![]() ![]() Together with sound governance and standard operating procedures, optimal ECC processes can guide what share of calls are resolved without the need for field response, which ones should be diverted to alternative first responders, such as a mental health professional, and which might be addressed through specialized responses such as Crisis Intervention Team or co-responder models. Their activities influence when police officers are sent to the scene and what those officers anticipate they will encounter upon arrival. While many of the processes associated with emergency communications are governed by the agency in which the ECC is housed, faithful execution of these measures is squarely in the domain of the ECC. Emergency Communications Centers (ECCs), also known as Public Safety Answering Points (PSAPs) are essential in ensuring that these processes are delivered in a manner that resolves callers’ needs efficiently and effectively.įigure 4.1: Emergency Communications Center Process These processes may appear straightforward on the surface, but they are influenced by the complex interplay of technologies, organizational structures and processes, and human decision-making. They must employ active listening skills to assess the nature and exigency of the call provide information and referrals to calls for information apply (often-complex) rules or guidelines associated with which calls should result in police dispatch impart contextual information to ensure the safety of assigned responders communicate with the caller to provide critical guidance until the arrival of responders and record any updates to the nature of the call and its resolution into the computer-aided dispatch (CAD) system. The role of 911 professionals thus goes beyond answering and routing calls. The steps taken are determined by policies and procedures governing whether and to whom the call is routed, and by how the 911 professional who answers the call captures information about the situation, assesses the level of urgency and risk, and resolves the call on their own or transfers it to another service provider or dispatcher. When a member of the public places a call to 911, a series of processes are initiated that have significant consequences for the caller, for the subject of the call, and for first responders. ![]()
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