Does your Total Response solution meet National Standards?
Our Total Response call handling solution is based on your agency’s performance as defined by such standards as timeliness, training, protocols, and procedures needed to function. The goal is to best coordinate these factors and validate their effectiveness based on your available resources. Our solution can be adapted to meet various standards, but your agency will also need the resources to achieve these objectives. There is not one national standard because each agency has different resources including personnel, training levels, and equipment. Our goal is to help your agency define your current standard of care and to take steps to improve it through assessment to better measure and monitor your processes best serving your community.
Do you have oversight of your protocols?
PowerPhone has been in the industry for 34 years and has a well thought out approach and program. Our protocols meet all AHA, NTSA and industry guidelines and are reviewed regularly by our team of public safety professionals to include our own medical director, Dr. Lanzetta. In addition, through your agency’s call review, your processes and protocols can be adjusted to better meet your defined standard of care.
If you choose to have your own medical oversight, this is your prerogative though we do not require your agency to obtain this.
Does your program offer structured call-handling?
PowerPhone’s proven call-taking formula is based on the idea of “constants” that identify the key topic behind each question. Our protocols, defined by the scenario they support rather than responder type, are easier to access when a multiple agency response might be required. The protocols also focus on what information needs to be collected quickly and efficiently from the call taker’s point of view and support your agency’s standard of care. This allows for structure in the call taking process while giving the call-taker the ability adapt questions based on the caller and/or the developing situation. With this approach the caller feels they are being heard, the call is quickly triaged and the information is quickly shared with responders. We have found this method better to streamline call taking, improve morale and better protect all parties involved.
Should I just get certified in Emergency Medical Dispatch?
To help ensure you and your agency have the support they need during an emergency call, PowerPhone has developed Total Response to combine certification training, tools and assessment to support your standard of care. Our protocols are defined by scenario rather than responder type to provide support for any type of emergency call, so each agency can be prepared for any type of call. We offer certifications for all emergency calls, but our program can be used in a partial capacity to support EMD.
Our EMD training within our Total Response solution helps students understand PowerPhone’s call taking formula and how to apply the training to use the protocols.
Can I transfer other vendors’ certifications to your program?
If you and/or your staff have current certification in EMD, Fire Service and/or Law Enforcement Dispatch through another vendor, you may obtain transition training through PowerPhone to help understand PowerPhone’s call taking philosophy and approach. We understand that with any of the vendors basic concepts are covered and that there is no need to repeat known information. Proof of current certification must be provided and will be valid until your current certification expires at which point you may recertify with PowerPhone.
How does online training benefit my agency?
Online training offers a convenient way for your staff to obtain training any time and any day of the week. Using online training means that your agency no longer has to invest additional time and money to get your staff the training they need to best serve your community. Your staff can obtain the training and review the material at their own pace in your agency or even at home. Training is interactive offering valuable content, videos, and brain teasers to support all learning types. Many agencies have shared that they feel this type of training is more effective than classroom training and are excited by the huge cost savings.
Do I need to recertify with PowerPhone?
PowerPhone’s certifications are valid for 24 months at which point the individual can recertify using the online format. Recertification includes refresher training worth 8 Continuing Education Units and in EMD includes TCPR. Due to PowerPhone providing all the necessary elements to recertify, your agency does not have to obtain any additional training and/or CPR. PowerPhone does encourage agencies to use call assessment for internal training and to identify the individual’s needs including additional training.
Does my CAD interface to your Computer Aided Call Handling (CACH) software?
Our CACH Standard software can operate with a range of third-party applications including CAD. Our open API offers any CAD or third-party vendor the opportunity to interface to CACH Standard. With the open API approach, third-party vendors find it much easier to manage changes to the software. Many vendors have shared how much more helpful and easier PowerPhone is to work with on the interface. If you do not see your vendor on the list, please contact us to find out more.
Our CACH Lite software does offer the ability to cut and paste call details into the CAD narrative.
Do you install your Computer Aided Call Handling (CACH) software?
We do help you with your CACH installation. If your agency purchased CACH Standard, we will provide installation and support through Log MeIn Rescue. In order to complete the installation, we do need your staff available to provide us access to complete the installation on your server and your individual workstations.
Do you offer paper protocols?
We realize that agencies need to have contingency plans to be prepared for all circumstances and need to have efficient processes. With CACH Standard, there is a level of redundancy to allow an agency to have access to protocols if there is a disconnection between their server and their CAD. CACH Standard can even be installed on backup workstations and lap tops to support the fact that staff needs access to the same tool no matter what circumstance to help reduce the level of stress. If an agency wants additional support, there is the ability to print out their own protocols in CACH Standard.
For those agencies electing CACH Lite, there is the ability to purchases additional licenses for back up workstation, laptops and/or tablets. Agencies have found CACH to be easier, take up less workspace and better work within the flow of their current processes than to using than clunky flip cards that force the user to take their hands off the keyboard and slow down processes.
What kind of support do I receive during the onboarding process for your Total Response call handling solution?
For each new Total Response solution purchase, we provide implementation support from our Implementation Team who will help support you through the onboarding process. After implementation is complete, you will have support from the Customer Service Team.
They will register your staff for the applicable certification training, provide training on the CACH software, and help you to set up your policies and procedures and call assessment program so to best meet your standard of care. Our team is here to support you throughout the process.