10/22/24

For more than four decades, PowerPhone has been synonymous with excellence in 911, setting the standard for telecommunicator training across the United States. Founded in 1984, our mission was clear from the beginning: to recognize and elevate the critical role of the 911 call taker within the emergency response ecosystem. We’ve had the privilege of training over 500,000 dispatchers, providing them with the skills and confidence to handle some of the most challenging and complex emergency situations.

The legacy of PowerPhone is one of innovation, dedication, and a relentless commitment to improving 911 outcomes. My father, Phil Salafia, our founder, was a true pioneer in advocating for the importance of structured call handling for telecommunicators. He identified early on what many others had overlooked—that dispatchers were much more than just the people on the other end of the phone directing responders. They were an essential, yet underappreciated link in the emergency response chain.

From the very beginning, PowerPhone sought to redefine what it meant to be a dispatcher. We were the first to develop police and fire protocols, and authored crisis communications concepts that have since become the bedrock of 911 training standards nationwide. Phil, along with a dedicated team of professional trainers, traveled the world, providing training on topics like law enforcement and fire service dispatch, suicide intervention, domestic violence, and more. We stayed current with the issues impacting public safety, setting the bar high for others in the industry. PowerPhone became the gold standard for dispatcher training, often imitated but never replicated.

As technology evolved, so did we, and we introduced a customizable, comprehensive 911 protocol software product, Total Response, built on the foundation of our passion for transforming chaos into clarity and information into action. Currently serving more than 700 PSAPs nationwide, the Total Response system has reinforced our mission: equipping telecommunicators to save lives, and we’re proud to share the next step of our evolution, as we update our company name to Total Response.

As we transition to our new name, Total Response, we do so with pride and deep reflection. This is not a pivot; it’s a natural evolution—one that builds on forty years of excellence. Our core values and commitment remain the same, and the mission that Phil started is more relevant than ever. We are standing on the shoulders of everything we’ve achieved—every dispatcher trained, every life saved—and moving into the future with a name that reflects the breadth and depth of what we do.

The name Total Response is not just a rebranding; it’s an embodiment of the platform we’ve built over the years. The essence of Total Response lies in its comprehensive approach to 911 call handling. It’s no longer just about medical dispatch—structured protocols can and should be applied to every emergency, whether it’s a call for police, fire, or EMS. Total Response captures this holistic approach, ensuring precision, accuracy, and care. Every call. Every time.

Internally, Total Response serves as more than just a new name—it’s a call to action. It reminds us of the high level of service we’ve always provided to our customers and the public safety community. We understand the critical nature of the work you do every day, and we are committed to giving you our very best. The name Total Response reflects our promise to always be there for you, to support you, and to continue raising the bar for service and innovation.

For us, this transition is a celebration of where we’ve been and an exciting step forward into the future. We will continue to challenge the status quo, exceed expectations, and find new ways to improve the 911 system. We remain committed to the values that have always guided us—integrity, service, and a relentless focus on saving lives. The trust and partnership we’ve built with telecommunicators, public safety agencies, and the communities they serve, will only grow stronger as we embrace this new chapter.

As we move ahead as Total Response, we do so with a deep appreciation for the legacy of PowerPhone. The journey that began four decades ago with a mission to train and empower dispatchers has now evolved into something much greater. But we have never forgotten where we started, and we look back with pride on the work that has shaped us into the organization we are today.

Phil Salafia’s vision and pioneering spirit live on in everything we do. We will continue to build on that legacy, ensuring that the next forty years and beyond are as transformative as the last.

We are excited for the future and confident that Total Response is not just a name—it’s a reflection of our ongoing mission to provide best-in-class solutions to the ever-evolving challenges of emergency communications. We are Total Response, and we are here for you.

8/8/24

When we talk about unified 911 solutions, we talk about PSAPs having access to three protocol types on one screen. No toggling. No starting over in another service track. All protocols at your fingertips.

In the high-stakes world of 911 call handling, consistency is crucial. By using protocols only for medical calls, you’re leaving law enforcement and fire/rescue calls vulnerable to variability and human error.

The use of protocols streamlines the call-taking process, reducing the cognitive load on call takers and enabling them to respond more swiftly and accurately. By extending your protocols to law enforcement and fire/rescue calls, you enhance overall efficiency, leading to quicker response times and better outcomes for all emergencies.

Freelanced questioning and pre-arrival instructions can lead to inconsistent information gathering and instructions, potentially jeopardizing safety. Using protocols regardless of who needs to respond guarantees that every caller receives the same high level of service and instruction, minimizing risks and enhancing the reliability of your emergency response system.

When you have access to a complete set of 911 protocols, you ensure that all facets of your emergency response are covered. This holistic approach not only improves service quality but also reflects a commitment to excellence and comprehensive public safety.

Implementing protocols across all call types simplifies training and quality assurance processes. Your call takers will benefit from a unified approach, making it easier to train, monitor, and evaluate performance across the board, leading to a more skilled and reliable team. Veterans and new hires will have the tools to address every call with the same precision and care, regardless of the nature of the emergency.

Don’t settle for partial solutions. Elevate your 911 center’s performance by integrating protocols for all three services: medical, law enforcement, and fire/rescue. Emergency communication centers can better assess and respond to diverse situations, ultimately leading to faster response times, improved outcomes, and heightened safety for everyone involved.

That’s why we take pride in our Total Response 911 protocol software. It provides PSAPs with all three protocols, 988 compatibilities, plus integration with life-saving apps like PulsePoint AED and what3words. Our mission is to provide a comprehensive solution that will help you transform every emergency call into a seamless, effective response, every time.

7/22/24

In the initial moments after a cardiac arrest, seconds truly matter. Prompt deployment of an Automated External Defibrillator (AED) can be the difference between life and death. But the presence of a nearby AED may not be known to the caller or the emergency telecommunicator. Similar to providing cardiopulmonary resuscitation instruction (T-CPR), equipping telecommunicators with automated external defibrillator locations (T-AED) can improve outcomes. The PulsePoint Emergency AED Registry is accessible to telecommunicators through integrations with industry partners like PowerPhone. Telecommunicators are provided the exact location of registered AEDs within the familiar pre-arrival instruction workflow of Total Response.

While today it’s considered a best practice for emergency telecommunicators to provide CPR instructions to callers reporting unconscious/unresponsive victims, recommending nearby AEDs is the natural next step in advancing the chain of survival.

PulsePoint AED is a sophisticated tool that helps agencies collect and manage community AEDs, allowing these life-saving devices to be placed in motion faster and more often through the Emergency AED Registry. PulsePoint is a public, non-profit 501(c)(3) organization. The Emergency AED Registry represents a cornerstone of its mission to help public safety agencies improve cardiac arrest survival rates—and is available to your communications center free of charge.

The American Heart Association recommends that the location of all AEDs in a community be known to local emergency dispatch centers through the development of AED registries. They suggest that AED location and device information be current and accessible to emergency dispatchers and available to AED-locating systems such as mobile apps. In communities also equipped with PulsePoint Respond, the Emergency AED Registry can immediately alert AED owners and community program volunteers to nearby cardiac arrest events via AED-Needed Alerts.

While AED registries have traditionally been used to meet regulatory requirements, the growing use of purpose-built, time-of-need emergency AED registries offer meaningful new opportunities to increase lifesaving AED deployment. In The Villages® (Sumter County, FL), residents use PulsePoint AED-needed alerts for immediate awareness of neighbors needing defibrillators. The program allows residents to subscribe to specific AEDs and receive “needed nearby” notifications when a suspected cardiac arrest is reported to 911. According to Stephen Kennedy, Assistant County Administrator for Sumter County, “the system decentralizes program management by moving more capabilities to those directly responsible for individual AEDs. Notifying responders using this method has streamlined our process and allowed our community-based residential AED initiative to scale much faster.” AED-needed alerts work with registered AEDs of any make or model.

Communities have been placing AEDs in public places for more than 30 years, but according to the CARES 2023 Annual Report, only 11.7% of patients who experienced cardiac arrest in public received assistance from a bystander with an AED. This gap highlights the need for innovation and the application of new capabilities to enhance our public AED network. Emergency AED registries that inform and empower dispatch center staff, as well as alert individuals with an AED nearby, offer new hope for improved outcomes and novel approaches to investigate.

Learn more at aed.fyi.

6/18/24

Everyone working in a 911 center must grapple with a common challenge each day they come to work: any action they take can have a significant impact on the citizens they serve. Even when we strive for the best possible outcome on every call, we cannot control the unpredictability of a crisis. Even when those on the frontlines of emergency response have done everything in their power to help, they can sometimes be scrutinized for the actions taken when something goes wrong.

While many believe in (or claim) PSAP immunity from lawsuits, the reality is more nuanced.

Simply put: PSAPs are not immune from legal challenges. The extent of your liability depends on various factors, including state laws, the nature of the emergency, and the actions of the dispatcher.

There are many ways PSAPs can be found liable. Whether it’s a failure to follow protocols, mishandling of sensitive information, or inadequate communication, the consequences of unprepared telecommunicators can be severe. As the legal landscape continues to evolve, PSAPs must prioritize their technology and training to minimize risks and ensure the best possible outcomes for those in need while protecting your center from legal action.

Your team is only as good as the tools they have on hand. That’s why with access to the latest knowledge and technology, you foster confidence in their abilities, your protocols, and your center, and even potentially boost your PSAP retention rates.

Seamless Integrations

911 technology has come a long way from the printed guide cards of yesterday. Now, more than ever, it’s important to have a 911 protocol software that integrates with location assistance technologies like what3words and tools like the PulsePointAED registry. These integrations can provide PSAPs with life-saving resources and precise locations in tricky and complex environments.

For PSAPs looking to enhance their emergency response capabilities, a seamless integration with your CAD is also a crucial step. By leveraging the strengths of advanced CAD systems and comprehensive 911 protocol software, PSAPs can ensure they are always ready to respond swiftly and effectively, safeguarding your communities with precision and care.

Connecting to Local Resources

Another benefit of updating your technology with a system that can be tailored to your community and specific needs is that your telecommunicators can have access to precise information such as building schematics, weather links, and park maps. Adding these hyperlocal resources to your protocol software can pinpoint where help is needed and get responders there quickly and safely.

Modern technology also makes it easier for telecommunicators to manage an influx of calls. For example, when your team is dealing with a multi-car accident or a large structure fire, modern software solutions can easily share vital on-scene information as the situation evolves with the right responders.

Multi-Discipline Capabilities and Flexibility

Emergency response is complex and dynamic. Calls for help can change quickly, requiring different questions, sometimes changing the pre-arrival instructions to offer, and at times upgrading the priority of a response. Having the technology and tools that allow easy access to fire, police, medical and mental health protocols help you prepare and empower your team to confidently handle every call, every time.

Since most 911 calls require a multi-service response, your protocol system should give you access to all protocols on one screen, regardless of the service type. Why? Because emergencies cannot be confined to a silo. A unified protocol system that puts all protocols in the hands of capable users helps ensure your team can respond to citizens requesting help from 911. Cross-service cooperation is crucial for an efficient and safe response for both the callers and on-scene responders, keeping everyone on the same page for every call, every time.

Protocols Tailored to Your Community

When your team consistently follows and implements documented and customized protocols, it keeps them on the same page. Protocols help ensure that you provide a consistent level of service every time someone asks for help. Consistency is the best tool you can have to reduce your agency’s liability exposure.

By customizing protocols to your community, you also allow your team to better utilize the resources of your on-scene responders, helping all teams work effectively and efficiently.

Comprehensive Training

Beyond the immediate impact on emergency response, inadequate training poses significant liability risks to 911 centers by leaving room for errors. The more training your telecommunicators have, the more prepared they will be for whatever emergency is on the other end of the phone line.

Training includes call-handling training, education on how to use your 911 protocol software, certifications and continuing education courses. The combination of all three will empower your team to make informed decisions under pressure.

A well-trained team is better equipped to handle multi-service emergencies, minimize errors, and uphold the highest standards of professionalism and safety, which can reduce the risk of liability not only for your center, but for your individual call takers.

Updated technology, innovative and flexible software, and training are not just boxes to check; it should be an imperative goal for all 911 centers. You can safeguard the integrity of your operations, protect your staff and communities, and uphold the highest standards of service excellence.

In today’s litigious society, any misstep or perceived negligence can result in costly legal battles, damage to your center’s reputation, and, most importantly, compromise public safety.

So, while eliminating the risk of liability completely is unrealistic, your PSAP can put tools and training in place to greatly reduce the risk. By doing this, you’ll also see a consistency in call handling that results in the best possible outcomes for callers in need.

5/20/24

One of the most effective ways to enhance the efficiency of your PSAP is through the seamless integration of Computer Aided Dispatch (CAD) systems and advanced 911 protocol software. 

Our recent partnership between our Total Response 911 protocol software and SmartCOP’s CAD system demonstrates this and provides a compelling model for other PSAPs to follow.

When a 911 call is received, the speed and accuracy with which information is processed can significantly impact the outcome. By integrating Total Response with SmartCOP’s CAD system, call takers are guided through over 80 different complaint types, ensuring that no critical information is overlooked. This streamlined process reduces the risk of errors (and liability), and improves the overall efficiency of emergency response operations.

CAD integration with your 911 protocol software allows dispatchers to utilize a unified system, ensuring that all relevant details are captured accurately and uniformly. This consistency is vital for emergency call centers committed to delivering top-tier service and community safety.

The seamless connection between Total Response and SmartCOP’s CAD system enhances the flow of information between the two platforms. This integration allows for real-time updates and ensures that dispatchers and first responders have access to the most current and comprehensive information available. The better the flow of information, the better response outcomes, and greater operational efficiency. 

A system like SmartCOP supports various public safety disciplines, including law enforcement, fire, and EMS. Total Response is a 911 protocol software that provides protocols for police, fire, mental health, and medical emergencies, making this integration even more simple, efficient and user friendly. The multi-disciplinary approach means that all relevant agencies can work together more effectively, coordinating their efforts based on a shared, up-to-date picture of the situation. Resources can be deployed where they are most needed, enhancing the overall response capability. When you put two multi-disciplinary systems together, call takers get an unparalleled look at the incident on hand, which in turn prepares their on-scene responders before they arrive.

The integration between Total Response and SmartCOP ensures that information is captured quickly and thoroughly, providing dispatchers and first responders with a comprehensive understanding of the scene conditions before they arrive. This foresight can make a significant difference in how emergencies are managed and resolved.

The integration of Total Response and SmartCOP is part of a broader commitment by PowerPhone to empower 911 centers with innovative solutions. With nearly 50 integrated partners already, we continue to collaborate with CADs so PSAPs have the most cohesive and efficient tools on hand. Collectively, we work to ensure that all public safety professionals are as prepared as possible.  

For PSAPs looking to enhance their emergency response capabilities, a seamless integration with your CAD is a crucial step. By leveraging the strengths of advanced CAD systems and comprehensive 911 protocol software, PSAPs can ensure they are always ready to respond swiftly and effectively, safeguarding their communities with precision and care. 

The COVID-19 pandemic highlighted the critical importance of a positive and supportive workplace culture. PSAPs already faced unprecedented challenges: the demanding nature of 911, irregular schedules, exposure to traumatic events, and limited resources. When the pandemic hit, these issues were even more magnified as telecommunicators had to balance the reality of remote schooling, public entity shutdowns, isolation, and uncertainty.

One of the most important takeaways from the pandemic was that organizations who prioritized communication, empathy, and flexibility were better equipped to weather the storm and support their employees.

The lessons learned during the pandemic underscore the value of a positive workplace culture in fostering resilience, engagement, and overall organizational success- specifically in attracting and retaining a skilled workforce. With 82% of PSAPs surveyed by NENA and Carbyne reporting difficulty in filling open positions, it’s clear that the emphasis on culture plays a huge role in keeping PSAP seats full.

The 2024 Pulse of 911 Survey from NENA and Carbyne reported that 29% of respondents considered the negative workplace culture in their PSAP a top workplace issue. Coupled with the growing reports of burnout, a supportive work environment where employees feel heard and validated can make a difference in someone leaving or staying at your PSAP.

It’s simple: In a professional environment where teamwork thrives, support is abundant, and well-being is valued, staff are more likely to stay in that job. That’s the essence of a positive workplace culture. Telecommunicators have a high-stress job, oftentimes experiencing emotional fatigue or even PTSD. A workplace that recognizes that stress and tries to reconcile it the best they can goes a long way.

Clear Communication: Encourage open communication channels where staff feel heard and respected. Regular team meetings, feedback sessions, and anonymous suggestion boxes can provide avenues for dialogue and improvement.

Training and Support: Investing in comprehensive training programs and ongoing professional development not only enhances employees’ skills but demonstrates a commitment to their success. Supporting your team also means providing the tools your telecommunicators need to navigate every type of call. Continual training for both veteran and newly hired 911 emergency telecommunicators keeps call takers prepared for all types of calls, especially the critical ones.

Training is important, but you also need to provide the tools they need to be able to use that training effectively. Consider choosing tools that support telecommunicators by providing flexible scripts and Quick View terms to guide the call taker through handling

Recognition and Appreciation: Recognizing and celebrating the hard work and dedication of employees can boost morale and foster a sense of belonging. Whether through verbal praise, awards, or small gestures of appreciation, acknowledging employees’ contributions goes a long way in building a positive workplace culture. Did one of your telecommunicators help deliver a baby recently? Or help someone escape a house fire? Celebrate it!

Mental Health Support: It is common for people working in this industry to experience vicarious, or secondary trauma. Due to their continuous exposure to victims of trauma and violence, access to counseling services and peer support groups help telecommunicators cope with the stress and trauma that comes with the job. The aftermath of critical calls can lead to PTSD for many. A formal counseling program or a Critical Incident Stress Debriefing (CISD) after these types of calls can help your team process the experience and mitigate stress. Help challenge the stigma about stress and mental health within the emergency response field by giving your team the opportunity to heal.

Work-Life Balance: Striking a balance between work responsibilities and personal well-being is essential for employee satisfaction and retention. Flexible scheduling, adequate time off, and promoting self-care initiatives can help alleviate stress and prevent burnout. Retention is a universal issue in PSAPs and scheduling can be a difficult pain point. Do your best to communicate with your staff, hear their concerns, and try to compromise when possible.

Team Building Activities: Team-building activities and social events outside of work can strengthen bonds among staff members and promote a sense of camaraderie. Building a supportive network within the workplace helps employees feel connected and valued. It’s important for telecommunicators to have peers who can relate to their experience, offer support and advice, and just understand their questions, concerns, and problems.

In public safety, a positive workplace culture is not just about improving employee morale; it’s about ensuring the effectiveness and efficiency of emergency response operations. By prioritizing communication, support (in the form of the right tools, training, and emotional support), recognition, work-life balance, and team building, PSAPs and 911 communications centers can create environments where employees feel empowered, valued, and motivated to make a difference in their communities. Investing in the well-being of staff is not only a sound recruitment and retention strategy but also a testament to the commitment to public safety and service excellence.

Behind every successful emergency operation lies a team of highly trained 911 telecommunicators, ready to provide calm guidance and quickly gather important information in times of crisis. Give your telecommunicators the tools they need to be successful in their job, and you will help keep them in their seats.

Confidence is key in any high-pressure situation, and for 911 telecommunicators, it is indispensable. Comprehensive training equips them with the skills and knowledge needed to handle diverse emergencies efficiently. From medical emergencies to natural disasters, or even an officer down scenario, a well-trained telecommunicator can confidently navigate through any call, ensuring a timely and appropriate responses for every call, every time.

Training doesn’t just benefit the individual telecommunicator, but it helps all responders. It also fosters a sense of investment in the 911 center. When call takers feel prepared and supported, they are more likely to develop a strong attachment to their workplace.  

Centers can cultivate a culture of excellence and commitment among their staff by providing training programs that prioritize skill development and professional growth.

For any professional, career advancement opportunities and training serve as the gateway to growth. It opens doors to specialized roles such as supervisory positions, training coordinators, or even management positions within emergency response organizations. By offering continuous learning and development opportunities, centers can empower their employees to chart meaningful career paths within the field and offer an additional incentive to stay at the center. Regardless of the industry, when a workplace invests in their employees, employees invest in the workplace.

High turnover rates pose significant challenges for emergency communication centers. However, comprehensive training programs can be a powerful tool for retention. When telecommunicators feel valued, supported, and equipped to handle the demands of their role, they are more likely to stay committed to their careers for the long term. By prioritizing training and professional development, centers can reduce turnover rates and maintaining a stable, skilled workforce. 

Training plays a multifaceted role in empowering 911 telecommunicators and improving the overall effectiveness of emergency communication centers. Training programs serve as a cornerstone of success in the world of emergency response. These programs instill confidence, foster investment in the center, provide pathways to advancement, and promote retention. 

As technology evolves and new challenges emerge, continued opportunities for training will remain essential in ensuring that telecommunicators are prepared to meet the demands of their crucial role on the front lines of emergency response.

Training should not be treated as an afterthought. It’s an integrated part of your call taking process and should be a seamless part of your PSAP.  

How do you train new telecommunicators at your PSAP? What about continuing education? Does your PSAP have any training requirements?  

If you are having a hard time retaining talented telecommunicators, it may be time to reevaluate your current training platform. Having training options for your team that are in-depth, provide certifications, are consistent with local and federal requirements, and are available on-demand, can help you keep your team prepared and confident to take on any call.  

Implementing a training platform like our Site Licensed Training, that is included with our Total Response decision support system, provides PSAPs with an easy, flexible, on-demand option to not only train effectively for their position, but grow professionally. If you’re looking for a fresh take on 911 telecommunicator training, check out our Site Licensed Training portfolio here. 

Benjamin Franklin said it best, “For the best return on your money, pour your purse into your head.” 

Effectively training your team is an investment in your team. A team that feels investment from their leadership, will continue to invest themselves into your PSAP.

The backbone of effective emergency response lies in the hands of 911 telecommunicators.
These dedicated professionals play a crucial role in ensuring timely and accurate responses to all types of emergencies. However, the increasing number of retirees and professionals leaving the industry, mixed with the lack of new call takers applying for the roles needing to be filled, has highlighted a pressing need to boost staffing levels. In this blog, we’ll explore practical strategies to attract and retain skilled individuals for these critical roles.

Investing in comprehensive training programs and certifications is key to equipping 911 call takers and dispatchers with necessary skills. Only 44% of telecommunicators surveyed by NENA felt adequately trained to respond to most crises*, which certainly shows the disconnect.

Leadership should consider partnering with a reputable training company to ensure that staff members receive up-to-date and relevant education. Continuous training not only enhances performance but also boosts confidence in handling diverse emergency situations. This confidence can help your call takers be prepared for the types of calls they’ll ultimately receive.

Providing your employees with certification opportunities can also offer them an additional incentive for career advancement and shows your investment in them as team members.

One of the most effective ways to attract and retain skilled professionals is by advocating and offering competitive pay and benefits. Leadership must recognize the demanding nature of 911 call taking and reflect this understanding in the compensation packages. A well-structured benefits program, including health insurance, retirement plans, and other perks, can make these positions more attractive to prospective candidates.

While you may not always have that much decision-making power for things like pay and benefits, advocating for your team can often go a long way.

One way we can encourage a universal increase in benefits for telecommunicators is by supporting the 911 SAVES bill. This legislation would reclassify Public Safety Telecommunicators as a “Protective Service Occupation” in the federal government’s Standard Occupational Classification system. This would provide telecommunicators with additional equity in responder benefits like mental health support and the ability to apply for government grants. You can learn more about this initiative and reach out to your members of Congress here.

Create a clear career advancement path for your 911 call takers. Instituting incentive programs that reward continuous learning, exemplary performance, and tenure can motivate employees to stay and grow within the organization. This not only benefits the individual but also ensures a pool of experienced staff for critical roles. It can be extremely motivating for new hires to see that their hard work and dedication is not only recognized but rewarded.

Ninety percent of PSAPs surveyed by NENA provide some type of support service, however only 18% of telecommunicators use them*. This may be an indication of a lack of awareness of the services available to them or maybe even an overall dismissal of the use of them. Either way, there’s a disconnect.

Working in the public safety industry can be emotionally taxing due to the nature of the calls they handle. Recognizing and addressing the mental health needs of these professionals is crucial. Implementing counseling services and support programs can help them cope with stress and trauma. Creating a culture that prioritizes mental well-being contributes to a healthier and more resilient workforce.

Leadership in PSAPs and emergency response centers should encourage their telecommunicators to use these mental health services and make them easily accessible.

Acknowledge the challenging schedules that come with emergency response roles. Offering flexible scheduling options, such as compressed workweeks when feasible, can enhance work-life balance. This flexibility can be a deciding factor for individuals considering a career in 911.

Foster a sense of pride and community among your team. Highlight their contributions through community engagement initiatives and recognition programs. By showcasing the importance of their role in public safety, decision-makers can enhance job satisfaction and instill a sense of purpose in their staff.

By making these critical workplace changes, leadership can create an environment that attracts and retains the dedicated professionals needed in public safety.

* 2023 Carbyne and NENA Pulse of 9-1-1: State of the Industry Survey

Emergencies can change in a split second, which is why 911 telecommunicators must be prepared for any scenario that could be on the other end of the phone.  Yet, only 44% of telecommunicators surveyed in a recent NENA study felt adequately trained to respond to most crises.*  

Traditionally, emergency services often relied on separate systems (if any) for law, fire, and medical emergencies. However, the creation of multi-service software has revolutionized the way these professionals operate.  Multi-service software offers public safety professionals a unified platform that covers all aspects of emergency response.  

A multi-service platform enhances the capabilities of those who answer the call by providing a unified way of quickly making decisions. It is a decision support system for all calls, including complex calls that require protocols from more than one service to streamline communication and pre-arrival instructions. This helps keep all responders safe with immediate and cross-service updates. Simply put, it is a game changer.

Using a multi-service call handling platform can help streamline the dispatching of emergency services with diverse emergencies. Instead of toggling between different systems and calls, call handlers can access protocols for law enforcement, fire, and medical situations all within a single interface. This not only saves valuable time but also ensures a more cohesive and coordinated response.  

Most 911 calls require at least two types of emergency services, whether it’s law and fire, law and medical, or all the above. Having cross-service cooperation is crucial for an efficient and safe response for both the callers and on-scene responders.   

For a disorderly conduct, aggravated assault, or domestic violence call for example, your law enforcement and EMS responders need to know if there are any weapons present, if the environment is secure, how many injured people are present, and more. These details impact how both medical and law responders will enter the scene. When using a multi-service system, your responders have access to the same information at the same time. Everyone is on the same page for every call.  

A multi-service platform provides standardized protocols for each type of emergency, guiding call takers through the necessary steps to assess the situation and help ensure an appropriate response. This standardized approach minimizes the risk of errors and ensures a consistent level of professionalism.  

For a structure fire call, firefighters need to know if there are any known injuries to be aware of. That information needs to be conveyed to both medical and fire responders. With multi-service software, all responders have access to the same information and can evaluate the full situation and move forward with caution if needed.

A multi-service platform enhances communication and collaboration among different emergency response teams. If law enforcement is on their way to a breaking and entering call and in that time the homeowner on the phone with 911 is shot by the intruder, they can simultaneously dispatch EMS and alert the enroute police officer, so all responders are aware of the situation as it evolves.  

With real-time updates and a centralized system, police officers, firefighters, and medical personnel are all aware of the situation as details change or the emergency progresses, improving overall situational awareness. This leads to more efficient responses, ultimately benefiting the community and saving lives –the lives of callers and responders.

The adoption of multi-service software for 911 call handling is a powerful tool that significantly enhances the efficiency and safety of emergency response. A unified platform for law, fire, and medical and mental health emergencies empowers telecommunicators, police officers, and firefighters to work together seamlessly in the critical moments when every second matters.   

As technology continues to advance, the integration of multi-service software stands as a testament to the commitment of emergency responders to deliver the highest level of service to the communities they serve.  

You may not need access to all emergency services and protocols for every 911 call, but when you do, you’ll have it at your fingertips – and so will your callers.  

Whether your agency answers several types of calls or operates as a single service, our checklist will help you evaluate and select the right provider and partner.

* 2023 Carbyne and NENA Pulse of 9-1-1: State of the Industry Survey