Opening Game Against the San Francisco Bracelets Made Possible by the Paramedics in Giants When Sucker-Punched to the Ground Santa Clara County
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Where’s Waldo? No Place Like Work Space Helmet & Bicycle S. Australia addresses A great center takes The two go together like rural routes listening to the floor fun and safety The National Academies of Emergency Dispatch September/October 2012 THEJOURNAL JOURNALOF EMERGENCY DISPATCH Get Your Motor Runnin’ Motorcycle rescue units arrive on the scene emergencydispatch.org PROTECT THEM SEND THE RIGHT INFORMATION Quickly sending the RIGHT on-scene information to responding officers and updating it in real-time can help save lives. That’s what the Police Priority Dispatch System™ does better than any other. When your team takes a 9-1-1 call using ProQA® dispatch software, you can be confident that both your new and veteran dispatchers are doing it RIGHT and that responding officers are receiving the information they need to protect themselves and the citizens around them. “Information is the reduction of uncertainty” ProQA Dispatch Software— reducing uncertainty for over 30 years 800.363.9127 www.prioritydispatch.net 2 THE JOURNALsend | emergencydispatch.org the right information. at the right time. to the right people—every call. 8.25x10.875 ProtectThemAd.indd 1 11/4/11 11:48 AM INSIDE the g columns PROTECT THEM 4 | Contributors JOURNAL 5 | Dear Reader SEND THE RIGHT INFORMATION SEPTEMBER·OCTOBER 2012 | vOL. 14 NO. 5 6 | President’s Message 7 | Ask Doc 8 | Police Beat 9 | Standards of Quality 42 | Retro Space g industry insider 11 | Latest news updates g departments BestPractices 18 | FAQ The difference between trauma versus medical is not always clear-cut 19 | ACE Achievers Central Lane County, Ore., is model for how dispatching is done 21 | Navigator Rewind Mob mentality puts responders features at risk. 22 Shifting Gears OnTrack Quickly sending the RIGHT on-scene information to responding officers and updating | ™ Combine the challenges and the excitement it in real-time can help save lives. That’s what the Police Priority Dispatch System 30 | Fire CDE ® of a paramedic with the rush and freedom of does better than any other. When your team takes a 9-1-1 call using ProQA dispatch Watch out: Escalators can get you software, you can be confident that both your new and veteran dispatchers are doing it riding a motorcycle and what do you have? coming and going Well, a pretty sweet gig. RIGHT and that responding officers are receiving the information they need to protect 34 | Medical CDE themselves and the citizens around them. 26 Room With A View Tumble off bicycle can take fun | out of wind in your hair “Information is the reduction of uncertainty” Imagine that communications isn’t an YourSpace ProQA Dispatch Software— reducing uncertainty for over 30 years afterthought but the centerpiece of a multi- million-dollar public safety complex that 38 | Dispatch In Action is both a model of functionality and part 39 | Stork Stories architectural wonder. 40 | Unforgettable 800.363.9127 OnCover Austin-Travis County EMS Department The following U.S. patents may apply to portions of the MPDS or software depicted in this periodical: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; www.prioritydispatch.net 6,607,481; 7,106,835; 7,428,301; 7,645,234. The PPDS is protected by U.S. patent 7,436,937. FPDS patents are pending. Other U.S. and foreign patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the NAED’s discipline-specific protocols. Original MPDS, FPDS, and PPDS copyrights established in September 1979, August 2000, and August 2001, respectively. Subsequent editions and supporting material copyrighted as issued. Portions of this periodical come from material previously copyrighted beginning in 1979 through the present. send the right information. at the right time. to the right people—every call. THE JOURNAL | September/October 2012 3 8.25x10.875 ProtectThemAd.indd 1 11/4/11 11:48 AM C ONTRIB SHAWN MESSINGER KEVIN PAGENKOP BRETT PATTERSON Shawn is a police consultant and Kevin provides both EMS and fire quality Brett is Academics & Standards U Emergency Police Dispatch instructor assurance and training for American associate and Research Council chair for Priority Dispatch Corp. He is a Medical Response’s LIFECOM EMS for the IAED. His role involves training, T former chief deputy for the Okanogan & Fire Communications Center in curriculum, protocol standards, quality County Sheriff’s Office where he Modesto, Calif. As a leading member of improvement, and research. He is O was the director of a combined 9-1-1 their QIU, he is tasked with curriculum a member of the NAED College of communications center. During this development, quality management, and Fellows, Standards Council, and Rules RS time he oversaw the deployment of maintenance of their ACE. Committee. Brett began a career in a new CAD and countywide RMS EMS communications in 1987. Prior 9 | STANDARDS OF QUALITY system, a VoIP 911 phone system, and to accepting a position with the IAED, the deployments of ProQA in EMD and he spent 10 years working in Pinellas EPD. Shawn was also commander of a County, Fla. multi-jurisdictional SWAT team. 18 | FAQ 8 | POLICE BEAT RYAN FORD RONALD RICHARD KATE DERNOCOEUR Ryan is an EMD certified 9-1-1 Ronald from Cambridge, Mass., has Kate wrote frequently for the EMD dispatcher and radio operator for been a fire dispatcher for over 27 industry before moving on from a the Pinellas County Emergency years. He is an active regional EFD 25-year career as an emergency Communications Center in Clearwater, instructor and serves on the NAED Fire medical services journalist, earning Fla. He is also a graduate student at Council of Standards. her MFA (nonfiction) from Western the University of South Florida’s Public Michigan University in 2010. She 30 | FIRE CDE Administration program. Originally co-authored Principles of Emergency from Fleetwood, Pa., his experience in Medical Dispatch and her brief stint as emergency communications began with a Town of Vail dispatcher left her with a the American Red Cross in Philadelphia. profound respect for good dispatchers. 22 | FEATURE 40 | UNFORGETTABLE 4 THE JOURNAL | emergencydispatch.org THE g DEARREADER JOURNALOF EMERGENCY DISPATCH NATIONAL NAED JOURNAL STAFF True To Their ACADEMIES OF COMMUNICATIONS | CREATIVE DIRECTOR EMERGENCY DISPATCH Kris Christensen Berg Image 139 East South Temple, Suite 200 MANAGING EDITOR Salt Lake City, UT 84111 USA Audrey Fraizer USA/Canada toll-free (800) 960-6236 Int’l/Local: (801) 359-6916 TECHNICAL EDITOR Fax: (801) 359-0996 Brett A. Patterson Modesty comes www.emergencydispatch.org SENIOR EDITOR [email protected] James Thalman ASSISTANT EDITORS with the job Heather Darata INTERNATIONAL Cynthia Murray ACADEMIES OF EMERGENCY DISPATCH ART DIRECTOR Lee Workman Audrey Fraizer, Managing Editor AUSTRALASIAN OFFICE 011-61-3-9806-1772 SENIOR DESIGNER Chris Carr CANADIAN OFFICE 1-514-910-1301 GRAPHIC DESIGNER A survey wasn’t necessary to in newspaper reporting. Make a Reeding Roberts EUROPEAN OFFICE 011-43-5337-66248 PRODUCTION MANAGER satisfy a long-held belief among mistake in a daily and you’ll likely Jess Cook ITALIAN OFFICE The Journal’s editorial staff be holding the phone away from 011-39-011-1988-7151 WEB | MULTIMEDIA MANAGER Erwin Bernales MALAYSIAN OFFICE about dispatchers. your ear while the school board 011-603-2168-4798 WEB DESIGNER Jason Faga They are a modest bunch, member, mayor, council member, U.K. OFFICE 011-44-0-117-934-9732 almost to a fault. or other presumably slighted indi- ACADEMY STAFF PRESIDENT The proof came as a result of vidual lets loose on high volume. BOARDS & COUNCILS Scott Freitag an error—and I’ll admit mine—in a Not so with this caller. She ACCREDITATION BOARD CHAIR ASSOCIATE DIRECTOR | USA Brian Dale Carlynn Page story about two girls winning an was very polite and, true to form, ALLIANCE BOARD CHAIR ASSOCIATE DIRECTOR | U.K. Keith Griffiths Beverley Logan award for their timely actions to asked us not to print her name to CERTIFICATION BOARD CHAIR ASSOCIATE DIRECTOR | AUSTRALASIA help their grandpa. Grandpa had keep the focus on the dispatcher. Pamela Stewart Peter Hamilton CURRICULUM COUNCIL CHAIRS ACADEMICS & STANDARDS ASSOCIATE fallen down in the house and after During a subsequent phone Victoria Maguire (Medical/EMD Board) Brett A. Patterson Mike Thompson (Fire/EFD Board) the girls went to check on the noise call, she gave me the name of Jaci Fox (Police/EPD Board) ADMINISTRATOR OF INSTRUCTOR SERVICES Susi Marsan (ETC) Amber Kiker they heard, they did as grandma the dispatcher and I asked her if RESEARCH COUNCIL CHAIR COMMUNICATIONS DIRECTOR Brett A. Patterson Kris Christensen Berg had taught them. They called 9-1-1. the dispatcher—Heather Baker— STANDARDS COUNCIL CHAIRS DIRECTOR OF EUROPEAN OPERATIONS Marie Leroux (Medical/EMD) Tudy Benson Grandpa was transported to would be interested in setting the Gary Galasso (Fire/EFD) Tamra Wiggins (Police/EPD) INTERNATIONAL LIAISON the hospital and the girls worked record straight. I asked her. I was Amelia Clawson MEMBERSHIP SERVICES MANAGER on arts and crafts with a respond- not told. The story resulting from Arabella VanBeuge ing officer while waiting for their our interview is in the Your Space mom and grandma to arrive. section of this edition. COLLEGE OF FELLOWS Thera Bradshaw (CA) (Emeritus) Geoff Cady (CA) CHAIR Steven M. Carlo (NY) The girls received an award Heather was happy to tell Marc Gay (Emeritus) Jeff Clawson, MD (UT) AUSTRALASIA | SOUTH AMERICA Phil Coco (CT) from 9-1-1 for Kids during the her side of the story, meaning Frank Archer, MD (Australia) Brian Dale (UT) Andrew K. Bacon, MD (Australia) Chip Darius, MA (CT) Closing Luncheon of Navigator.