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ComprehensiveAssessmentofEmergencyMedicalServices <br />72 <br />DRAFTREPORTand911/CommunicationsCenterOperationsStudy <br />TimeIntervalwx=thetimefromfirstringtoanswer <br />TimeIntervalw,x=thetimefromanswertodispatch/completionofcall <br />TimeIntervalwx+w,x=TheCommunication/;“·;©x­principalcalltakinganddispatchresponsibilities, <br />except: <br />Whentherespondingagencyrequeststhatadditionalunits,ambulances,orenginecompanies <br />bedispatchedtoassistatasceneor,forassistanceenroutewithdirections,forexample,tothe <br />locationoftheincident.Intheseinstances,communicationswiththeCenterwillcontinueand <br />beviaradioversusthetelephone;or, <br />A911callthatisamedicalemergencywhereinthecertifiedEMDTelecommunicatorwillstayon <br />thetelephonewiththecaller after theyhavedispatchedtheambulancetoaskthecalleraseries <br />of{’;7z-Œ-š“7z·zš“|questions,basedonestablishedmedicalprotocols,toidentifytheextent <br />andcircumstancesoftheinjuryorcondition,thattheyinturnthencancommunicatetothe <br />EMSrespondersenroutewhilealsoproceedingtoofferinstructionstothecallertoassistthe <br />victim;forexample,CPR,{-š“·z“Ò;toapplypressuretotheޚғ7|r{‰;;¦themwarmand <br />­·zŒŒ|retc.InthisinstancetheTelecommunicatorstotal{-ŒŒ·z’;|mayinfactincludetime <br />intervalswx+w,x+w-x+w7x <br />Fromtherespondingservicem;“-äx­perspectivethecriticaltimeintervalforthembecomesw,xsbased <br />onthepremisethattheycannot begin toresponduntiltheyarenotifiedoftheincident. <br />Whytimeisimportant <br />Themostelementaryexplanationofwhytimeisimportantinapolice,fire,ormedicalemergencyhasto <br />dowiththeobvious;seriousinjuryand/orthepotentialoflossoflifeandproperty.Ofcoursenotall <br />911callsaregoingtobethatserious.Also,thevariety,type,andcircumstancesfacedwithasingle <br />serviceagencywillvaryconsiderablyfromcalltocall;evenmoresobetweenthosecallsplacedto <br />police,fire,andemergencymedicalservices.Ofcoursetoo,theagencyorservice mustbe preparedto <br />addressthemostseriousscenarioeachtimetheyaredispatched. <br />Criticalofcourse,andafactorthatneitherdispatchersnorresponderscandoanythingabout,isthe <br />timebetweenwhenaneventactually{,;mz“­|andthetimeitisreportedor911isdialed.Forexample, <br />engthoftime <br />thetimebetweenthefireactuallystartingandthetimeitisdiscoveredandreported,thel <br />anindividualhadnotbeenbreathingbeforebeingdiscovered,orthedelaybetweenacrimeoccurring <br />anditbeingdiscoveredandreported. <br />Additionalfactorsthatcanimpactthetimeittakesthecalltakerbetweenansweringthecalland <br />dispatchingitinclude: <br />Thestateofmindorhysteriaofthecaller <br />A{­zŒ;“·|callwhereinTTY/TDDisattempted,howeverquestioningcanonlybeginifthereisa <br />response <br />NonEnglishspeakingorspeechimpairedcalls <br />70 <br />SolutionsforLocalGovernment,Inc. <br /> <br />