Computer-Aided Call Handling

Total Response Computer-Aided Call Handling (CACH) is a software tool used to display and present protocols and procedures used when handling calls for service. CACH is unique in its ability to present protocol content from a single interface that doesn't require the user to switch between separate scripts for police, fire, and medical emergencies. The selection of a protocol or Chief Complaint can be triggered from a description of the problem being reported or an event code passed electronically from CAD. Over 30 CAD vendors have used our interface plugin to create a connection from their system to our software. Our Total Response CACH software is available in three versions: CACH Standard, CACH Lite, and CACH CPR.

CACH Versions

CACH Standard CACH Lite CACH CPR

CACH Standard

CACH Standard is a comprehensive suite of system modules to support call handling plus real-time and retrospective quality assurance. Accompanying these modules, are a range of plugin components such as interfaces to CAD, Call Recorders, GIS, Multi-Media and multiple languages. Together with a comprehensive database of protocols and procedures, CACH Standard provides the structure to empower users to consistently handle any type of call.

In situations that require them, extended pre-arrival instructions can be offered, with each step recorded in a database for assessment after the event. Over time these assessment records offer insight into the performance not just of individual users but the agency generally, thereby enabling it to be proactive to changes in operational needs.

CACH Standard is scalable for agencies of any size and is licensed on the basis of concurrent usage meaning you do not need to purchase licenses for workstations that are infrequently used. With built in redundancy and backed by an optional 24/7 support service CACH Standard is a proven solution for any size PSAP.

CACH Lite

CACH Lite offers reduced functionality compared with CACH Standard, but still provides many features of structured call-handling in a manner that is a significant advance from traditional protocol flip-cards.

The software provides the ability for the user to select any Chief Complaint and navigate through the script based upon entries to questions asked. The display of alerts, pre-arrival procedures and knowledgebase articles appear in the same manner as they do in CACH Standard, something regular flip-cards simply cannot do.

While a direct interface connection to CAD is not supported before the CACH call record is closed, the user may copy and paste all the call script information compiled in CACH to their CAD system narrative preventing the need for double entry or overlooking important details gathered during the call.

With content updates available via an annual maintenance agreement, the system and protocol content will remain current without the need to re purchase it.

CACH CPR

CACH CPR offers similar functionality as CACH Lite to support calls involving sudden out-of-hospital cardiac arrest (OHCA), in a manner that is a significant advance from traditional protocol flip-cards.

The software provides the ability for the user to select a Chief Complaint and associated pre-arrival instructions in order that a timely dispatch can be initiated and effective chest compressions can commence, provided bystanders at the scene are willing to deliver them. The display of alerts, pre-arrival procedures and knowledgebase articles appear in the same manner as they do in CACH Standard and CACH Lite something regular flip-cards simply cannot do.

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PowerPhone applied 30 years in the emergency communications industry to the research and development of our patented “One Number, One Protocol” formula. This call-taking approach is time-tested and proven effective for any crisis communication. Below is a description of how scripts are structured and displayed within CACH, the key features of the software and a comparison of their inclusion in each version.

Structured Call Handling

Initial Survey PQs Dispatch SQs PAIs Closure

Initial Survey

The initial Survey is used to verify the incident location (Where) and nature of the problem being reported (What). The objective is to establish basic call details in order to recommend a Chief Complaint from which a protocol can be selected. The protocol is then displayed in a structured format designed to reflect the priorities for handling the call:

Primary Questions (PQs)
Dispatch Recommendation (Dispatch)
Secondary Questions (SQs)
Pre-Arrival Instructions (PAIs)
Call Closure (Closure)

In the event information obtained suggests a different Chief Complaint is more appropriate, the user can bridge to the new protocol and any details that have already been processed that are also relevant to the changed protocol will remain in view to trigger appropriate actions.

PQs

The call handler is presented with a series of incident-specific Primary Questions. The range, number and order of questions are unique to each Chief Complaint and the information gathered helps the dispatcher objectively determine:

Do we need to go: yes or no?
If so, what are the skills we need to send?
At what response priority do we send them?

Chief Complaint scripts relating to an emergency medical event will display a Vital Signs tab to help determine a situation where the patient is unresponsive and not breathing. Confirmation of these conditions existing would immediately trigger a Dispatch Recommendation an display on scene recommended Pre-Arrival Instructions.

Dispatch

The system generates an objective Dispatch Recommendation based on the scene conditions. This helps the dispatcher determine what specific skills are required at the scene and the immediacy of the response required. As soon as a critical situation is identified, resources should be dispatched prior to other questions being asked. This gets help on the way, and the responding unit can be updated as more information becomes available.

The Response Adviser provides a visual indication that a Dispatch Recommendation has been triggered as inputs to questions are made. The transmission of the recommendation to CAD can be configured to occur automatically as critical conditions are identified, or as the result of a direct action by the telecommunicator.

SQs

PAIs

The system encourages the use of structured Pre-Arrival Instructions on any call for service. These instructions are actions the caller should or should not take in the interest of their safety or the safety of others, or to preserve evidence. There are Pre-Arrival Instructions associated with every Chief Complaint. The Total Response solution formalizes this process to ensure the information and the standard of care is objective and consistent.

Closure

A standard Call Closure process ensures each call for service is completed appropriately. A checklist helps the call handler determine if the scene is secured and prepared for hand-off to responders. The call handler initiates Call Closure when no further assistance can be provided to the caller, or once responders have arrived on scene. If they wish to, the telecommunicator can flag the call record for QA review. Within the Assessor Module, calls flagged like this can be selected using this or other parameters such as time, date, user or Chief Complaint.

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CACH Features

Below is a description and comparison of the key features supported in our CACH software.

Call Handler Module

The Call Handler Module is the primary tool used by operators to handle calls for service.

It displays protocol and pre-arrival questions in a structured manner that follows Total Response’s call-taking formula in order to deliver greater call-taking consistency, enhanced awareness for victim and responder safety, improved opportunity for evidence preservation and liability risk mitigation.

To the right of the main screen alerts or messages to the user can be triggered to appear warning them of critical actions to take when certain scene conditions are believed to exist. Also on the right, is an area of the screen where documents such as S.O.P.s can be dynamically appear in response to user input. In the lower area of the display, a list of active calls being handled by other operators allows any user to v monitor the content of these records in real time.

Protocol Content

Protocols are presented to users via the Call Handler Module; this single display is all that is required when handling calls. Operators are not required to switch between separate protocol sets relating to Emergency Medical Dispatch, Law Enforcement Dispatch or Fire Service Dispatch. A single protocol is capable of recommending the dispatch of multiple service types and accessing any type of pre-arrival advice relevant to the incident the caller is reporting.

Knowledgebase Library

The Knowledgebase Library allows the user to reference and view documents via a browser tool within the Call Handler Module.

Stored locally by the user agency, these documents can be brought into view as the direct result of inputs made to a call handling protocol or a search initiated by a user. The feature provides the opportunity for information such as local S.O.Ps to be associated with call handling protocols in a manner that makes the information they contain quickly accessible.

Using the Script Builder Module, existing Knowledgebase content can be easily updated or new material added by the agency. The browser tool that displays the content can support pdf, html and image files.

Content Updates

Call Assessment Tools

Regular, continuous assessment is a vitally important process to ensure the successful implementation and ongoing benefit of Total Response.

The CACH Standard Assessment Module allows the user to select call records against pre-defined criteria. The system then selects the appropriate records and displays them in a sequential order. In conjunction with audio recordings, the auditor may confirm checks against the call record to produce a score or rating that establishes a measure of how effectively a call was managed in relation to expected standards.

The score is generated via the completion of assessment templates, with each one focused on a specific aspect of the call:

Each template can be configured to reflect its significance or weight within the overall assessment outcome to suit agency requirements. As an assessment is completed, comparison with these weights occurs in real-time and over time performance trends can be viewed using the report generator.

The CACH Lite Assessment Tool utilizes an Excel workbook that contains a series of linked worksheets that provide assessment templates, linked to protocol content and reports. Using this tool the user can build a database of assessments in order to view performance over time and compare trends relating to parameters such as script usage by time of day, operator and Chief Complaint.

Supervisor Module

Using the Supervisor Module, the call center supervisor may monitor live calls and the telecommunicators handling them. With the ability to view live call logs in real time, or the screens of individual operators as they handle calls, the supervisor has the ability to proactively alert users with questions or comments they may have.

The Supervisor Module provides access to a range of reports and the ability to configure the Security Alert Indicator. Using the indicator, pre-configured changes to protocols or procedures designed to help the call center react to short term operational contingencies can quickly be brought into operation. After the event, these contingencies can be turned enabling regular operations to resume.

* CACH Standard only

Protocol Manager Module

Total Response CACH is supplied with a comprehensive database of protocol and procedure scripts, that have been developed over many years.

With CACH there is no need to maintain separate silos of protocols for different agency types, we believe an effective protocol system should support the determination of required service based upon the information gathered from the caller, not its prior designation as a Fire, Police or Medical protocol.

We also maintain that protocol use is inevitably going to be influenced by local nuance and that a nationally defined approach may not be practical to reflect these needs. With the CACH Protocol Manager agencies can benefit from access to a proven protocol framework which can be configured to reflect localized need.

Using the Protocol Manager it is possible to:

Update dispatch recommendation priorities to meet local initiatives.
Automatically make operators aware of local S.O.P.s when specific scene conditions are noted to exist.
Create protocol versions that can be activated immediately when short term operation demands occur, such as a major weather emergency or mass casualty event.

The CACH Protocol Manager is a powerful tool that unlocks many perceived concerns users have with a more ridged methodology.

*CACH Standard only

User Configuration

Interface Plugins

CACH can be used in conjunction with a range of plugin modules to enhance its functonality, the most common of which is the CAD interface module.

Currently there are over 30 CAD vendors who have added CACH connectivity to their systems. As part of this process, we provide an interface package that contains sample code and simulator tools to assist in the development process. When the interface is ready for testing, we offer remote access to a fully functioning installation of CACH via the web, together with the assistance of one of out technical support team. The intention being to ensure that the interface is able to meet customer expectations before delivery on site.

Besides CAD integration, we are also able to offer an ANI/ALI interface to process data spills from a telephony system when a call is answered, that automatically populates the Initial Survey with caller information. Our Geo-Validation plugin automatically validates location information and our Voice Recorder plugin enables users to automatically access the call recording of CACH call records as they are being reviewed via the Assessor Module.

*CACH Standard only

Training & Reporting

Installing a protocol system doesn't guarantee that calls will always be handled consistently, there will always be a need for ongoing assessment and training. If a CACH users want to practice or become more familiar using a particular protocol or procedure away from a formal training session, the Call handler Module allows users to toggle between a live and training environment.

In training mode, users can use the system and explore its functions without triggering events to third party applications such as CAD, or create erroneous records in the CACH database. For more formal training, the entire install can be quickly and easily configured to point to a training database.

Access to reports is configured within the Administrator Module, where it is possible to define how users can use each one. A collection of reports is provided with each CACH installation and if you have a specific need for additional ones, we'll be happy to assist you. Our reports are generated using Crystal Reports, so if preferred agencies familiar with this program are freely able to create their own.

*CACH Standard only

Languages

CACH has a unique approach to supporting multiple languages.

Within a single installation it is possible to operate CACH simultaneously with different languages. For example, your agency serves a community where a significant proportion of the population speak Spanish and although many of your telecommunicators are fluent in both English and Spanish you want to ensure the same level of call handling consistency is offered to everyone calling for assistance.

At each CACH workstation users are able to designate a primary and secondary language when they use the Call Handler Module. With the primary language set to English, all the screen control and button labels will be displayed in the primary language, as will the protocol questions and answers. But, if the user hovers their cursor over screen text, a translation will appear in the selected secondary language.

It is also possible to install and use more than one secondary language pack at a single site. Yes, we really do have a customer who uses CACH translated into Kanji.

*CACH Standard only

Licensing

We understand that in public safety situations can occur that will stretch resources normally available, that is why CACH Standard is licensed on a concurrent use basis.

When you buy the system, it is only necessary to purchase the quantity of licenses to meet your regular operational needs. However, you are free to install the software on as many workstations as you wish to ensure maximum flexibility to access the system.

In the event an operational need occurs and you need more call handlers working than normal, or you need to relocate to a different room or building - no problem. If this occurs, the last thing you need is for the system to cease functioning because a limit has been reached!

Launch more instances of CACH than you have licenses for and you will get an on screen message to remind you what's happened, but once acknowledged the system will function as expected. Inside the system a tracking file tracks usage that we check during maintenance updates. If it is evident that these situations are infrequent and clearly a response to an operational contingency, that is what the system is designed to do. If however, the frequency is a regular occurrence, we hope you will recognize it may be time to review your licensing needs.

Installations of CACH Lite and CACH CPR are licensed per install.

Redundancy

CACH has been designed to ensure that in the event connectivity between a workstation and the central server is lost, the Call Handler Module will continue to function and enable telecommunicators to finish handling calls in progress or initiate new call records. Once the connection to the server is restored, any data records initiated or completed during the outage will be replicated to the server database to ensure your archive records are complete.

* CACH Standard only

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