Dispatch Centre Design Question!
Our EMS service is looking for innovative ideas from all dispatch agencies… We are attempting to re-design of the way we perform dispatch operations to improve our efficiency and decrease our response times.
We are looking for descriptions of dispatch centres designs other then the typical call-taker/dispatcher format.
We are particularly interested in finding out if anyone else has divided tasks in non-traditional ways.
We are EMS provider serving a population of approximately 3 million. We receive 247,000 requests for service, respond to 187,000 incidents and have 140,000 transports each year. At peak periods we staff 90 ambulances. We operate a mixed fleet with 60% ALS and 40% BLS. We also have 18 rapid response vehicles staffed by a single paramedic at peak periods.
The Communications Centre consists of multiple call-takers and 4 dispatchers each responsible for a quarter of the city’s geographic area. We also staff two hospital destination co-ordinators (HDC) who are responsible for ‘finding a hospital’ for a crew when they are ready to transport. The HDC also must stay in contact with our 16 hospitals to keep up-to-date on their bypass status and attempt to distribute patients appropriately.
We are looking for innovative ways to redesign the Communication’s Centre. With our current volume of calls we are taking too much time to dispatch calls and are not covering our priority posts adequately. We could simply divide the city up into more geographic areas and add more dispatchers, however we want to look at all possible design scenarios.
One possible design would have call-takers, a deployment person to ensure coverage of priority posts, several dispatchers to alert units of calls, and several ‘call followers’ to handle all on communications with crews after the initial dispatch.
ANY ideas or information on existing systems with a non-traditional design would be appreciated. Comments from any dispatch agency are welcome as EMS, Fire and Police may all have ideas that we can apply.
Thanks for your help in advance! Please e-mail replies to me directly at firstname.lastname@example.org .
Dave Lyons, ACP, EMD
Senior EMS Planner
Toronto, Ontario, Canada