Date of Award


Document Type


Degree Name

Doctor of Education (EdD)


Executive Leadership

First Supervisor

Guillermo Montes

Second Supervisor

David Bell


The quality of 9-1-1 services can mean the difference between life and death. In 2015, national 9-1-1 organizations created a minimum standard for Public Safety Answering Point (PSAP) comprehensive quality improvement programs, yet there is no mandate for PSAPs to adopt such standards. This study focuses on quality improvement perceptions among New York State (NYS) wireless PSAP leaders from an evidence-based management theory framework. The study addresses the primary research question: How do NYS wireless PSAP leaders support effective implementation of quality care? Using directed content analysis out-transcripts from focus group sessions with NYS wireless PSAP leaders, the following themes emerged: PSAP leaders support effective implementation of quality care by achieving buy-in from stakeholders, building trust as leaders, and using local data to support their decision-making processes. While participants consistently agreed on general definitions of PSAP quality using a six dimensional model, measuring quality was inconsistent from agency to agency. Time, staffing, and funding were largely seen as barriers to effective implementation, while other factors such as training and accreditation were viewed positively. Stakeholder engagement and organizational culture were perceived as neutral, yet instrumental, to success.

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