Join PowerPhone CEO Chris Salafia to learn more about how an integrated protocol system can assist your 911 center in providing a higher, more consistent standard of care to both your callers and responders. You will also discover best practices from a center that has deployed unified protocols and the real benefits they are achieving. Video available at: http://youtu.be/CDN7aAq-Ma4

1. 911 Calls Us®
#notjustEMD
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2. Chris Salafia
President & CEO
20 Years in 911 industry
Awarded 5 U.S. patents
198,000 trained worldwide
Focus on best practices &
@Salafia
processes to make 911 better
#notjustEMD
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3. PowerPhone Snapshot
Leadership Mission Statement
Christopher Salafia To leverage people, processes and technology
President & CEO in a way that empowers public safety.
Jeremy Turk
Vice President Quick Facts
Gary Moore, Dr.P.H. ‣ 28 years in 911 industry
Director of Training ‣ 198,000+ dispatchers trained worldwide
‣ First to provide police and fire protocols
Cory Friend
Dir. Professional Services ‣ Inventors of Computer Aided Call Handling
‣ Assigned five U.S. patents for 911 call handling
Founded in 1984
‣ Training & systems deployed around the world
Located in Madison, CT
“Qui Docet, Discit”
Those that teach learn.
#notjustEMD
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4. What did we learn?
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5. Training
alone
is not
enough!
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6. Why it matters?
• 911 is the epicenter
• Response begins
with the call
• Information is power
• Enhanced responder
safety
• 911 calls can be
crucial evidence to
investigators
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7. 911 Forensics
• 911 call recordings are a
permanent record
• Admissible as evidence
• Dying declarations &
spontaneous utterances
• Investigative questioning
by dispatchers can greatly
assist investigators!
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8. Demographics Poll
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9. 911 Today...
• Heightened public
expectations
• Technological
advances
• Interoperability
• Increased reporting
• “Doing more with less”
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10. 911 Tomorrow...
• Changing call
demand
• Non-traditional
channels
• Consolidation
• Doing more with
less!
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11. Standard of Care
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12. “When you call Tech Support for help with
your computer, the operator follows a
script. When you call 911 for help in a
crisis, the call taker may not. To us, that
does not make sense.”
- Christopher M. Salafia, CEO
PowerPhone
#notjustEMD
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13. Any Call...
• Address details
• Caller details
• Nature of
response
• Where + What =
Who Goes and
How Fast
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14. Any Call...
• “The Smart Stuff”
• Incident specific lines of
questioning
- Severity and immediacy of
response
- Scene safety and accessibility
- Directions and descriptions
- Pre-arrival instructions
- Standard of care
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15. Protocol Poll
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16. The EMD Process
• Structured information
gathering
• Objective dispatch
recommendations
• Pre-arrival instructions
• Updates to responders
• Validation via Quality
Assurance
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17. <10%
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18. 70%
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19. 9-1-1
One Protocol!
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20. The Problem
‣ Inconsistent 911 call handling
‣ Technology focused on response
‣ Standards only applied to EMS calls
‣ Inconsistent standard of care
‣Compromised investigations
‣ Risk to callers, victims and responders
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21. Every decade, a new widespread form of
technology is adopted by public safety.
2010’s
Structured
Call Taking
Structured call taking is the future of
emergency communications.
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22. Structured
Call Taking
• Initial Survey
• Primary Questions
• Dispatch
Recommendation
• Pre-Arrival
Instructions
• Secondary This formula
Questions can be applied
to any call!
• Call Closure
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23. Initial Survey
• Incident Location &
Caller Details
• Nature of
Emergency
• Party Caller
• Special
Circumstances
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24. Primary Questions
• Incident specific
questions to best
describe scene
conditions
• Injuries, In progress,
Weapons, Hazards,
Multiples...
• Generate an objective
dispatch decision based
upon information
gathered
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25. Dispatch
Recommendation
• Resource Allocation &
Response Prioritization
• Dispatch decision based
on scene conditions.
NOT arbitrary or
subjective.
• “When in doubt send
them out” is no longer
acceptable
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26. Pre-Arrival Instructions
• Pertain as much to
Police and Fire as
they do to EMD
• As much about telling
callers what NOT to
do as what to do.
• Your calltakers are
already doing it now
Ad hoc. Just
formalize it.
#notjustEMD
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27. Secondary Questions
• Post Dispatch
Questions
• Previous history,
hazards, etc.
• Scene Safety
• Evidence
Preservation
• Paint the picture for
responders
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28. Call Closure
• Standardize the call
close process
• Set expectations
• Train your callers.
Make them an active
participant in the
delivery of service
#notjustEMD
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29. Key Takeaway
The content is secondary to the process
Own the process and the content comes naturally
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30. Quality Assurance
• A system that can’t
be measured can’t
be improved
• QA on ANY call
• NOT just about the
people!
• Protocols are not
absolutes
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31. Case Study
• Ogle County 911 ETSB (Illinois)
• Sandy Beitel, 911 Coordinator
• Population 55,000
• Serves 5 PD’s & 37 Fire & EMS
• High standard of care
• PowerPhone Customer for 20 years
• Deployed Total Response Unified
Protocol System
#notjustEMD
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32. Lessons Learned Benefits Realized
• Internal Champion • Greater consistency
across all call types
• Involve ALL
stakeholders • Pre-arrivals help
with scene safety
• Focus on QA &
Measurement at the
onset
• Empowered
workforce improves
morale
• Take baby steps
• Higher standard of
• Train and reinforce care provided to
training callers and
responders
• Celebrate Wins!
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33. Overcoming Objections
• We do that already
• You can’t script
police calls
• It’s going to delay
dispatch
• We’re too different
• We’re going to get
sued
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34. The “L” Word
• Can be overstated
• Be consistent
• Develop policy
• and act in accordance with it
• The 3 E’s
• Don’t forget to train! :-)
#notjustEMD
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35. Action Plan
• Appoint a Champion
• Funding Sources?
• Vendor Due Diligence
✴ Similar programs, but
definite differences!
✴ Check References
✴ Post Sales Support
#notjustEMD
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36. Action Plan
• Select Vendor
✴ Cards or Software
✴ CAD integration
• Train and certify your staff
✴ Classroom, online or both
• Deploy protocols
• Measure via Quality
Assurance
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37. The Outcomes
• Greater Consistency in
Call Handling
• More Objective Dispatch
Decisions
• Higher Standard of Care
• Better Protect Callers &
Responders
#notjustEMD
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38. Good people
want to help
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39. “In 10 years, people won’t believe you
when you tell them there was a time
when 911 calls weren’t managed
in a standardized fashion.”
- Christopher M. Salafia, CEO
PowerPhone
#notjustEMD
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40. Thank You!
What Happens Next?
PowerPhone.com/Resources
Ogle County Case Study
Unified Protocols White Paper
Webinar Recording & Survey
1.800.53.POWER
learn@powerphone.com
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41. 911 Calls Us®
#notjustEMD
©
Copyright
2011
Monday, April 1, 13