Agenda - 10-03-2013 - 1 - Laserfiche WebLink

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Comprehensive Assessment of Emergency Medical Services 115 and 911 /Communications Center Operations Study Time Interval 'a' = the time from first ring to answer Time Interval ' b' = the time from answer to dispatch Time Interval 'a' +'b' = The Communication Center's principal call taking and dispatch responsibilities, except: • When the responding agency requests that additional units, ambulances, or engine companies be dispatched to assist at a scene or, for assistance enroute with directions, for example, to the location of the incident. In these instances, communications with the Center will continue and be via radio versus the telephone; or, • A 911 call that is a medical emergency wherein the certified EMD Telecom municator will stay on the telephone with the caller after they have dispatched the ambulance to ask the caller a series of "medical condition" questions, based on established medical protocols, to identify the extent and circumstances of the injury or condition, that they in turn then can communicate to the EMS responders enroute while also proceeding to offer instructions to the caller to assist the victim; for example, CPR, "continue to apply pressure to the wound ", "keep them warm and still ", etc. In this instance the Telecom municators total "call time" may in fact include time intervals 'a' +'b' +'c' +'d' From the responding service agency's perspective the critical time interval for them becomes 'b'; based on the premise that they cannot begin to respond until they are notified of the incident. Why time is important The most elementary explanation of why time is important in a police, fire, or medical emergency has to do with the obvious; serious injury and /or the potential of loss of life and property. Of course not all 911 calls are going to be that serious. Also, the variety, type, and circumstances faced with a single service agency will vary considerably from call to call; even more so between those calls placed to police, fire, and emergency medical services. Of course too, the agency or service must be prepared to address the most serious scenario each time they are dispatched. Critical of course, and a factor that neither dispatchers nor responders can do anything about, is the time between when an event actually "begins" and the time it is reported or 911 is dialed. For example, the time between the fire actually starting and the time it is discovered and reported, the length of time an individual had not been breathing before being discovered, or the delay between a crime occurring and it being discovered and reported. Additional factors that can impact the time it takes the call -taker between answering the call and dispatching it include: • The state of mind or hysteria of the caller • A "silent" call - wherein TTY /TDD is attempted, however questioning can only begin if there is a response • Non - English speaking or speech impaired calls Solutions for Local Government, Inc. 71