Field Work Taking Dispatch on Location
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Don’t play with fi re: CDE Nation’s capital See ya in baby! gives hot tips goes full protocol The National Academies of Emergency Dispatch September/October 2008 THEJOURNAL OF EMERGENCY DISPATCH Field Work Taking dispatch on location THE JOURNAL | September/October 2008 1 PROTECT THEM ASK THE RIGHT QUESTIONS Quickly sending the RIGHT on-scene information to responding ofÀ cers and updating it in real-time can help save lives. That’s what the Police Priority Dispatch Protocol System® does better than any other. When your team takes a 9-1-1 call using ProQA® dispatch software, you can be conÀ dent that both your new and veteran dispatchers are doing it RIGHT and that responding ofÀ cers are receiving the information they need to protect themselves and the citizens around them. We agree with what master mathematician Claude Shannon said in 1963: “Information is the reduction of uncertainty” ProQA® Dispatch Software— reducing uncertainty for over 29 years 800-363-9127 www.prioritydispatch.net ask the right question. get the right answers. send the right information. INSIDETHEJOURNAL September/October 2008 | vol. 10 no. 5 4 | Dear Reader 5 | President’s Message 6 | Ask Doc 5 | Readers Board 25 | Navigator 50 | Last Page First 51 | Contributors 30 | feature Dispatch Moves Off Center. The communications center isn’t the only place for dispatchers. Many are coordinating response from in the fi eld. Departments OnTrack IndustryInsider 44 | Making Changes. Pro- posal for Change shows who’s 9 Medical CDE. Action to 21 In The News. | | behind the evolution of MPDS take once the help in uniform comes onto the scene 46 | Frequently Asked BestPractices Questions. Motorcycle 12 | Fire CDE. Fighting fi res helmet removal instructions takes understanding the 39 | Triple Protocol. environment Unifi ed Communications YourSpace 16 Dispatch Workforce. Center in Washington, D.C., | adds police and fi re protocols 47 | Dispatch In Action. Younger generations not Dispatcher set sights on career keeping up with popula- 42 | Quality Improvement. since the second grade tion fueled by post-war baby Program is the tie that binds boomers protocol consistency and Move doesn’t diminish ability accuracy to help people 18 | Software Secrets. AQUA reports designed to pinpoint 49 | Dispatch Frontline. compliance issues Dispatchers pull together to coordinate fi ve-alarm fi re The following U.S. patents may apply to portions of the MPDS depicted in this book: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; 6,607,481. FPDS and PPDS patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the NAED’s discipline-specifi c 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. THE JOURNAL | September/October 2008 3 J DEARREADER THEJOURNAL OF EMERGENCY DISPATCH A Good Thing. NATIONAL NAED JOURNAL STAFF ACADEMIES OF COMMUNICATIONS DIRECTOR Stories fuel the job EMERGENCY DISPATCH Kris Christensen Berg 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 www.emergencydispatch.org ASSISTANT EDITORS [email protected] Heather Darata Audrey Fraizer, Managing Editor Benjamin H. Rose CREATIVE DIRECTOR INTERNATIONAL Kris Christensen Berg ACADEMIES OF Lee Workman EMERGENCY DISPATCH A good thing about this job accurate auditing. They call it a GRAPHIC DESIGNER AUSTRALASIA OFFICE Marialice Jones 011-61-3-9806-1772 is the information I pick up “review of the reviewers” and it WEB DESIGNER GERMAN OFFICE Erwin Bernales with each edition. has led to more consistent scor- 011-43-5337-66248 For this issue, I had the ing in line with standards of the ITALIAN OFFICE 011-39-011-513-2588 opportunity to learn about National Academies of Emer- CANADA OFFICE ACADEMY STAFF ® 1-514-910-1301 incident dispatch teams (IDTs) gency Dispatch (NAED). PRESIDENT U.K./EUROPE OFFICE Scott Freitag from the founders of the organi- I also had the good fortu- 011-44-0-117-934-9732 ASSOCIATE DIRECTORS-USA zation dedicated to promoting nate to meet, by phone, several Carlynn Page and supporting on-scene com- dispatchers featured in the BOARDS & COUNCILS Ross Rutschman ACCREDITATION BOARD CHAIR ASSOCIATE DIRECTOR-U.K. Beverley Logan munications. Although incident YourSpace section. Zachary Brian Dale ALLIANCE BOARD CHAIR ASSOCIATE DIRECTOR-AUSTRALASIA dispatch has been around, at Cannady, a dispatcher for the Peter Hamilton Keith Griffi ths least in concept, for 30 years or Albertville Police Department CERTIFICATION BOARD CHAIR ACADEMICS & STANDARDS ASSOCIATE Brett A. Patterson more, its value to the emergency (Ala.), is working the dream Jeff Clawson, MD CURRICULUM COUNCIL CHAIRS DIRECTOR OF CURRICULUM DESIGNER Larry E. Latimer, M. Ed. response community is taking job he has wanted since grade John Flores (Medical/EMD Board) Mike Thompson (Fire/EFD Board) INTERNATIONAL LIAISON on even greater meaning in the school. Haley Latimer kept Ric Focht (Police/EPD Board) Tudy Benson Susi Marsan (ETC) wake of major disasters such calm when calling 9-1-1 after MEMBERSHIP SERVICES MANAGER RESEARCH COUNCIL CHAIRS Arabella VanBeuge as the seasonal fi res destroying her mom suffered a tonic clonic Brett A. Patterson, Medical/EMD Mike Thompson, Fire/EFD California homes and wildlife. seizure. Haley was 12 years old STANDARDS COUNCIL CHAIRS Marie Leroux, Vicki Maguire (Medical/EMD) As explained by Bonnie at the time. Janet Jones, a dis- Gary Galasso (Fire/EFD) Maney, telecommunications patcher for the Sarasota County Eric Parry, Jaci Fox (Police/EPD) manager for the town of Palm 9-1-1 Communications Center COLLEGE OF FELLOWS Thera Bradshaw (CA) (Emeritus) Beach, Fla., Police Department (Fla.), fi nds her career satisfac- Geoff Cady (CA) CHAIR Steven M. Carlo (NY) and All-Risk IDT coordinator tion in helping others, just as Marc Gay Jeff Clawson, MD (UT) AUSTRALASIA/SOUTH AMERICA Phil Coco (CT) Rex Comerford (IL) for the state of Florida, incident she did when helping a father Frank Archer, MD (Australia) Brian Dale (UT) Andrew K. Bacon, MD (Australia) Chip Darius, MA (CT) dispatch teams “take some of in the birthing of his baby boy. Peter Lockie (New Zealand) Kate Dernocoeur (MI) Silvio Najt, MD (Argentina) Norm Dinerman, MD (ME) the workload off the communi- It’s not only the informa- Peter Pilon (Australia) Patricia J. Dukes, MICT (HI) cations centers.” They are at the tion that keeps the job alive; CANADA James V. Dunford, MD (CA) Drew Burgwin (Br. Columbia) Marc Eckstein, MD (CA) scene, providing command post it’s also the people involved in Nicole Cimon, MD (Québec) Gary Galasso (CA) Claude Desrosiers (Québec) Keith Griffi ths (CA) assistance by doing what they the stories. In past issues, we’ve Marty Friedberg, MD (Ontario) Jeffrey R. Grunow, MSN (UT) Marie Leroux, RN (Québec) Ed Jetter (OH) do best—radio traffic control, featured French toast breakfasts Paul Morck (Alberta) Alexander Kuehl, MD, MPH (NY)(Emeritus) Wayne Smith, MD (Québec) Jim Lake (MA) resource tracking, and multi- made in honor of CPR saves, Jim Lanier (FL) EUROPE Bill Leonard (AZ) tasking. The work gives them a the city of Haleyville (Ala.) André Baumann (Germany) Stephen L’Heureux (NH) Gianluca Ghiselli, MD (Italy) Vicki A. Maguire (MI) close-up view of the situations and its annual festivity to com- Bernhard Segall, MD (Austria) Sheila Malone (IN) Gernot Vergeiner (Austria) Susi Marsan (GA) they have handled from inside memorate the first ever 9-1-1 UNITED KINGDOM/IRELAND Robert L. Martin (DC) Trevor Baldwin (England) Dave Massengale (CA) the communications center. call made in the United States, Chris Carney, MD (England) Jim Meeks, PA-C (UT) Michael Delaney (Ireland) Shawna Mistretta (CO) During the same time I and dispatchers winning awards Louise Ganley (England) Gene Moffi tt (UT) Chris Hartley-Sharpe (England) Jerry L. Overton (VA) learned about IDT, I had the for helping others through the Andy Heward (England) James O. Page, JD (Emeritus,1936–2004) Stuart Ide (England) Rick W. Patrick (PA) opportunity to listen in on a unexpected crises. Things don’t Peter Keating (Ireland) Brett A. Patterson (FL) Ray Lunt (England) Paul E. Pepe, MD, MPH (TX) telephone conference among always end happily but there’s a Andy Newton (England) (Emeritus) Mikel A. Rothenberg, MD (OH) (1954–2006) Gwyn Pritchard (Wales) (Emeritus) Ross Rutschman (OR) (Emeritus) quality improvement (QI) coor- lot that dispatchers do by sim- John D. Scott, MD (England) Doug Smith-Lee (WA) Janette K. Turner (England) Paul Stiegler, MD (WI) dinators working out of three ply being there. Fred Thorp, MPA (KS) UNITED STATES Carl C. Van Cott (NC) provincial communications cen- I hope you enjoy reading Bill Auchterlonie (KS) Sheila Q. Wheeler, MSN (CA) Bob Bass, MD (MD) Arthur H. Yancey, II, MD, MPH (GA) ters under the British Columbia this issue as much as we enjoyed Christopher W. Bradford (FL) Tina Young (CO) Ambulance Service (BCAS). putting it together. And, as The National Journal of Emergency Dispatch is the offi cial bimonthly publication of the National Academies of Emer- gency Dispatch (NAED), a non-profi t, standard-setting organization promoting safe and effective emergency dispatch These QIs are fanatical about always, please don’t hesitate services wo . Comprised of three allied academies for medical, fi re, and police dispatching, the NAED supports fi rst- responder-related research, unifi ed protocol application, legislation for emergency call-center regulation, and strengthen- their work and devote time each to contact us about the stories ing the emergency dispatch community through education, certifi cation, and accreditation. General NAED membership, which includes a Journal subscription, is available for $19 annually, $35 for two years, month to a collective review of shaping your days and life in the or $49 for three years.