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The City of Portland, Oregon

Community & Civic Life

Promote the common good

Main: 503-823-4519

City/County Info: 503-823-4000

TDD: 503-823-6868

1221 SW 4th Ave, Suite 110, Portland, OR 97204

BOEC Quality Assurance Program

Software was originally purchased to perform QA but had problems that were not able to be resolved. That software was removed and the Bureau went to a manual method of performing QA. Currently we have four methods that we are utilizing to perform QA:


- twice weekly management reviews of high profile incidents

- monthly performance evaluations of the represented staff, to include 2 calls and a SAL at dispatch.

- CQI for Fire specific calls/typecodes

- CQI for EMS specific calls/typecodes


During all reviews the calls are evaluated for adherence to Bureau SOPs and triage guide specifications. If the calls are found to be out of compliance, the employee is notified of the area of concern and additional pulls may be done. If they continue to be out of compliance, the employee is placed on a plan of action in order to bring their performance up to Bureau standards.'


During the CQI for both Fire and EMS, specific type codes are reviewed. Each call is evaluated to determine if the applicable questions are asked, and if the necessary pre-arrivals were relayed. This process has been extremely beneficial in determining changes to the triage guide, most specifically with questions and medical information. We have seen changes proposed for DIVE incidents, ILLBURN incidents, STOMA pre-arrivals, and aspirin recommendations for CH1 calls. Some of these proposals have been put in effect, while others are a work in progress. The CQI committees are comprised of representatives from the partner agencies, BOEC employees, Port of Portland employees and Multnomah County EMS representatives. This makes for a truly collaborative approach.


QA Program Contact: Toni Sexton, 503-823-1030