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Dispatch Improvement

NG9-1-1…Safety For a New Century

By | ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments

 

It’s a stormy night, the roads are slick and as you’re driving home, your car loses control and smashes into a tree. As you start to come around, you notice something is wrong, as a matter of fact, your arm can’t move. Something isn’t right, time to call 9-1-1 and get help before it gets worse. As you wrestle your way to your phone, you hear the sound of sirens in the background and before you know it, there’s a fire truck and ambulance there to help you.

How did the firetruck and ambulance figure out where you were? There were no other cars around you when you crashed. Remember when you bought your car and the salesman at the dealership was overselling this feature called OnStar? Well, when your car ran off the road, OnStar was able to figure out that you were in an accident and based on the GPS and speed information your car sent, Onstar was able to pinpoint your location and make an estimate regarding your level of trauma by analyzing how fast the speed and direction of your car changed.

Now, let’s look at this from the stance of the PSAP. Technology has become continuously more prevalent in our lives. With the increase in technology, is an increase in the amount of media people are able to send to each other. Cell phones are able to send pictures, video, text messages, along with phone calls. It’s a mistake for PSAPs not to embrace this new technology. With this new technology, PSAPs allow new ways for people to contact 9-1-1, such as text messaging, which is a great resource for people who are in situations where calling 9-1-1 would be dangerous. Instead of risking being caught calling the police, Angela can discreetly send a text message to 9-1-1 saying…

“My husband is threatening me with a knife. Send help to 18311 W 10 Mile Road.”

Also, citizens can send in pictures and video to 9-1-1. With these assets, police can review footage of the last fight at Buddy’s Bar and Grill to see who needs to go to jail. 9-1-1 can also receive pictures of an odd colored smoke floating through the air in an attempt to provide a more accurate description and advice to the caller on how to keep themselves safe.

If there’s one thing the 21st century has taught us at Equature, it’s that technology is constantly changing. Instead of shying away from the change, we have embraced it and are committed to providing a recording interface that will log all information your PSAP receives and organize it into a simple interface to allow for easy access when you need it.

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NG9-1-1…Safety For a New Century

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
  It’s a stormy night, the roads are slick and as you’re driving home, your car loses control and smashes into a tree. As you start to come around, you...

Alleviating Conflict Resolution Issues

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
A communications center is a unique environment that most of us of come to love, while at the same time many of us hate it.  With these feelings boiling inside...

11 Refresher TIPS for Dispatchers

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
When you are hired and first trained on the 911 systems you are learning a multitude of other skills and information all at the same time. You may not have...

Download 4 Reasons Public Safety Organizations Need Real-Time Interactive Response White Paper

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Alleviating Conflict Resolution Issues

By | ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments

A communications center is a unique environment that most of us of come to love, while at the same time many of us hate it.  With these feelings boiling inside of us simultaneously, we often move from one to the other during the same shift. Incorporating some practical skills and taking time to focus on this topic will help in resolving this issue.

What is the attitude of your communications center? Is it a good attitude or bad attitude? A center’s attitude is the same as the general attitude of the employees and management.  Do employees generally go above and beyond to help a caller?  Do you take a few extra seconds when you have them to help a person out?  You may have started with a good attitude that has now turned into a bad attitude. The most important factor about attitude is to understand that your attitude is yours, and you can change it. You have no one to blame but yourself.

When conflict arises in your center, ask yourself; Why are you having this conflict? Is this issue really important?  Do you have to be right? What is the interest of the other person involved? Have you listened to what they are saying? Many of us think that we are listening when we simply are not.

Some contributing factors to the conflict may be the following:  If you are always first to explain your side. Second, not listening and third, the fear of not being right. Some suggestions to improve conflict situations are to “eat crow” (eat your words) and say you are sorry. A simple reasonable conversation could help resolve the conflict and allow you to move on. Some other things to keep in mind when dealing with conflict are to avoid the rumor mill – it is never beneficial, do not over react, be realistic with your expectations, stop playing games, and confront conflict immediately.

To successfully resolve a conflict, you will need to learn and practice two core skills: the ability to quickly reduce stress in the moment and the ability to remain comfortable enough with your emotions to react in constructive ways even in the midst of an argument or a perceived attack.  Take a minute to think about it, breath, relax, and respond to the issue in a constructive way.

Remember, if you have conflict look at what part you are playing in that conflict. It takes two.

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NG9-1-1…Safety For a New Century

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
  It’s a stormy night, the roads are slick and as you’re driving home, your car loses control and smashes into a tree. As you start to come around, you...

Alleviating Conflict Resolution Issues

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
A communications center is a unique environment that most of us of come to love, while at the same time many of us hate it.  With these feelings boiling inside...

11 Refresher TIPS for Dispatchers

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
When you are hired and first trained on the 911 systems you are learning a multitude of other skills and information all at the same time. You may not have...

Download 4 Reasons Public Safety Organizations Need Real-Time Interactive Response White Paper

Need to Talk to Us?
We are Listening…

11 Refresher TIPS for Dispatchers

By | ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments

When you are hired and first trained on the 911 systems you are learning a multitude of other skills and information all at the same time. You may not have retained everything you were taught which is why it is so vitally important to review, refresh and retrain throughout your career.

Some areas that should be reviewed are ANI/ ALI and mapping. Dispatchers and even supervisors may not be verifying ALL of the information when they are processing the call. We may rely too much on the caller giving us accurate information and that might not be the case. You may be writing or typing the information they are giving you and not looking at the screen verifying that the information is correct.

Here is a refresher on some key points to keep in mind:

Know Your Lines

Knowing how to answer each line that comes into the PSAP is extremely important.

Direct 911 lines should be answered “911, WHERE is the location of your emergency?”

Indirect 911 lines should be answered “Identify your PSAP first, WHERE is the location of your emergency?”

ANI/ALI Screen

You should be confirming every ANI/ ALI screen – Here is why… if you are not checking every ALI screen with every 911 call, you are negligent in your duty to act. When you are negligent, you risk litigious situations. If a call comes in and the address is not confirmed then the next time a call comes in at this address, it will still be wrong which could lead to you being on the hook for the liable situation and risking the life of a citizen in need of your help.

Company ID

The company ID (COID) is the phone provider and can be essential information when needing to trace a call or obtain subscriber information. There are hundreds of COID, so do you know them all? What is suggested is to bookmark them so they can be easily accessed in the event of ALI failure or lack of a provided NOC number.

Discrepancy Process

If you do not know your discrepancy process, you should. Anytime a call is misrouted it is important to know why. Sending a discrepancy form every time there is something not right will better the system, processing, and handling of 911 calls.

Cellular Calls

Knowing all the potential locations your cellular calls are coming from is your responsibility.

Knowing the 3 phases of wireless calls is important. Be sure not to confuse the tower information.

Are there occasions when you have relied on your mapping and it does not appear or is inaccurate?

CAD Integration

CAD integration is a great thing but on occasion can cause some delays and issues. As a call taker, you must check and double check the address that has been imported from 911 to CAD to assure that the dispatcher will have an accurate location to send the first responder to.

Disability Indicators

Many states have disability indicators on their ALI screen. If your 911 system does not have the ability to add this information and your CAD does, it may be a good idea to have it. It can surely assist in some situations.

911 Area Code

Calls that come from a 911 area code are coming from non-provisioned cell phones and the dispatcher is unable to call it back. It might be a good idea to tell the caller right away that if you lose contact with them, you cannot call them back.

Can’t Speak Calls

There are many reasons a caller may not be able to speak and it is a good idea to have some tools available when these types of situations arise. One recommendation would be to have them press certain number to indicate a response. Ex. 1 for yes and 2 for no.

911 & TTY

TTY training and making sure you are familiar with the TTY/TDD equipment is essential. Even with training you could easily dismiss a call so making sure you are vigilant and not disconnecting a call until you have checked for a disabled call is extremely important.

Kari’s Law

Before Kari’s Law was in place, hotels and other business facilities required you to dial a 9 to get an outside line. However, with this law in place you do not have to dial a 9 to get an outside line. For more information, you can visit the website – www.nonineneeded.com

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NG9-1-1…Safety For a New Century

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
  It’s a stormy night, the roads are slick and as you’re driving home, your car loses control and smashes into a tree. As you start to come around, you...

Alleviating Conflict Resolution Issues

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
A communications center is a unique environment that most of us of come to love, while at the same time many of us hate it.  With these feelings boiling inside...

11 Refresher TIPS for Dispatchers

| ANI/ ALI, Dispatch Improvement, Equature 911 Blog, NG9-1-1, PSAP | No Comments
When you are hired and first trained on the 911 systems you are learning a multitude of other skills and information all at the same time. You may not have...

Download 4 Reasons Public Safety Organizations Need Real-Time Interactive Response White Paper

Need to Talk to Us?
We are Listening…