Locating an emergency is the most important part of any 911 call, yet it can also be the most challenging. Various obstacles can make geo-validation (or address verification) extremely challenging including: differences in cell phone technology, competing telecommunications companies, the prevalence of web-based phones, caller uncertainty, inaccurate data collection and more. Total Response has become the first Call Handling Protocol System to offer complete coverage from call pickup through close.
Despite recent technological advances around address verification, questioning the caller remains, by far, the most accurate way to pinpoint an incident’s location. Verification is even required when caller location information is automatically sent to an agency to make sure it is correct and not a false reading like the location of a cell phone tower or an inaccurate IP address.
Starting a call in a CAD system puts the initial concentration on selecting an incident type and making a rapid dispatch decision. In this process, the most important questions are asked before the call handling software is initiated, forcing dispatchers to ask pre-dispatch questions without the support and consistency that kick in with the opening of their call-handling software.
Opening the call-handling software after dispatch effectively limits the protocols as pre-arrival instructions. Verbal communication from the caller is the most reliable way to verify an incident’s location, yet current practice is for 911 calls to start in an agency’s Computer Aided Dispatch (CAD) system.
What if it were possible to actually start the call in the call-handling software instead of the CAD? What if your agency could access CAD’s dispatch and address verification functions within their call-handling interface? Now you can with Total Response CACH.
Total Response CACH is the first 911 call handling system with the capability to support an entire call from pick up through close. This new feature substantially improves the 911 call-handling process by simplifying software to a single user interface during the most time-critical part of each call. Starting a call in CACH streamlines processes with the CAD interface improving speed and consistency on every call.
Every second of a 911 call matters. Starting calls in CACH provides better value to call centers by incorporating pre-dispatch incident information into a one-direction flow that informs the dispatch from a single interface. 911 calls don’t start with pre-arrival instructions, neither should your call handling solution.
PSAPs shouldn’t have to settle for anything less than the best, regardless of their size and location. PowerPhone’s mission is to connect people, processes, and technology in a way that empowers public safety.
As the originator of 911’s first integrated protocols, PowerPhone has a long and innovative history of providing PSAPs with versatile tools, training and support. Request a demonstration today to learn how address verification can improve your 911 call-handling operations.