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Call Prioritization Time

Call Prioritization Time

Recent studies across nearly 4 million calls in 17 emergency calltaking centers accredited by the International Academies of Emergency Dispatch® show call prioritization in ProQA® (after address verification in CAD) sets an efficient, industry-leading standard. The studies found consistently across both agencies that:

  • True emergency calls (ECHO1 and DELTA2 level) get coded the fastest.
  • Taking a short amount of time to gather critical information and send the right resources the first time is a much better approach than sending too much, too fast, OR too little, too late.
  • Call prioritization improves safety of responders and allocates valuable public safety resources in a practical, efficient, and safe way.

 

For the Medical Priority Dispatch System (MPDS®) the overall median call prioritization time in ProQA (after address verification in CAD) was ≤60 seconds. Check out the complete MPDS study.

The specific median call prioritization times for MPDS were:

For the Fire Priority Dispatch System (FPDS®) the overall median call prioritization time in ProQA (after address verification in CAD) was 52 seconds. Check out the complete FPDS study.

The specific median call prioritization times for FPDS were:

 

Structure Fire Calls

There was a separate study conducted specifically for Structure Fire calls in the FPDS since the high death toll and other serious consequences that result make Structure Fires one of the most important types of calls emergency dispatchers handle.

For Structure Fire calls in the Fire Priority Dispatch System (FPDS) the overall median call prioritization time in ProQA (after address verification in CAD) was 49 seconds. Check out the complete Structure Fire study.

The specific median call prioritization times for Structure Fire calls in FPDS:

For the Police Priority Dispatch System (PPDS®) the overall median call prioritization time in ProQA (after address verification in CAD) was 45 seconds. Check out the complete PPDS study.

The specific median call prioritization times for PPDS were:

 

  1. ECHO: Emergent calls including extreme conditions of breathing and other dire circumstances, such as person on fire.
  2. DELTA: Emergent calls including chest pain, structure fire, and domestic dispute.
  3. CHARLIE: Urgent calls including fire alarm at school, narcotic overdose, and retail theft.
  4. BRAVO: Less urgent calls including vehicle explosion and stalking complaint not occurring now.
  5. ALPHA: Non-emergent calls including superficial and non-recent injuries where patient is alert and breathing normally.
  6. OMEGA: Non-emergent calls including special referral and response, such as forwarding the call to a poison control center, nurse advice, or ombudsman program.