Loudon County Emergency Communications District (Tennessee) earned accreditation through PowerPhone and demonstrated a continued commitment to emergency call-handling quality by clearly documenting their standards, measuring overall compliance and implementing assessment procedures for ongoing improvement through using the Total Response solution. Accreditation resulted from a thorough agency audit by PowerPhone, an industry-leading expert and 911 call-handling-solutions provider.
Loudon County moved from another vendor to PowerPhone in 2014 to provide a higher level of support to help them continuously improve their call handling processes for their community. They purchased the Total Response solution which includes certification in Emergency Medical, Fire Service and Law Enforcement Dispatch, computer-aided call-handling software (CACH) to work with Southern CAD and call assessment. They receive and process 146,573 calls for emergency and non-emergency services from twelve different local jurisdictions.
By using PowerPhone’s call assessment techniques and training, Loudon County was able to monitor their agency’s performance against their defined standard of care while evaluating performance trends and using call assessment for scenario-based training to help them improve and identify areas for continuing education. Loudon County routinely uses Total Response to assess cross-discipline calls from each 911 dispatcher.
PowerPhone interviewed dispatchers and supervisors as part of the accreditation review. Interview subjects all praised the agency’s implementation of Total Response for increasing engagement with 911 callers during calls with decreased response times and for providing call handlers with easier access to important information.
Loudon County Emergency Communications District has done an excellent job defining, achieving and measuring compliance with their 911 call-handling standard of care; Total Response accreditation affirms their ongoing commitment to strengthening 911 operations and providing the community with the highest standard of 911 call handling.
PowerPhone is a leading provider of 911 call-handling solutions. PowerPhone’s Total Response solution ensures consistent call handling and focuses on YOUR agency’s standard of care. As the first organization to develop integrated protocols for police, fire and emergency medical dispatch, PowerPhone has helped raise standards for 911 call handling throughout the world.