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The Foundations of Call Handling course introduces PowerPhone’s principles of effective emergency communication and is the first component of the Total Response Certification process in Law Enforcement, Fire Service and/or Emergency Medical Dispatch.
Overview. The APCO/NENA QA/QI standard defines the recommended minimum components and best practices of a QA/QI program within a PSAP. It recommends minimum requirements for the evaluation and QA of call processing to ensure a consistent, effective, and eficient level of service. Starting point for any size agency.
It explains PowerPhone’s structured call handling approach and how it helps to effectively communicate with callers. It explores the liability risks to Public Safety Answering Points (PSAP) and individual telecommunicators and discusses strategies to limit exposure to liability.
Emergency response times used to be measured from when the vehicle left the station. Now, the clock begins the second you answer the phone – if not on the first ring. Protocols are caller/victim focused, and pre-arrival instructions shorten the time lapse for emergency care to begin.
A multi-service platform enhances the capabilities of those who answer the call by providing a unified way of quickly making decisions. It is a decision support system for all calls, including complex calls that require protocols from more than one service to streamline communication and pre-arrival instructions.
Welcome to the Total Response Protocols and Procedure training course where you will learn to navigate and use several of the most frequently invoked protocols and procedures within the Total Response Call Handler software.
In this White Paper Series, we walk through ways a 911 call center can ensure successful adoption of Total Response with the guidance of our Implementation Managers—all of whom have years of experience in public safety as 911 call takers, center supervisors, and on-scene responders.
