Beyond the QA Score:

The New Standard for 100% Call Quality

Join RapidSOS and the Denise Amber Lee Foundation for a live conversation on reviewing every 911 call — not just 1–3% of them — without adding to your team's workload.

QA can feel scary. For telecommunicators, it can feel like a spotlight pointed only at what went wrong. For leaders, it can feel like the one thing there's never enough time to do right. But what if QA wasn't something to fear, but the very thing that builds a stronger, more supported culture in your center?

Join us for a candid conversation with leaders from the Denise Amber Lee Foundation and RapidSOS, as we get into their partnership and the real ins and outs of QA and culture, including why most ECCs can still only manually review 1–3% of calls, what it actually takes to review every call instead, and how to do it in a way that builds trust with your team rather than fear.

In this session, we will cover:
  • Why reviewing only 1–3% of calls leaves real risk undetected, and what closing that gap actually requires.
  • How HARMONY AI scores 100% of calls within 90 seconds, with every score linked directly to the exact transcript moment.
  • The story behind the Denise Amber Lee Foundation's mission, and why Nathan Lee believes QA belongs in every shift, not just an audit.
  • What DALF's role actually is: partnering with your team to build and calibrate your own scorecards — not grading your dispatchers.
  • What a real rollout looks like, from scorecard build and QA manager training to ongoing calibration for the life of the program.
You might find this interesting if you:
  • Want to move beyond 1–3% manual sampling without adding to your supervisors' workload?
  • Are worried your team sees "outside QA review" as something to fear rather than something that helps them?
  • Want to understand how AI and human expertise work together to keep scoring fair and centered on your own center's standards?
  • Are curious what it actually takes to stand up a 100% QA program, from day one through year one?

Our speakers

Jamison Peevyhouse, SVP, Public Safety at RapidSOS
Jamison Peevyhouse

SVP, Public Safety at RapidSOS

Jamison Peevyhouse is SVP of Public Safety at RapidSOS, where he works with 911 centers and industry partners to get life-saving data into the hands of telecommunicators . He's spent nearly three decades in emergency communications — starting as a 911 dispatcher in Weakley County, TN, later running that county's 911 district and emergency management agency, and eventually serving as President of the National Emergency Number Association (NENA) from 2018-2019. He's an ENP-certified public safety veteran, a NENA Hall of Fame recipient, and still shows up to conferences to talk shop about NG911 and what's next for the industry.

Nathan Lee, President, Denise Amber Lee Foundation
Nathan Lee

President, Denise Amber Lee Foundation

Nathan Lee is President/CEO of the Denise Amber Lee Foundation, founded in memory of his wife Denise after 911 communication failures contributed to her death in 2008. He's since become a national voice for 911 reform, partnering with RapidSOS and public safety agencies on training, culture, and compliance initiatives.

Matt Grogan, Director of Public Safety Programs and Partnerships
Matt Grogan

Director of Public Safety Programs and Partnerships, Denise Amber Lee Foundation

Matt Grogan is the Director of Public Safety Programs and Partnerships for the Denise Amber Lee Foundation, where he oversees the Foundation’s education, quality assurance, and partnership initiatives. He brings more than 20 years of experience in public safety communications, having served in 9-1-1 centers in the Chicagoland area and Las Vegas, including during the Route 91 Harvest Festival shooting. Matt is an Emergency Number Professional (ENP) and Certified Emergency Medical Dispatch Quality Assurance Specialist (EMD-Q), along with holding numerous other certifications and having completed training through the National Fire Academy, the Center for Domestic Preparedness, and the Emergency Management Institute. He is passionate about advancing the 9-1-1 profession through training, innovation, and meaningful support for the people behind the headset.