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f <br /> Comprehensive Assessment of Emergency Medical Services 71 <br /> DRAFT REPORT and 911/Communications Center Operations Study <br /> 4.3 PERFORMANCE & COSTS <br /> Ask the average citizen what they expect when they call 911 and they will inevitably say "they want <br /> help. . . FAST"! Ask them to think about it a minute or two and they might add that they want, "qualified <br /> personnel, with the proper equipment. . . FAST!" <br /> In either case, it is the end result; i.e., the arrival on the scene and the effectiveness of the action taken <br /> that is what the average citizen will be most concerned with, and for obvious reasons. How well <br /> informed those actually responding to the incident are with regards to what to expect at the scene, or <br /> how effectively the emergency response process was implemented are less frequently considered <br /> outside of professional circles. A number of professional organizations offer significant commentary <br /> and/or specific, documented performance standards in which emergency communications plays some <br /> role.They include: <br /> • National Academy of Emergency Dispatch (NAED) <br /> • Association of Public-Safety Communications Officials (APCO) <br /> • National Emergency Number Association (NENA) <br /> • National Fire Protection Association (NFPA) <br /> • Insurance Services Organization (ISO) <br /> • Federal Communications Commission (FCC) <br /> • Federal Emergency Management Agency(FEMA) <br /> • Commission on Accreditation for Law Enforcement Agencies (CALEA) <br /> While the citizen is immediately concerned with how long it takes from the time they call 911 to the <br /> time the responding agency vehicle arrives on the scene, the emergency responder(s)will be concerned <br /> with the steps it will take to mobilize once they have received the dispatch, and the time it will take to <br /> travel to the scene of the emergency. Thus, making the process of answering the 911 call, obtaining the <br /> necessary information needed to initiate dispatch, and activating the dispatch itself as promptly and <br /> efficiently as possible, extremely important. <br /> Figure 44 is essentially the same as Figure 36, previously shown. In this case, however, with added <br /> emphasis as to who bears the responsibility for the various critical time intervals. <br /> Figure 44 <br /> Critical Emergency Communications&Response Intervals <br /> Communications center Responsibility Responding Agency Responsibility <br /> 1 A <br /> r >^ <br /> ❑ <br /> a I ® I ❑c I <br /> -► S--► /D�- 0 VM -► Unit <br /> 1 Arrives <br /> CHUTE + TRAVEL = "RESPONSE TIME" <br /> TIME TIME <br /> 'a' Ring-to-Call Taker(CT)Answers I <br /> W CT Answer-to-Dispatch <br /> 'c' Announcement/Tone to"Vehicle Moving"(VM) <br /> 'd' Emergency Unit Travel Time <br /> Solutions for Local Government,Inc. 69 <br /> I <br />