Cincinnati ECC
The Challenge of Training at Scale in a High-Stakes, 24/7 Environment
The Cincinnati Emergency Communications Center (ECC) fields more than 1.2 million emergency and non-emergency calls per year. With 160 staff operating around the clock, training and policy retention present constant challenges. Traditional refresher training was difficult to schedule, time-intensive to create, and often failed to address knowledge gaps in a targeted way.
Challenge 1: Time-consuming manual refresher training
Before PowerRecall, the ECC relied heavily on manual processes to deliver refresher training. Scheduling staff, building content, and coordinating delivery across shifts was inefficient and burdensome.
It is so time-consuming to create that content... Seeing that we could do more with the team that we had was where we saw the exciting opportunity.”Director, Cincinnati ECC
Challenge 2: Surface-level policy engagement and limited tracking
While PowePolicy enabled a modernized policy management system, the ECC still struggled with what they called “sign-it-and-forget-it” behavior. Staff would acknowledge receipt of new policies, but meaningful comprehension was difficult to measure or ensure.
Every organization is faced with the issue of…sign-it-and-forget-it in the policy world...PowerRecall addressed that by giving us something easy to do during downtime.”Director, Cincinnati ECC
The AI-Powered Solution: Smart Microlearning with PowerRecall
Streamlining training with AI-generated content
Cincinnati’s ECC leadership praised PowerRecall’s AI for dramatically cutting down content creation time. Instead of spending hours writing quiz questions, their team now generates cards in minutes and reviews them for accuracy.
Getting past some writer’s block... even if we only keep four out of ten questions, it’s still faster than writing four from scratch.”Director, Cincinnati ECC
It does a lot of the heavy lifting up front... I was impressed with the quality of the questions.”Deputy Director, Cincinnati ECC
Using PowerRecall’s analytics and adaptive learning engine, the ECC transitioned from one-size-fits-all remediation to customized learning plans that address specific knowledge gaps.
Recall has changed our ability to be more responsive... It’s been helpful to have that consistent feedback loop and live sampling of how well people are understanding the material.”Quality Manager, Cincinnati ECC
Real Results: Policy Comprehension Gains and QA Improvements
In under 100 days, Cincinnati ECC saw a 10% improvement in policy comprehension and retention scores, a key performance indicator for their accreditation and internal QA programs.
Seeing the data was very exciting… It’s proven the impact for us and shown what more potential we have.”Director, Cincinnati ECC
Cincinnati ECC integrated PowerRecall decks into ongoing Quality Improvement Bulletins (QIBs). This targeted approach helped reduce issues in complex SOPs such as urgent vs. non-urgent welfare checks, which were historically difficult to teach and apply.
We were able to go back to our quality assurance data and see positive gains in areas we were struggling. That part has been really cool.”Deputy Director, Cincinnati ECC
Employee Engagement and Culture Impact
Some employees embraced the gamified learning experience with enthusiasm. One dispatcher even completed over 1,000 cards without missing a single one. The leadership team now plans to use PowerRecall stats in monthly recognitions and shift-based competitions.
“Some of those sustained successes—like over a thousand cards taken without missing one—is just really incredible.”Quality Manager, Cincinnati ECC
Why PowerRecall Made the Difference
PowerRecall offered more than just a training platform—it delivered a fully integrated, data-driven solution that aligned with Cincinnati ECC’s broader goals for performance improvement, training efficiency, and employee engagement.
- Over 600 flashcards created with minimal manual effort
- 10%+ increase in policy comprehension in less than 100 days
- Personalized, proactive remedial training
- Measurable gains in QA compliance
- Boosted employee engagement through gamified learning
