Yellow Ambulance of Owensboro and Daviess County (Kentucky) has earned a two-year Total Response Reaccreditation for emergency call handling. Total Response Accreditation is provided by PowerPhone, an industry-leading expert and 911 call-handling-solutions provider. Reaccreditation demonstrates an agency’s continued commitment to quality and accountability in emergency call handling and was awarded after conducting a thorough agency audit.
Total Response Reaccreditation recognizes Yellow Ambulance of Owensboro and Daviess County for excellence in 911 call-handling operations and for their commitment to maintaining the highest call-handling standard with ongoing call assessment and continuing education.
Yellow Ambulance serves as a secondary PSAP receiving 911 transfer calls as part of providing EMS services for the citizens of Daviess County, Kentucky. Accreditation was first awarded to Yellow Ambulance in 2012. Since then, Yellow Ambulance of Owensboro and Daviess County has continued improving operations with a dispatch center remodel and by upgrading to electronic versions of Total Response call-handling protocols.
PowerPhone’s review recognizes Yellow Ambulance for excellent use of both individual and summary call review processes in call assessment operations. An example singled out in the review is opening the assessment of a pregnancy call that resulted in birth into an agency-wide review. Doing so allowed every dispatcher to learn from one call-handler’s experience and maximized that call’s assessment value by repurposing it as an effective training opportunity for the entire agency.
Each of Yellow Ambulance of Owensboro and Daviess County’s 911 call handlers have individual certifications in Emergency Medical Dispatch and three are certified in Call Assessment. PowerPhone’s call assessment plays a vital role of regularly monitoring agency performance against Yellow Ambulance’s defined standard of care while evaluating trends in systematic performance and identifying corresponding issue-oriented opportunities for continuing education training courses. Yellow Ambulance routinely uses Total Response to assess a significant percentage each month’s calls.
As part of the review process, PowerPhone interviewed a broad spectrum of public safety responders involved with Yellow Ambulance of Owensboro and Daviess County 911. Interview subjects ranged from 911 Call Handlers to agency Directors as well as EMT and fire responders who all praised the agency’s implementation of Total Response for increasing 911 call-handling consistency, raising employee morale and providing greater flexibility for unique call situations.
Yellow Ambulance of Owensboro and Daviess County has done an excellent job defining, achieving and measuring compliance with their 911 call handling standard of care; Total Response reaccreditation 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 emergency communications technology, consulting and training. PowerPhone’s single-system Total Response approach to emergency communications ensures consistent call handling and the highest 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.