How to Choose a 911 Protocol Vendor

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Deciding to deploy a call handling solution can be a daunting task. Attend this webinar to learn best practices from others who have successfully deployed an emergency call handling protocol system and discover the keys to making the right choice for your center.

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How to Choose a 911 Protocol Vendor

  1. 1. 911 Calls Us® ©  Copyright  2011 #notjustEMD 1
  2. 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 ©  Copyright  2013 2 mike@powerphone.com #911protocols
  3. 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 ©  Copyright  2013 3 What is a Protocol System? #911protocols
  4. 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 ©  Copyright  2013 4 #911protocols
  5. 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 ©  Copyright  2013 5 #911protocols
  6. 6. Protocol Vendors • Strive to Improve Standard of Care • Champion Call Consistency • Better Inform Responders • Provide Pre-Arrival Instructions • Validation via QA ©  Copyright  2013 6 We’re more similar than we’d care to admit! #911protocols
  7. 7. It’s The Same Stuff ©  Copyright  2013 7 • 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. 8. ©  Copyright  2013 8 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. 9. Devil is in the Details ©  Copyright  2013 9 There are a few key differences to pay attention to you when selecting a protocol vendor #911protocols
  10. 10. Key Differentiator #1 ©  Copyright  2013 10 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. 11. Key Differentiator #2 ©  Copyright  2013 11 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. 12. Key Differentiator #3 ©  Copyright  2013 12 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. 13. Key Differentiator #4 ©  Copyright  2013 13 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. 14. Key Differentiator #4 ©  Copyright  2013 14 + 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. 15. Key Differentiator #5 ©  Copyright  2013 15 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. 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 ©  Copyright  2013 16 #911protocols
  17. 17. All Vendors are not Created Equal ©  Copyright  2013 17 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. 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 ©  Copyright  2013 18 #911protocols
  19. 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 19
  20. 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 20
  21. 21. Closing Thoughts • Be an educated buyer • There is no national certification for dispatchers • Beware complex legal agreements • Take manageable steps • Protocols work! ©  Copyright  2013 21 #911protocols
  22. 22. Good people want to do more. Help Them! 22
  23. 23. Thank You! What Happens Next? PowerPhone.com/Resources Case Studies White Papers Webinar Recording & Survey 1.800.53.POWER learn@powerphone.com

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