Prepared QA Forms (AQA)

Audience: Supervisors
Last Updated: 03/03/2025

After reading this section, you will be able to efficiently use Prepared’s built-in QA form tool to review, score, and provide feedback on 911 calls. This tool eliminates the need for multiple third-party tools and simplifies the QA process for both you and your call-takers.

Prepared’s QA Form tool allows you to review and score 911 calls directly within the platform, eliminating the need for separate tools like Excel or PDFs. This built-in feature improves transparency, reduces tool-switching, and provides a faster, more effective workflow for your QA process.

• Faster in-platform QA – Reduces tool-switching and allows you to review calls quickly and efficiently.

• Instant feedback – Provides immediate feedback to call-takers, improving training and performance.

• Improved transparency – Allows call-takers to review feedback alongside their call recording and transcript.

✅ Reduces Tool-Switching – You can complete QA reviews without toggling between multiple applications (except for CAD, for now).
✅ Saves Time & Effort – The process is faster and more intuitive than traditional QA workflows, allowing you to streamline the review process. You won’t need to take time off the floor to play a recording for a call-taker.
✅ Improves Transparency – Call-takers can review their feedback along with the recording & transcript and engage directly with feedback in the platform.

1. Upload & Customize Forms

• Navigate to Settings > Review & Training.

• Upload a PDF version of your QA form.

• Preview and edit the fields as needed to fit your agency’s requirements.

2. Select a Call to Review

• Click into an incident and select the “Review” button.

• Access a single-pane view that includes:

  • The call recording

  • The transcript

  • Auto-checked protocol questions

  • AI insights

• Choose the appropriate QA form and select the call-taker.

3. Complete the QA Form

• Mark responses as Yes, No, Refused, or N/A.

• Add comments where necessary and review the section-level & total scores.

• Submit the evaluation once complete.

4. Call-Taker Notification & Review

• The call-taker receives an email alert notifying them of the feedback.

• They are redirected to the Training View in Prepared, where they can see:

  • Call details

  • Feedback

  • Scoring

5. Call-Taker Response Options

• Accept Feedback – No further action is needed.

• Dispute Feedback – The call-taker can add comments and send the review back for your re-evaluation.

6. Supervisor Resolution

• If the feedback is disputed, you can adjust scores or finalize the evaluation.

• You can either resubmit for acceptance or finalize the decision (closing the feedback).

7. Tracking & Reporting

• You can track all QA reviews and filter them by:

  • Reviewer

  • Call-Taker

  • Status

  • Score

• Statuses include:

  • Pending – Feedback sent, awaiting response.

  • Accepted – Call-taker confirmed the evaluation.

  • Disputed – Call-taker requested review.

  • Finalized – Supervisor closed the review.

• Contact Prepared Support