This document discusses 911 protocol systems and provides advice for selecting a protocol system vendor. It begins with an introduction of Mike Jones, a client relationship manager with experience in the 911 industry. It then defines what a protocol system is and lists benefits such as structured information gathering, consistency, responder safety, and quality assurance. The document emphasizes that the most important factors in choosing a vendor are cultural fit, approach to quality assurance, and delivery method. It advises stakeholders to perform due diligence on a vendor's reputation, references, implementation process, and legal agreements. The document concludes by emphasizing that protocols can empower dispatchers when selected and implemented properly.

1. 911 Calls Us®
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Copyright
2011
#notjustEMD
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2. Mike Jones
Client Relationship
Manager
15 Years in 911 industry
Dispatcher & First Responder
Protocol System Buyer
Manages Protocol System
Deployments across the U.S.
for PowerPhone
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mike@powerphone.com
#911protocols

3. • 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
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What is a Protocol System?
#911protocols

4. 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
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#911protocols

5. 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
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#911protocols

6. Protocol Vendors
• Strive to Improve Standard
of Care
• Champion Call Consistency
• Better Inform Responders
• Provide Pre-Arrival
Instructions
• Validation via QA
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We’re more similar than
we’d care to admit!
#911protocols

7. It’s The Same Stuff
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• 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

8. ©
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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

9. Devil is in the Details
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There are a few key
differences to pay
attention to you when
selecting a protocol
vendor
#911protocols

10. Key Differentiator #1
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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

11. Key Differentiator #2
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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

12. Key Differentiator #3
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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

13. Key Differentiator #4
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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

14. Key Differentiator #4
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+ 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

15. Key Differentiator #5
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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

16. 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
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#911protocols

17. All Vendors are not
Created Equal
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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

18. 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
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#911protocols

19. •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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20. •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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21. Closing Thoughts
• Be an educated buyer
• There is no national
certification for dispatchers
• Beware complex legal
agreements
• Take manageable steps
• Protocols work!
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#911protocols

22. Good people
want to do more.
Help Them!
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23. Thank You!
What Happens Next?
PowerPhone.com/Resources
Case Studies
White Papers
Webinar Recording & Survey
1.800.53.POWER
learn@powerphone.com