Issue link: http://lawandordermag.epubxp.com/i/109778
Consolidation speeds the message between the caller and the first responder. I n the midst of today���s challenging economic climate, many states, counties, and municipalities are turning to consolidation of their emergency services to cut costs while increasing effciency. Although the concept of 9-1-1 regionalization is not a new one, advances in communications technology in the past decade have provided the tools to broaden the scope of services from the local level to the state level, and beyond. As the public���s frst line of contact with public safety offcials during an emergency, Public Safety Answering Points (PSAPs) are frequently identifed as a prime area for consolidation. While budget-minded governments tout consolidation as an effective way to cut costs, some local agencies are reluctant to cede jurisdiction, prompting them to conduct feasibility studies to weigh the pros and cons of consolidation. Why Consolidation? The consolidation of public safety 9-1-1 dispatching centers is primarily viewed as a cost-saving measure that enhances operational effciencies, increases safety for frst responders, and provides improved public services. According to Chris Knight, Director of International Police Systems & Standards for the National/International Academies of Emergency Dispatch (NAED), having all emergency calls go into one center is highly benefcial to both the public and frst responders. Knight points out that, traditionally, each public service agency has had its own communications center, requiring callers to repeatedly explain their need before being transferred to the agency that has jurisdiction. With consolidation, the calltaker can immediately send the information to the appropriate dispatcher, saving valuable time in cases of a true emergency. Shawn Messinger, a police consultant and Emergency Police Dispatch instructor for Priority Dispatch Corp, said with today���s Next Generation 9-1-1 technology capabilities, consolidated calltaking and dispatch services can be done locally, regionally, statewide, nationally, and internationally. ���With older technology (hard copper lines and physical phone switches), agencies were limited to a much more local scale of service. The 9-1-1 services using the new NG911 systems, such as Voice over Internet Protocol (VoIP) phone systems and Radio over Internet Protocol (RoIP) radio networks, can now be provided from almost anywhere,��� Messinger said. For instance, if a state decided to consolidate all its PSAPs into one statewide 9-1-1 call center, the calls could be routed to that location, processed, and then dispatched to the appropriate local responders from the area where the call was received. Calltaking Protocols The National Academy of Emergency Dispatch (NAED) is a non-proft organization that promotes safe and effective emergency dispatch services worldwide, and the use of their protocols establishes a Standard of Service for the communication center. Compliant protocol usage enables prioritized responses that are established by local agency policy, and ensures that each call receives the same high level of service, regardless of which calltaker takes the call or what time of the day it is. Protocols assist emergency dispatchers in quickly prioritizing calls based on complete and accurate information, allowing appropriate deployment of resources exactly where they are needed. With compliant protocol usage, local authority predetermined prioritized responses give calltakers the confdence they need to effectively handle all calls, allowing them to focus on the human side of calltaking. The Police Priority Dispatch System (PPDS), developed by Priority Dispatch Corp���, is another important tool that allows calltakers to quickly relay more accurate information to responding law enforcement offcers. PPDS-driven Quality Assurance monitors which calltakers are meeting or exceeding expectations, and which require additional education and training. Calltaker performance can be measured against the established Standard of Service, ensuring the standard is being followed and met. Protocol training and usage also provides the benefts of Certifcation and Accreditation, validating the skills of 9-1-1 calltakers, dispatchers, and the communications center to the general public. According to Knight, liability risk reduction is a major concern for public safety agencies and, as such, compliance with protocol usage signifcantly reduces risk for both agencies and individual calltakers. ���Having a standardized, pre-approved method for receiving and processing emergency calls ensures that every caller receives the same consistently high level of service.��� In addition, use of the PPDS reduces the potential for error which, in turn, reduces the liability exposure of a center or an agency. ���The www.lawandordermag.com 25