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Customer Profile 

“I love the product, it’s very easy to use. Everything is right there.” 
Director, Western Colorado Regional Dispatch Center 

Western Colorado Regional Dispatch Center Streamlines Training, Policy Management, and Employee Oversight with Frontline 

The Challenge 

The Western Colorado Regional Dispatch Center (WestCO) serves as the lifeline for emergency communications in Montrose, Ouray, and San Miguel Counties. Managing 911 call-taking and dispatch services across multiple public safety disciplines, including law enforcement, fire, and EMS, in 2024, the agency answered approximately 100,000 calls—both emergency and non-emergency—and dispatched more than 760,000 incidents through its CAD. For a staff of just 25, the workload is substantial, requiring both operational excellence and efficient administrative systems. 

Managing such a wide scope of responsibilities was made even more challenging by the agency’s reliance on outdated systems. Prior to implementing Frontline, WestCO used a combination of spreadsheets, internal shared drives, and email to manage aspects of their quality assurance, daily observation reports (DORs), policies, and employee conduct records. These disjointed tools created inefficiencies, redundancies, and difficulties quickly finding information. 

“It was too many places to retrieve information,” WestCO’s Director said. “We just had too much duplication, and it wasn’t easy to find something if we needed to in a hurry.” 

For something as routine as responding to a court request, staff would have to locate case numbers in one system, pull a corresponding call recording, and then cross-reference details in a third program. The duplication of effort across multiple systems was time-consuming and left the center vulnerable to errors or missed documentation. 

It became clear that WestCO needed a single, streamlined system that could unify QA, training, performance management, and policy oversight in one place. 

The Choice 

At the beginning of 2024, WestCO decided to partner with Frontline and implemented QA Tracker, DOR Tracker, Policy Tracker, Pro Standards Tracker, and Performance Tracker. 

WestCO’s leadership team also considered another vendor but ultimately determined that Frontline offered the most complete solution to help them meet their goals of consolidating information into a single system. 

The Change 

By partnering with Frontline, WestCO has: 

- Consolidated information and made it more readily available when it’s needed quickly. 

- Streamlined onboarding with training checklists aligned to agency standards, ensuring new hires complete all required tasks and policy acknowledgements. 

- Centralized policy management, replacing spreadsheets and email with easy-to-use software that has improved the experience for employees and supervisors. 

- Enhanced employee accountability and recognition by documenting conduct, compliments, complaints, awards, and attendance trends in one location. 

- Simplified mid-cycle and annual performance evaluations by integrating all performance data into one place, making supervisors’ jobs easier and evaluations more accurate. 

The impact of Frontline at WestCO has been transformative. By consolidating multiple tools into one cohesive platform, the agency has gained both efficiency and clarity in its operations. 

Training and QA improvements have been particularly valuable. With QA Tracker, WestCO reviews 18 calls each month and uses dashboards to monitor trends in trainee performance. Supervisors can see patterns such as whether an employee struggles with certain call types or if an employee may need extra support. Administrative efficiency has also improved dramatically, cutting the amount of time it takes for the agency to access critical information by up to half. 

New hire training was also improved following the implementation of Frontline. In the past year alone, WestCO onboarded eight new staff members, requiring meticulous training documentation, evaluations, and policy acknowledgements. In addition to streamlining the DOR process, Frontline’s DOR Tracker has also helped the agency more effectively determine whether new hires are progressing adequately in their training. 

“Documents stand for itself if you have a problem person,” the Director said, emphasizing the importance of thorough documentation to protect both employees and the agency. 

Policy management has become more reliable and transparent as well. Instead of chasing down emails or paper signatures, Policy Tracker ensures every acknowledgement is logged and stored digitally.  

With Pro Standards Tracker, the agency has enhanced its ability to recognize employees for positive contributions while also addressing areas of concern. Supervisors can now track conduct, attendance, wellness, and recognition in one place, ensuring a fair and balanced view of employee performance. 

“I love [Pro Standards Tracker], it’s very easy to use,” she said. “Everything is right there.” 

By utilizing multiple Frontline solutions and consolidating information, WestCO has improved the evaluation process and ensured they are increasingly accurate and comprehensive.  

“It makes [our supervisor’s] jobs easier,” the Director said, adding that they now have immediate access to employee records during mid-year and annual reviews. 

Ultimately, Frontline has allowed WestCO to spend less time on administrative tasks and more time focusing on supporting their employees and serving their community.  

To learn more about how Frontline can support operations at your agency, please request a demo today. 

Frontline’s suite of public safety software solutions includes policy management, quality assurance for PSAPs, internal affairs, training records management, community policing, body-worn camera audits, DOR tracking, field training management, and employee evaluations.