Date post: | 25-May-2015 |
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911 Calls Us®
© Copyright 2011#notjustEMD
1
Mike JonesClient Relationship
Manager15 Years in 911 industry
Dispatcher & First Responder
Protocol System Buyer
Manages Protocol System Deployments across the U.S.
for PowerPhone
© Copyright 20132
#911protocols
• Structured information gathering
• Incident specific lines of questioning• Objective dispatch decisions
• Scene safety & accessibility
• Directions & descriptions
• Pre-arrival instructions to callers
• Pre-arrival information to responders
• Validation via Quality Assurance
© Copyright 20133
What is a Protocol System?
#911protocols
Benefits of Protocols
• Less Liability Exposure• Consistency across shifts. “Same Page”• Third party accountability
• Enhanced Responder Safety• Information is power• Protocols always address scene safety
• Zero Minute Response Time• Caller & Victim focus• Pre-arrival instructions work
© Copyright 20134
#911protocols
Benefits of Protocols• Learn from Mistakes
• Quality Assessment process identifies trends, areas for improvement and objectively measures performance
• Breeds Professionalism• Not “Just A” Dispatcher• Trained and qualified virtual responder• Less stress, more job satisfaction
• Elevates Standard of Care• Meets public expectations• Improves service levels to responders
© Copyright 20135
#911protocols
Protocol Vendors
• Strive to Improve Standard of Care
• Champion Call Consistency
• Better Inform Responders
• Provide Pre-Arrival Instructions
• Validation via QA
© Copyright 20136
We’re more similar than we’d care to admit!
#911protocols
It’s The Same Stuff
© Copyright 20137
• Similar Information Gathering Process• Where, What, Dispatch, PAI’s,
Close
• Content is Content• Only one way to deliver a baby!
• Similar Training & Tools• Certification & Recert training• Card sets & software
#911protocols
© Copyright 20138
Choose a vendor based not so much on protocol content, but in their approach
and best fit to your organization’s culture and operating standards.
Our Advice
#911protocols
Devil is in the Details
© Copyright 20139
There are a few key differences to pay
attention to you when selecting a protocol
vendor
#911protocols
Key Differentiator #1
© Copyright 201310
Beware the one-trick pony
• EMD Only? Are you sure?• If you dispatch multiple
services than your protocol system should support that. If not today, than definitely in the future
• 3 card sets or 3 apps is inefficient and won’t get used
• Make sure the system you choose can scale with your center
#911protocols
Key Differentiator #2
© Copyright 201311
One size does not fit all
• No two centers are alike• Beware any vendor that makes you
adapt your operating standards to their protocols. It doesn’t work
• Don’t let the tail wag the dog. At the end of the day it is your system and your responsibility to use it effectively
• To be effective (used), protocols must consider local operating environment
#911protocols
Key Differentiator #3
© Copyright 201312
Cultural fit
• Perhaps most important element
• What is your culture?• Rigid, forced path, linear approach?
The person is secondary to The Protocol
• Empowered, flexible, guided approach. The protocol is a tool in the hands of a trained professional
• Be honest about your internal culture. Both approaches work. What matters is best fit for you.
#911protocols
Key Differentiator #4
© Copyright 201313
Approach to QA
• Beware “Big Brother”
• Dispatchers don’t need another tool to trip them up
• Don’t Play 20 Questions• Staff will lose focus on what
matters and simply try to score high on QA by asking unnecessary questions. Results in delayed dispatch, frustrated callers, angry responders and poor service levels
#911protocols
Key Differentiator #4
© Copyright 201314
+ Approach to QA
• Consider taking a positive approach to QA
• “Catch people doing something good.”• What worked? What didn’t?
• Share best practices internally
• Identifies leaders objectively
• Breeds a culture of learning and continuous improvement
#911protocols
Key Differentiator #5
© Copyright 201315
Delivery Method
• If Cards:• Form factor and design
• Readability and navigation
• Local customizations?
• If Software:• Multiple apps?
• Ease of navigation within the app
• Local customizations?
• Plays well with others?#911protocols
Money Matters• Not just upfront
product costs
• Training and certification expense. Initial and ongoing. Online available?
• Maintenance expense. What’s included? What’s not?!
• Apples to apples comparison
© Copyright 201316
#911protocols
All Vendors are not Created Equal
© Copyright 201317
Due Diligence• Reputation in the industry. Innovators?
Thought leaders?
• Performance during the sales cycle?
• References. Ask the hard questions.
• Dig deep into the implementation and support process.
• What’s your gut tell you? (Culture!)
#911protocols
Case Study• Cabell County 911 (WV)
• Steve Rutherford, Support Services Coordinator
• Population 96,000
• Serves 16 public safety agencies
• High Standard of Care
• Recently deployed Total Response Integrated Protocol System
© Copyright 201318
#911protocols
• Must support police, fire & EMD call handling
• National Accreditation & validation of call handling function
• A tool to empower trained professionals
• Deep integration with CAD. Respect existing work flows & processes
• Simple and straight forward user interface
Protocol System Requirements
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• Internal Champion
• Involve ALL stakeholders
• Educate responders on what you are trying to accomplish
Lessons Learned• Greater consistency
across all call types
• Pre-arrivals help with scene safety
• Empowered workforce improves morale
• Higher standard of care provided to callers and responders
Benefits Realized
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Closing Thoughts
• Be an educated buyer
• There is no national certification for dispatchers
• Beware complex legal agreements
• Take manageable steps
• Protocols work!
© Copyright 201321
#911protocols
Good people want to do more.
Help Them!22
Thank You!
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