Call taking and

dispatching

Raed Arafat MD. EMDM

Undersecretary of State

Ministry of Health

Romania

2

2004

961

955

981

?

2003

112

Each agency had its own emergency number; call taker /

dispatcher.

Reduced support for cooperation among agencies;

No ANI/ALI (automatic number and address identification);

No possibility to view the resources;

No mutual procedures

Call taking &Dispatcing

Separate Control

Centers

3SPECIAL TELECOMMUNICATIONS SERVICE

Integrated Control

Centers

4

Mobile

Network

Emergency

Control Centre

SPECIAL TELECOMMUNICATIONS SERVICE

Why should we have

integrated

dispatching?• The tasks of emergency services are more integrated

than before >>> Grey zone

• Resources from different agencies respond to medical

emergencies (Ambulance and Fire)

• Resource coordination needs integration in order to

make the best use of the available resources

• Economically it may be cheaper to have one integrated

dispatch center

Main tasks in

emergency

dispatching • Call taking >> identifying caller and emergency

• Decision making >> Primary dispatching

• Follow up >> Secondary dispatching if needed

Integrated dispatch

center

Integrated dispatch

center

Integrated dispatch

center

Integrated call

taking and

dispatching• Call taker / dispatcher

• Identifies caller and

emergency type

• Decides, based on protocols,

which primary response to

send

• Transmits the data / case file

to experts from related

agencies

• Experts

• Follow up case

• Decide if secondary

dispatching of response

teams is needed

• Receive feedback from first

team on site

• Share info with other experts

in the room

• Take further decisions

Integrated call

taking and

dispatching• Advantages

• Caller is not transferred

reducing time and avoiding

bottle neck between call

center and dispatch

• Faster and integrated

dispatching of first response

• Simpler structure of the

system

• Disadvantages

• More complex training of

call takers needed

• Awareness of procedures of

all agencies is needed at the

level of a single call taker /

dispatcher