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

mike@powerphone.com

#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

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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

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#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

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#911protocols

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

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

©  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

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There are a few key differences to pay

attention to you when selecting a protocol

vendor

#911protocols

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

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

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

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

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

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

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

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

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

20

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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