Ogle County 911 has been handling emergency calls in Ogle County, Illinois since March 1990. They currently process over 15,000 emergency calls a year. The 911 center dispatches fire, police and rescue for emergency calls for 44 different departments.
In 1989, the Illinois General Assembly approved legislation allowing surcharge fees on landlines to support E911 systems. The added fee would help fund countywide enhanced 911 emergency call centers throughout the state. With funding now available, Ogle County began their search for a call handling solution to complement their E911 system.
Ogle County did a thorough assessment of the various protocol systems available. They found that only two of the main companies offered national certification and met U.S. Department of Transportation standards. One of these was PowerPhone. According to Sandy Beitel, E911 Coordinator for Ogle County, PowerPhone came out ahead thanks to the “ease-of-use and straightforwardness of their product.” As a county well ahead of their time, even back in the late ‘80s as early adopters of Enhanced 911, Ogle County recognized PowerPhone as a forward-thinking company within the industry. And 21 years later, they remain a satisfied and progressive PowerPhone customer.
Answering calls for five full-time police departments, two part-time police departments, 19 fire departments, and 18 EMS departments, as Ogle County does daily, is no small task. While some companies put a heavy emphasis on emergency medical dispatch, Ogle County needed a product that would help them answer the call for any type of emergency. They had 44 different departments to keep in mind! They turned to PowerPhone’s Total Response® integrated call handling solution to meet their needs, selecting to use the tablet option in their center.
An industry-leading evolution of standard desktop protocols, the Total Response tablet provided Ogle County with incident-specific lines of questioning and pre-arrival instructions for more than 90 emergency call types. The fully integrated solution delivered the tools and confidence to Ogle County dispatchers to answer any call that came their way, regardless of whether it was a police, fire or medical call.
Ogle County dispatchers also immersed themselves in PowerPhone training and quality assurance from the very beginning and have attended every single class offered.
“Our dispatchers love the training,” Beitel said. “They love the real-life situations. They love that the instructors have lived the discipline they’re training in and really understand what they’re talking about. They are passionate and our dispatchers come back more passionate in the process.”