911 Calls Us®   #notjustEMD                          ©	  Copyright	  2011                      1Monday, April 1, 13
Chris Salafia             President & CEO            20 Years in 911 industry              Awarded 5 U.S. patents          ...
PowerPhone Snapshot   Leadership                              Mission Statement              Christopher Salafia           ...
What did we learn?                        4Monday, April 1, 13
Training                           alone                           is not                          enough!   #notjustEMD  ...
Why it matters?          • 911 is the epicenter          • Response begins                 with the call          • Inform...
911 Forensics      • 911 call recordings are a             permanent record      • Admissible as evidence      • Dying dec...
Demographics Poll                          8Monday, April 1, 13
911 Today...          • Heightened public                 expectations          • Technological                 advances  ...
911 Tomorrow...                  • Changing call                      demand                  • Non-traditional           ...
Standard of Care                             11Monday, April 1, 13
“When you call Tech Support for help with              your computer, the operator follows a              script. When you...
Any Call...                  • Address details                  • Caller details                  • Nature of             ...
Any Call...       •         “The Smart Stuff”       •         Incident specific lines of                 questioning       ...
Protocol Poll                            15Monday, April 1, 13
The EMD Process           •      Structured information                  gathering           •      Objective dispatch    ...
<10%   #notjustEMD                             ©	  Copyright	  2013                       17Monday, April 1, 13
70%   #notjustEMD                            ©	  Copyright	  2013                       18Monday, April 1, 13
9-1-1           One Protocol!   #notjustEMD                              ©	  Copyright	  2013                        19Mon...
The Problem                 ‣ Inconsistent 911 call handling                 ‣ Technology focused on response             ...
Every decade, a new widespread form of      technology is adopted by public safety.                                       ...
Structured             Call Taking       • Initial Survey       • Primary Questions       • Dispatch              Recommen...
Initial Survey                  • Incident Location &                      Caller Details                  • Nature of    ...
Primary Questions            • Incident specific                      questions to best                      describe scene...
Dispatch                      Recommendation              • Resource Allocation &                      Response Prioritiza...
Pre-Arrival Instructions                • Pertain as much to                      Police and Fire as                      ...
Secondary Questions                • Post Dispatch                      Questions                • Previous history,      ...
Call Closure                 • Standardize the call                      close process                 • Set expectations ...
Key Takeaway                      The content is secondary to the process        Own the process and the content comes nat...
Quality Assurance               • A system that can’t                      be measured can’t                      be impro...
Case Study  • Ogle County 911 ETSB (Illinois)  • Sandy Beitel, 911 Coordinator  • Population 55,000  • Serves 5 PD’s & 37 ...
Lessons Learned                Benefits Realized      • Internal Champion              • Greater consistency               ...
Overcoming Objections           • We do that already           • You can’t script                      police calls       ...
The “L” Word                  • Can be overstated                  • Be consistent                  • Develop policy      ...
Action Plan           •          Appoint a Champion           •          Funding Sources?           •          Vendor Due ...
Action Plan            • Select Vendor                  ✴     Cards or Software                  ✴     CAD integration    ...
The Outcomes            • Greater Consistency in                      Call Handling            • More Objective Dispatch  ...
Good people                      want to help                           38Monday, April 1, 13
“In 10 years, people won’t believe you                       when you tell them there was a time                         w...
Thank You!                           What Happens Next?                        PowerPhone.com/Resources                   ...
911 Calls Us®   #notjustEMD                      ©	  Copyright	  2011Monday, April 1, 13
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It's Not Just EMD: A PowerPhone Webinar

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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

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It's Not Just EMD: A PowerPhone Webinar

  1. 1. 911 Calls Us® #notjustEMD ©  Copyright  2011 1Monday, April 1, 13
  2. 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 ©  Copyright  2013 2Monday, April 1, 13
  3. 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 ©  Copyright  2013 3Monday, April 1, 13
  4. 4. What did we learn? 4Monday, April 1, 13
  5. 5. Training alone is not enough! #notjustEMD ©  Copyright  2013 5Monday, April 1, 13
  6. 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 #notjustEMD ©  Copyright  2013 6Monday, April 1, 13
  7. 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! #notjustEMD ©  Copyright  2013 7Monday, April 1, 13
  8. 8. Demographics Poll 8Monday, April 1, 13
  9. 9. 911 Today... • Heightened public expectations • Technological advances • Interoperability • Increased reporting • “Doing more with less” #notjustEMD ©  Copyright  2013 9Monday, April 1, 13
  10. 10. 911 Tomorrow... • Changing call demand • Non-traditional channels • Consolidation • Doing more with less! #notjustEMD ©  Copyright  2013 10Monday, April 1, 13
  11. 11. Standard of Care 11Monday, April 1, 13
  12. 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 ©  Copyright  2013 12Monday, April 1, 13
  13. 13. Any Call... • Address details • Caller details • Nature of response • Where + What = Who Goes and How Fast #notjustEMD ©  Copyright  2013 13Monday, April 1, 13
  14. 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 #notjustEMD ©  Copyright  2013 14Monday, April 1, 13
  15. 15. Protocol Poll 15Monday, April 1, 13
  16. 16. The EMD Process • Structured information gathering • Objective dispatch recommendations • Pre-arrival instructions • Updates to responders • Validation via Quality Assurance #notjustEMD ©  Copyright  2013 16Monday, April 1, 13
  17. 17. <10% #notjustEMD ©  Copyright  2013 17Monday, April 1, 13
  18. 18. 70% #notjustEMD ©  Copyright  2013 18Monday, April 1, 13
  19. 19. 9-1-1 One Protocol! #notjustEMD ©  Copyright  2013 19Monday, April 1, 13
  20. 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 #notjustEMD ©  Copyright  2013 20Monday, April 1, 13
  21. 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. #notjustEMD ©  Copyright  2013 21Monday, April 1, 13
  22. 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 22Monday, April 1, 13
  23. 23. Initial Survey • Incident Location & Caller Details • Nature of Emergency • Party Caller • Special Circumstances #notjustEMD ©  Copyright  2013 23Monday, April 1, 13
  24. 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 #notjustEMD ©  Copyright  2013 24Monday, April 1, 13
  25. 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 #notjustEMD ©  Copyright  2013 25Monday, April 1, 13
  26. 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 ©  Copyright  2013 26Monday, April 1, 13
  27. 27. Secondary Questions • Post Dispatch Questions • Previous history, hazards, etc. • Scene Safety • Evidence Preservation • Paint the picture for responders #notjustEMD ©  Copyright  2013 27Monday, April 1, 13
  28. 28. Call Closure • Standardize the call close process • Set expectations • Train your callers. Make them an active participant in the delivery of service #notjustEMD ©  Copyright  2013 28Monday, April 1, 13
  29. 29. Key Takeaway The content is secondary to the process Own the process and the content comes naturally 29Monday, April 1, 13
  30. 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 #notjustEMD ©  Copyright  2013 30Monday, April 1, 13
  31. 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 ©  Copyright  2013 31Monday, April 1, 13
  32. 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! 32Monday, April 1, 13
  33. 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 #notjustEMD ©  Copyright  2013 33Monday, April 1, 13
  34. 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 ©  Copyright  2013 34Monday, April 1, 13
  35. 35. Action Plan • Appoint a Champion • Funding Sources? • Vendor Due Diligence ✴ Similar programs, but definite differences! ✴ Check References ✴ Post Sales Support #notjustEMD ©  Copyright  2013 35Monday, April 1, 13
  36. 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 #notjustEMD ©  Copyright  2013 36Monday, April 1, 13
  37. 37. The Outcomes • Greater Consistency in Call Handling • More Objective Dispatch Decisions • Higher Standard of Care • Better Protect Callers & Responders #notjustEMD ©  Copyright  2013 37Monday, April 1, 13
  38. 38. Good people want to help 38Monday, April 1, 13
  39. 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 ©  Copyright  2013 39Monday, April 1, 13
  40. 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.comMonday, April 1, 13
  41. 41. 911 Calls Us® #notjustEMD ©  Copyright  2011Monday, April 1, 13

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