Boynton Beach, Florida – Boynton Beach Communications is singing the many praises of PowerPhone’s innovative Total Response solution since implementing it in January of 2019. Their goal was to find a more supportive solution for their staff to handle Emergency Medical Dispatch (EMD) calls.
“PowerPhone’s Total Response solution is more user-friendly than other vendors’ and is significantly more adaptable which gives our dispatchers the freedom to really focus on helping a caller in distress,” says Mario Bryant, Communications Center Manager, “This software is also simplistic with navigation and design. The questions being asked by our dispatchers come off very natural,” says Bryant.
Total Response was developed to improve the public safety industry. It combines protocol technology, certification training and assessment that improves the level of service provided to callers, responders and communities. The user-friendly protocol software, Computer Aided Call Handling (CACH) Standard in Total Response, uses scenario-based protocols operating with a centralized database. These have been thoughtfully designed to be efficient and help dispatchers more effectively manage every call.
Certification training uses a proven, adaptable framework allowing the dispatcher to adjust the line of questioning as scene conditions change. For Boynton Beach, this transition has allowed the agency to flourish and confidently provide the best standard of care to the community.
“Our dispatchers now have more confidence than ever, knowing that they have provided the best quality of service to the public,” states Bryant.
Total Response has shown to improve moral and reduce turnover by providing proper training and support.
“Before implementing Total Response, most of our dispatchers were left with a feeling like they could have done more to help a caller, due to the nature and the mandatory process of the questions being asked using another vendor. Total Response allows our dispatchers to focus on the needs of the caller, helping them through a time of crisis,” adds Bryant.
PowerPhone has continued to improve the public safety industry for 35 years and has trained more than 300,000 telecommunicators world-wide. More than 8 years ago, the Total Response solution was created to better support the call handling process. In that time, more than 700 agencies have come on board.