OTHER-2024-067- Ratification of County Manager’s Execution of a Services Agreement with Priority Dispatch Corporation

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Docusign Envelope ID : 8C7DOF83-A84447OB -BD7E-4C89FBF3FD2B Attachment A 1 . Services . Provider OR ("PDC") will provide the Services below to County OR ("Customer") . 1 . 1 The Quality Performance Review (" QPR") a. QPR Process - Dedicated QPR Workstation. L As needed, Customer will allow PDC to have remote access using SecureLink® software to a dedicated physical or virtual workstation per discipline in increments of 50 cases per week configured with AQUA©, ProQA® Admin Utility, PDF Reader and the respective audio logger. ii . As appropriate, Computer Aided Dispatch (CAD), Record Management System (RMS), Jail Management System (JMS) , and National Crime Information Center (NCIC) Terminal Access should not be accessible on this workstation. HL As part of the QPR process , PDC will audit calls using Customer ' s software from this/these assigned workstation(s) . Additional AQUA® Software License(s) will be provided by PDC for the Quality Performance Review Department ' s access for the duration of the project. iv. The dedicated workstation will be installed and configured with AQUA®, ProQA@ Admin Utility, XLerator server access and the respective audio logger player. v. As appropriate, CAD , RMS , JMS , and NCIC Terminal Access should not be accessible on the QPR workstation. vi . An additional AQUA' Software License will be provided by PDC for access purposes for the term of the contract. This license will include an Audio Integration License, if applicable . vii . The above may be modified by mutual consent of the Customer and PDC . 1 . 2 Quality Performance Review (" QPR") Services 1 . 3 Pre-QPR Preparation . Planning Meeting Overview of system and processes for QPR Staff. This meeting is to go over the deliverables , as well as ensure the QPR Dept . has the correct setup to access cases/calls to obtain a copy of the agency policies and procedures and ensure the client understands the deliverables of the product being provided . 1 .4 Case Review. Quality Assurance review will be performed by the QPR Reviewer in accordance with the International Academies of Emergency Dispatch ("IAED") standards for Accreditation. 1 . 5 The above may be modified by mutual consent of the Customer and PDC . 1 . 6 Customer ' s ED-Q 1 . 6 . 1 The Customer must identify an individual to receive and distribute case review feedback, as provided by the QPR Reviewer, to the Customer ' s staff. This individual must be certified by the IAED as an ED-Q or will be certified within one year from the start of the services . 1 . 6 . 2 Customer ' s contact person (the "ED -Q") will work directly with the QPR Analyst. As necessary, the ED -Q will provide any Quality Improvement feedback and training to Customer ' s dispatchers/calltakers . For example, the Customer ' s ED-Q will work with Customer ' s dispatchers/calltakers to help them understand structured protocol utilization and address protocol compliance and performance improvement requirements to become a more effective dispatcher/calltaker. 1 . 6 . 3 In order to ensure the integrity of the QPR Service, when the ED -Q provides feedback to the dispatcher/calltaker, the ED -Q should not provide education that is contrary to PDC ' s review of the relevant call in front of the dispatcher/calltaker. If the ED -Q does not understand, or agree with, the results of the QPR review of the call , or believes a mistake or miscommunication has occurred, the ED -Q should inform the dispatcher/calltaker that the issue shall be researched and shall then contact the QPR so that a resolution can be reached through the Appeal and Special Review process . The decision of the Appeal and Special Review panel is final . 1 . 7 Updates . Customer understands that the use of the latest, updated version of AQUA® is a material component of this Agreement. In addition, the Customer must be using the most current version of the