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| New project amps 911's level of service |
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Posted: Friday, August 17, 2012 10:57 am
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Dresden – There’s definitely nothing weak about Weakley County 911.
As the county’s primary public safety answering point (PSAP), the Weakley County Emergency 911 Center answers all of the county’s emergency calls and provides dispatching services for a population of 35,000. In 2011 alone, the center dispatched 30,600 calls for service.
They have long prided themselves on being ahead of the curve, including leading the region in compliance with the Federal Communications Commission’s narrowband mandate.
Most recently, Weakley County also took a giant leap forward with the installation of a revolutionary Computer Aided Call Handling (CACH) system in its dispatch center.
Created by PowerPhone, a leading provider of 911 dispatcher training and technology, CACH is the first software to automate the questioning and information gathering process on any call that comes into the emergency center.
It offers a fully-integrated call handling solution for Weakley County telecommunicators to effectively dispatch resources for all police, fire, and EMS calls.
This project was fully funded by the Weakley County 911 Board of Directors.
“Until CACH, we did not have a computer-based emergency medical dispatching process, much less one with law enforcement and fire, as well,” explained Jamison Peevyhouse, Weakley County Emergency 911 Director.
“Historically, half of the dispatchers are also EMTs. If they were on a call, that caller received a higher level of service. With CACH, now every caller gets the highest level of service.”
This high level of service comes from structured call handling. Each protocol in the system – over 90 – serves as a script for the dispatcher to ask the appropriate questions and offer pre-arrival instructions, such as CPR and EpiPen directions, that are directly relevant to scene conditions.
In addition, each question asked and response given is scored with a weighted dispatch priority, which CACH uses to objectively recommend responder skills and priority levels needed at the scene.
“Our dispatchers finally have consistent structure,” Peevyhouse said. “We’re not just sending out responders. We’re allocating resources better and prioritizing responses, which will help the entire community now and in the future.”
Peevyhouse also explained that his dispatchers have become more confident and empowered thanks to both the guided flexibility of the new call handling system and the rigorous Public Safety Dispatch training they’ve been attending through PowerPhone.
In fact, since CACH was implemented, the pass rate for new trainees at Weakley County went from a low 63 percent to a 100 percent success rate.
“We’re saving lives, we’re saving time, we’re saving money,” Peevyhouse said.
“There’s currently no all-encompassing standard to ensure that 911 call handling and response is consistent, so we’re setting our own standards. And then, we’re surpassing those and setting new ones.
“PowerPhone’s system has a built-in quality assurance program that helps us do just that. They set the level at 80 percent. We set ours at 85 percent. We will continue to move higher every year.”
In fact, Weakley County will soon receive the impressive distinction as a PowerPhone Total Response Accredited Agency after successful completion of the quality assurance program.
“This is a county that just gets it,” said Chris Salafia, PowerPhone’s President. “The core function of CACH is to ensure the safety of and provide help to all callers, as well as to get responders home safe at the end of the day. The citizens and responders of Weakley County should feel very secure and confident in the service they will receive from their emergency 911 center.”
About Weakley County 911
It is the mission of the Weakley County 911 Communications Center to receive any call for assistance from citizens within or around Weakley County.
Weakley County 911 has enhanced 911 capabilities for calls originating from land-based phone systems and is able to provide Phase II wireless locations for cellular callers.
The center dispatches for 12 fire districts, 4 municipal police departments, 3 EMS stations, the sheriff’s department, THP, and numerous first responders and rescue personnel. For more information, visit www.wc911.com or call 364-2647.
About PowerPhone
Built on the premise of One Number, One Protocol®, PowerPhone is the only provider of integrated police, fire and EMD protocols, training and technology solutions.
The maker of Total Response®, a comprehensive system of protocols and quality assurance, PowerPhone delivers flexible guidance, innovative tools and proven methods to empower public safety professionals to make thoughtful, outcome-driven decisions. For more information, visit www.powerphone.com or call 1-800-537-6937.
WCP 8.16.12
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