Achieving 100% Call Quality Assurance: A New Standard for 911 Emergency Calls

A New Era of 911 Call Quality Assurance

In a significant move towards enhancing public safety, RapidSOS has collaborated with the Denise Amber Lee Foundation to establish a groundbreaking standard in emergency call quality assurance (QA). This partnership aims to ensure that 100% of 911 calls are evaluated, reaching an unprecedented level of scrutiny in emergency services nationwide.

The Need for Improved Call Quality

For years, public safety agencies have faced challenges in meeting even modest benchmarks for call reviews, with manual reviews only covering 1 to 3% of total calls. This was highlighted by Nathan Lee, founder of the Denise Amber Lee Foundation, who has long questioned the potential outcomes if every 911 call were properly reviewed. This collaboration responds to that challenge by instituting a system where every call is assessed, providing invaluable feedback to telecommunicators and ensuring a higher standard of emergency response.

Cutting-Edge Technology Meets Human Expertise

The heart of this initiative lies in the integration of RapidSOS's HARMONY AI technology, which boasts the capability to score every 911 call within 90 seconds after it concludes. Each assessment is not only automated but also meticulously tied back to the specific points in the transcript that triggered the scoring. This ensures precision and accountability in the evaluation process. Furthermore, the Denise Amber Lee Foundation’s certified evaluators will customize scorecards for each public safety agency, offering tailored support and continuous calibration to adapt to the specific needs of different environments.

Michael Martin, the CEO of RapidSOS, emphasized the importance of providing robust support to telecommunicators. Given the life-and-death nature of the calls they handle, it is crucial that the QA program reflects the same level of care and diligence that these professionals exhibit daily.

A Commitment to Excellence

The RapidSOS QA module, now available for Emergency Communication Centers (ECCs) utilizing the RapidSOS UNITE platform, heralds a new chapter in the way emergency services maintain and assess call quality. Agencies looking to fortify their response mechanisms can request demos and get further insights at the upcoming NENA Annual Conference in Columbus, Ohio, scheduled from June 27 to July 2, 2026.

This initiative not only strives to elevate the standards of emergency call handling but also serves a broader purpose—to safeguard the public and ensure that no family endures the trauma experienced by Nathan Lee and countless others affected by communication failures in emergencies.

A Foundation Built on a Tragic Past

The Denise Amber Lee Foundation, established in memory of Nathan’s late wife, Denise, who tragically lost her life due to critical lapses in communication with 911 dispatchers, aims to prevent such occurrences from happening in the future. The foundation's mission emphasizes the necessity of comprehensive training and accountability among 911 dispatchers, thereby enhancing the overall effectiveness of emergency services throughout the United States.

This partnership is a hopeful step forward in a vital domain, demonstrating that advancements in technology can significantly improve both the training of emergency responders and the quality of service offered to the public. Together, RapidSOS and the Denise Amber Lee Foundation are setting a precedent that could redefine what it means to be prepared in the face of emergencies, protecting lives and fostering a more accountable emergency response network.

For further information about this groundbreaking partnership, please visit RapidSOS and Denise Amber Lee Foundation.