficiency and Quality Assurance

Document type: 


Standard number: 


Document description: 

The purpose of this document is to provide recommendations toward the  implementation of a comprehensive Quality Assurance Program which includes training of call takers, conducting random, unannounced test calls, completing documentation of training and test calls, and conducting remediation activities to address identified deficiencies and equipment malfunctions.

In July of 1998, the U.S. Department of Justice published a technical assistance manual entitled Americans with Disabilities Act: Access for 9-1-1 and Telephone Emergency Services, which stated, “The Department believes that frequent testing is essential to ensure direct, equal access. Testing call takers and their equipment is also one of the most effective ways to ensure compliance with the ADA’s requirement that accessibility features are maintained in operable working condition” (DOJ, page 9).

In order to provide detailed information to assist PSAPs in establishing and maintaining an effective method of measuring call-handling proficiency, NENA has published this Operational Standard/Model Recommendation on TTY Call Taking Proficiency and Quality Assurance.

Committee Information
Committee Name(s): 

Operations – Accessibility

Committee type: 


Document Dates


Attachment Size
TTY Call Taker Proficiency & Quality Assurance 298.72 KB
Logs, Evaluation Checklist and Practice Scenarios – Word Format 172.5 KB