I am doing an Operations Management audit on the process of an
emergency phone call. Could you find me some similar (or preferably,
identical) projects that have been done? I am focusing on the 911
call centre in Vancouver, BC, but any information on how a call is
directed, fielded, etc. would be great. Suggestions on how to make
the process better, ways to cut costs, and ways to improve the speed
of emergency response would be good too!
Thank-you! |
Request for Question Clarification by
tutuzdad-ga
on
30 Jan 2005 17:50 PST
I supervised a 911 center for about 7 years. There are volumes that
could be said about the subjects you pointed out. Do you have some
specific questions I could answer rather than "how can I make it
better"? I will try to address the individual questions as best I can,
keeping in mind that situations may vary a bit between the US and
other locations.
tutuzdad-ga
|
Request for Question Clarification by
tutuzdad-ga
on
30 Jan 2005 18:59 PST
Try this, for example, and let me know if it provides what you are
looking for. This describes the trunking and call process of an
emergency call on a typical PBX system with onboard ALI (that's the
Automatic Location Identification readout that tells an operator where
a call is coming from).
PBX ALI 911 Call Processing
http://www.om2tech.com/support/omali/documents/pbx911/default_files/frame.htm#slide0002.htm
Regards;
tutuzdad-ga
|
Request for Question Clarification by
tutuzdad-ga
on
30 Jan 2005 19:12 PST
From an internal operations standpoint, here is an example of one
department's Standard Operational Procedure showing how calls actions
should be prioritized at a 911 PSAP.
ENNIS PUBLIC SAFETY SOP
http://www.ennispublicsafety.net/FIRE/sopweb/SOP204.01.htm
Please let me know if I've answered some of your questions for you
with these examples.
Regards;
tutuzdad-ga
|
Clarification of Question by
franzie-ga
on
30 Jan 2005 20:25 PST
The main part of the process I'm looking to improve is the amount of
time the caller has to wait while their call is being dealt with.
Vancouver's system has a call-taker AND a dispatcher both on the line
at the same time- is this what most cities have?
I'm looking for ways to cut the waiting time for the caller- are there
any Operations articles or audits that have already been done on the
process?
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Request for Question Clarification by
tutuzdad-ga
on
31 Jan 2005 06:32 PST
Let's try another approach and see if this works as an answer for you
- I believe it will ultimatley lead you to EVERYTHING you ever wanted
to know about auditing and managing a call center.
APCO INTERNATIONAL is the highly recognized organzation that develops
training and standards for most all 911 emergency call centers. They
will undoutedly be able to answer all of your questions regarding just
about any issue related to emergency communications centers and
probably be able to provide you with studies, demographics, regional
information and standards in the field.
I have looked to this organization in my own education and in the
training of my personnel and can personally vouch for their
credibility.
Let me know if this works for you.
APCO INTERNATIONAL
http://www.apcointl.org/
Regards;
tutuzdad-ga
|
Request for Question Clarification by
tutuzdad-ga
on
23 Feb 2005 16:27 PST
Were you able to determine if my APCO link provided a suitable
resource to be considered an answer/solution to your question?
Regards;
tutuzdad-ga
|
