INTERNATIONAL ACADEMIES OF EMERGENCY DISPATCH NOVEMBER | DECEMBER 2017 WORKPLACE THREE’S THE HANDLING TRAIN 9 | WELL-BEING 12 | CHARM 36 | INCIDENTS PAGE | 20 HARNESSING THE POWER OF DATA iaedjournal.org Fast and Flexible // POLICE Dispatching Give your emergency dispatch center the tools it needs to handle 911 calls efficiently and accurately. ProQA® with the Police Priority Dispatch System™—just updated with major enhancements—is faster and more flexible than ever, giving you the information you need, when you need it. ProQA helps you dispatch smarter, always prioritizing officer safety. SEE IT IN ACTION. REQUEST A DEMO AT prioritydispatch.net. FOR POLICE prioritydispatch.net/proqa | 801.363.9127 • •• COLUMNS NOVEMBER • DECEMBER 2017 | VOL. 21 NO. 6 4 | contributors 5 | the skinny 6 | dear reader 7 | ask doc 8 | technically speaking 9 | guest writer • •• SECTIONS BEST PRACTICES 10 | center piece 12 | ace achievers 16 | faq 18 | ng911 ON TRACK 32 | medical cde 36 | fire cde 40 | blast from the past YOUR SPACE • •• FEATURES 42 | stork story 43 | dispatch in action 20 | HUMANIZING DATA 44 | off hours Agencies rely on data collection to drive policy-making decisions, justify budget proposals, and generate cost-effective operations. CASE EXIT 26 | DATA SURGE 46 | sam lanier Find out why data matters in this Q&A. 47 | fast facts 28 | ETC The Academy’s recent course for instructors provides a timely reinforcement of instructor troops for a course expected to explode with the release of ETC version 4.0. Follow IAED on social media. 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; 6,607,481; 7,106,835; 7,428,301; 7,645,234; 8,066,638; 8,103,523; 8,294,570; 8,335,298; 8,488,748; 8,494,868; 8,712,020; 8,971,501; 9,319,859; 9,516,166. The PPDS is protected by U.S. patent 7,436,937; 8,396,191; 8,670,526; 8,873,719. The FPDS is protected by U.S. patent 8,417,533. Other U.S. and foreign patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the IAED’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. november / december 2017 | THE JOURNAL 3 ••• CONTRIBUTORS Ron is from Cambridge, Keith is president of the RedFlash Massachusetts, USA, and has Group, a national consulting firm been a fire dispatcher for over that specializes in education, 30 years. He is an active regional outreach, and communications EFD instructor and serves on the for public safety and health care. IAED™ Fire Council of Standards. In 1979 Keith co-founded JEMS, Ron has taught more than 200 the Journal of Emergency Medical EFD courses. Services, with the late Jim Page. Keith serves as the chair of the Liaison Committee for the IAED. RON RICHARD KEITH GRIFFITHS 36 | FIRE CDE 26 | DATA SURGE Kimberly is the communication manager at the San Bernardino County Sheriff’s Department (California, USA). She is a California POST master instructor and holds a Master of Arts in Public Administration and a Master of Science in Justice Studies. She is the owner of Kim Turner, LLC, a corporation that provides 911 training and consulting. KIMBERLY D. TURNER 9 | GUEST WRITER Mary is deputy director of MACECOM, the 911 center for Mason County, Washington, USA. She previously worked with the Washington State Patrol for 10-plus years as a dispatcher, chief training officer, supervisor, and training program supervisor. She is certified by the International Association of Chiefs of Police as a Leadership in Police Organizations instructor. MARY RANSIER GARRETT 18 | NG911 Art is a software instructor and IAED-certified EMD-Q® instructor for Priority Dispatch Corp.™ He has been a fire and EMS dispatcher for 20 years and is a former air medical dispatcher. He currently works at Union County Regional Communications in Westfield, New Jersey, USA. ART BRAUNSCHWEIGER 8 | TECHNICALLY SPEAKING 4 THE JOURNAL | iaedjournal.org THE SKINNY ••• INTERNATIONAL INTERNATIONAL OFFICES ACADEMIES OF AUSTRALASIAN OFFICE EMERGENCY DISPATCH +61-412-580-283 110 South Regent Street, 8th Floor CANADIAN OFFICE Salt Lake City, UT 84111 USA +1-514-910-1301 USA/Canada toll-free: 800-960-6236 Intl/Local: 801-359-6916 EUROPEAN OFFICE Fax: 801-359-0996 +43-5331-20162 www.emergencydispatch.org ITALIAN OFFICE [email protected] +39-011-0688024 MALAYSIAN OFFICE +60-603-2168-4798 U.K. OFFICE 0808-234-4896 SNOW OR SHINE IAED JOURNAL STAFF CREATIVE DIRECTOR SENIOR DESIGNER Summer or winter, we’ve got you covered Chris Carr Serina Nielson MANAGING EDITOR DIRECTOR OF ACADEMICS Audrey Fraizer Isabel Gardett Becca Barrus TECHNICAL EDITOR PRINT AND LICENSING ADMINISTRATOR Brett A. Patterson Jess Cook SENIOR EDITOR WEB DESIGNER Josh McFadden Dave Tyler ’m going to be honest, I’m not a fan of Utah winters. I’ve lived SENIOR COPY EDITOR INTERNATIONAL TRANSLATORS Heather Darata Hien Cam Michel Looyé Giuditta Easthope Marco Mora here my whole life, and every winter is a test of my endurance. WRITER/COPY EDITOR Veronika Fagerer Sara Scott Becca Barrus Abbas Hamed Zhang Shengdong To those of you who live in even colder climes, I salute you. I Lu Huan Carolyn Turcotte I ASSISTANT EDITORS Audrey Gonzalez hope your nose doesn’t get frozen off. To those in the Southern Rebecca Tuft Hemisphere who are experiencing summer right now, I salute ACADEMY STAFF you, too. I hope your nose doesn’t get melted off. PRESIDENT DIRECTOR OF INTERNATIONAL RELATIONS Jerry Overton Amelia Clawson I’m not a fan of summer either. ASSOCIATE DIRECTOR | U.K. ASSOCIATE DIRECTOR, MEMBER SERVICES Beverley Logan Arabella VanBeuge Come to think of it, I’m not a fan of weather in general. I’m ASSOCIATE DIRECTOR | AUSTRALASIA ASSOCIATE DIRECTOR, Peter Hamilton INSTRUCTOR SERVICES ready to live in one of those climate-controlled bubbles you see in Bonni Stockman ACADEMICS & STANDARDS ASSOCIATE Brett A. Patterson ASSOCIATE DIRECTOR OF MEDICAL science fiction. CONTROL AND QUALITY PROCESSES ASSOCIATE DIRECTOR OF ACCREDITATION Brian A. Dale Kim Rigden I am, however, a fan of this issue of the Journal. We’ve got content that will help you up your dispatch game in Best Practices BOARDS & COUNCILS and articles that will remind you why you got into dispatch in the ACCREDITATION BOARD CHAIR COUNCIL OF STANDARDS CHAIRS Jerry Overton Brett A. Patterson (Medical/EMD) Gary Galasso (Fire/EFD) first place in Your Space. ALLIANCE BOARD CHAIR Tamra Wiggins (Police/EPD) Keith Griffiths Michael Spath (ED-Q) The FAQ, written as always by Brett Patterson, deals with CERTIFICATION BOARD CHAIR Conrad Fivaz, MD (ECNS) Pamela Stewart CURRICULUM COUNCIL CHAIRS the intersection of seizures and sudden cardiac arrests. There’s a RESEARCH COUNCIL CHAIR Victoria Maguire (Medical/EMD Board) Marc Gay Mike Thompson (Fire/EFD Board) Jaci Fox (Police/EPD Board) Center Piece about Vail Public Safety Communications Center Susi Marsan (ETC Board) Deanna Mateo-Mih (ED-Q Board) in Colorado, USA, and how they’ve adjusted to keep up with Gigi Marshall (ECNS Board) the needs of their community. (As a ski town, they probably COLLEGE OF FELLOWS appreciate the snow more than I do.) We also celebrate the CHAIR UNITED STATES Marie Leroux Bill Auchterlonie (Kansas) countrywide accreditation status of both New Zealand and Robert Bass, MD (Maryland) AUSTRALASIA Christopher W. Bradford (Florida) Frank Archer, MD (Australia) Steven M. Carlo (New York) Ireland in ACE Achievers. Andrew K. Bacon, MD (Australia) (Emeritus) Jeff Clawson, MD (Utah) Peter Lockie (New Zealand) Phil Coco (Connecticut) Peter Pilon (Australia) Brian Dale (Utah) Are you interested in doing research? Maybe you want to use it Chip Darius, MA (Connecticut) CANADA Kate Dernocoeur (Michigan) to increase efficiency at your center, or maybe you’re just curious Claude Desrosiers (Québec) Norm Dinerman, MD (Maine) Douglas Eyolfson, MD (Manitoba) Patricia J. Dukes, MICT (Hawaii) Martin Friedberg, MD (Ontario) James V. Dunford, MD (California) about how often people call in with a specific Chief Complaint. Marc Gay (Québec) (Emeritus) Conrad Fivaz, MD (Utah) Marie Leroux, RN (Québec) (Emeritus) Gary Galasso (Utah) Either way, our feature about humanizing data will help make Paul Morck (Alberta) Keith Griffiths (California) Wayne Smith, MD (Québec) Jeffrey R. Grunow, MSN (Utah) Darren Judd (Utah) research seem less scary and more accessible. EUROPE Alexander Kuehl, MD, MPH (New York) André Baumann (Germany) (Emeritus) To help keep you On Track, we have a Fire CDE that deals Jan de Nooij, MD (Netherlands) James Lake (South Carolina) Andrea Furgani, MD (Italy) James Lanier (Florida) Jean-marc Labourey, MD (France) Stephen L’Heureux (New Hampshire) with all things related to train protocols and a Medical CDE that Susanne Ottendorfer, MD, BBA (Austria) Victoria A. Maguire (Michigan) (Emeritus) Harm van de Pas, MD (Netherlands) Sheila Malone (Indiana) will help you with the when, the how, and the why of using the Gernot Vergeiner (Austria) (Emeritus) Susi Marsan (Georgia) (Emeritus) Christine Wäegli (Switzerland) Robert L. Martin (California) UNITED KINGDOM | IRELAND Dave Massengale (California) Agonal Breathing Diagnostic Tool (which will be called “Breathing Catherine McCormick-Bishop (Michigan) Trevor Baldwin (England) ® Michael Delaney (Ireland) Jerry L. Overton (Utah) Verification Diagnostic” in MPDS version 13.1). Dr. Jeff Clawson’s James Gummett (England) (Emeritus) Eric Parry, ENP (Utah) Chris Hartley-Sharpe (England) Rick W. Patrick (Pennsylvania) Andy Heward (England) Brett A. Patterson (Florida) Blast From the Past takes on the myth that keeping someone awake Stuart Ide (England) Paul E.