SLIDE 1
DISPATCH CENTER
➤ 8 dispatch stations ➤ 2 supervisor consoles ➤ 5 call taker stations ➤ Average of 1,200
phone calls in/out daily
➤ Over 200 years of
combined experience within the department
Dispatch Center Call Taking Center
METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover - - PowerPoint PPT Presentation
METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover - - PowerPoint PPT Presentation
METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover & Larry Boxman DISPATCH CENTER 8 dispatch stations 2 supervisor consoles 5 call taker stations Dispatch Center Average of 1,200 phone calls in/out daily
SLIDE 2
SLIDE 3
SYSTEM STATUS MANAGEMENT
➤ High-Performance System -
Dynamic and Complex
➤ Event Driven Deployment ➤ Geographic Deployment ➤ Demand >> Schedule ➤ HRM ➤ 24-Hour Floor Supervision ➤ Ongoing leadership
development
SLIDE 4
SYSTEM STATUS MANAGEMENT (CONT.)
➤ Hybrid units ➤ Post locations ➤ Routing ➤ Post to Post moves ➤ Traffic ➤ TOD/DOW ➤ Demand ➤ Navigator
SLIDE 5
SYSTEM STATUS MANAGEMENT (CONT.)
➤ Silent Dispatching ➤ Key Performance Indicators ➤ Workflow for Dispatchers
(Primary and Secondary)
➤ Significant technology
investments
➤ Specialized Call
Taking/Dispatching
➤ Critical Care ➤ Secure Transport ➤ MIH
SLIDE 6
QUALITY IMPROVEMENT / CAAS ACCREDITATION
“Efficient call taking, effective resource deployment, and continuous communications capabilities are required to maintain an effective EMS agency.”
➤ 204.01 Policies and Procedures ➤ 204.02 Contingency Plans ➤ 204.03 Preventive Maintenance ➤ 204.04 Training ➤ 204.05 Licensure ➤ 204.06 Communications Inter-Agency Dialogue ➤ 204.07 Communications Performance Improvement
CAAS review is every 3 years
SLIDE 7
QUALITY IMPROVEMENT
➤ QI Charter ➤ QI drives training processes ➤ Integrated with Metro West company clinical QI ➤ EMS Survey Team ➤ Examples ➤ Dedicated call takers ➤ APCO score sheets
SLIDE 8
QUALITY IMPROVEMENT / INDEPENDENT OVERSIGHT
➤ 18 month cycle ➤ Overall county response time
requirement
➤ Individual equity zone response
time requirements
➤ Monthly UHU requirement ➤ Ambulance dispatch requirement ➤ Mutual aid / another agency
response requirement
➤ EMD training requirement ➤ Changes in SSM plan
notifications
SLIDE 9
EMPLOYEE EDUCATION
➤ Quarterly All-Hands Training ➤ Leadership Training ➤ Certifications ➤ APCO ➤ DPSST ➤ CPR ➤ First Aid
SLIDE 10