Many great items are created through the weaving together of multiple parts. The most durable fabrics, the sturdiest ropes and the most impenetrable pieces of armor all owe their strength to interwoven properties. For decades, PowerPhone has applied the same principle to strengthening 911 call handling and ensuring our clients attain the highest standard in call handling.
Think of it as surrounding your PSAP with protective netting that provides the consistency and resources your team needs, while reducing your agency’s liability exposure for emergency call handling. The strands that we use to weave this netting together are tools, training and accreditation.
Tools consist of the technology, protocols, procedures and techniques that have been proven to offer the most effective emergency call handling solutions around the world. Our tools are constantly updated and maintained to offer the most up-to-date solutions and resources in public safety – without passing on additional expenses to our clients.
911 call handling tools work best when they put the focus on establishing the facts on the ground around each incoming call, quickly dispatching the appropriate emergency services to the scene, and rendering aid to callers and responders with effective pre-arrival instructions.
We offer a long line of tools including our CACH software program, which integrates our time-tested protocols with tailored options to get the emergency call handling service your PSAP needs. Any CAD can connect to CACH through our open API. Our Tablets Software License works with any Windows desktop computer, or on a PowerPhone-provided and mountable electronic tablet. Both systems include our integrated emergency call handling protocols and versatile functionality.
Training should be an ongoing, vital part of every 911 call handler’s career. PSAPs get much more value from training programs that specifically complement the actual tools and procedures used by their employees. This is why all of our training and development programs include the foundation of the Total Response approach to call handling. We reinforce the core concepts of exceptional call handling at every level of training from onboarding through certification. Training’s goal shouldn’t be mere proficiency, but should instead be to create exceptional call handlers that continuously build and develop as professionals.
To accomplish this, training should cover all levels of experience and ability. In addition to onboarding training, PSAPs should invest in continuing education subscriptions, situational-specific training seminars on the latest issues of the day (like our active shooting or suicidal caller courses), and certifications for EMD, police and fire dispatch.
Call Assessment programs should also be set up to allow managers and call handlers to evaluate the best way for each call to consistently adhere to documented standards. Allowing call handlers to review each other’s calls goes a step further to make the process collaborative and to scale teachable moments across the agency.
Accreditation fills in the remaining gaps between training and process by validating a PSAP’s operations with clearly documented standards. Accreditation helps limit agency liability (and safeguards agency staff) when performance is called into question. Accreditation also serves as a powerful tool for legitimizing operations to outside groups like budget makers and policy deciders.
Some of the steps necessary for accreditation include documenting a clearly defined standard, training and certifying call handlers to that standard, and regularly performing Call Assessment to ensure correct and consist compliance with that standard.
Uniting Tools, Training, and Accreditation with a Purpose
PSAPs get the best returns when their operations are united in a purpose. Not only is it economical – agency’s see a much higher return on investment when their tools and training work together – but, it also strengthens the operation’s core.
With NG911 right around the corner, the days of traditional siloed (or compartmentalized) discipline-oriented call taking is limited. PSAPs need to be able to think in multiples and be prepared to support police, fire and EMD calls. Even where operations are still technically split, situations have gotten so complicated that lines between the divisions are getting more and more blurred each day. Cross-training and awareness among call handlers is more important today than ever before.
Total Response was designed to maximize these efficiencies and help agencies provide the best emergency call handling response from pick up through call completion while getting the most return on investment.
Are You Ready to See the Benefits of Total Response?