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.

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. 

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.

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

Out with the old, in with the bold – PowerPhone is excited to kick off the new year with a fresh Total Response logo that not only reflects our evolving identity but also embodies the very essence of what we stand for.

As we usher in 2024, we’re growing and improving to meet the dynamic needs of PSAPs and public safety professionals around the world. Like our logo, Total Response is not static. Regular updates and innovations keep our software at the forefront of technological advancements, ensuring that emergency response teams always have access to the latest and most effective tools.

If the first thing that pops out to you is the bold and vibrant red “R” that’s because it is meant to command attention. This bold letter isn’t just a visual element; it’s a powerful representation of the qualities, values, and vision that define Total Response and how we’re flipping the script on 911.

Crafted with precision and intentionality, the red “R” isn’t just a color; it’s a call to action. It symbolizes PowerPhone’s commitment to helping telecommunicators deliver immediate and effective responses to critical situations. It stands tall, a beacon of unity and resilience, showcasing the unwavering dedication of emergency responders who act swiftly and decisively in times of crisis.

In the digital landscape, the red “R” signals our software’s readiness to face challenges head-on. It embraces the urgency and gravity of every emergency call, symbolizing the rapid response that defines Total Response. It’s not just a logo; it’s a story of technological innovation. We are committed to providing a tool that is not only rapid but comprehensive and reliable. A tool that ensures the safety and well-being of every public safety professional and caller- from the phone line to the front line.

Beyond the pixels and design, the red “R” holds a mission – the revival of 911 response. With Total Response, we breathe new life into public safety, turning chaos into clarity and information into action. Our technology, passion, and expertise intersect to improve the quality of every call, every time.

Finally, the red “R” serves as a constant reminder that behind every emergency call, there are dedicated individuals ready to respond with skill, compassion, and speed. And behind these remarkable individuals is Total Response, standing strong and committed to making a difference.

We want our software and philosophy to make a positive impact on every emergency call. With Total Response, we’re not just responding; we’re leading the way in transforming emergency response.

Here’s to a new year, a new logo, and a continued commitment to providing a lifeline to public safety, PSAPs, emergency responders and the public.

If you work for a 911 agency or PSAP, you’re in the business of saving lives, and a good system and partner can be your secret weapon. In the fast-paced world of emergency response, it’s crucial to have the right tools at your disposal.

That’s where a 911 Protocol Software comes into play. A combined software system with police, fire, and medical protocols helps your agency gain meaningful and actionable insight that drives improvement in how calls and information are handled to determine dispatch.

This check list focuses on vendor selection. Consider whether the vendor and system truly act as partners in improving response times, enhancing processes, and supporting your team. Use these questions to help evaluate and select the right provider and partner, with an emphasis on reliability, support, and a proven track record.

• Are you working with a vendor that truly understands and adapts to your agency’s needs, making your job easier and more efficient?

• Does the vendor have a proven, patented approach to ensure that your protocols meet both industry and local standards?
• Does the vendor actively support your local medical director, if needed, in making necessary protocol adjustments?
• Does the vendor provide in-house configuration capabilities to help stay on top of local policy changes?

• Does the vendor offer software that combines police, fire, and medical questions, making it easy to identify the resources needed and ensure responder safety?

• Are there keywords in the questions to speed up information gathering, so you don’t have to read the entire question?

• Does the vendor allow you to adapt the questions based on the caller type without being tied to a rigid script?

• Do the vendor’s protocols prioritize questions about the situation, helping you better protect lives, property, and evidence?

• Can your agency’s authorized personnel fully customize the provided protocols to align with your specific requirements?

• Are tools provided for customization without incurring extra expenses?

• Does the vendor allow modifications to protocols without requiring their board’s approval?

• Is there an open API available that’s user-friendly and manageable, even with software updates?

• Are integrations like CPR Counter, PulsePoint AED, and what3words offered by the vendor?

• Does the vendor grant instant access to call monitoring, including real-time feedback for telecommunicators and analytics?

• Does the vendor provide unlimited, online, self-paced training as part of the software package?
• Does the vendor provide you with the support you need to get new hires working faster?
• Does the vendor provide a flexible training program to free up your resources?
• Does the vendor provide ongoing training on how to use the software?
• Does the vendor offer implementation support from industry experts to tailor the software to your agency’s needs?
• Does the vendor provide 24/7 technical support?
• Are updates and upgrades part of the maintenance plan?
• Can you reach out to the vendor’s customer support for answers to your questions?
• Do you have access to a dedicated Customer Success Representative for personalized support?

Our customers—from site administrators to call takers, from small centers, to large PSAPs employing dozens of dispatchers—tell us all the time that they wish it was easier and less costly to get protocols modified to meet their agencies’ and communities’ needs. PowerPhone now makes it easier than ever to customize the protocols of its Total Response software.

With Total Response, we help craft your protocols to meet your own custom needs. In fact, with the Script Builder module, we give you the ability to tweak your protocols on your own, so you can easily modify what dispatchers see on the screen to meet the exact needs of your own organization and the communities you serve and protect.

With all types of responders relying on the information dispatchers gather using Total Response, it’s essential to incorporate these stakeholders into the customization process at your organization. Total Response is designed to collect information based on the type of call, not the response type. Including input from each type of responder creates buy-in and critical collaboration across departmental lines.

My own experience comes from years of serving as a paramedic, firefighter, and then working as a 911 dispatcher. I joined PowerPhone first as a trainer, and now I’m an implementation manager—helping agencies get off to a running start.

My work with PowerPhone has taken me into 911 communication centers around the country, where I’ve seen how wonderfully unique each community is, and the different ways in which they work to keep their citizens safe. Total Response is continuously updated to meet evolving needs, which is why most agencies simply use it out of the box. But we take pride in the ease and efficiency in which organizations can tweak protocols to match their local situations and needs.

Working with a sheriff in Iowa, I was asked to insert a question for our motor vehicle fire protocol. He wanted to add a question about the type of fuel source the vehicle had. The batteries in hybrid and electric vehicles burn extremely hot and need massive amounts of water. He said it could take up to 30,000 gallons of water to extinguish a battery fire, and they would need to activate a tanker shuttle to provide water if hydrants weren’t present. I was able to insert the question on the spot, and we’ve since made it part of our default protocol.

Did you know that there are nearly 18,000 police agencies in the United States and each one can have its own 911 operating procedures that they want reflected in Total Response? Police need as much information as possible within the constraints of a call: Condition of victim, description of suspect, scene assessment, the presence of weapons or other hazards.

PowerPhone pioneered crafting protocols for law enforcement. In fact, we created the very first Police and Fire protocols and pre-arrival instructions. A DOT/NHTSA initiative created EMS protocols, but emergency call handling protocols for Police and Fire dispatch simply did not exist until PowerPhone developed them.

With thousands of different police and sheriff’s departments, we know that PSAPs will want to adjust protocols to better match their standards of procedures. In those cases, the police chief, sheriff, lieutenant, or whomever oversees the project, can sit down and review the protocols, making changes when needed. Often, it is as easy as re-ordering questions, and Total Response makes it easy to re-order, add new, or remove questions.

Total Response provides a robust set of protocols that can be customized to meet the exact guidance of local medical directors, ranging from which medical conditions are inquired about, to the exact ordering of how they want their questions asked. Other stakeholders can also implement customizations. For instance, PSAPs serving rural areas may want to incorporate questions early to determine whether emergency air transport is required.

Fire departments value the easy customization of protocols to address diverse concerns in different locations.  For instance, a rural PSAP requested questions about wind direction and adjacent property types for the grass fire protocol to assess the risk of flames spreading, including questions about structures and potential fuel sources like propane tanks. Another agency added a car fire question asking whether the car was on a road bordering a farm, to help prevent flames spreading to crops and causing a wildfire.

PowerPhone Implementation Managers, working with agencies in the field, as well as everyone else on our team that has customer contact, are always listening to what dispatchers and site administrators have to say. We bring these questions and feedback to regular meetings of our PowerPhone Protocol and Procedure Review Committee (PPRC). So, in addition to helping agencies create their own customizations, we also look for ideas that should be added to our protocols for all customers to benefit. This committee also ensures that our protocols are meeting all industry standards. Some changes wait for the next release, while others (such as asking about hybrid and EVs in car fires) are so important that we immediately push them out to the field.

While some agencies make customizations before deployment, we find that others craft customizations after using Total Response for a while. Often the suggestions come from dispatchers using Total Response every day and then suggest ideas to a site administrator on changes they would like to see to more efficiently handle the situations they face.

Organizations can make protocol changes on their own, but we want to be included in the process—which is why customers can consult with us anytime. We can help ensure that any customization doesn’t impact the logical flow of how answers direct the dispatcher to the next appropriate question, a suggested dispatch recommendation, or direction to applicable Pre-Arrival Instructions. Additionally, we might see universal value to your customization and adopt it for our default system so all current and future Total Response customers can benefit from it in this vitally important work of 911 professionals.

Our team at PowerPhone is comprised of professionals from the public safety world. We have served as telecommunicators, PSAP supervisors, administrators, and on-scene responders. Many of us have used the Total Response software in our centers.

As a former 911 dispatcher, supervisor, and administrator, I came here with my own experience using Total Response. At my last agency, I knew that we could customize the protocols, change the security risk level, and add documents to knowledge-base articles. But, as I embarked on my new role at PowerPhone, I was able to take a deeper look at the many ways Total Response works with the unique needs of an agency.

Here are just a few examples of how versatile Total Response truly is.

Many agencies don’t realize to the extent they can customize the protocols in Total Response to meet individual agency needs. With our current process, we focus on a full adoption of Total Response. This includes initial configuration meetings, end-user training, and a Go Live launch. Collaboration and conversations with the end-users (your telecommunicators) are key in implementing and tailoring these protocols.

It is truly a team effort. We welcome the agency’s input and rely on the telecommunicators to weigh in on their needs as emergency response professionals. For example, with one of our newest customers in Virginia, we realized they needed a protocol for medical helicopter requests. This came up during the end-user training and discussions with the telecommunicators. We were able to create this protocol to ensure their agency was ready for this situation.

Does your agency have unique protocols? Take a look at how we worked with a rural community to tailor their protocols to meet the specific needs of their agency.

With the roll out of 988 last year, our Implementation Managers have been making customizations within the protocols to help agencies adhere to The National Suicide Prevention Lifeline guidelines for mental health crises.

Did you know that the Response Advisor in Total Response can not only recommend EMS, Fire, and/or Police responses, but responder types for 988 as well? We’re seeing more and more agencies add this responder type within our Response Advisor to their protocols. Our software can help your agency meet these mental health crises requirements.

The more comfortable new hires feel about using Total Response, the greater the benefits for them and for the entire call center.

Another great way to use Total Response to its fullest potential is by accessing the Knowledge Base Articles. Knowledge Base Articles (KBAs) are static articles within Total Response designed to enhance a specific part of that protocol as call takers enter the information of the incident. Agencies can customize these KBAs to incorporate their local policies.

Agencies can also add agency SOPs within the KBAs and create pathways to shared folders and necessary websites. For agencies that need to keep a close eye on weather patterns, the IM can work with the agency to add a link to the weather service of their choice, and even show an agency how to do it on their own. In addition, pathways to live documents used by agencies for afterhours, call outs, or used for special circumstances can be created.

The security indicator in Total Response also gives agencies the ability to change the risk level during different times of the year for special events that occur in town, thus triggering additional questions created specifically for these events.

As part of my training at PowerPhone, I sat in on end-user training with call takers who would be using this tool daily. With more information at their fingertips, a flexible script for guidance during the most stressful of calls, and the ability to tailor their protocols, these telecommunicators were engaged and excited. As we walked through our newest integrations with PulsePoint and What3Words, the team saw how they could better locate a caller or provide directions to life-saving resources. With a tool like Total Response, we’re giving a PSAP the ability to dispatch smarter, faster, and safer.

Total Response is not just PowerPhone’s product. It can be your agency’s unique system, tailored to how you want it, based on your community’s needs.

Connect with us to see how Total Response can support you today!