We hear it after almost every tragedy: “I never thought it would happen here.”<\/p>\n
Despite deep ties to our communities, public safety telecommunicators don’t have the option to share\u00a0in the shock and numbness\u00a0universally felt\u00a0when\u00a0tragedies test our towns. We train, we prepare,\u00a0and we perform: especially\u00a0when it’s hard.<\/p>\n
Emergency calls don’t need to have a personal connection to be impactful.\u00a0Dispatchers’ adrenaline kicks in with\u00a0every\u00a0serious call. When it does, excellent training and access to call-handling tools make all the difference.<\/p>\n
As an industry we’re getting much better at counseling dispatchers\u00a0after<\/i><\/b>\u00a0particularly stressful calls, but what about offering support\u00a0before<\/i><\/b>\u00a0and\u00a0during<\/i><\/b>\u00a0each call?\u00a0That’s what our Total Response\u00a0Call Handling software provides.<\/p>\nStructured Call Handling\u00a0Establishes Consistent Service<\/h3>\n
Total Response uses integrated protocols that incorporate emergency medical, law enforcement, and fire safety into every incident type. Each protocol\u00a0follows\u00a0a logical flow specific to the complaint, so that\u00a0call handlers\u00a0are prompted to start gathering information\u00a0efficiently.\u00a0This structured approach to call handling provides more consistent service and ensures that every call is fielded equally from the Dispatcher.<\/p>\n
Guided flexibility\u00a0empowers call handlers to go beyond the minimum service baseline\u00a0by using\u00a0both\u00a0their training and their common sense with every call.\u00a0Every emergency call is different; with Total Response, call handlers can adapt their approach based on the facts of that\u00a0particular call.<\/p>\n
Let’s say you’re handling a call for a Motor Vehicle Accident and one of the cars suddenly\u00a0flees the scene, instantly\u00a0changing the nature of the incident.\u00a0 <\/span>Total Response guided flexibility allows the call handler to jump forward into\u00a0secondary questions to acquire a\u00a0vehicle description immediately, with the Dispatcher never skipping a beat.<\/p>\n Unlike rigid protocol systems that penalize call handlers who deviate from the script, Total Response encourages active questioning without restricting the call handler to a static linear flow.<\/p>\n Total Response strengthens Dispatcher’s line of questioning, quickly\u00a0advises responders of scene conditions, and above all else, helps to keep the caller safe. Our approach has been refined by years of on-the-ground experience with the Public Safety Community.<\/p>\n Over thirty-five detailed procedures provide call handlers a more in-depth Call Handling service when they need it. Procedures cover\u00a0incidents where responders or callers need\u00a0more information\u00a0during a call.\u00a0 <\/span>Some examples of procedures readily available within the Total Response can be more common like; Vehicle description, burns, control bleeding, or more rare\u00a0but impactful\u00a0instances like; suicidal caller, active shooter, naloxone, and more.<\/p>\n Total Response\u00a0empowers call takers to best help callers and responders.<\/p>\n Call assessment provides the framework for tracking how effectively your agency meets its own established standard. Analyzing this data\u00a0identifies areas for additional growth and improvement\u00a0specific to your agency’s needs.\u00a0Additionally,\u00a0sharing\u00a0impactful calls\u00a0throughout\u00a0the agency maximizes\u00a0their learning value, fosters\u00a0a collaborative work environment, and\u00a0reinforces\u00a0agency aspirations to each employee.<\/p>\n New hires using Total Response gain confidence quicker and make fewer mistakes than those who use no Emergency Call Handling software. In addition, supervisors report less “hand-holding” for new dispatchers using Total Response and greater freedom to focus on observing their trainees rather than prompting them through the different call types.<\/p>\n Public safety call handling is a challenging but rewarding profession. Well-trained and\u00a0fully-supported\u00a0telecommunicators strengthen\u00a0any emergency operation by\u00a0consistently\u00a0providing detailed and relevant information to responders\u00a0and preparing callers before the responders’ arrival on scene.<\/p>\n Your team is going to get the job done. That’s why they became dispatchers. Total Response is call handling software that empowers them to get it done safer, more consistently, and with\u00a0your agency’s\u00a0full support.<\/p>\n","protected":false},"excerpt":{"rendered":" We hear it after almost every tragedy: “I never thought it would happen here.” Despite deep ties to our communities, public safety telecommunicators don’t have the option to share\u00a0in the…<\/p>\n","protected":false},"author":1,"featured_media":1728,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[26],"tags":[],"class_list":{"0":"post-1324","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-people"},"yoast_head":"\nDetailed\u00a0Procedures Enable\u00a0Call\u00a0Handlers to Scale Response<\/h3>\n
Continuous Training and Improvement\u00a0Grow Agency Standard<\/h3>\n