METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover - PowerPoint PPT Presentation

Apr 23, 2023 •282 likes •392 views

METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover & Larry Boxman DISPATCH CENTER 8 dispatch stations 2 supervisor consoles 5 call taker stations Dispatch Center Average of 1,200 phone calls in/out daily

METRO WEST AMBULANCE DISPATCH CENTER Presented by Kristen Hoover & Larry Boxman
DISPATCH CENTER ➤ 8 dispatch stations ➤ 2 supervisor consoles ➤ 5 call taker stations Dispatch Center ➤ Average of 1,200 phone calls in/out daily ➤ Over 200 years of combined experience within the department Call Taking Center
SYSTEM STATUS MANAGEMENT ➤ High-Performance System - Dynamic and Complex ➤ Event Driven Deployment ➤ Geographic Deployment ➤ Demand >> Schedule ➤ HRM ➤ 24-Hour Floor Supervision ➤ Ongoing leadership development
SYSTEM STATUS MANAGEMENT (CONT.) ➤ Hybrid units ➤ Post locations ➤ Routing ➤ Post to Post moves ➤ Traffic ➤ TOD/DOW ➤ Demand ➤ Navigator
SYSTEM STATUS MANAGEMENT (CONT.) ➤ Silent Dispatching ➤ Key Performance Indicators ➤ Workflow for Dispatchers (Primary and Secondary) ➤ Significant technology investments ➤ Specialized Call Taking/Dispatching ➤ Critical Care ➤ Secure Transport ➤ MIH
QUALITY IMPROVEMENT / CAAS ACCREDITATION “Efficient call taking, effective resource deployment, and continuous communications capabilities are required to maintain an effective EMS agency.” ➤ 204.01 Policies and Procedures ➤ 204.02 Contingency Plans ➤ 204.03 Preventive Maintenance ➤ 204.04 Training ➤ 204.05 Licensure ➤ 204.06 Communications Inter-Agency Dialogue ➤ 204.07 Communications Performance Improvement CAAS review is every 3 years
QUALITY IMPROVEMENT ➤ QI Charter ➤ QI drives training processes ➤ Integrated with Metro West company clinical QI ➤ EMS Survey Team ➤ Examples ➤ Dedicated call takers ➤ APCO score sheets
QUALITY IMPROVEMENT / INDEPENDENT OVERSIGHT ➤ 18 month cycle ➤ Overall county response time requirement ➤ Individual equity zone response time requirements ➤ Monthly UHU requirement ➤ Ambulance dispatch requirement ➤ Mutual aid / another agency response requirement ➤ EMD training requirement ➤ Changes in SSM plan notifications
EMPLOYEE EDUCATION ➤ Quarterly All-Hands Training ➤ Leadership Training ➤ Certifications ➤ APCO ➤ DPSST ➤ CPR ➤ First Aid
FOR MORE INFORMATION OR TO VISIT OUR DISPATCH CENTER CONTACT: KRISTEN HOOVER KRISTENH@METROWEST.FM OR 503-648-6658 EXT 101

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