What happens when a 911 call is answered? Once a Call Taker has answered a 9-1-1 call they will ask, “What is the address of the emergency?” That address must be asked for twice and verified to be correct. The Call Taker uses an ANI/ALI display on the computer along with CAD mapping to ensure the caller is giving accurate information. Often times, the 9-1-1 caller may have transposed the numeric’s, be in a remote area, or aren’t aware of where they are. Callers often are unaware of what street or freeway there are traveling on and cannot interpret cardinal points (north, south east, and west). It is up to the Call Taker to use the ANI/ALI and well-honed interrogation skills to figure out a caller’s location. If the Reporting Party (RP) speaks any other language than English, translation must be done through a 3rd party translator. The Call Taker sends the call to the PRD (Primary Radio Dispatcher) who makes sure that the proper response is sent. Responses vary for each area and the PRD is responsible for seeing that not only is CAD recommending the correct response, but they also add units as requested by the field. They must have a good understanding of what each area requires for the different call types in order to confirm that the correct units respond to the call. This process is called, “Pre Alert Dispatch”. Pre Alert Dispatch ensures that the units are being dispatched as soon as possible, thus reducing response times. With the address verified and the call sent to the PRD, the Call Taker will ask “Tell me exactly what happened?” Responses from the RP will guide the call taker through a script of “Structured Questions” to determine a call type. “Structured Questions” are read exactly as written from the EMD Protocols by the Call Taker. When the RP responses produce a call type and determinate code, the Dispatcher then updates the units en route. Next step for the Call Taker, issue Pre-Arrival Instructions (PAI). PAI’s are instructions given to the RP to aid in assisting the patient while units are responding. These instructions include: CPR, Bleeding Control, Child Birth, Snake Bites, and Breathing Problems. There are 33 different protocols with instructions specific for each. Call Taker’s are your first link in the chain of events to ensure scene safety. For instance, the call is typed a Gun Shot Wound, Call Takers will determine if the scene is safe by asking: Where is the gun? Who shot the patient and where is that person located? Determining the safety of a scene can be complicated by an RP that describes seizures, but fails mention the gunshot wound that caused them. As this information is available to the Call Taker it is given to the PRD to advise responding units to “Stage”. The final step in the EMD sequence is Case Exit. During Case Exit, the Call Taker prepares the RP for the responding units. They instruct the RP to unlock the door, gather medications, put away any family pets, turn on the lights if necessary, and meet the paramedics. During the EMD process the Dispatcher is the direct line to the units in the field. Their number one priority is the safety of the crews in the field. Safety is maintained by the dispatcher keeping responding units updated on scene details as they become available, filling resource requests, and anticipating critical resource needs for law enforcement or utility companies. Clear and concise radio traffic is critical to an efficient operation. The dispatch floor is divided into 5 separate areas: South Desert/River, North Desert, Metro, East Valley/Mountains and the West Valley. The areas are sorted by radio coverage, for example the West Valley is covered by 6-Fire-1, that area includes Devore, San Antonio Heights, Lytle Creek, Fontana, Muscoy, Bloomington, Rancho Cucamonga, Mt Baldy and Rialto. Each city or town could have different utility providers, Red Cross response protocols, or animal control. The Dispatcher learns these details and uses phones/radios to fill them. Our operation requires 100% dedication to the mission, the public, and the men & women of the department we serve. All calls for service must be screened and routed appropriately. We invite members of the departments we serve to come and visit. Get to know your Dispatchers and Call Takers. Come in, plug in and listen into how Comm Center strives daily to provide the highest level of service.  Author: Terri Nielson Submitted By Captain Jeremy Kern
Posted on: Thu, 08 Jan 2015 06:24:23 +0000
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