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Wheel Fever Mountain biking has its pits and fallsThe National Academies of Emergency Dispatch

Rocky Mountain HighMetCom in Colorado keeps climbing

SHOOTING IN TUCSONNot just another day for dispatchers

Grassroots Campaigning for dispatch digs inMarch/April 2011

TheJournal Journal Of EmErgEncy Dispatch

2 THE JOURNAL | emergencydispatch.org THE JOURNAL | March/April 2011 3

g columns4 | President’s Message5 | Ask Doc6 | Contributors7 | Dear Reader8 | The Art of Emergency Dispatch9 | Quality Assurance36 | Retro Space

g industry insider10 | Latest news updates

g departmentsBestPractices

16 | ACE Achievers MetCom is a mile high adventure that keeps happening.

19 | FAQ So what do you do when a Gila monster strikes?

OnTrack

24 | Medical CDE Mountain bikes take riders to the brink of fun and disaster.

27 | Police CDE Protocol 101 can help return abducted child to safety.

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30 | Dispatch Front Line32 | Dispatch in Action34 | Off Hours

features21 | Tucson

When the shooting stopped, the incident started for dispatchers in Tucson.

38 | GrassrootsGrab your gear and help grow the campaign to raise dispatch standards.

42 | NavigatorIt's beginning to look a lot like Navigator in Paris (Las Vegas).

The following U.S. patents may apply to portions of the MPDS depicted in this book: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; 6,607,481; 7,428,301. FPDS and PPDS patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the NAED’s discipline-specific protocols. Original MPDS, FPDS, and PPDS copyrights established in September 1979, August 2000, and August 2001, respectively. Subsequent editions and supporting material copyrighted as issued.

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Riding Out the Storm.Dispatchers brave elements to keep us safe

Scott Freitag, NAED President

Virtual Immunization.Properly using current protocol provides best defense against lawsuits

Jeff Clawson, M.D.

g President’sMessage g asKdOC

The weather in Salt Lake City remains close to the expected temperatures for this time of year. January, our cold-

est month, had a few single-digit days and the usual run of lows near 20 but nothing close to records set 20 years ago during an extended period of frigid arctic air. Snow has been fairly light in the valley, although I’m told snow levels in the mountains are above normal.

All in all, it’s been a rather pleas-ant winter.

I suppose anyone living in the southern Plains through the middle and upper Mississippi Valley into the Great Lakes would prefer changing the subject. Or, at least, that I keep thoughts about weather to myself.

Television news was the closest Salt Lake City came to experiencing the historic storm crippling a third of the country Jan. 31 to Feb. 2. From our side of the Rockies, we could only sympathize with the dangerous conditions heavy snowfall, icing, and bitterly cold arctic air mass created. Windchill values of -15 to -25 degrees Fahrenheit were common from cen-tral Missouri to west central Illinois.

The National Weather Service Weather Fore-cast Office in St. Louis, Mo., reported the storm coming in two waves.

The first wave arriving on Monday, Jan. 31, brought several periods of sleet and freezing rain, occasionally accompanied by thunder. The pre-cipitation tapered to a freezing drizzle on Mon-day evening, as the second crippling portion of the storm began to evolve across the southern Plains. This second wave “unleashed its fury” during the day and night of Tuesday, Feb. 1.

I’m shivering from reading the description, even while outside the windows near where I sit the sky is blue and the sun is shining.

The snow, ice, and frigid temperatures taxed public services despite how well the agen-cies had prepared for the storm based on early weather service reports. Schools shut down, air-

ports cancelled flights, and drivers abandoned cars to snow drifting along some of the coun-try’s busiest streets. News images of downtown Chicago showed a ghost town of empty streets and sidewalks. Millions were affected. At last count, 24 people died in medical emergencies related to the storm.

Due to dangerous road conditions, MedStar EMS—a large EMS agency in Texas serving Fort Worth and 14 other cities—suspended high-speed, lights-and-siren patient transports and long-dis-tance transports to medical facilities outside Med-Star’s service area. Calls to the 9-1-1 center during the storm produced some amazing statistics:

• Callsforbreathingproblems—96% above average• Callsforpregnancy/birth—150%above average• Callsforfalls—186%aboveaverage• Callsfortrafficaccidents—41%above averageAccording to the MedStar news release, the

increases could only be expected. Abrupt and dramatic changes in the weather can heighten breathing problems for those suffering from those conditions regularly. Historically, large storms and

other dramatic changes in pressure tend to also precipitate an increase in births and labor onset.

In Missouri, heavy snow fell across central and northeast portions of the state. Strong winds gusting from 35 to 50 mph produced whiteouts with near-zero visibility and snowdrifts of three to five feet deep. Total snowfall ranged from 14

to 22 inches. Ice accumulations up to 1 1/2 inches downed trees over power lines, which resulted in widespread power outages.

Warnings to wait out the storm, rather than risking hazardous road conditions and zero visibility from whiteouts, however, did not cut across all layers. Public service agencies were busier than ever, including, of course, emergency dispatchers. While get-ting to work was challenging, many agencies “carpooled.” Departments stepped in to shuttle responders to their jobs. Chicago dispatchers worked double and triple shifts covering for coworkers unable to make it in.

Calls began pouring into the Cen-tral Dispatch of Polk County (Mo.) 9-1-1 center on the morning of Feb. 1. An increase in emergency and non-

emergency lines certainly made for a high call vol-ume for the two dispatchers on shift.

MedStar and Polk County are long-time users of the Medical Priority Dispatch System™ (MPDS®), which undoubtedly came in handy considering the surge in medical calls relating to breathing problems, childbirth delivery, falls, and traffic accidents.

The dispatchers were also ready for the storm. Monster storms from the past were harbingers of the worst-case scenario, making dispatch more aware of how to prepare. They kept their cool, so to speak.

We can’t keep weather emergencies from hap-pening. But we can be prepared. With dedicated dispatchers and protocol on our side, maybe the worst won’t be so bad after all. Well, maybe that’s easy for me to say. After all, a couple of buddies did mention something about the 18 holes of golf they played last week. g

Dr. Clawson:Charlie Summers, Deputy Director

for the Division of Emergency Services in Washington County, Md., and retired Oper-ations Commander (Captain) for the Hagerstown Police Depart-ment, wanted to know if there have been any lawsuits involving the Police Protocol? If there have been lawsuits, has either the Prior-ity Dispatch Corp. (PDC) or the National Academies of Emergency Dispatch™ (NAED®) offered sup-port or testimony on their behalf?

Bardona J. Woods, ENPDirector of CommunicationsWashington County Emer-gency CommunicationsHagerstown, Md.

Bardona:There have been no lawsuits

of any kind involving the use of the Police or Fire Protocols or the training associated with them. Therefore, by default, we have not had to provide any support or testimony. The same applies to the Medical Protocol. We have on several occasions provided protocol-licensed agencies with expert help involving non-proto-col related dispatch situations as a courtesy when we believe they did the right things.

This is our official statement on the support matter:

PDC, as the supplier of the Protocols, QA programs, and Cur-ricula does not indemnify—which legally means that PDC does not take responsibility for any incurred legal losses by a client or user. As such, PDC does not have the responsibility to legally defend the user since it is not, nor can be, the legal insurer of the protocol’s use. The protocol is rigorously studied, devel-

oped, tested, and updated by the Academy and PDC. The Academy has over a dozen boards, councils, and expert committees that regularly meet to evolve the protocol and pro-

cess. No other group or organization in the dispatch world does anything remotely simi-lar. These boards and councils are made up of worldwide dispatch and emergency experts.

NAED and experts associated with the Academy will stand behind the correct use of the protocol and would do everything reasonably within their power to help—

including testifying, advising the legal team, providing any information necessary and, in essence, standing up for the cur-rent standard of care and prac-tice in dispatch. This applies to situations in which the Academy believes is shown the proper use of current versions of the Medi-cal Priority Dispatch System™ (MPDS®), Fire Priority Dispatch System™ (FPDS™), and Police Pri-ority Dispatch System™ (PPDS™) as protocols and their surround-ing comprehensive systems. Any travel or lodging cost must be cov-ered by the agency.

Amazingly, in 32 years of MPDS use and now FPDS and PPDS, neither PDC nor the Academy has ever had to for-mally help defend a user for protocol or training-based neg-l igence, because no one has had a potential lawsuit go past discovery into deposition. That comprises al l of the 3,300+ licensed centers in 38 coun-tries during a third of a century. Given that many of the largest comm. centers in the world use the protocol, that is a legal feat not matched in any other area of medicine or public safety. Sev-eral American ambulance/EMS insurers actually require NAED protocol and training as a prereq-uisite to insuring them, consid-ering as it was once stated by an

insurer, that the system’s use was a “virtual immunization” against dispatch liability at the protocol/training level.

Hope that helps… Doc g

Neither snow, nor hail, nor icy roads stays the intrepid EMDs from answering their call. NAED and experts

associated with the Academy will stand behind the correct use of the protocol and would do everything reasonably within their power to offer support.


On Top of the World.Audrey Fraizer, Managing Editor

g dearreader

There’s something just plain wrong about mobile phone service from the top of

Mount Everest. Surfing the Inter-net and checking e-mail seem far too pedestrian and way down the list of “to-dos” when striving to reach the summit of the world’s tallest mountain.

The story made the news in October 2010. A Nepalese tele-com group Ncell built a high-speed phone base station at an altitude of 17,000 feet near Gorakshep village in the Everest region. Ncell made the first video call on Oct. 28, 2010, at 17,388 feet. Perhaps a wireless booster might extend coverage the other 11,647 feet to the top.

Climbing Mount Everest, or Cho-molungma (Mother Goddess of the Earth) as the mountain is referred to in Tibet, is not an adventure most simple mortals strive to undertake. The journey takes years of training and, once high on the mountain, the ability to endure cold, lack of the air we breathe, and—for an acrophobic like myself—the excruciatingly ter-rifying slopes, ice falls, whiteouts, avalanches, and hurricane-like winds that knock climbers off the moun-tain and into a shattered oblivion.

An acquaintance in Salt Lake City, Carol Masheter, reached the summit three years ago, but not without harrowing tales from the top of the world. On the way down, the then 61-year-old climber temporar-ily lost her sight from the pressure of altitude on her retinas. I don't recall her saying anything about the advan-tages of cell phone contact while feel-ing her way down in the dark. I doubt she carries one in personal life.

I’ve always admired anyone who has considering making the climb,

let alone attempting the climb and summiting the peak. I’m more of the armchair adventurer. I enjoy reading books about explorers and their drive to follow the path less taken, pushing limits they don’t understand until meeting the unforeseeable. Yes, they rely on the failures and successes of explorers before them, but it’s still individual spirit pushing one foot in front of the next.

The exploration is personal. The exhilaration lies within the soul. A story told after the feat allows oth-ers to celebrate true adventure while reserving the deep sense of triumph for those willing to embark on an adventure without a beacon illumi-nating the course.

That’s why cell phone service on Mount Everest bothers me. A deeply personal experience becomes public. The mystery shrouding the crevasses and slopes of a terribly unforgiving and powerful mountain is stripped away. Instead of reading a climber’s story anticipating the next step, the next labored breath, or the next swing of an ice axe, a picture cap-tured by a cell phone from the top of the world e-mailed for everyone to see makes the experience all too com-mon, uninspired.

I can’t blame Ncell for going where no other cell phone service has gone before and for providing coverage to the Tibetans and Sherpas living near Mount Everest. I also real-ize that cell phone service may not be all that different from satellite com-munications available for years. But mobile Internet access at the top of the world while most of us at can’t get decent cell phone reception in an emergency at sea level? Looking at it that way, maybe the true adventure is staying at home. g

naeD Journal STaffCOMMUNiCATiONS | CrEATivE DirECTOrKris Christensen Berg

MANAgiNg EDiTOrAudrey Fraizer

TEChNiCAl EDiTOrBrett A. Patterson

ASSiSTANT EDiTOrSheather Darata Cynthia harmon

SENiOr DESigNErSJess Cook lee Workman Chris Carr

WEB DESigNErSErwin Bernales Jason Faga

acaDemy STaffPrESiDENTScott Freitag

ASSOCiATE DirECTOrS | USACarlynn Page Dave Massengale

ASSOCiATE DirECTOr | U.K.Beverley logan

ASSOCiATE DirECTOr | AUSTrAlASiAPeter hamilton

ACADEMiCS & STANDArDS ASSOCiATEBrett A. Patterson

COMMUNiCATiONS DirECTOrKris Christensen Berg

DirECTOr OF CUrriCUlUM DESigNlarry E. latimer, M. Ed.

DirECTOr OF EUrOPEAN OPErATiONSTudy Benson

iNTErNATiONAl liAiSONAmelia Clawson

MEMBErShiP SErviCES MANAgErArabella vanBeuge

The National Journal of Emergency Dispatch is the official bimonthly publication of the National Academies of Emer-gency Dispatch (NAED), a non-profit, standard-setting organization promoting safe and effective emergency dispatch services worldwide. Comprised of three allied academies for medical, fire, and police dispatching, the NAED supports first-responder-related research, unified protocol application, legislation for emergency call-center regulation, and strength-ening the emergency dispatch community through education, certification, and accreditation.

general NAED membership, which includes a Journal subscription, is available for $19 annually, $35 for two years, or $49 for three years. Non-member subscriptions are available for $25 annually. By meeting certain requirements, certi-fied membership is provided for qualified individual applicants. Accredited Center of Excellence status is also available to dispatch agencies that comply with Academy standards. © 2011 NAED. All rights reserved.

TheJournalOf EmErgEncy Dispatch

naTional acaDemieS of emergency DiSpaTch139 East South Temple, Suite 200 Salt lake City, UT 84111 USA USA/Canada toll-free (800) 960-6236 int’l/local: (801) 359-6916 Fax: (801) 359-0996 www.emergencydispatch.org [email protected]

inTernaTional acaDemieS of emergency DiSpaTchAUSTrAlASiAN OFFiCE011-61-3-9806-1772

CANADiAN OFFiCE1-514-910-1301

gErMAN OFFiCE011-43-5337-66248

iTAliAN OFFiCE011-39-011-513-2588

MAlAySiAN OFFiCE011-603-2168-4798

U.K. | EUrOPEAN OFFiCE011-44-0-117-934-9732

BoarDS & councilSACCrEDiTATiON BOArD ChAirBrian Dale

AlliANCE BOArD ChAirKeith griffiths

CErTiFiCATiON BOArD ChAirPamela Stewart

CUrriCUlUM COUNCil ChAirSvictoria Maguire (Medical/EMD Board) Mike Thompson (Fire/EFD Board) Bill Kinch (Police/EPD Board) Susi Marsan (ETC)

rESEArCh COUNCil ChAirBrett A. Patterson, Medical/EMD

STANDArDS COUNCil ChAirSMarie leroux (Medical/EMD) gary galasso (Fire/EFD) Jaci Fox (Police/EPD)

college of fellowSChAirMarc gay

AUSTrAlASiA | SOUTh AMEriCAFrank Archer, MD (Australia) Andrew K. Bacon, MD (Australia) Peter lockie (New Zealand) Peter Pilon (Australia)

CANADADrew Burgwin (Br. Columbia) Claude Desrosiers (Québec) Douglas Eyolfson, MD (Manitoba) Martin Friedberg, MD (Ontario) Marie leroux, rN (Québec) Paul Morck (Alberta) Wayne Smith, MD (Québec)

EUrOPEAndre Baumann (germany) gianluca ghiselli, MD (italy) Jean-marc labourey, MD (France) Jan de Nooij, MD (Netherlands) gwyn Pritchard (Cyprus) (Emeritus) Bernhard Segall, MD (Austria) gernot vergeiner (Austria) Christine Wägli (Switzerland)

UNiTED KiNgDOM | irElANDTrevor Baldwin (England) Michael Delaney (ireland) Conrad Fivaz, MD (England) louise ganley (England) James gummett (England) Chris hartley-Sharpe (England) Andy heward (England) Stuart ide (England) Peter Keating (ireland) ray lunt (England) Andy Newton (England) (Emeritus) John D. Scott, MD (England) Janette K. Turner (England)

UNiTED STATESBill Auchterlonie (KS) robert Bass, MD (MD) Christopher W. Bradford (Fl)

Thera Bradshaw (CA) (Emeritus) geoff Cady (CA) Steven M. Carlo (Ny) Jeff Clawson, MD (UT) Phil Coco (CT) Brian Dale (UT) Chip Darius, MA (CT) Kate Dernocoeur (Mi) Norm Dinerman, MD (ME) Patricia J. Dukes, MiCT (hi) James v. Dunford, MD (CA) Marc Eckstein, MD (CA) John Flores (CA) Scott Freitag (UT) gary galasso (CA) Keith griffiths (CA) Jeffrey r. grunow, MSN (UT) Darren Judd (UT) Alexander Kuehl, MD, MPh (Ny) (Emeritus) James lake (SC) James lanier (Fl) Bill leonard (AZ) Stephen l’heureux (Nh) victoria A. Maguire (Mi) Sheila Malone (iN) Susi Marsan (gA) robert l. Martin (DC) Dave Massengale (CA) Jim Meeks, PA-C (UT) Shawna Mistretta (CO) gene Moffitt (UT) Jerry l. Overton (CA) Eric Parry, ENP (TX) rick W. Patrick (PA) Brett A. Patterson (Fl) Paul E. Pepe, MD, MPh (TX) ross rutschman (Or) (Emeritus) Joe ryan, MD (Nv) Doug Smith-lee (WA) Tom Somers (CA) Paul Stiegler, MD (Wi) Michael Thompson (SD) Carl C. van Cott (NC) Sheila Q. Wheeler, MSN (CA) Craig Whittington (NC) Arthur h. yancey, ii, MD, MPh (gA) Tina young (CO)

CON

TRIBuTO

RS

Carlynn Page

Carlynn Page is the NAED associate director. Her primary responsibilities include accreditation, government relations, police protocol, and the Board of Certification. Carlynn was a reserve police officer and a communications center manager prior to coming to the Academy 12 years ago. She currently serves as the president of the Utah NENA Chapter.

Grassroots | PaGE 38

JaCi Fox

Jaci Fox is the co-chair of the Police Council of Standards for the IAED. She is also an EPD and EPD-Q instructor. Jaci is a certified quality assurance specialist on the Quality Assurance Team at the Medicine Hat Regional 911 Communications Centre in Medicine Hat, Alberta, Canada. Medicine Hat Regional 911 is one of two Tri-Accredited Centers of Excellence. Jaci also spent 14 years as a calltaker and dispatcher.

PolicE cDE | PaGE 27

KiMBerly rigDen-BriSCall

Kim Rigden-Briscall is an emergency services consultant with nearly 20 years of experience in dispatching. Prior to establishing KRB Consulting, she worked for 17 years for the British Columbia Ambulance Service as a dispatch quality improvement manager in the Performance Management Division, a paramedic, and a critical incident stress diffuser. She is a certified ED-Q and EMD and has presented at Navigator and UK Navigator.

tHE art oF EmErGEncy DisPatcH | PaGE 8

BreTT PaTTerSon

Brett Patterson is an Academics & Standards associate and Research Council chair for the NAED. His role involves training, curriculum, protocol standards, quality improvement, and research. He is a member of the NAED College of Fellows, Standards Council, and Rules Committee. Brett began a career in EMS communications in 1987. Prior to accepting a position with the NAED, he spent 10 years working in Pinellas County, Fla.

FaQ | PaGE 19

MiChael SPaTh

Michael Spath began 9-1-1 dispatching more than 16 years ago. He is the senior public safety dispatcher at the Sunnyvale Department of Public Safety in Sunnyvale, Calif. Michael is a NAED-certified quality-improvement instructor for police, fire, and medical protocols. He co-chairs the NAED Call Processing board and is a member of the Q Standards Task Force. Michael and his wife Tammy own and operate EDQ911, a quality management consulting service.

Quality assurancE | PaGE 9

Charlene KiSSoCK

Charlene Kissock, EMD, is a dispatcher for Thompson Fire & Emergency Services in Thompson, Manitoba, Canada.

cPr | PaGE 30


Anything Is Possible.Confidence and team spirit go a long way in achieving goals

Kim Rigden-Briscall

g tHeartOFeMergenCYdisPatCH

The Couch-to-5K® running plan stresses putting space for rest and recovery between the 20- to 30-minute sessions training to run three miles, and that’s exactly what I did to convert my once couch potato self to the fit runner I always wanted to be. The 10 weeks it was supposed to take stretched to 18 but once reaching my goal, I realized I could be a runner.

Running is a fantastic stress reliever and confidence builder, and reaching the first once-seemingly-impossible benchmark pushed me on to the next one—running a half marathon (13.1 miles) before I turned 41 in Janu-ary 2011.

Similar to most goals we set, this did not happen independent of sometimes-enormous amounts of effort, on some days more than others. My four kids were spectacular cheerleaders, urging me out the door even on those pre-dawn runs in winter when I would rather have stayed in bed. Who spends two hours running through snow on Sunday morn-ing? As it turns out, plenty of peo-ple do—including fellow ED-Qs Tammy and Michael Spath—and knowing that I had friends who were also putting in the miles (minus the snow) encouraged me to do the same.

Tammy and Michael made the ideal running companions although we live 3,000 miles apart. They started training in earnest at about the same time I did and we shared the desire to run a half marathon. Thanks to Twitter and Facebook, distance was less of an obstacle and we used the tech-nology for support and trading tips. I virtu-ally cheered them on during the Las Vegas Rock and Roll half marathon (13.1 miles) on Dec. 2, 2010, and was thrilled to see the pictures they posted wearing their finishers’

medals after the race. Their success gave me more confidence and they in turn encour-aged my goal.

With their win under my belt, I marked my calendar for a half marathon scheduled for Jan. 8, 2011, in Disney World®. I picked this race because it is held at the most magi-

cal place on Earth. . .and I needed all the magic I could muster. The decision turned out to be a winner.

Fireworks signalled the 5:30 a.m. starting time at the Epcot theme park and helped fuel my excitement.

The energy of crowds applauding on the sidelines made the miles fly by and marching bands, cheering cast members, and Disney characters waving us on at every mile pro-vided welcome distractions. We ran through

the Magic Kingdom and royal trumpets announced our arrival as we made our way through Cinderella’s castle.

My legs started to hurt at mile 10, but I was able to put it into perspective. I only had 3.1 miles to go, which equates to a 5K race and I had mastered that distance during

the summer. I could do this. My husband and oldest son cheered me across the finish line. I was in the first half of the pack to com-plete the run and felt exhilarated at achieving something I never thought possible.

I still can’t believe that I ran 13.1 miles. I have never been an athlete. I am not fast (my official finish time was 2:36, which trans-lates into about 12-minute miles). Would I do it again? Definitely. The date is already set and this time it will be a triple ED-Q expe-rience with me joining Michael and Tammy at the Philly half mar-athon. This will be our first actual and not virtual run together. The race in September won’t have Goofy or Mickey to push us along, but I am looking forward to sight-seeing on foot through some of the most historic and scenic neigh-bourhoods of Philadelphia.

So, what did I learn and con-tinue to gain from the experience?

Running won’t change the world, but the activity certainly

has improved my health and fitness levels. I have a new and enjoyable outlet for stress. I have the confidence to achieve other goals, reminding me how a like-minded commu-nity is invaluable to the pursuit. And best of all? I am no longer the Kim Rigden-Briscall who dreams about running from the cush-ions of her living room couch. Somewhere along the journey I became a runner right along with a couple of cyber running bud-dies. Anything is possible. g

Running gave me the confidence to achieve goals, reminding me how a like-minded community is invaluable to the pursuit.

EMD-Q Scoring Standards up for new release.Michael Spath

g QualitYassuranCe

With the advent of the Aspirin Diagnostic & Instruction Tool for Protocol 10: Chest Pains (Non-

Traumatic) and Protocol 19: Heart Problems/A.I.C.D., I am frequently asked when the Academy is going to update the 8th Edition EMD-Q Scoring Standards. While an update is forthcoming, I’d like to provide a few answers in anticipation of—or to coincide with—the release of the 9th Edition EMD-Q Scor-ing Standards.

Point #1: Is the Aspirin Diagnostic &

Instruction Tool scored as Post-Dispatch Instructions (PDIs) or Pre-Arrival Instructions (PAIs)?

The questions and instruc-tions on the Aspirin Diagnostic & Instruction Tool are considered PDIs. While there was a letter from the Academy that initially indicated these were going to be considered PAIs, rest assured that is not the case. They are PDIs and are scored as such by today’s stan-dards. While PDIs are allowed to be delivered in a materially identi-cal manner (as opposed to “verba-tim” for PAIs), bear in mind that we are not allowed to intentionally alter the script or paraphrase the questions or instructions. Stick to them as closely as possible even though they are PDIs.

Point #2:Chief Complaint Selection Standard 8 reads:

“More than one Chief Complaint Protocol may apply in situations where multiple complaints of equal or nearly equal severity are identified (for example, chest pain and difficulty breathing). In such situations, the calltaker is permitted to use either Chief Complaint Protocol (for example, Protocol 10: Chest Pains (Non-Traumatic) or Protocol 19: Heart Problems/A.I.C.D.), provided

the calltaker applies Chief Complaint Selection Rules 1 and 2 correctly.”

In other words, when presented with both “chest pains and difficulty breathing,” the call-taker can choose either protocol and still be scored as making the correct choice of proto-col. The question I have been asked is: since the

Aspirin Diagnostic & Instruction Tool link exists on Protocol 10: Chest Pains (Non-Traumatic), should this example be changed since Proto-col 10: Chest Pains (Non-Traumatic) could be considered more appropriate than Protocol 19: Heart Problems/A.I.C.D.?

The short answer is no, this standard remains correct. While it is true the Aspirin Diagnos-tic & Instruction Tool exists on Protocol 10: Chest Pains (Non-Traumatic), the calltaker is

not precluded from using it just because he or she assessed the call using Protocol 19: Heart Problems/A.I.C.D. For ProQA® users, there is an Aspirin Diagnostic & Instruction Tool button on the toolbar at the top of the screen, which is accessible from any specific protocol. Cardset users can access the Aspirin Diagnostic

& Instruction Tool just as easily using the pull-out card behind Protocol 10: Chest Pains (Non-Traumatic). The medical director approval box specifies the Aspirin Diagnostic & Instruction Tool is to be used for alert patients with chest pain who are greater than or equal to the age of 16. A calltaker can safely triage the patient experiencing chest pains and difficulty breathing using Protocol 19: Heart Problems/A.I.C.D.; at the completion of Key Questions, so long as the patient meets approved crite-ria, he or she can then access the Aspirin Diagnostic & Instruction Tool to deter-mine the patient’s eligibility for aspirin to help with the chest pains.

Point #3:Is the Aspirin Diagnostic & Instruc-

tion Tool considered DLS Instructions or a Diagnostic? If it is a Diagnostic, is it Level 1 or Level 2?

For those of us using AQUA Phoe-nix™ 5.5 or greater, we have seen the terms “Level 1 Diagnostic” and “Level 2 Diagnostic” in the Key Question section. As the Q program begins to transition into its new form, we will be defining the differences between Level

1 and Level 2 Diagnostic. Diagnostics are going to be an additional area of protocol compliance, as is customer service. While some may have a pretty good idea of the difference between the two levels, this particular author does not (at least not at the time of this writing). When I learn, I will be sure to pass the information along through my column in The Journal.

Michael SpathED-Q Instructor g

When presented with both chest pains and difficulty breathing, the calltaker can choose either protocol and still be scored as making the correct choice.


New Jersey law creates integrated emergency services system

Legislation signed into law in New Jersey during late January creates a statewide public safety interoperable communications council to make such a system reality.

Under the law (A-2934), a Statewide Public Safety Communications Commis-sion will be created in the Office of Infor-mation Technology (OIT), replacing the current Public Safety Interoperable Com-munications Coordinating Council. The new commission will oversee the planning, design, and implementation of New Jersey’s emergency enhanced 9-1-1 (E-911) tele-phone system and the state’s Interoperable Communications System.

The law will also create a Statewide Pub-lic Safety Communication Council—made up of first responders—to provide advice and assistance to the commission and OIT on these matters.

In addition, legislation creates an inte-grated system that allows emergency ser-vices personnel to cross communicate on all bands—data, video, and radio—across any system in the state through the use of wireless broadband.

AMBER Alerts join Facebook

Facebook users in 50 states, Washing-ton, D.C., Puerto Rico, and the U.S. Virgin Islands can sign up to receive AMBER Alerts through a project coordinated by the social networking site, the national AMBER Alert

program, and the National Center for Miss-ing and Exploited Children (NCMEC).

An AMBER Alert bulletin is issued by law enforcement when a missing child case meets certain criteria: child younger than 18, indica-tion of an abduction, child's life is in danger, and a detailed description of child and abductor/vehicle is available to broadcast to the public.

With an average of 200 AMBER Alerts issued nationally every year, Facebook segre-gated alerts geographically to avoid desensi-tizing users with constant updates. The 53 pages launched in mid-January display active alerts from the respective state or U.S. ter-ritory. To sign up on Facebook go to http://www.facebook.com/AMBERalert.

Dispatch critical to Silver Alert programs

Emergency communications centers are a central component in Silver Alert and similar programs assisting in the search for individu-als with cognitive disorders who are missing without explanation.

For example, the Silver Alert program launched in Maryland during 2009 provides emergency alert notification to all Maryland police departments, 9-1-1 centers, and media outlets. The measure signed into law in Mas-sachusetts last year calls for dementia-specific training of first responders and public safety officials, implementation of a reverse 9-1-1 system based on existing call centers, and media notification.

The Pinellas County (Fla.) Sheriff's Office Project Lifesaver includes—at the

request of the family—a wristband that emits a tracking signal worn by persons with dis-abilities such as Alzheimer's, dementia, and autism. If the person wanders off, 9-1-1 is called and the tracking device is activated.

While 9-1-1 coordination may be univer-sal, the same can’t be said of activation poli-cies in the 27 states that have a Silver Alert or similar program for finding adults with memory or cognitive disorders. Some states limit Silver Alerts to persons over the age of 65 who have been medically diagnosed with Alzheimer's disease, dementia, or a similar disorder. Other states include all adults with mental or developmental disabilities.

Legislation (H.R. 632) recently re-intro-duced by Texas Rep. Lloyd Doggett attempts to close the gaps through a voluntary national system to search for missing seniors patterned on the AMBER Alert program. Under the bill, a new Silver Alert coordina-tor at the Department of Justice will consult with other federal agencies to develop best practices for Silver Alert programs. The bill authorizes up to $10 million in state grants for communities to develop and maintain Silver Alert programs.

Accordingtostatistics,about60%ofpeople affected by Alzheimer’s will wander sometime during the course of the disease; andifnotfoundwithin24hours,about50%of those wandering will suffer serious injury or death.

A separate National Silver Alert online program (www.nationalsilveralert.org)

provides a baseline of encrypted vital information to emergency responders and medical facilities in the event of a wander-ing incident or medical emergency involv-ing a senior citizen or an individual with Alzheimer’s disease or other cognitive dis-orders, regardless of age. The national data-base is free and gathers information from its registered members.

Drug history on display as teaching tool

Want to know more about the drugs that might be involved in the next call that

refers you to Protocol 23: Overdose/Poison-ing (Ingestion)?

Check out The Drug Enforcement Administration (DEA) Museum & Visitors Center. It’s dedicated to presenting the his-tory of substance abuse in America and the ongoing role the nation’s government has played in addressing the problem.

The museum introduces visitors to the history of drug use in this country begin-ning with America’s First Drug Epidemic from 1850-1914. The museum’s changing gallery has featured DEA: Air, Land, & Sea and Good Medicine, Bad Behavior: Drug Diversion in America. Good Medicine, Bad Behavior is still on display and showcases the

use of prescription drugs introduced includ-ing heroin and aspirin in the 1890s. The museum is open Tuesday through Friday and is located across the street from the Pentagon City Mall in Arlington, Va.

For more information visit the museum’s website at http://www.deamuseum.org/index.html.

Patient views on u.K. ambulance service are now just a click away

Patients of the Great Western Ambu-lance Service (GWAS) now have the oppor-tunity to rate their ride (medical care, included) or customer service experience using an online feedback system or, if no online access is available, by calling a num-ber provided by the London-based company.

The Patient Opinion website (www.patientopinion.org.uk) is for people who have dialed 9-9-9 to comment about the treatment and care they received (after the fact). Comments along with anecdotes patients share describing their experiences will be posted for the public to view.

Understanding the patient’s experience is a valuable way to improve quality, accord-ing to GWAS Medical Director Ossie Raw-storne, M.D.

“And by making patient stories visible through this website, we will be able to not only gain insight into how our service is perceived by those people that use it, but also put in place improvements in how we respond to patients,” he said.

GWAS is the first ambulance trust in the U.K. to sign-up to receive public opinion through an online feedback service. Infor-mation promoting the Patient Opinion link will include stickers on board GWAS vehi-cles, posters for GP (general practitioner) surgeries and hospital A&E (accident and emergency) units, and cards to hand out to patients. The new service is in addition to GWAS’ existing Patient Advisory Liaison

From the London Ambulance ServiceLondoners whose hearts stop beating in

public are over six times more likely to sur-vive now than 10 years ago.

Close to one in six people (15.2 percent*) who suffered an out-of-hospital bystander-witnessed cardiac arrest were discharged from the hospital last year, compared to 2.5 percent in 1998/99.

The news comes from the London Ambulance Service (LAS) 2008/09 Cardiac Arrest Annual Report and the increased survival rate reflects a wide range of develop-ments in the care and treatment of cardiac patients in the capital.

Last year the LAS community resusci-tation team trained over 10,000 members of the public in basic life support, which includes delivering CPR, or chest compres-sions and rescue breaths, a life-saving tech-nique that doubles a cardiac arrest patient’s

survival if performed while emergency help is on the way. The volunteers provide emer-gency assistance in their communities.

With the help of Big Lottery funding and the British Heart Foundation, LAS is now responsible for almost 500 automated exter-nal defibrillators (AEDs)—machines that can deliver a shock to restart a patient’s heart—in public places such as railway stations and shopping centres. Last year LAS trained over 1,200 staff members in these public places to use a defibrillator.

The LAS communications center is one of the world’s largest users of the Medi-cal Priority Dispatch System™ (MPDS®). According to a two-stage study conducted over a 32-month period (results published Emerg Med J. 2003 Jan; 21(1): 115-8), the MPDSresultedina200%riseinthenumberof patients accurately identified as suffering from cardiac arrest. g

IndustryInsider

Saving liveS

More Londoners surviving out-of-hospital cardiac arrest


Service (PALS) and the meetings held with patient groups to discuss the issues.

Great Western Ambulance Service NHS Trust provides emergency and urgent care and patient transport services across Wilt-shire, Gloucestershire, and the former Avon. The trust employs more than 1,680 staff members across 33 operational sites—30 ambulance stations and three emergency operations centers—and in its headquarters. Last year (2009-10), GWAS responded to more than 256,000 emergency calls. The trust covers an area of 3,000 square miles with a population of over 2.3 million people.

John OliverExternal Communications ManagerGreat Western Ambulance Service

Carrollton Police retire 9-1-1 badge

In September 2010, when the Carrollton Police Department (Texas) was about to issue a new badge with the number 911 for a new hire, someone thought twice.

"I thought about how it would feel to wear that badge as a newly hired officer," said Personnel Officer Wesley Rutherford, in a city-issued news release.

The Carrollton 911 badge was retired to an honorarium housed in a glass case in the lobby of the Carrollton Police Department.

Bikers and helmets don’t always agree

Bicycling in traffic may be considered one of the most dangerous activities in the coun-try, second only to basketball in the number of emergency room visits, according to a 2008 study by the Loyola University School of Medicine. Although a majority of injuries

are not life threatening, bicyclists wearing hel-mets have a far greater chance of surviving a visit to the ER following a traffic mishap than those going without head protection. In fact, in2008,91%ofthe718bicyclistskilledintraffic—according to National Highway Traf-fic Safety Administration (NHTSA) statis-tics—were without helmets; the average age of those who died was 41 years old.

So,whydoonly38%ofbicyclistsintheUnited States wear helmets, particularly with statistics showing that head protection has been estimated to reduce head injury riskby85%(afigureregularlyusedbyhel-met proponents although highly disputed due to the small sampling used in the 1987 study)? Principal helmet-skeptic arguments published by the Bicycle Helmet Research Foundation include:

• Thereisnoreal-worldevidencethathelmets have reduced the likelihood or severity of head injuries among whole populations of cyclists

• Helmetpromotionreducescyclingand the health benefits of cycling; less cycling increases risk for those who do cycle

• Theriskofseriousheadinjuryissmall and frequently overstated

• Muchpro-helmetresearchandpro-motional material is flawed

• Cyclistsshouldnotbesingledoutfor helmets when other groups, espe-cially pedestrians, are more prone to head injury

Americans aren’t alone in their refusal to wearhelmets.Only0.1%ofDutchbikerswearhelmets,incontrastto15%innearbySweden,according to the British cycling organization CTC. The Dutch Traffic Safety Institute concluded in a report last year that helmets

are "an effective means of protecting cyclists against head and brain injury," but to advocate their use would be too controversial.

New decade advances patents on protocol systems

The National Academies of Emergency Dispatch® (NAED™) welcomed the new decade with a total of 15 issued patents and another 20-plus patents pending through-out the world. The most recent patent issued comes from Singapore, which issued a patent for computer software related to the Medical Priority Dispatch System™ (MPDS®) protocol.

The Singapore patent—Diagnostic Intervention Tools for Emergency Medi-cal Dispatch—was filed in February 2008 and as customary for the patent process, issued nearly two years later. The patent is directed to computer implemented tools used to assist in the Emergency Medical Dispatch (EMD) interrogation process and includes tools to detect breathing and pulse, a pregnancy con-tractions timer, and a tool for monitoring compressions during cardiopulmonary resuscitation (CPR).

Patents protecting the same diagnostic tools are pending in Australia, Malaysia, Europe, and elsewhere.

The first patent application the NAED filed was in March 1997 to protect the Method and System for the unconscious or fainting protocol of an EMD system. The pat-ent protecthing the protocols and associated technology was granted in January 1999 and extends through March 2017.

The right conferred by a U.S. patent grant is, in the language of the statute, "the right to exclude others from making, using, offering for sale, or selling" the invention in the United States or "importing" the inven-tion into the United States. Patent-holders can profit from their inventions by going into business for themselves or licensing the use of their invention to other compa-nies. A patent’s life extends 20 years from application date.

Tornado shelters under dispatch control

Dispatchers in Allen County (Ky.) will have the power to open concrete shelters designed to withstand tornado-force winds under a proposal to receive disaster mitiga-tion funds from the Federal Emergency Man-agement Agency (FEMA).

The Allen County Emergency Manage-ment Agency requested the $610,000 in funding from FEMA to build 11 tornado-safe rooms across the county in response to the February 2008 tornado that killed four residents. The buildings would provide pro-tection to people living in mobile homes or less-sturdily built homes close to a shelter and who hear a warning on their NOAA radios. As part of the deal, Allen County would match the grant by in-kind work that would include site preparation and assembly of the prefabricated buildings that hold up to 110 people.

According to the Bowling Green Daily News, the tornado-safe buildings would be located at county fire stations as a convenience to residents in the communities. Access via dispatch at the communications center would relieve the onsite responsibility of unlocking shelters at the time of an emergency.

Tornado shelters are not new to this part of the state. Neighboring Warren County has small tornado-safe rooms at 10 of its fire departments to shelter first responders who might be on call during stormy weather, according to the Bowling Green Daily News.

Shortly after midnight on Feb. 6, 2008, a F3 tornado destroyed six mobile homes and three conventionally built homes and dam-aged several more buildings during the 13 minutes it was on the ground.

CDC goes Twitter

The Centers for Disease Control and Pre-vention (CDC) has joined the social media revolution and is accessible via Facebook and

Twitter. Using your phone or computer you can receive the latest updates on a variety of featured health and safety tips including the Flu I.Q., emergency preparedness and response information, and news and events by simply joining the more than 75,000 other people who have “liked” CDC’s Face-book page. Visit it at http://www.facebook.com/CDC.

CDC’s newest Facebook page is in Span-ish and already has more than 2,800 people who’ve “liked” it. Access it by visiting http://www.facebook.com/CDCespanol.

For those who prefer Twitter, it’s all there too. Follow @CDCgov for your daily source of current, credible health and safety information or @CDCespanol for updates in Spanish. CDC also offers several Twitter accounts that may highlight specific topics you’re looking for.

Follow @CDCEmergency for informa-tion to help you prepare for and stay safe during an emergency. @CDC_eHealth helps people stay up to date with the CDC’s social media activities and offers social media tools and resources. Following @CDCFlu helps you access what you’re looking for when it comes to the flu including seasonal flu activ-

ity, flu prevention and vaccination informa-tion, and free flu resources.

Don’t forget to check out the CDC on YouTube and Flickr too.

Protocol complements revamped clinical fall assessments

The American and British geriatric soci-eties must have reviewed EMD protocols when updating clinical assessment guide-lines for falls in older persons. According to the recommendations—new since the 2001 version—clinicians should ask older patients

Visits to classrooms teaching kids about 9-1-1 are making inroads, at least that’s the impression after a quick tour of the 99-block “box city” unveiled the week after Thanksgiv-ing 2010 in Salt Lake City.

The project, aimed at getting third-, fourth-, and fifth-graders to think about their community and the environment, combines the trappings of city living—such as public buildings, houses, businesses, churches, and even a cemetery—with the accruements of

the outdoors—such as streams, hills, trees, and playgrounds.

The classroom contributing the public safety square prominently displayed the 9-1-1 numbers above the front door, which when viewing the entire layout only goes to show that getting help in an emergency made much more of an impression on these stu-dents compared to the antics of sports stars. And maybe that explains the exception; there isn’t a golf course anywhere on site. g

DiSPaTCh CenTral

Tiny towns made of cardboard prominently display 9-1-1 centers


This issue of The Journal debuts the col-umn we’re calling Bulletin Board and devoting to announcements from our 9-1-1 emergency dispatch community. We encourage you to submit brief articles—no longer than 250 words—and photos—minimum 300 dpi—about topics to include:

• Personnel:retirements,promotions,and management relating to the com-munications staff and the respective public service agency

• Recognition:anniversaries,awards(local, regional, national), and honors related to the profession

• Achievements:awardsandhonorsreceived for accomplishments outside of the profession

• CommunityService:contributionsoutside the communications center that benefit the community

• Remembrances

Send your stories along with your contact information (name, center, phone, and/or e-mail) to The Journal staff at [email protected].

Deb BerrethMetro CommunicationsMinnehaha County, South Dakota

Thirty years, three months, and twenty-nine days is the time Operations Manager Deb Berreth dedicated to the 9-1-1 profes-sion before deciding to retire in February 2011. She began working as a supervisor in 1980 and was promoted to Operations Manager in 1994. Many accomplishments occurred in the dispatch center under Deb’s leadership, including Metro Communica-tions becoming the first dispatch center in South Dakota and the 45th in the world to become an Accredited Center of Excellence with the NAED™.

Metro Communications is a consolidated public safety communications center for Min-nehaha County, formed in 1980. Prior to that time, dispatch was provided by the Sioux Falls Police Department with uniformed officers and civilian employees handling all dispatch

duties for police, fire, ambulance, and con-tracted services. Deb was initially hired with the start of Metro Communications in 1980. Since that time she has adapted with the on-going dynamic changes of the 9-1-1 profession. Starting long ago in a job where an individual behind the scenes answered the phone and advised the caller help would be sent, Deb was able to leave a better recognized profession where dispatchers have become a crucial part of public safety and now provide life-saving instructions until responders arrive on scene.

Deb is commended, not only for her years of service and contributions to the demand-ing 9-1-1 profession, but also for the count-less number of hours she has dedicated to the employees of Metro Communications.

EMD honored for stellar call

Saskatoon (Saskatchewan, Canada) EMD Kim Wruck was recognized at a special gath-ering at MD Ambulance headquarters in February for efforts going above and beyond duty to assist a young woman who had taken an overdose of drugs in an apparent suicide attempt. In July 2008, Wruck was working dispatch when she received a 9-1-1 call from a woman worried about her friend’s situa-tion, although she did not know where the friend could be found. Ninety minutes later, Wruck, with the help of Corman Park Police Chief Ron Boechler, established a land loca-tion for the woman. When the chief found the young woman, she was unconscious and in life-threatening danger. See the full story in The Journal. g

if they have fallen recently, frequency of fall-ing, injuries from the fall, and symptoms at the time of fall. Determinant Descriptors in Medical Priority Dispatch System™ (MPDS®) Protocol 17: Falls are based on similar criteria, with the seriousness of injury coinciding to the level of response.

The majority of recommendations, how-ever, centers on prevention, such as exercise to increase strength and maintain balance, cataract surgery if falls are vision related, reducing medication that affects the central nervous system, and removing barriers in the home that increase the risk of falling.

Experts in fall prevention and geriatrics developed the new guidelines, and the Amer-ican College of Emergency Physicians, the American Medical Association, the Ameri-can Occupational Therapy Association, and the American Physical Therapy Association have endorsed them.

The Centers for Disease Control and Preven-tion (CDC) cites falls as one of the leading causes of injury among adults age 65 and older. Accord-ing to statistics available from the CDC website:

• Oneoutofthreeadultsage65andolder falls each year

• Amongthoseage65andolder,fallsare the leading cause of injury death. They are also the most common cause of nonfatal injuries and hospital admissions for trauma

• In2007,over18,000olderadultsdiedfrom unintentional fall injuries

• Thedeathratesfromfallsamongoldermen and women have risen sharply over the past decade

• In2009,2.2millionnonfatalfallinju-ries among older adults were treated in emergency departments and more than 581,000 of these patients were hospitalized

• In2000,directmedicalcostsoffallstotaled a little over $19 billion—$179 million for fatal falls and $19 billion for nonfatal fall injuries. g

BulleTin BoarD

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g aCe aChieverS g FaQ

BestPractices

Metropolitan Area Communications Center, commonly referred to as MetCom, in Centennial, Colo., stands almost like a beacon at 5,883 feet above sea level in a state known for its mile-high panoramas.

But don’t think the great views into the world outside their mile-plus high center take precedence over the other features character-izing MetCom. This center continues to chart new heights in emergency communications.

MetCom literally sticks by its motto “Good enough, isn’t.”

unique shift organizationFor starters, MetCom has a unique shift

organization. There are no rotating shifts, extended daytime shifts, swing shifts, or graveyard shifts. The 12 full-time dispatch-ers taking calls covering a 270-square mile area are organized into three 24-hour shift teams (A, B, and C); each team consists of three dispatchers and one supervisor.

During the evening hours, the team takes turns working and sleeping. The center was built with four individual sleeping quarters. Two dispatchers work for six hours while the other two dispatchers sleep; then they rotate. If there’s a crisis during the night, the

dispatchers at rest can be up out of bed and ready to assist within 90 seconds.

MetCom’s 24-hour shifts were designed to match the schedules of its partner agency—South Metro Fire Rescue Authority. Dispatch Shift A works every time South Metro’s Shift A is on duty, and the same applies to shifts B and C.

“This scheduling model promotes team building between first responders and dis-patch personnel,” said MetCom Director Paul Smith.

The 24-hour shift has other benefits, also, including lower personnel costs, greater employee satisfaction (no one getting upset

There's No Stopping MetCom. Each achievement opens a door to the next

g aCeaCHievers

over a swing shift assignment), and a perpetual schedule giving dispatchers advance notice of their 20 days off each month.

In addition, having four dispatchers on duty during the day gives Smith the ability to send a dispatcher to training programs and on fire department ride-alongs. These opportunities give dispatchers a more empathic insight into the lives of crews and 9-1-1 callers.

“They can see what the firefighters face each day,” Smith said. “The time in the field helps to bridge the sensory deprivation created in a dis-patch environment and allows the dispatcher to create a mental image when they’re talking with callers, which is invaluable.”

out in the fieldThe center is also unique in dispatch assign-

ments, including incident response and Geo-graphic Information System (GIS) administration.

MetCom’s Incident Dispatch Team (IDT), which is in its third year of operations, includes eight dispatchers, Smith, and techni-cal services personnel. Team members are Inci-dent Command System (ICS) 400 certified. The course provides training and resources for personnel requiring advanced application of ICS and intended for those coordinating mul-tiple agencies.

The IDT dispatcher supports the battalion chief (BC), serves as a liaison, manages resource ordering, and coordinates incident communi-cations and incident logistics (e.g., Salvation Army, Red Cross).

When an IDT call comes in, the dis-patcher assigned leaves the center in a response vehicle equipped with bunker and wildland gear and a communications kit that includes a laptop, printer, camera, GPS, VHF radio programming equipment, inter-net access, weather software, a cache of ICS forms, and office supplies.

“We literally have a dispatcher that goes as part of the initial response,” Smith said. “Our team member pulls up next to the bat-talion chief.”

That was exactly what MetCom dispatcher and IDT member Eric Hurst did in September 2010 during a wildland fire burning precari-ously close to residential property. The incident commander put Hurst and a second IDT dis-patcher in charge of coordinating the actions of eight fire departments arriving on scene.

“We’re a benefit to incident commanders,” Hurst said. “They can look us in the face rather than talking on the radio. It simplifies things.”

The two GIS team members support the IDT by providing maps and aerial imagery accessible on scene. They also provide pre-plans showing floorplans and the location of water mains; the accompanying fact sheets are utilized when coordinating fire suppres-sion activities.

“The tools provided in the arsenal allow for making better decisions,” Smith said.

IDT members respond to about 20 inci-dents a year, including structure fires, wildland fires, and HAZMAT calls.

By Heather Darata

aCCreDiTaTioneMD

146 Protransport 1; Cotati, Calif.

147 Hunter’s Ambulance Service, Inc.; Meriden, Conn.

148 Centre Communication Santé de l'Outaouais; Gatineau, Québec

re-aCCreDiTaTioneMD

1 Albuquerque Fire Department; Albuquerque, N.M.

10 Miami Dade Police and Fire Res-cue Department; Miami, Fla.

14 City of Miami Fire-Rescue; Miami, Fla.

18 Colorado Springs Police Depart-ment; Colorado Springs, Colo.

62 American Medical Response-Colorado Springs/El Paso Coun-ty; Colorado Springs, Colo.

63 Pennington County 911; Rapid City, S.D.

96 Tampa Fire Rescue Communi-cations; Tampa, Fla.

116 Loveland Emergency Communi-cations Center; Loveland, Colo.

117 Medicine Hat Regional 911 Communications; Medicine Hat, Alberta, Canada

eFD

6 Kent County Department of Public Safety; Dover, Del.

7 Medicine Hat Regional 911 Communications; Medicine Hat, Alberta, Canada

ACE List

rollin' When MetCom Incident Dispatch Team members hit the road, it's in one of the center's response vehicles.

view of The World MetCom dispatchers are on the leading edge of technology, charting new heights in emergency communications in a state known for its mile-high panaromas.

in The Field Incident Dispatch Team members are part of the initial response to about 20 incidents each year.

Frontline MetCom Incident Dispatch Team member Eric Hurst was on the scene to coordinate incident communications and logistics.

all Day and night MetCom dispatchers work 24-hour shifts to match the schedule of the center's partner agency.


Gila Monster Bite. Use Protocol 2 to handle monster bite

Brett:For patients bitten by a Gila monster, do

we select Protocol 2: Allergies (Reactions)/Envenomations (Stings, Bites) or Protocol 3: Animal Bites/Attacks?

We h ave n’t ye t had any incidents of a human bitten by a Gila monster in our area ; however, our department did arrest a man recently who housed several species of snakes with venom so toxic, there’s no antidote. So, I guess it’s feasible that if we don’t encounter one in the outdoors, someone might come across an angry one in a cage one day. Which protocol do you recommend we select for these calls?

Un d e r s t a n d i n g that Wikipedia cer-tainly isn’t a medical authority, I went ahead and copied what their website states about the Gila monster:

The Gila monster is a species of ven-omous lizard native to the southwestern United States and northwestern Mexican state of Sonora. A heavy, slow-moving lizard, up to 60 centimeters (2.0 ft) long, the Gila monster is the only venomous lizard native to the United States and one of only two known species of venomous lizards in North America, the other being its close relative, the Mexican beaded liz-ard. Though the Gila monster is venomous, its sluggish nature means that it represents little threat to humans. However, it has earned a fearsome reputation and is sometimes killed despite being protected by state law in Arizona and Nevada.

Four potentially lethal toxins have been iso-lated from the Gila monster's venom, which is produced in modified salivary glands in the Gila monster's lower jaw, unlike snakes, whose venom is produced in the upper jaw. The Gila mon-ster lacks the musculature to forcibly inject the venom; instead, the venom is propelled from the gland to the tooth by chewing. Capillary action

brings the venom out of the tooth and into the victim. Although the venom is a neurotoxin, as toxic as that of a coral snake, the Gila monster produces only small amounts.

The Gila monster's bite is normally not fatal to adult humans. There are no confirmed reports of fatalities after 1939. The Gila monster can bite quickly (especially by swinging its head sideways) and hold on tenaciously and painfully. Symptoms of the bite include excruciating pain, edema, and weak-ness associated with a rapid drop in blood pressure.

Thanks for your help.Virginia (Ginger) Szatkowski

City of Lawton E-911 Training CoordinatorComanche County E-911 Training OfficerQualify Management OfficerCity of Lawton Emergency CommunicationsOklahoma

virginia:Thanks for your question. It’s a good one,

especially—as you point out—the prevalence of people keeping exotic animals as pets.

P r o t o c o l 3 : A n i -mal Bites/Attacks was designed for trauma, w i t h m e c h a n i s m o f injury as a primary triage consideration. The pro-tocol also handles scene safety concerns created by attacking animals. The EXOTIC Animal defini-tion and descriptor were developed to provide a safety net for wild ani-mals or animals kept as pets unfamiliar to EMDs.

Protocol 2: Allergies (Reactions)/Envenom-ations (Stings, Bites) is a medical protocol that addresses toxins and al lergens injected or introduced into the body via a bite.

The Gila monster is poisonous animal that presents a clinical threat

by way of a toxin, not a traumatic one. Therefore, Protocol 2: Allergies (Reactions)/Envenomations (Stings, Bites) is the most appropriate protocol to use for a Gila monster bite.

If an EMD is not familiar with this animal's threat and, instead, chooses Protocol 3: Animal Bites/Attacks, the EXOTIC Animal descriptor provides one of the many safety nets included in the MPDS.

I hope this answers your question."Brett A. PattersonIAED Academics & Standards AssociateResearch Council Chair g

g FaQ

By Brett Patterson

Technology break“Locution Lola” is a popular voice heard around MetCom. She

relays call information to the fire stations and is a master of air tones. And the best part about their on-the-spot, automated “gal Friday”?

“They (dispatchers) can stay on the phone for longer periods with-out interrupting the caller,” Smith said.

“Locution Lola” also offers a few intangible benefits—she doesn’t suffer from head colds and nasal congestion and is available 24/7. While Hurst admits it took time to get accustomed to “the voice,” he now recognizes the benefits to customer service.

“I can stay on the line with the caller until fire and medical per-sonnel arrive,” he said. “It really makes the process seamless.”

MetCom recently purchased FirstWatch, a real-time data collection software that can identify patterns and trends based on specific “trig-gers” programmed into the system. This is particularly helpful in moni-toring dispatch performance, turnout times, or potential pandemics.

Other technologies available for dispatchers include an Adashi plume modeling software, which is a valuable tool for HazMat responses, and the Everbridge system for citizen notifications.

Being the bestMetCom serves about 200,000 people, taking about 50,000

EMS and fire calls per year and dispatching first responders to almost 14,000 incidents. MetCom also dispatches for West Douglas County Fire Protection District (a volunteer fire district). These two sup-ported fire districts have a diverse coverage area, an urban/suburban/rural mix of several municipalities south of the Denver metro area. Locations in this area include Centennial Airport, Park Meadows Mall, Coors Amphitheater, Cherry Creek State Park, and portions of Pike National Forest.

The center meets or exceeds all industry standards like the National Fire Protection Agency’s (NFPA) 1221 performance stan-

dards and those established by the Commission on Fire Accreditation International (CFAI).

MetCom’s dispatchers are certified in cardiopulmonary resuscitation (CPR), Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Incident Command System (ICS), and National Incident Management System (NIMS). They also maintain other certification from the National Wild-land Coordinating Group (NWCG) and the Association of Public-Safety Communications Officials (APCO).

Dispatchers also receive awareness-level training in dive operations, wildland fire operations, aircraft rescue firefight-ing, technical rescue, and hazardous materials.

MetCom’s three supervisors completed the Communica-tion Center Manager (CCM) course as part of Smith’s focus on succession planning and continuing education.

MetCom’s achievements led to yet another goal: an Accredited Center of Excellence (ACE).

“How do you quantify your position as a professional organization if you can’t demonstrate that you can work within a recognized standard?” Smith asked. “For us, accredi-tation was one way we could quantify our professional-ism by demonstrating our compliance to the actual use of protocols.”

Smith said staff buy-in existed from the top down; everyone was involved in a process culminating in receiving ACE status in July 2010. He credits persistence and advice from the accreditation experiences of El Paso/Teller County (Colo.) 9-1-1.

But it wasn’t only recognition for the center Smith was after.“It’s the processes behind accreditation—the planning,

self evaluation, performance standards, transparency, iden-tifying areas for improvement, and ability to undergo a rigor-ous assessment,” he said. “It’s those aspects that provided the greatest benefit to our organization.” g

Process to achieve ACE provided greatest benefit to MetCom.

3

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146971A01

In those critical minutes, we offer critical EMD instruction.

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Visit onstar.com for coverage map, details and system limitations. OnStar acts as a link to existing emergency service providers. ©2011 OnStar. All rights reserved.

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THE JOURNAL | March/April 2011 21

A slow and quiet Saturday morning at a Tucson (Ariz.) Safeway store turned horribly violent Jan. 8 may have ended

quickly for the two-dozen people at the Town Hall-style event but for area dispatchers the bullets fired marked only the beginning.

Within two minutes after suspect Jared Lee Loughner turned his semi-automatic pis-tol on the crowd, killing six and wounding 13, the calls poured into the Pima County Sheriff’s Office PSAP, overflowing into the City of Tucson’s regional communications center. Through the hours providing assis-tance to those on-scene followed by days of investigation, dispatchers worked long shifts to coordinate multi-jurisdictional law enforcement (four police departments), EMS, and fire operations (four departments).

Their duties, however, stretched far beyond directing response and follow-up, said Tucson communications center Shift Supervisor Shayl McCormick.

“We were working transportation issues, managing responses to the public, and answering calls from the press,” said McCor-mick, who answered 9-1-1 calls that morning because of the number coming into the cen-ter. “People on the scene were frantic, upset, and running for safety and we were taking their calls hoping all would turn out well. As you know, it wasn’t so that day.”

Tucson is the regional fire/EMS commu-nications center and on that day, the center’s dispatchers answered the overflow of calls transferred to them by the Pima County Sheriff’s Office. The first medical request from Pima at 10:12 a.m.—less than two min-utes after the shooter was tackled and his weapon taken—initiated a major dispatch of

medical units including putting a helicopter on standby until further reports came in.

arriving on sceneNorthwest Fire Engine 330 and Pima

County sheriff deputies arrived on the scene almost simultaneously at approximately 10:19 a.m. Within one minute Loughner was in police custody and once law enforcement deemed the scene safe to approach at 10:22 a.m., paramedics began caring for the victims.

Stuart Rodeffer, a battalion chief for Northwest Fire/Rescue District, said the scene was utter chaos. One after the other, witnesses ran up to him and EMS workers, grabbing them, urging them to move faster and faster. "People are dying here," they cried. "Help us. Help us!" Rodeffer and his crews immedi-ately set up triage under the covered sidewalk in front of the Safeway and identified seven patients in need of urgent transport.1

Tragedy in Tucson. Day for dispatchers starts when shooting ends

B y A U d R e y F R A I z e R

united in Tragedy Memorials for Rep. Gabrielle Giffords and other shooting victims continued to grow outside her office .

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The most critically wounded—U.S. Rep-resentative Gabrielle Giffords and nine-year-old Christina Taylor Green—were the highest priority.

Treating the victimsIt was the speed and efficiency of

responders and quick actions of bystanders that helped many of the victims survive.

Prior to the arrival of paramedics, Dan-iel Hernandez, Jr., an intern for Giffords, had applied pressure to the gunshot wound on her forehead and made sure she did not choke on her blood.2 David and Nancy Bow-man, a married doctor and nurse who had been shopping in the store, had set up triage. The image of Christina-Taylor is something Nancy Bowman will never forget. "Just pris-tine," Nancy Bowman said. "She was beauti-ful, not a mark, it didn't seem, on her."3

Pam Simon, a community outreach coor-dinator for Giffords, who had been standing about seven feet from Giffords was hit by bullets and fell face down.

A story in the Washington Post credited a passerby who arrived before medical teams for assisting Simon, speaking calmly and reassur-ing her. Simon asked the man to reach into her pocket for her cell phone to call her husband. Simon was released from the hospital five days after the shooting and still has a bullet lodged in her hip that traveled from her chest.4

Northwest Fire District Communica-tions Coordinator Jim Long credits the responding agencies for their “amazing” job stabilizing the scene.

He also lauds the Pima County Sheriff’s Department deputies, who treated gunshot victims as they waited for the scene to be cleared and secured for emergency medical personnel, using department-issued emer-gency kits containing military style clotting agents, compression bandages, combat gauze, a chest seal, a tourniquet, and trauma sheers to treat victims bleeding from gunshot or stabbing wounds.

“Without that, more people would have

died,” he said. “The kits and the training the deputies received really made the difference.”

Giffords, 40, who was hosting constitu-ents, was the youngest and most seriously injured of those wounded. The others wounded, ranging in age from 52 to 75 years of age, were transported to local hos-pitals; University Medical Center (UMC) treated a total of 11 victims. Southwest ambulance Paramedic Transport PT838 transported Christina-Taylor, who died on

arrival at the regional trauma center, UMC, leaving the scene when the first helicopter was landing. Giffords was second off the scene in PT831 at 10:41 arriving at UMC a scant 13 minutes later. The (estimated) time of her injury to arrival at the trauma center was about 45 minutes.5 & 6

Calls to 9-1-1The redacted 9-1-1 tapes available on the

Pima County Sheriff's website bring you to the scene: people screaming to a background of wailing emergency vehicles, and frantic callers relaying the shocking aftermath of actions by a disturbed young man.

Some of the first calls to 9-1-1 came from the nearby Wells Fargo bank, where employ-ees had locked the doors soon after the shoot-ing started. Like others among the earliest callers, they provided the little information they knew: gunfire, a man wearing baggy blue jeans and a black hooded sweatshirt shooting people down the line, and people lying on the ground near the tables Giffords’ aides had setup for the event.

A succession of callers describe a man in his 20s held down by other people, his gun taken away. Giffords has a pulse and she is breathing, a caller reports, although there is at least one dead and multiple people shot. Another asks for more ambulances. A woman phoning 9-1-1 from inside her car apologizes for leaving the scene; another woman calls asking where her husband will be taken. “He has been shot. He called,” she said. “I don’t know where he is.”

The dispatchers advise callers to help others to safety without getting hurt in the process and offer reassurance.

Within 35 minutes of the initial call, the Pima and Tucson communications centers had dispatched 60 units to the scene—25 from Northwest and 35 offering mutual aid—includ-ing seven engines, 12 ambulances, two ALS res-cues, and three helicopters, according to Long. More than 100 emergency personnel responded, making it possible to have every critically-injured victim, classified as immediate, en route to medi-cal centers within 38 minutes of the attack. Every patient was off the scene and on the way to definitive care in 61 minutes.

“At that moment, we had the capacity to deal with the incident,” Long said. “Things

Northwest Fire District Communica-tions Coordinator Jim Long credits the responding agencies for their amazing job stabilizing the scene.

recovering Rep. Gabrielle Giffords is improving after being rushed off the scene at 10:41 a.m. on the morning of the shooting.

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don’t always happen that way. There are always other calls happening, but this morn-ing, it was relatively quiet."

at the dispatch centerGeoffrey Kuhn, the Tucson Fire Depart-

ment communications supervisor, rushed into the center immediately after notified. It was his fifth day on the job, having accepted a transfer as supervisor of the call center from the city’s water department.

“Our people were amazing and, for me, quite a baptism,” he said.

McCormick, who was the only shift supervisor on duty at the time of the shoot-ing, said hotlines and 9-1-1 lines lit up, pull-ing the four people in the PSAP into calls coming in on the rollover lines from the Pima County Sheriff’s Department.

The 9-1-1 crew, including McCormick, dispatched medical units from Northwest Fire District and Southwest Ambulance. They launched three air medical helicopters, managed public response, and coordinated traffic sent to the scene.

The dispatchers were the superstars of the day, Long said.

“They behaved brilliantly,” he said. “They were the day’s unsung heroes; they were the lynch pins getting the information to responders on scene. I can't emphasize enough the courage they bring to the team.”

The dispatch center was a hum of con-stant activity, said McCormick, who has worked nearly 11 years in emergency com-munications. “Phones were ringing off the

hook and for a call that kept growing and growing, the crew was spot on. There’s no playback for something like this and the crew here was phenomenal.”

Medical calls, she said, lasted about four minutes, slowing down once medical units took over on scene. The active incident lasted about two hours, although the grim reality struck much earlier with the arrival of news teams at the scene.

“We could see what was happening,” McCormick said. “That was hard, especially when we heard about the death of a child.”

McCormick clocked out at 4 p.m. that day, eager to reach home where she could finally let her emotions show. She spent a few hours on the phone calling dispatchers on duty that day, listening to their concerns and sharing the emo-tional strain. The outpouring of community support buoyed her spirits, and she commends a community refusing to be held hostage by the shooter’s random act of violence.

“Everybody offered up everything they had that day,” she said. “We breathe in and

out and triumph over the human spirit ring-ing through.”

The City of Tucson Communication Center provides 9-1-1 calltaking and dis-

patching services for the Tucson Fire Depart-ment as well as five county fire districts: the Northwest Fire District, Golder Ranch Fire District, Avra Valley Fire District, Three Points Fire District, and Picture Rocks Fire District. The division also operates Tucson MEDS Control, a centralized medical dis-patching service that also handles requests for air medical helicopters.

Tucson Fire Department and Northwest Fire District are long- time users of the Medi-cal Priority Dispatch System™ (MPDS®). On the day of the shooting, Tucson used a local

code—34 DELTA—to report the major medi-cal event. Plans are under way to replace the v12.1 flip card system with ProQA® software as part of a new Tucson CAD project. Tuc-son is also pursuing certification as a medical Accredited Center of Excellence.

A planned Pima County Wireless Inte-grated Network Bond project will include a regional public safety 800 Mhz voice com-munications system and a central facility to locate the county Emergency Operations Center with the 9-1-1 public safety answer-ing points and dispatch operations of the sheriff’s department and the county fire districts along with a separate facility for the City of Tucson police and fire department’s PSAP as a back-up to the county facility. g

Sources1 Pauline Arrillaga, AP National Writer, Jan. 10, 2011, Get

down! Get down!’ as Gunfire Erupts in Arizona, Associated

Press. Retrieved Jan. 27, 2011: http://www.lawofficer.com/

article/news/get-down-get-down-gunfire-erup

2 Patti Morrison, Jan. 10, 2011: Two gay heroes thwart assas-

sination—what a difference 35 years make, Los Angeles Times.

Retrieved Jan. 27, 2011: http://opinion.latimes.com/opin-

ionla/2011/01/two-gay-heroes-thwart-assassinations-what-a-

difference-35-years-make.html

3 Katie Couric, Jan. 10, 2011, Tragedy in Tucson, CBS Evening

News, Retrieved Jan. 27, 2011, http://www.cbsnews.com/

stories/2011/01/10/eveningnews/main7232620.shtml

4 Dana Hedgpeth, Jan. 14, 2011, Hospital releases Tucson

shooting victim, Washington Post. Retrieved Jan. 27, 2011:

http://www.washingtonpost.com/wp-dyn/content/ar-

ticle/2011/01/14/AR2011011403954.html

5 UMC Incident Command Site, http://azumc.fastcommand.com/

6 Newspusher, Jan. 15: AZ/Tucson Shooting—1st Responder

Presser. Retrieved Jan. 28, 2011: http://www.newspusher.

com/EN/post/1295136241-2/ES-/az-tucson-shooting-1st-

responder-presser.htm

The dispatchers were the superstars of the day. They behaved brilliantly. — Jim Long

Well Wishes Julian Secomb and Nancy Unklesbay place flowers near the office of Rep. Gabrielle Giffords after hearing about the shooting at the Town Hall-style event.

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g MeDiCal CDe g PoliCe CDe

OnTrack

Okanagan Valley in southwestern British Columbia is a year-round outdoor enthusi-ast’s dream. The roughly 8,000-square-mile, sparsely-populated region features more than 60 provincial parks and a spectacular back-country ideal for skiing, hiking, backpacking, and mountain biking.

These same attractions, however, can become the enthusiast’s nightmare. There is risk involved in wilderness adventure. Hik-ers and bikers can get disoriented following trails winding them deeper into unknown terrain. An accidental fall, a close encounter with a bear, or clothing unsuited to weather suddenly turning bad can turn a fun daytrip into a harrowing experience far from imme-diate emergency medical response.

In October 2010, a group of mountain bikers learned just how far it was.

British Columbia Ambulance Service Dispatcher Terra Vallely, based in Kamloops, was in her last week of training with the Medical Priority Dispatch System™ (MPDS®) and working on her own when a call came in from a popular although remote section of a mountain biking trail. A biker had fallen off his bike into a ditch.

“His friends said he had opened his eyes but wasn’t breathing,” Vallely said.

The rider was experiencing extreme breathing difficulties due to [as it was later learned] a cervical (neck) spine injury suf-fered in the high-impact fall. Injuries located in C1-C5 vertebrae may cause paralysis of the muscles used for breathing and all arm and leg muscles. Therefore, in addition to quadriple-gia, some patients with cervical spine injuries may require a ventilator to breathe.

Vallely started immediate, over-the-phone CPR and, for the next 80 minutes, the biker’s four friends took turns delivering

chest compressions while awaiting the arrival of a medical transport helicopter.

“They were an awesome team,” Vallely said. “They just kept it up until paramedics took over.”

In December 2010 Vallely received an Executive Director’s Commendation for her efforts during the call. The injured biker survived although according to reports he has lost complete movement below his neck.

Traumatic cardiac arrestThe situation was unusual not only

because of the time involved, but, also, that the group was able to keep their friend alive.

Out of every 100 patients with significant trauma, an estimated two to four patients will suffer a traumatic cardiac arrest1 and, according to an article from Circulation magazine, patients with out-of-hospital cardiac arrest due to trauma (i.e., an acute injury resulting from a major accident, such as a fall or crash), rarely survive. Patients with the best outcome from traumatic arrest are young, have treatable penetrating injuries, have received early (out-of-hospital) endo-trachael intubation, and undergo prompt transport (typically 10 minutes or less) to a trauma care facility.2

In some cases of traumatic cardiac arrest, the use of air medical transport may be ques-tioned; although not futile, studies do sug-gest limiting the emergency flight service to only those patients having a response to ini-tial resuscitation. Survival in studies focusing on prehospital traumatic cardiopulmonary arrestvariesfrom0-2.9%.3

Trauma and mountain bikingSince its inception more than 30 years

ago, more and more people have been drawn to the outdoor sport of mountain biking. During the 1990s, the participation in

Spinning Out of Control. Mountain biking grows in popularity as well as injury rate

g MediCalCde

By Audrey Fraizer

mountain biking increased from 4.6 million to more than 10 million riders, with growth consistent throughout North America and Europe. Since then, mountain bikes have outsold all other bicycles.4

Although the number of mountain bik-ing injuries has increased in line with the sport's growing popularity, research data regarding the severity of injury as a result of a mountain biking accident varies widely depending on the population surveyed, research design, and criteria for injury cases.

The most common mechanism of injury involves a forward fall over the handlebars, usually while riding downhill, which can result in direct trauma to the head, torso, and upper extremities. Head and face inju-ries are not always prevented by current helmet designs.5 A fall injuring the upper cervical spinal cord can result in paralysis of all muscles of respiration. Unless the patient is exhibiting signs of obvious and irreversible death, CPR should be attempted.6

Protocol and bike fallsThere has been much discussion around

National Academies of Emergency Dispatch® (NAED™) circles about which protocol best handles a call about a person who has fallen while riding a mountain bicycle. The fall could result in fairly severe injuries, con-sistent with going downhill at road speeds exceeding 40 mph, or minimal injury from losing balance while dismounting or taking a slow fall when traveling uphill. Minor inju-ries such as cuts and scratches from brush-ing against trailside vegetation are usually of little consequence.

Three choices are most often mentioned: Protocol 29, Protocol 17, and Protocol 30, (with one of them being the correct choice) .

Protocol 29: Traffic/Transportation Inci-dents is a possibility, but as you will notice, there is no selection for bicycles. Deter-minant Descriptor D-2, HIGH MECHA-NISM, includes serious injuries involving bicycles, but this descriptor is based upon an accident involving a collision between a vehicle and either a bicycle or motorcycle. The descriptor does not indicate an acci-dent involving injuries from falling off a bicycle. The specifics of this descriptor take into account the considerable mechanism of injury forces involved with the relative weight and velocity of a vehicle striking a bicycle or motorcycle.

Protocol 17: Falls is designed to handle the mechanism of vertical falls, either from a height, or from ground level, but was not

meant to address the wide range of injuries that may be encountered falling, or being tossed from, a moving bicycle.

Protocol 30: Traumatic Injuries (Specific) is the most appropriate choice. The Academy does not have a special protocol pathway for accidents involving falls from bicycles or, for

that matter, while skiing, bungee jumping, or snowmobiling.

The reasoning is the breadth of injury, according to Jeff Clawson, M.D.

“The spectrum of ‘Tour de France’ riders through ‘kids on tricycles’ cannot be jammed simply into a mechanism of injury format,” he said.

The same applies to velocity and injury.“We don’t assess on Protocol 30 how fast

the boom on the forklift was going when it hit the worker in the back or the speed the skier was going in a downhill race,” Dr. Clawson said. “The Protocol does, however, provide information about the severity of the injury in terms of the body area affected in much more detail compared to Protocol 29.”

For example, the Determinant Code for a chest or neck injury (with difficulty breath-ing) is 30-D-3, while injury to a POSSIBLY DANGEROUS body area (as listed in the protocol) is assigned 30-B-1. A spinal injury is covered in the list and is suspected if the patient is breathing abnormally, unconscious at the trauma scene, or (if conscious) com-plains of tingling sensation or numbness in extremities. Massive facial or head injuries may be present.

However, even if an EMD uses Protocol 29 in error, the same Determinant Level results, based on what is known and not known about the patient’s priority symptoms and injuries. Protocol 29, however, was not designed for solitary bicycle accidents, including those resulting in traumatic cardiac arrest. g

Sources1 Howard A. Werman, M.D., FACEP, Robert E. Falcone,

M.D., FACS, Traumatic Cardiopulmonary Arrest, from

Trauma Reports, July 2007, at http://www.ahcpub.com/

hot_topics/?htid=1&httid=1841.

2 Circulation. 2005;112:IV-146-IV-149. This special supple-

ment to Circulation is freely available at http://www.circula-

tionaha.org.

3 See Note 1.

4 Kylee B. Aleman, Michael C. Meyers, Mountain Biking

Injuries in Children and Adolescents, Sports Medicine, Jan.

1, 2010.

5 RL Kronisch, RP Pfeiffer, Mountain biking injuries: an

update. Sports Medicine 2002; 32 (8);523-37. PMID:

12076178 [PubMed - indexed for MEDLINE]

6 Stephen J. Rahm, Trauma Case Studies for the Paramedic,

2005, Jones and Bartlett Publishers, Ontario, Canada.

7 Emily R. Dodwell, Brian K. Kwon, Barbara Hughes, David

Koo, Andrea Townson, Allan Aludino, Richard K. Simons,

Charles G. Fisher, Marcel F. Dvorak, and Vanessa K. Noonan,

Spinal Column and Spinal Cord Injuries in Mountain Bik-

ers: A 13-Year Review, Am J Sports Med published online be-

fore print May 20, 2010, doi:10.1177/0363546510365532

8 Spinal cord injury resource center at http://www.spinalin-

jury.net/index.html.

according to a study specific to

mountain biking injury and describing

patient demographics, type of injury,

treatments, outcomes, mechanisms,

and resource requirements

associated with spinal injuries

sustained during recreational

mountain biking7:

The mean age at injury was 32.7 years. Seventy-nine patients (73.8%) sustained cervical injuries, while the remainder sustained thoracic or lumbar injuries. Forty-three patients (40.2%) sustained a spinal cord injury. Of those with cord injuries, 18 (41.9%) were American Spinal Injury Association (ASIA) A, 5 (11.6%) were ASIA B, 10 (23.3%) ASIA C, and 10 (23.3%) ASIA D. Sixty-seven patients (62.6%) required surgical treatment. The mean length of stay in an acute hospital bed was 16.9 days (95% confidence interval 13.1, 30.0). Thirty-three patients (30.8%) required intensive care unit attention, and 31 patients (29.0%) required inpatient rehabilitation. Of the 43 patients (40.2%) seen with spinal cord injuries, 14 (32.5%) improved by 1 ASIA category, and 1 (2.3%) improved by 2 ASIA categories. Two patients remained ventilator-dependent at discharge.

on the whole, there are about

10,000 new cases of spinal cord

injury each year. The majority of

them (82%) involve males between

the ages of 16-30. These injuries

result from motor vehicle accidents

(36%), violence (28.9%), or falls

(21.2%). Quadriplegia is slightly more

common than paraplegia.8


CDE-Quiz Medical Answers to the CDE quiz are found in the article “Spinning Out of Control,” which starts on page 24. Take this quiz for 1.0 CDE unit.

1. The patient in the call answered by Dispatcher Terra valley suffered traumatic cardiac arrest resulting from:

a. cranial fracture.b. facial fracture.c. cervical spine injury.d. thoracic spine injury.

2. injuries located in which vertebrae may cause paralysis of the muscles used for breathing and all arm and leg muscles.

a. C1-C5b. T3-T7c. l1-l5d. S1-S3

3. Out of 100 patients, what is the estimated number of patients who will suffer a traumatic cardiac arrest resulting from significant trauma?

a. Oneb. Two to fourc. One out of five (20% of the patients)d. 25 (one-fourth of the patients)

4. Survival in studies focusing on prehospital traumatic cardiopulmonary arrest varies from:

a. 0-2.9%.b. 3-4.9%.b. 5-8%.c. 10%.

5. growth in the popularity of mountain biking has been greater in Europe than North America.

a. trueb. false

6. The most common mechanism of injury in mountain biking accidents involves:

a. colliding with another cyclist while passing on the trail.b. jumping hurdles in a cross-country race.c. forward fall over the handlebars, usually while riding downhill.d. swerving off the trail to avoid hitting an animal.

7. According to another study, the mean age of injury for mountain bikers is:

a. 24.6 years.b. 32.7 years.c. 41.3 years.d. 53.8 years.

8. Protocol 29: Traffic/Transportation incidents has no selection for:

a. aircraft.b. trains.c. bicycles.d. watercraft.

9. Protocol 30: Traumatic injuries (Specific) provides information about the severity of the injury in terms of the body area affected.

a. trueb. false

10. injury to a POSSiBly DANgErOUS body area (as listed in the protocol) is assigned which Determi-nant Code?

a. 30-D-2.b. 30-B-1.c. 30-B-2.d. 30-A-1.

$

CDE Quiz Mail-In Answer SheetAnswer the test questions on this form. (A photocopied answer sheet is acceptable, but your answers must be original. We Will not process altered sizes.)

A CDE acknowledgement will be sent to you. (You must answer 8 of the 10 questions correctly to receive credit.)

clip and mail your completed answer sheet along with the $5 non-reFUndaBle processing fee to:

The National Academies of Emergency Dispatch139 East South Temple, Suite 200Salt Lake City, UT 84111 USA (800) 960-6236 US; (801) 359-6916 Intl. Attn: CDE Processing

Please retain your CDE acknowledgement for future reference.

Name _________________________________

Organization ____________________________

Address _______________________________

City________________St./Prov. ____________

Country__________________ZIP ___________

Academy Cert. # ________________________

Daytime Phone ( ) ___________________

E-mail: _________________________________

primary FUnction

Public Safety Dispatcher (check all that apply)

_____Medical _____Fire _____Police

Paramedic/EMT/Firefighter

Comm. Center Supervisor/Manager

Training/QI Coordinator

Instructor

Comm. Center Director/Chief

Medical Director

Commercial Vendor/Consultant

Other

ANSWER SHEET G MEDICALMarch/April Journal 2011 vOl. 13 NO. 2 (Spinning Out of Control) Please mark your answers in the appropriate box below.

1. o A o B o C o D

2. o A o B o C o D

3. o A o B o C o D

4. o A o B o C o D

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To be considered for CDE credit, this answer sheet must be received no later than 04/30/12. A passing score is worth 1.0 CDE unit toward fulfillment of the Academy’s CDE requirements. Please mark your responses on the answer sheet located at right and mail it in with your processing fee to receive credit. Please retain your CDE letter for future reference.

YOU MUST BE MEDICAL CERTIFIED TO TAKE THIS QUIZ.

Do Overs Not an Option. Enhanced Protocol 101 goes to the core of child abduction

Child abduction is an emotionally-charged situation. Family and friends reporting a miss-ing child—or someone witnessing a probable child abduction—are desperate and frightened and, as a result, often hysterical and uncoop-erative. While these types of calls to a 9-1-1 communications center are infrequent, when they do happen, the call creates an undeni-ably intense situation. The calltaker must take charge of an interrogation process that must be solid and absolute from the start. In the emer-gency communications business, there are no chances for a “do over” and the first contact in these situations can mean the difference between returning the child to safety or not.

When it comes to defining kidnapping and abduction, the terms are used interchangeably in Police Priority Dispatch System™ (PPDS™) Protocol 101: Abduction (Kidnapping)/Cus-todial Abduction/Hostage Situation. Regard-less, the person has been reported missing. There is no differentiation between kidnap-ping and abduction in the terms when asking the 10 Key Questions (KQ).

Statistical reporting on the number of abductions occurring in the United States each year varies by organization and meth-odology used in compling the statistics. The National Center for Missing and Exploited Children (NCMEC)—posts on its website figures from the U.S. Department of Justice, which are as follows:1

• 797,500 children (younger than 18) were reported missing in a one-year period of time studied resulting in an average of 2,185 children being reported missing each day

• 203,900 children were the victims of fam-ily abductions

• 58,200 children were the victims of non-family abductions

• 115 children were the victims of “stereo-typical” kidnapping

o These crimes involve someone the child does not know or someone of slight acquaintance who holds the child overnight, transports the child 50 miles or more, kills the child, demands ransom, or intends to keep the child permanently

In a family abduction, the perpetrator may be a non-custodial parent taking a child from the custodial parent and moving from state to state without court permission. Parental or custodial abductions usually occur after a decision by the courts favors one parent or guardian over another. In these instances the suspects often hide out at the homes of other relatives.

A nonfamily perpetrator generally takes a child by physical force or threat and keeps the child for at least one hour in an isolated place without parental permission2. In these cases, the perpetrator may be someone such as Brian David Mitchell who was found guilty of snatching Elizabeth Smart at knifepoint from

her bed in the Smart family home in Salt Lake City or Bruno Richard Hauptmann, who was executed for the kidnapping and murder of Charles and Anne Morrow Lindbergh’s son. The lack of potential leads in nonfamily abductions often makes this a more frighten-ing situation. According to statistics:3

• TheU.S.DepartmentofJusticeestimates50%ofvictimsarebetweentheagesof4to 11 years old

• Morethan65%arefemale• Atleast19%oftheseabductorsarestereo-

typical kidnapping perpetrators• Mostabductionsoccurswithinaquarter

of a mile from the victim's home

In either situation—family or nonfamily abduction—the missing child case may be used as a bargaining tool or kept as secret as possible. The victim of a nonfamily abduc-tion, however, is much more likely to be sexually assaulted and/or killed. According to the National Incidence Studies of Miss-ing, Abducted, Runaway, and Thrownaway Children (NISMART)4:

• In40%ofstereotypicalkidnappings,thechildwaskilled,andinanother4%,thechild was not recovered

• Nearlyhalfofallchildvictimsofste-reotypical kidnappings and nonfamily abductions were sexually assaulted by the perpetrator

• Anadditional32%ofvictimsreceivedinjuries requiring medical attention

Working togetherThe National Academies of Emergency

Dispatch® (NAED™) worked closely with NCMEC to enhance the Protocol 101 inter-rogation process in PPDS v4. NCMEC, in cooperation with several organizations including the NAED, created a 9-1-1 Center Partner Program, incorporating best prac-tice standards, pre-incident planning, and resource development. The program uses the word “abduction,” rather than “kidnap-ping,” for family and nonfamily incidents of missing children cases.

The procedure section of the standards manual closely matches NAED philosophy and protocol style in its recommendations

g POliCeCde

By Jaci Fox


regarding call handling techniques and training as well as an interrogation process to assess initial risk to the child and deter-mine the most appropriate response. New instructions in PPDS v4 mirror NCMEC’s recommendations including the following statements in the Post-Dispatch Instructions of Protocol 101:

• “(Knownsuspect)Ifyouhavethesus-pect’s cell phone number, write it down and give it to the responding officer. Do not have anyone call the number.”

• “Ifthevictimhasacellphone,writeitm-down and give it to the responding offi-cer. Do not have anyone call the number.”

With the advances in cell phone location technology, the cell phone may be a vital element in locating the victim and/or the suspect. Every effort must be made to prevent tipping off the suspect as he or she may turn the cell phone off or hinder the ability to use the cell phone as a location device while also preventing fur ther communication.

Police protocol revisionsThe changes approved by the NAED

Police Standards Council in PPDS v4, com-pared to earlier versions, include revised defi-nitions, new Key Questions (KQs) pertaining to the victim of abduction, additional Post-Dispatch Instructions (PDIs), and enhanced resource information in the Additional Infor-mation (AI) section.

The new release does not affect the Determinant Descriptors or Determinant Codes on Protocol 101; however, DELTA 1 is assigned to a hostage situation and DELTA 2 is assigned to ABDUCTION, as defined in the AI section. DELTA 3 applies to parental/custodial ABDUCTION and DELTA 4 applies to attempted ABDUC-TION. CHARLIE responses correspond to past situations and OMEGA is used for referral and information.

Protocol 101 revisions begin with the Case Entry title from simply Abduction (Kidnap-ping) to Abduction (Kidnapping)/Custodial Abduction/Hostage Situation. Although ear-lier versions addressed these issues in KQs 8, 9, and 10, the enhanced title clearly identifies protocol’s usage for either a family or nonfam-ily abduction. As in every interrogation, the first KQs revolve around safety:

• Officersafety• Callersafety• Victimandbystandersafety

The first series of KQs apply to an active incident. The initial KQ determines if the caller knows whether weapons are involved. If there is knowledge of a weapon involved—whether actually observed or mentioned by the suspect—the subsequent questions solicit a description of the weapon and location of the weapon. The next questions determine the element of danger; immediate danger triggers DELTA level responses.

After the caller’s (or anyone else’s) safety has been verified, the protocol moves to ques-tions targeted at apprehension. These ques-tions address the suspect’s description and mode of transport. The subject’s demeanor (calm, emotional, intoxicated) is prioritized, making it a mandatory part of the interroga-tion. In addition, when obtaining the caller’s name and address, the dispatcher will be prompted to inquire about the victim’s rela-tionship to the caller. Gathering consistent, accurate descriptions of the accused and relaying that information to police as soon as possible assists in locating the victim.

The apprehension questions, however, are only part of the interrogation process. In the case of abduction, it is necessary to get the vic-tim’s description. After completion of the vic-tim’s description, the dispatcher is prompted to ask three other questions about the victim:

• Wass/hewithanyonesuchasanadult,child, or pet?

• Doess/hehaveanymedicalormentalcon-ditions that we need to be aware of?

• Iss/heinneedofanyspecialmedication?

These Key Questions are vital. For exam-ple, understanding the victim’s medical concerns early in the call emphasizes the time-sensitive nature and urgency of these events.

The remainder of the interrogation provides specific information pertaining to the classifica-tion of the incident. Because in most cases the abductor is related to the victim or victim’s family, several of the KQs focus on family/cus-tody issues. In the case of a custody classifica-tion, questions involve whether there are court/restraining orders in place and the name of the person having legal custody of the individual.

If the kidnapper calls the 9-1-1 cen-ter, Protocol 101 shunts to the Pre-Arrival Instructions (PAIs) Caller is Hostage Taker/Kidnapper. Panel B-1, immediately after the first weapons KQ. On B-1, specific questions solicit information from the suspect about location, condition of the caller/others (hos-

tage or child), reasoning for the situation, identification, and what has occurred.

The AI section provides resource infor-mation for the National Sex Offender Public Website and NCMEC. The website is a search tool coordinated by the Department of Justice listing the identity and location of known sex offenders for use by the public. NCMEC can also launch AMBER Alerts to secondary dis-tributors within specified geographic areas once notified of an active alert by law enforcement.

A dispatcher cannot initiate an AMBER Alert. This is the decision of law enforce-ment agencies that generally follow these four criteria:5

• Lawenforcementbelievesachildhasbeen abducted

• Thechildis17yearsoldoryounger• Lawenforcementbelievesthevictimis

facing imminent danger, serious bodily injury, or death

• Thereisinformationthatcouldassistthepublic in the safe recovery of the victim or apprehension of a suspect

The AI section also reminds the EPD to assist law enforcement by providing as much background information as quickly as possible. This cooperation is vital as the time line in kidnapping cases is critical, espe-ciallywhenconsideringthefactthat74%ofabducted children who are ultimately mur-dered are dead within three hours of the abduction.6 It is imperative that the EPD act quickly and proficiently in obtaining the best information available for responding officers.

And remember: children aren’t the only victims of abduction. Adults are also victims, but when a person over age 18 goes missing, there’s always the chance the adult has volun-tarily left without leaving forwarding infor-mation. If there is proof of foul play, the same process for a missing child is followed for the missing adult. g

Sources1 National Center for Missing and Exploited Children, Sta-

tistics at http://www.missingkids.com/missingkids/servlet/

PageServlet?LanguageCountry=en_US&PageId=2810

2 J. Robert Flores, National Incidence Studies of Missing,

Abducted, Runaway, and Thrownaway Children, October

2002, http://www.ncjrs.gov/pdffiles1/ojjdp/196467.pdf

3 State of Washington's Office of the Attorney General; Na-

tional Center of Missing and Exploited Children, http://find-

articles.com/p/articles/mi_m1571/is_35_18/ai_92352720/

pg_2/?tag=content;col1

4 See note 2.

5 Utah Office of the Attorney General, Utah Amber Alert,

http://attorneygeneral.utah.gov/AMBERsummary.html

6 See note 1.

visitus

The 41-page document is available online in PDF format on the NCMEC website at www.missingkids.com/en_US/documents/911standards.pdf

CDE Quiz Mail-In Answer SheetAnswer the test questions on this form. (A photocopied answer sheet is acceptable, but your answers must be original. We Will not process altered sizes.)

A CDE acknowledgement will be sent to you. (You must answer 8 of the 10 questions correctly to receive credit.)

clip and mail your completed answer sheet along with the $5 non-reFUndaBle processing fee to:

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ANSWER SHEET ? POLICEMarch/April Journal 2011 vOl. 13 NO. 2 (Do Overs Not An Option) Please mark your answers in the appropriate box below.

1. o A o B

2. o A o B o C

3. o A o B o C o D

4. o A o B o C o D

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10. o A o B o C o D

CDE-Quiz Police Answers to the CDE quiz are found in the article “Do Overs Not An Option,” which starts on page 27. Take this quiz for 1.0 CDE unit.

1. Kidnapping and abduction are terms used interchangeably in the Police Priority Dispatch System Pro-tocol 101: Abduction (Kidnapping)/Custodial Abduction/hostage Situation.

a. trueb. false

2. The highest number of children abducted fall into which classification?

a. family abductionb. nonfamily abductionc. stereotypical kidnapping

3. Most abductions occur within how many miles of the victim’s home?

a. one-quarter mileb. one milec. five miles d. 10 miles

4. in the new release of PPDS v4, what section of Protocol 101 remains unchanged?

a. Key Questionsb. Determinant Descriptorsc. Post-Dispatch instructionsd. Additional information

5. The National Academy of Emergency Police Dispatch partnered with which one of the following agencies to produce KQ interrogation for Protocol 101?

a. FBib. royal Canadian Mounted Police (rCMP)c. NCMECd. interpol

6. What level of response is used in a hostage situation?

a. DElTA 1b. DElTA 4c. ChArliE 1d. OMEgA 2

7. like every EPD interrogation, Protocol 101 focuses on:

a. officer safety.b. caller safety.c. victim and bystander safety.d. all of the above

8. A dispatcher can issue an AMBEr Alert immediately after a call regarding a missing child comes into the center.

a. trueb. false

9. The subject’s demeanor (calm, emotional, intoxicated) is prioritized, making it a mandatory part of the interrogation.

a. trueb. false

10. According to statistics, 74% of abducted children who are ultimately murdered are dead within how many hours of the abduction?

a. 1 hourb. 3 hoursc. 12 hoursd. 24 hours

$

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g DiSPaTCh FronTline g DiSPaTCh in aCTion g oFF hourS

yourSpace

It is 4:50 in the morning on Aug. 15, 2010. I am settling in for the last few hours of night shift thinking of going home to bed when the phone rings. I put on my dispatch hat and pick up the phone, “Fire and Ambulance. What is the address of your emergency?” From the other end of the line, I hear the words that I have dreaded hearing ever since I started in emergency dispatch 2 1/2 years ago: “My baby stopped breathing and is turning blue!” The adrenaline starts coursing through my veins as I ring the bell, waking up the fire medics on duty.

I will my fingers to work as I flip the card-set to the “A” card—Infant CPR. This is only

the second time I have ever had to give CPR instructions to a caller during the year since my department adopted EMD protocol. This is my first infant CPR situation. The mother is hysterical but my training kicks in and I am able to calm her down to the point she can follow instructions.

I begin by telling the mother to check airway and breathing status. The baby is not breathing. I give mouth-to-mouth instructions followed by CPR landmarks and compressions. The mother counts out loud with me to make sure she is pumping the chest adequately.

The mother experiences a “refreak event” when she doesn’t see immediate results from the CPR but I provide extra reassurance to help calm down us both.

I have never had a five minute call last as long as this one did but thankfully by the time paramedics arrive the baby has started breathing. Hearing those words from the paramedics mean more to me than anything I have ever experienced in my life. I just helped save a six-day-old baby’s life.

It was the most horrific call I have ever taken and, although these types of calls are rare, I am glad that my department insti-tuted the proper training for dispatchers. I think back to the days without protocol and I can’t help but think about what could have happened in this call. It was truly my unforgetable call but thankfully it had a happy ending. g

Follow These Instructions. CPR restores breathing to “blue” baby

g disPatCHFrOntline

happy ending EMD Charlene Kissock handled one of the hardest calls she has ever taken by using protocol to provide CPR instructions to the mom. The baby began breathing again by the time paramedics arrived.

By Charlene Kissock

Love is a Many-Splendored Thing. Husband provides CPR for first time to save his wife

They met on a dance floor 41 years ago and never let go, not through his career on the railroad keeping them apart days at a time or, lately, her medical problems con-vincing them to move from their home to seek treatment a state away.

“She’s been wonderful to me,” said Gary Fisher, 65, and a long-time resident of Fort Wayne, Ind. “She’s gotten me through a lot of things. Now it’s my turn to help her.”

Sara Fisher, also 65, has cancer of one lung and for the past year has endured chemotherapy following major surgery to remove the tumors. She was recovering at home when the inconceivable happened.

“She went into the kitchen to get a soda,” he said. “The next thing I hear is a thump.”

Gary rushed to the room, finding Sara slumped over a chair. She wasn’t conscious. She wasn’t breathing. He laid his wife on the floor and called 9-1-1. For the next four minutes he became master of something he had never done before under the direction of EMD Melissa Smith.

Without Smith, Gary doesn’t want to think about what could have happened.

“No doubt about it, the CPR saved her life,” he said. “Her doctor said it was a mira-cle. My wife is one in a million.”

Smith, a dispatcher for TRAA in Fort Wayne, said Gary sounded distressed, and understandably so. He had difficulty explain-ing the situation, pleading for an ambulance to save the life of his beloved companion.

Smith asked if he had ever provided CPR. He said “no.” Well, she told him, let’s get started.

“He did exactly what I told him,” Smith said.Gary pushed harder when instructed and

opened the door for the arrival of emergency crews. He acknowledges Smith for her “fan-tastic” patience and compassion, although at the time all he could do was think about saving Sara.

Fire department first responders/EMTs arrived six minutes into the call, about three minutes ahead of the Three Rivers Ambu-lance Authority (TRAA) paramedic unit. Paramedics shocked her four times before transport to the hospital as part of a sequence of events Gary calls his five-hour nightmare on the evening of Sept. 5, 2010.

Probably the toughest part was the 15 minutes EMS worked on her at their home, Gary said. She was intubated at the scene and

therapeutic hypotherma was initiated using ice packs and cold fluids to decrease her core body temperature. Her initial assessment wasn’t good. A cardiologist at the hospital told Gary she wouldn’t likely pull through.

Although survival rates for out-of-hospi-tal cardiac arrest differ, the national average hoversaround14%dependingontheemer-gency treatment system available. While bystander CPR performed correctly (e.g., using Pre-Arrival Instructions (PAIs) from a trained EMD) has been shown to increase survival rate, statistics show that it’s applied inthan30%ofout-of-hospitalarrests.

But Gary held on, despite the prognosis.“After 41 years, I wasn’t ready to let her

go,” he said.The next day, a Monday, Sara opened her

eyes but only for a moment. Gary said she squeezed his hand and whispered, “don’t leave me.” He told her he was there forever. By Tuesday, she was able to talk. Sara couldn’t remember anything from Sunday, the eve-ning of a cardiac arrest they later learned was due to low potassium levels associated with the cancer treatments.

In 11 days, she was sent home from the hospital wearing a defibrillator. A check-up in November confirmed their hope. Her heart was performing “extremely well,” Gary said, and by January she could be shedding the medical vest.

Sara and Gary celebrated her 65th

birthday in November. After the holidays, they planned a temporary move to the Chi-cago area for further cancer treatments. He expects to be back home in a year or less. Sara, he said, would be there, too, able to continue the ordinary events Gary will never again take for granted.

“She makes it all worthwhile,” he said. “There was someone bigger than you and me watching out for her.”

Smith is grateful for the help she was able to give but credits Gary for his ability and willingness to follow the Pre-Arrival Instructions.

“She made it through and I feel great about that,” said Smith, an advanced EMT for the same ambulance service for 10 years before transferring to the communications center in 2008. “We give instructions and try to assess what’s going on but the process is only as good as the person performing the CPR.”

TRAA responds to approximately 34,000 calls for service per year. They responded to 232 cardiac arrest calls in 2010 (through November),witha36.2%successrateforpulse return.

TRAA is also a founding member and supporter of the Three Rivers CPR Task Force and the annual Don’t Miss a Beat CPR campaign. The Don’t Miss a Beat program is a community-wide effort to provide free mass training of hands-only CPR to the pub-lic multiple times during the year. g


Ride of Terror. Dispatcher sends police on 9-1-1 call made from inside car trunk

From the number of hang ups and, finally, the tone of the caller’s voice Susan Zepka knew she had trouble on the line.

“The woman’s voice was frantic and I could hardly understand anything she was trying to tell me,” said Zepka, a Charleston County (S.C.) Consolidated 911 Center dis-patcher. “I had to calm her down.”

Zepka, a relative dispatch newcomer at

the time of the call, soon heard that this was more than a verbal disagreement between two people. The woman was locked inside the trunk of a car someone was driving out of the mobile home park where she lived.

Zepka struggled to pick up any informa-tion that would be vital to the caller’s res-cue. She put a finger in her ear to squelch the background noise and listened to a descrip-

tion of the car and the direction the caller believed they were going.

The fear in the caller’s voice was evident, Zepka said.

“I worked hard at getting the informa-tion,” she said. “All I wanted to do was get that woman to safety.”

Two minutes into the call, there was the sound of a trunk opening. A male voice asked the caller what she was doing. All Zepka heard was their shouting but she did have the car’s description and route of travel, which she relayed to police.

The information was good. Deputies located the car north on a highway and when they stopped the car, found the caller at the wheel instead of inside the truck.

The caller, Brandy Leigh Scott, and her abductor, Jeremiah Brown, later told a county magistrate they had been arguing over money. Scott told Brown the money was in the trunk of her car, and when she went to look, he backed up causing her to fall into the trunk. He slammed the lid closed before she could manage to get out. Scott took over the driving once out of the trunk under threat by Brown, she said, that he’d puncture the tires if she didn’t give him a ride home.

Brown was charged with criminal domes-tic violence of a high and aggravated nature and kidnapping.

Communications Center Director Jim Lake praised Zepka’s dispatch skills, particu-larly since she started at the center in June, finishing a four-month training course in October, one month before answering Scott’s frantic call.

“She remained extremely calm and got the information needed,” he said. “The whole thing was truly quite remarkable.” g

g disPatCHinaCtiOn

Call it a sixth sense, intuition, or the abil-ity to interpret the urgency of a call based on experience and a trained ear.

But whatever it takes, EMD Kim Wruck has it considering the chain of events two

summers ago in the outskirts of Saskatoon, in central Saskatchewan, Canada.

The call, coming in at about 2:30 a.m. on July 1, 2008, was from a woman in Meadow Lake (near Saskatoon) concerned

over the tone of text messages she was receiving from a former high school buddy. The two women had casually renewed their friendship that evening during a chance meeting at a grocery store.

Needle in a Haystack.Dispatcher’s instinct and know-how save woman’s life

“They exchanged phone numbers,” said Wruck, a dispatcher for MD Ambulance Care, Ltd., Saskatoon. “That was the first they had talked in about five years.”

The text messages grew progressively dis-tressing, according to the caller; the woman sending them was clearly more than just “down in the dumps.”

“She was in trouble,” Wruck said. “I needed to get help to her.”

But there were problems.Wruck had very little information to

go on. The friend remembered a last name from their school days together. She did not know of a married name or current address. They could not trace the origination of the text messages. Wruck could not reach the woman texting the messages; she had turned off her phone.

Wruck pulled maps of all rural munici-palities in a 27-mile radius around Saska-toon. By luck, she found a marked residential land location in the Rural Municipality (RM) of Corman Park matching the maiden name. The RM located around the city of Saskatoon operates a small police force.

Corman Park Constable Ron Boechler was checking in his squad car at the end of his shift when Wruck’s call came in over his radio.

“I wasn’t sure there was anything I could do,” said Boechler, who was recently pro-moted to Corman Park Police Chief. “We had so little information, but since Kim was willing to do this, so was I. I logged back in.”

Corman Park has close to 9,000 residents and the city offices that might provide any sort of lead were closed until morning. The area he would be searching was difficult to follow without knowing or seeing the local landmarks. The common last name was the best shot they had.

Wruck provided directions without visu-als, except the map, while Boechler drove along unmarked country roads in the pitch dark following prompts such as turning left at the fourth precontact archaeological sites in the Opimihaw Creek valley. Phone and radio reception died, and Boechler still star-tles at the reaction of the farmer answering his knock on the door at 3 a.m.

“Here I am a stranger waking up this man from bed,” Boechler said. “He lets me in. I use the landline and before leaving ask to bor-row his cell phone. He said ‘sure’ just as long as he got it back.”

Again in contact, Wruck guided Boechler to the home location matching the maiden name according to the RM map. He pulled

into an empty driveway No lights were on. No one answered his knock. Wruck sug-gested he take down the door.

“Her messages had gone from depress-ing to very depressing, and then stopped,” Boechler said. “But to knock down a door without warrant when I wasn’t convinced we were at the right location.”

Wruck was convinced this might be their only chance.

He hesitantly agreed.“She had such conviction,” he said. “Kim

said if she was to be found, she would be there.”Inside the house was a young woman,

lying comatose on the floor, an empty bottle of prescription medication near her body. Boechler couldn’t wake her up. She had poor vital signs. Within 10 minutes, her breath-ing stopped. He revived her and listened. He called Wruck while waiting for the ambu-lance to arrive.

“It was so quiet," he said. "I didn’t know if I had done enough. Kim reassured me and stayed the calm voice needed when the whole world is falling apart around you.”

Paramedics stabilized the woman and she made a full recovery following a long hospital stay; she met Boechler and told him how incredulous it was that he had found her alive that night. Her intentions had been

serious. She had chosen her parents’ home since they were away from Corman Park on an extended vacation.

“I have no doubt she has a new lease on life,” Boechler said.

Wruck credits perseverance. “We couldn’t drop it,” she said. “Neither

of us was willing to give her up.”Boechler credits Wruck’s ingenuity

and intuition.“I don’t know what told her this needed

to be exhausted, but that’s what she did,” he said. “She was the one on the spot. Kim saved a young person’s life that night.”

Two and a half years later, on Feb. 1, 2011, Wruck, a dispatcher for 10 years, received a much delayed commendation for the call. She and Boechler met face-to-face for the first time.

“The award was extremely emotional,” Wruck said. “It inspires me to keep doing this.”

Boechler said the award draws attention

to Wruck’s remarkable “above and beyond” effort and to the dispatch profession.

“Dispatchers are every bit as resourceful as the people on the street,” he said. “We’re all doing something that can save someone’s life.”

Boechler returned the cell phone three days after finding the woman, relying on the same directions but this time following them during daylight hours. g


An unusual intersection took Diane Mueller in a direction she, perhaps, never anticipated despite years of actually head-ing that way.

Confusing?Yes, until you hear the story about this

remarkable dispatcher for the Outagamie County (Wisc.) Sheriff’s Department.

Mueller was the youngest of seven chil-dren—five boys and two girls—growing up in a small town in northeastern Wisconsin. Times weren’t always easy but they never went without fresh meat and vegetables on the table compliments of the hobby farm the family worked hard to manage.

Painting in His Blood. Dispatcher learned talent from his grandfather

Masterpiece. Dispatcher views bodybuilding as work of art

When Kevin Webster was young he knew just what he wanted to do when he grew up—paint a little and fish a little.

Nowadays Webster enjoys fitting his hob-bies around his schedule as a Homewood (Ala.) police dispatcher. But his adult life was quite different until three years ago.

Shortly after high school Webster began a 21-year-stint with the U.S. Army. The last few years of his military career were spent as both a 1st Sergeant and a combat art-ist—whenever Webster had downtime he’d

sketch, documenting the daily lives of sol-diers in battle.

“You’d keep little thumbnail sketches of what you saw in combat,” he said.

But when Webster retired from the mili-tary in 2004, he set his paintbrush down. He was no longer a combat artist and his career after retiring from the military didn’t fit right. All that changed when Webster applied for the dispatcher position opening with the Homewood Police Department.

“When I started working in police dis-

patch, I decided I wanted to paint again,” Webster said.

Webster’s routine includes working his shift at the police department and then heading home to spend a few hours captur-ing wildlife in his art. Painting does wonders for his psyche, particularly after a stressful day answering calls.

“It’s a couple of hours of just relax time for me,” he said. “It’s a great hobby.”

Webster exhibits his work in art shows, and paintings from his days as a combat artist hang on walls at the Pentagon, military museums, and military headquarters buildings. In 2010, Webster established Small Works of Great Art, a by-invitation art exhibition and sale in his community as a fundraiser for the Home-wood Police Foundation and Special Olympics.

“It was extremely successful and we’re going to do it every year,” Webster said.

While some might think Webster would want to concentrate solely on his “profes-sional hobby”—painting and planning the yearly art show he founded—Webster is pas-sionate about work in dispatch and appre-ciative of the talent he learned from his grandfather, a student of Western Artist Charles Marion Russell.

“I love what I’m doing,” he said. “I love the people I work with. I’m living the dream.” g

g OFFHOurs

Her parents encouraged sports and the spry Mueller took to cross-country running. She dedicated hours to bicycle riding even after an accident ruptured her spleen.

A friend’s invitation to a local gym introduced Mueller to stationary cycling. She bought a member-ship, kept up the cycling, and while in school study-ing criminal justice, she enlisted the help of a personal trainer to prep for the physical agility testing required by law enforcement agencies.

“I needed to be able to bench press two-thirds of my body weight,” she said. “At that time, it wasn’t something I could do.”

She met the goal and the rest, as they say, is the stuff slightly different from the script most girls grow up believing.

During the past four years Mueller has won an incred-ible number of bodybuilding championships while working her dispatch job.

Her first award was first place in the lightweight class and overall champion in the 2007 NPC Fox Cities Body-building Championships. In 2009, she was the first place lightweight class and overall champion in the INBF Wis-consin Natural Bodybuilding Championships. She’s earned other first and second place titles in Illinois, Iowa, and Texas and in 2010 she was the first place and overall champion in the ABA Natural North America.

Mueller admits that she took to the stage instantly.“I was hooked the first time I took the stage,” she said.

“There is no greater feeling than the moment when you are on stage and a quiet crowd begins cheering for you as you hit your poses. You know that those cheers are for you. It’s awesome.”

Don’t for a minute think Mueller depends on anything but healthy foods and a strict regime to accomplish her award-winning physique.

“It’s hard work,” she said.But, it is a life she calls routine, balancing the pressures

of work and working out.Mueller goes to the gym daily before starting her dis-

patch shift, lifts weights, trains to body parts, selects a diet that enhances muscle building, and works with national level bodybuilder Jennifer Abrams of Fox River Grove, Ill.

Mueller also spends time defending the sport. It’s more than taking banned substances—she never touches the stuff—and it's nothing about looking masculine. She con-siders bodybuilding an art, the creation of a masterpiece ground in personal struggle.

Bodybuilding is a mental journey, she said, and one comparable to the weight loss goals her coworkers in the communications center were trying to achieve. During the summer of 2009, she organized a weight loss program

that shed 50 pounds collectively. She hopes to bring more people into the program.

“My goal is to run the program for at least the entire Justice Center,” she said. “If I can get a large enough amount of support, I would love to open it up to all county employees.” g


True Grit.Switchboard operators never fled from an emergency

Audrey Fraizer

g retrOsPaCe

In an emergency, what do you do? You call 9-1-1, of course, and await the

arrival of responders while, if necessary, following dis-patch Pre-Arrival Instruc-tions (PAIs).

Well, things weren’t always that easy in genera-tions past. Before phone lines and centers dedicated to emergency ser vices , intrepid switchboard oper-ators proved the same vital link in the line of response and were every bit as dedi-cated and willing to pitch in when and where needed.

A prime example is the long distance operators serving in the wake of the Long Beach (Calif.) Earth-quake of 1933. The magnitude 6.4 quake killed 65 people and caused an estimated $50,000,000 in property damage. Tremors nearly wrecking the telephone exchange did little to shake the nerve of those han-dling the phones.

According to reports, emergency phone operators refused to leave their phones while all around them the chandeliers crashed, walls cracked, and bricks and plaster fell

to the pavement two stories below. Water flooded the floors of their building in Long Beach and cascaded down the stairway lead-ing to their room.

The 20 “girls” on duty at 5:54 p.m. on March 10 when the earthquake struck remained at their switchboards, putting emergency calls through to the police, hos-pitals, Marines, Navy, Army, National Guard, and the press. The tottering building, how-

ever, made it necessary for telephone company super-visors to order immediate evacuation. The Long Beach chief operator refused to budge and was forcibly dragged out of the building. She managed to sneak back in later that evening.

Operators, off duty at the time of the quake, appar-ently [as the article states] used “feminine ingenuity” to try to get inside the build-ing past the supervisors and, later, to keep others from entering. At dawn, the Long Beach toll center was thor-oughly braced with huge timbers, poles, and boards. A family, across the street from the office, gave the company

permission to use the front yard and the next morning there were tables on the porch and an “odd-looking” array of shelves, benches, tables, and telephones on the lawn. Opera-tors sheltered by a canvas-covered framework handled the calls.

Emergency phone call installations in neighboring Santa Ana were made in a cen-tral city park. The earthquake was severe, but operators stayed at their posts, even while

neighboring buildings collapsed. Operators released by their supervisors were later discov-ered working at other sections of the switch-board or at stations some miles distant.

If you can’t beat them, join them seemed to be the rallying cry three years later in New York City.

On March 3, 1936, City Mayor Fiorello Henry La Guardia ordered the entire police force of 19,000 men and their administrative staff plus thousands of other city workers to leave their posts for the “protection of life” in a borough logging mile after mile of apart-ment and business buildings.

The problem? An elevator operator strike was crippling the Big Apple.

Strike Leader James J. Bambrick declared 70,000 elevator operators in 6,000 buildings would be part of the walkout for higher wages, including many in the Wall Street District and most of Manhattan. According to newspaper reports, residents affected by the strike were suffering a “multitude of inconveniences and discomforts beside the labor of climbing and descending stairs.” A daughter of performer Eddie Cantor declared: “no Cantor is walking that far [down steps] to get to a street.” They were staying aloft as long as groceries held out.

Telephone operators at the fire station—early-day dispatchers—acted as the medium for contacting emergency workers. They were central city coordination. When an emergency call came in, phone operators contacted the necessary agencies, although little good that did for the residents living in apartments dou-bly troubled by a walkout of building switch-board operators. Taking calls from aggravated and stair-phobic residents, however, may have been the preferred job considering the impa-tience of New Yorkers and their demands on novice elevator operators.

Three months later—in June 1936—Moun-tain States Telephone and Telegraph operators in Helena, Mont., received a notable award from the fund commemorating Theodore N. Vail, former president of American Telephone and Telegraph, for their actions during an earthquake that crumbled walls surrounding the 11 operators on duty. Nine other opera-tors, off duty at the time, sensing an increase of phone traffic because of emergency calls, voluntarily came in to help.

The award was well deserved.First shocks of the earthquake downed

power lines, plunging the operators’ room into darkness. Several operators were thrown

from their chairs; and nausea caused by the swaying of the building swept the line of operators in waves. Despite darkness, dis-comfort, and bruises operators continued to connect calls and contact fire and police even during this and subsequent tremors, stepping back to the length of their headset cords as the switchboard swayed with the Earth’s aftershocks.

Calmly and systematically the operators went about their work and the same could be said on the days following when the ominous and sometimes violent rumblings continued to shake the region.

But were the operators daunted?No, declared an editorial writer for the

Helena Independent newspaper:The same state of excitement and

dread on the part of the general public from the previous tremors inspired the men and women of the phone company to demonstrate the same spirit of loyalty and devotion when facing another critical public emergency. g

SourcesHopewell Herald, Hopewell, N.J., Wednesday, May 10, 1933

The Helena Independent, Helena, Mont., June 1, 1936

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I knew the assignment to advance national emergency medical dispatch standards would be challenging.From my own experience at managing

a city emergency dispatch center in Layton, Utah, just north of Salt Lake City, I recog-nized—and sometimes even understood—the variability of laws governing dispatch centers. No two emergency dispatch systems were identical. Each was a product of the time it was created and, even more significantly, each was a reflection of location and the political realities of that location. This is a profession speaking to the spirit of autonomy.

Despite the obstacles, standardization was the only practical solution to a disparate system. After all, consistent regulations make sense. The public we serve has high expecta-tions of 9-1-1 and without at least minimal requirements in place the potential of a bad outcome only increases. And, on top of that, name one other EMS profession lacking state oversight. Emergency dispatch stands alone.

National standards administered at the state level became my battle cry and,

We’re In This Together.Stronger regulations

strengthen thedispatch profession

B y C A R l y N N P A G e

special section | grassroots legislation

similar to any project, I approached this one systematically. Research conducted over a six-month period confirmed the inconsistency anticipated. While agencies might agree on issues affecting dispatch, very few agencies were addressing the problems at a state level. Dispatch regulation needed tending, and my resolve to do so was strong.

Under my direction the Academy cre-ated a task force of state EMS professionals to develop a model of legislation and rules and regulations that encouraged [what I consid-ered] minimal standards of dispatch training, education, and certification.

Some states with legislation at that time strengthened existing requirements, and sev-eral 9-1-1 agencies from across the country con-tacted me for more information. Initial results were positive and included major headway in states such as Illinois, which in 2002 enacted legislation requiring EMD training and pro-tocol in an EMD agency. Maine now requires EMD training and certification for anyone providing emergency medical dispatch services, similar to EMD laws in Massachusetts.

Those results were promising. Yet, I knew there was more we could do. The task force had done a great job of addressing the prob-lems and developing a solution but strategy to simply contact and badger elected officials had my heels dragging and the wheels spin-ning without keeping the momentum going.

Frustrated and at the same time ener-gized by the results, I decided a revised plan of action was in order. What was the next step to a successful campaign? How did others grow their message? The word “grass-roots” came to mind. Successful campaigns begin at the individual level and progressively merge into a single, unified voice.

Hundreds of examples exist. Putting political preferences aside, the grassroots efforts in the presidential campaign of Barack Obama won him the election. He rec-ognized the power of social media in organiz-ing the masses. The core of his victory speech in Chicago sent a message: “All of this hap-pened because of you.”

The presidential campaign—and similar grassroots efforts—struck a nerve or, maybe

more precisely, sparked a renewed cam-paign to push legislation regulating those who protect the health and safety of the public we serve.

This time, I wouldn’t just go to the poli-ticians. I would go to the people electing them. That’s where good things happen. Individuals coming together for the same cause do make a difference. A grassroots effort depends on action and support at the local level to persuade the decision-making layers to act.

For that reason, I need you and the public needs you to drive the campaign for national standards in 9-1-1 centers. These standards include training, continuing education, certification, protocol use, and quality assurance.

We need to reassure the cynic that stan-dardization doesn’t take away autonomy. Rather, standardization promotes inde-pendence; problems are resolved, allowing each agency to move forward in the eyes of their public.

Let’s get the word out together. g


So, what’s up with the grassroots campaign?

A grassroots movement involves a person’s desire to make a difference.

The individual isn’t a politician by profes-sion or someone trying to make a sale.

This is a person with a deep sense of pur-pose; someone eager to make a change in a situation found troubling. The person isn’t necessarily alone in his or her thinking, but, perhaps, among the first to sound the alarm.

The impetus drives the objective off the starting block, pulling like-minded individ-uals from the sidelines into the fold. Their voices unite to achieve a common cause.

“This is what grassroots is about,” said NAED Associate Director Carlynn Page. “There is a feeling of unity and consensus. We let go of our differences to accomplish a shared belief.”

Page is the starting block in a grassroots campaign to boost dispatch in the eyes of the public and the EMS community. The grass-roots booth at Navigator 2010 built on her continuing drive to make dispatch training, education, and certification mandatory.

What can you do to help?The booth at Navigator 2011 will feature

demonstrations of the NAED Web page

devoted to dispatch legislation. There will be a sign up sheet to receive e-mail updates of pending legislation.

But don’t wait for Page to make every move. Here are some ideas from A Grassroots Activist’s Handbook, by Jim Britell:

• Collect evidence of community support: Talk to people in your community or compile information (e.g., from the media) show-ing that the people your communications center serves want consistency in the way their emergencies are handled.

• Put together a presentation: Schedule an appointment with your representatives or a time at your EMS agency. Explain the universal goal and the benefits of reaching it.

• Develop talking points: Key points orga-nized in a bulleted list summarize your message in a format that’s easy to follow.

• Throw a letter writing or making phone calls party: Group situations solve the procrastination issue and develop a net-work of contacts.

• Initiate a sign-on letter: A letter recom-mending better practices and signed by

the public can actually create good public relations; it shows your agency’s concern.

• Follow-up: If contacting legislators, follow up to make sure the message has been received and considered.

• Refer people to the NAED website: The site contains everything anyone would need to become knowledgeable on the issue.

• Provide ongoing feedback: Keep everyone involved on the same page—that includes the positive and negative outcomes.

• Show appreciation: This applies to anyone promoting your cause—a representative sponsoring or cosponsoring a bill and people donating time and effort outside their work hours; saying “thank you” goes a long way in future actions.

Page recommends recruiting others, and breaking tasks into manageable parts. Discuss strategy and, above all, discourage confrontation.

Taking action is key, she said.“Write a letter, make a phone call, or send

the information to your legislature,” she said. “You don’t have to do anything major. Mak-ing our voice heard in a way comfortable for you is essential.” g

We Know The Goal. Which direction should we take?


The grassroots campaign launched last year at Navigator has put down roots and is begin-ning to show some sprouts.

OK, so it’s cliche although quite apropos. The national drive to make training, certification, and accreditation a requirement of dispatch at the state level continues to gain momentum— or grow—with the completion of each phase.

Phase 1: Research, completed over the past year, had NAED Associate Director Carlynn Page searching state code for any and all regu-lations governing emergency medical dispatch.

Phase 2: Database, also completed and launched, holds the results of her search in a database summarizing dispatch regulations in the states that have them.

Phase 3: Member access to the database will be demonstrated by Page at the grassroots booth in the exhibit hall of the Paris hotel during Navigator 2011. Also, members will want to update their e-mail address on file with the Academy by faxing, calling, or e-mailing to ensure they will receive updates of pro-

posed state-by-state legislation via an e-mail notification system. The demo and e-mail alert, however, are just the beginning. Page has more

plans in the hopper, including ways to connect the network of advocates interested in sharing strategies in their pursuit of a common goal.

“Come watch our demo and meet others eager to regulate emergency dispatch,” Page said. “Collectively, we can make a difference.” g

Navigator Grassroots Booth.

The Model EMD Legislation, compiled by a National Academies of Emergency Dispatch (NAED) Task Force, provides a framework for legislation promoting national EMD dispatch standards for safe and efficient dispatch patient evaluation, patient care, response decision-making, and deployment of trained personnel and vehicles.

The 13 essential elements are:1. Certification of EMDs and EMD agencies2. Recertification of EMDs and EMD agencies3. Training and EMD curriculum standards4. Instructor standards5. Continuing Dispatch Education standards6. Approval of the Emergency Medical Dispatch Priority

Reference System (EMDPRS) selected by the EMD agency7. Required use of an approved EMDPRS8. Compliance standards for EMDPRS use9. Quality Assurance (including random case review

and performance reporting)10. EMD program governing Policies and Procedures standards11. Medical direction and oversight12. Prevention of misrepresentation13. Revocation and suspension of certification

The Model EMD Legislation Task Force even went so far as to include legislative language that can be used. g

Model Legislation.

visitus

Download the document by visiting www.emergency dispatch.org/Legislation

Those looking for information about legislation in their state regarding Emer-gency Medical Dispatch (EMD) need look no further than the NAED website. Simply click on the state of your choice from a map located on the page dedicated to EMD legislation and browse through the material provided. [see separate story for more about EMD Model Legislation]

The NAED tracks states in relation to legislation incorporating EMD education, training, and certification. The informa-tion collected from online code sources gives the user a better idea of what’s out there and what’s left to achieve.

But this is no stagnant system.NAED Associate Director Carlynn

Page also plans to release additional information through an e-mail noti-fication system. Proposed legislation affecting emergency dispatch will be sent to NAED members. Members can update their e-mail address on file by calling, faxing, or e-mailing the Academy.

“We want to get information to people at the local level,” Page said. “This is an opportunity for our members to get involved in the process of promoting national standards in our centers.”

The push will eventually include dispatch disciplines outside of EMD. Information accessible by website regarding where states stand in EPD, EFD, and ETC legislation is also in the works.

“EMD Model Legislation guidelines were developed to encourage a process protect in a medical emergency,” she said. “There’s no doubt these same principles can be applied across the board.” g

Grassroots Web Overview.



Whether you’re new to or an old hand at Navigator, the conference held this year in Las Vegas is sure to

satisfy even the most discriminating of tastes.Navigator Conference Coordinator Claire

Colborn said the 97 speakers and 91 sessions represent an all-star line-up filled with sea-soned speakers and new to Navigator pre-senters, bringing fresh perspectives on topics essential to dispatch.

“This year’s sessions are a hit,” Colborn said. “We work through the year to make sure there’s something for everyone.”

The addition of four new tracks—Hori-zons, Motivation, Stress Management, and ACE—include first-time sessions such as Getting Your Message Out During 9-1-1 Education Month, Shift Work Survival, The Power of Peer Evaluations, and Keeping the Momentum Going for Reaccreditation.

Tracks focusing on leadership, opera-tions, management, protocol usage, quality

assurance, technology, continuing dispatch education, and training are back, featuring some of Navigator’s top presenters.

Manatee County (Fla.) ECC Division Manager Jim Lanier returns with his better half Sharon Lanier (AKA Conflict Queen for her work as an employee and patient advocate for a large acute care hospital in Florida) to explore the roles people acquire in the PSAP environment. Called Triangles, Fusions, Cutoffs, and Bottom Feeders, the Laniers will apply elements from Murray Bowen’s family systems theory to the pyra-mid of relationships among dispatch staff in the context of a “family.”

“Understanding relationships is essential to managing a high functioning PSAP,” Jim Lanier said. “By using the elements we’ll dis-cuss, managers and supervisors can return to their centers prepared to deal with the dynamics of personnel and work to mitigate and prevent conflict.”

The Laniers will present examples gleaned from studying the roles people assume at the PSAP and provide applicable scripts and suggestions. A blog address will be available for those wanting to continue the conversation after Navigator.

Eric Parry, former Priority Dispatch Corp. police consultant, and Jaci Fox, qual-ity assurance coordinator, Medicine Hat 9-1-1 Regional Communications Centre, in Alberta, Canada, will examine issues sur-facing from the shooting at Virginia Tech in April 2007 that killed 32 people and wounded many others. Virginia Tech: A Leading and Learning Opportunity will also be your opportunity to discuss the incident including ways to handle future situations like these if they should occur.

Gordon Giesbrecht, Ph.D., will discuss his five-year and ongoing study—Opera-tion ALIVE—in which he and other inves-tigators studied vehicle submersion using

It’s All Right Here.Navigator 2011 sessions are sure to please B y H e A T H e R d A R A T A

human subjects participating in differ-ent exit strategies. Vehicle Submersion: The Human Problem examines the three phases a vehicle passes through during sub-mersion and the exit strategies that offer potential for survival.

My Hairdress is Licensed, Why Isn’t My 9-1-1 Operator? poses the growing concern of standardized training and certification for calltakers and dispatchers. Debbie Gail-breath, Sarasota County (Fla.) Sheriff’s Office accreditation manager, and Robert Pastula, University of North Alabama Chief of Police, will discuss recent Florida legisla-tion and how centers can help in the develop-ment of industry standards.

Sessions popular last year—and enhanced for another round—are also in store.

Wilder and Crazier Police Calls (the second installment) will provide more insight into the difficult caller and tips for gathering the information necessary

despite the challenge when handling difficult police calls. [see Jan/Feb 2011 Navigator Rewind for more on last year’s presentation]

The audience will get what they asked for in the second year of Why People Die in Fires. Based on the talk’s popularity last year and audience suggestions, speakers Gary Galasso and Mike Thompson are shifting their focus to residential fires. The format will be similar to last year’s look at commercial fires, which included case studies, insights into human behavior, and statistics.

Thompson is looking forward to his return trip in front of an audience.

“While commercial fires tend to result in a larger loss of life, people were also inter-ested in hearing about residential fires,” he said. “After all, it would likely be a residential fire that affects you or me.”

John Ferraro and Ron Two Bulls will expand on this year’s conference theme—

You Can Change the World—in their session Customer Service: Leading Your Center—Perspectives and Applications.

“Good customer service leads to proper care,” Ferraro said. “We really want to focus on providing good customer service and how that will help you do the job better.”

Ferraro, however, warns his audience that participation may be required through guided interactive role-playing, which just might result in eyebrow-raising findings, group activities, and lively discussions.

Scott Freitag, president, National Acad-emies of Emergency Dispatch® (NAED™), said the educational spotlight on dispatch makes Navigator unique to the industry.

“For those staffing communications centers throughout the country, Naviga-tor offers sessions that offer direct bene-fits to you and those staffing your center,” he said. “We’re looking forward to seeing you there.” g

Another April rolling around can only mean one thing: Navigator.For the past 15 years, the National Academies of Emergency Dis-

patch® (NAED™) has sponsored what has become the premier confer-ence for medical/fire/police emergency dispatch, taking place during the second month of spring. The number of attendees keeps growing, as does the number of certified members and the agencies accomplishing the 20 Points necessary to become an Accredited Center of Excellence (ACE).

Navigator made its debut in response to a tremendous growth spurt in membership and the anticipation of continuing momentum in promoting dispatch as a vital cog in the EMS wheel.

The planners were right on. According to Academy stats, certified membership has quadrupled since 1996, from about 17,000 to the current 72,393 members certified in the use of medical, police, and/or fire protocols. Centers qualifying for ACE have gone through the ceiling, from six total in 1996—including three international ACEs—to 106 EMD ACEs, two EPD ACEs, and 17 EFD ACEs.

The 1996 conference was divided into five days, with the last two days devoted to general and breakout sessions and the first three featuring eight-hour sessions covering leadership, management, and EMD training and certification. The selection and titling of general session topics—such as The Super Communications Center: Medi-cal Access Point 2001 and International Communication Structure—spoke of the time period and tone Navigator has long since embraced.

Alexander Kuehl, M.D., then Academy president, called Naviga-tor the perfect opportunity to catch up on the changes inevitable to emergency dispatch and, also, an invaluable occasion to “network with our peers, check out professional opportunities around the world, and take home concrete ideas that we can actually use.”

Some things never change.Navigator still caters to education, networking, and inspiration.

The less salient features, however, have contributed to a conference that has morphed into an occasion attracting over a thousand attend-

Keeping up The Pace. Navigator quick to apply change on all levelsB y A U d R e y F R A I z e R


ees (not including speakers or exhibitors) to nearly 100 breakout sessions spread into seven major categories plus pre- and post-conference seminars hosted by the big names in emer-gency communications.

Technology takes the leadTechnology has seen huge changes,

both in the applications available for dis-patch centers and the mode of packaging presentations.

Fifteen years ago, set up for a presenta-tion wasn’t as easy as bringing in a laptop computer. Without copiers and other office hardware always readily available, a new fact or figure added the night before the scheduled talk might not make it into the visual aids. The shift to “just in time” informa-tion by a computer was occurring, but it was not yet happening on a large scale. PowerPoint had been around since the late 1980s, although early versions favored linear formats proceeding from one slide to the next.

S p e a k e r s i n t h e m i d - 19 9 0 s depended primarily on a variety of visual aids and audio-visuals, including flip charts, transparencies (clear or col-ored acetate sheets) displayed from an overhead transparency projector using a huge incandescent bulb, 35 mm slides, posters, audio-slide shows, and videotapes.

Document cameras, dedicated computer pro-jection systems, and interactive whiteboards have replaced the once common fixtures in conference rooms. PowerPoint allows animated, interactive pre-sentations combining movement and video.

NAED Curriculum Design Director Larry Lat-imer recalls the technological transition.

“Prior to my arrival courses were taught using overhead projectors, 35mm slide projectors, and VCRs,” said Latimer, who has been with the Academy since 1998. “That all changed in 2000 when the curriculum was placed in PowerPoint.”

Similar concepts of design recom-mended back in time still apply today—such as limiting each element to one message—while the hands-on graphics work involved has actually become more complex in its efficiency. Putting a pre-sentation together could take dozens of hours and that was in addition to the hours spent gathering information.

They still do, said NAED Communi-cations/Creative Director Kris Berg, who has been in the graphic design profession close to 20 years.

“The videos we present at Navigator take us months to assemble, but the soft-ware gives us greater flexibility and creativ-ity,” she said. “There’s always the chance technology will fail at a critical time, but the advantages far outweigh methods of the past. We’ve moved beyond the dim, fuzzy images produced by the overhead to crystal clear, high definition videos.”

Once the conference ends, the chance to listen to sessions missed has simplified. Pocket-size MP3 players have replaced bulky tape players and CD players for listening to the audio portion of a presentation. Speakers

are available to answer questions in the weeks following using e-mail and blogs.

a dispatch centerpieceNavigator draws its North American audience

from each state and several provinces in Canada, and its location bounces between the eastern and western United States each year. Separate conferences are held overseas to meet European demands, although Navigator U.S. still attracts an international following.

Exceptional professionals are honored dur-ing the general session, including the new and

recertified ACEs, the Dispatcher of the Year chosen from agency nomi-nations, and graduates of the Communication Center Man-ager (CCM) Course. Hundreds of people at any given time mill around the exhibit hall talking to industry representatives, and the off-track entertainment varies from outings on-the-town (think Las Vegas variety) to those related to dispatch held in the conference center or offsite at a local commu-nications center.

Keynote speakers and class-room instructors bring the present and future world of emergency dis-patch into focus and the tone flaw-lessly moves attendees from one event to another.

Did the Academy anticipate the center-piece spot Navigator has assumed?

It wasn’t all by chance, said Navigator Conference Coordinator Claire Colborn,

who has been in charge of pulling together all things conference for four years although

with the Academy for nearly nine years.“Navigator represents our chance to bring

dispatchers together during an event strictly for them,” she said. “We’re unique in that way

and we’ll continue to build on that advantage in the years to come.” g

IP technologIes InteroPerabIlIty PublIc-safety communIcatIons & oPeratIonal strategIes gov-ernment PolIcy IP technologIes InteroPerabIlIty PublIc-safety communIcatIons & oPeratIonal strategIes government PolIcy-IP technologIes InteroPerabIlIty PublIc-safety communIcatIons & oPeratIonal strategIes gov-ernment PolIcy IP technologIes InteroPerabIlIty PublIc-safety communIcatIons & oPeratIonal

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9-1-1 for Kids®BooTh #518

911 for Kids® Presenter’s Pack: The 9-1-1 for Kids® Presenter’s Pack has proven to be one of the most effec-tive and comprehensive educational teaching tools to educate children on the three key message points when calling 9-1-1: 1) How to Call; 2) When to Call; 3) What to Say to the Dispatcher. The 16-minute award-winning ‘edutainment’ video presentation “The Great 9-1-1 Adventure” features the work of seven-time Emmy Award-winning master puppeteer, Tony Urbano, and composer/record producer, Gary Powell, who produced the original scores for The Little Mermaid, Aladdin, and The Lion King. Teaching components include: DVD or VHS presentation (English or Spanish) and instructor’s manual/lesson plan. The 9-1-1 for Kids® Presenter’s Pack is packaged in a compact and easy-to-use information brochure kit and is recommended to be used in conjunction with the 9-1-1 for Kids® Classroom Pack.

911 for Kids® Classroom Pack (PreK to K/1st & 2nd Grade—English & Spanish): The 9-1-1 for Kids® Classroom Pack includes the classroom materials to help reinforce the three key message points when calling 9-1-1: 1) How to Call; 2) When to Call; 3) What to Say to the Dispatcher. The Classroom Pack is tailored toward Pre-K to Kindergarten or 1st & 2nd Grade students. Made to serve 25 children and includes: (1) Red E. Fox classroom poster; (25) Student Activity Sheets (English or Spanish); (25) What-to-say Magnets; (25) ‘I’m a 9-1-1 Hero’ Stickers; (25) ‘Emergency! Call 9-1-1’ Stickers; and (25) Program Completion Certificates. For more information, visit www.911forkids.com

EnRoute Emergency Systems BooTh #402, 404, 501, 503

EnRoute Emergency Systems is proud to highlight the next generation of computer-aided dispatch software, EnRoute Dispatch, which can utilize live video feeds into dispatch centers to enable a real-time view of traffic and road conditions within a customer’s jurisdiction from over 8,000 transportation department traffic cameras deployed nationwide.

EnRoute Dispatch provides access to TrafficLand’s traffic video cameras that operate on major roadways around the country. By merging TrafficLand’s live streaming video with EnRoute Dispatch, the delivery of live traf-fic conditions into dispatch centers is highly reliable and completely seamless. EnRoute Dispatch is built with the latest programming technology for dependability and speed. Leveraging the power of .NET and SQL technology,

EnRoute Dispatch delivers unmatched reliability and unlimited scalability to meet the evolving needs of any agency. New features also include text messaging capabilities for expanded emergency services, use of public maps within dispatch, more effective data sharing between local, state, and federal agencies, and highly configurable mapping with real-time data and agency-specific information. Dashboards provide an up-to-the-minute view of dispatch operation and perfor-mance, and key performance indicators help to keep all informed. EnRoute Dispatch’s reporting enables automated delivery of standard reports. Reports can be delivered in a variety of formats such as e-mail, PDF, or HTML based on preferences. EnRoute Dispatch reports can easily utilize Microsoft Reporting Services too.

Learn how EnRoute Dispatch delivers mission-critical information to help your agency save lives and WIN THE RACE AGAINST TIME® by equipping respond-ers with vital data to maximize responder performance and safety.

For more information, visit www.enroute911.com, call 813-207-6951, or send an e-mail to [email protected]

FirstWatch BooTh #310, 409

SunGard Public Sector’s OSSI Crime Analysis Plus application has been overhauled with a new look and added dashboard options for users. This mapping application is designed to download, view, and analyze incidents from RMS and/or CAD. CA Plus features easy-to-use navigation, analysis tools, pattern librarian, and time slice function. Featuring step-by-step instructions, design tools help users select RMS or CAD fields for viewing or analysis. Users can display downloaded results in a data grid, for example, show all accidents, traffic stops, and selective traffic enforcement inci-dents for a particular zone. Crime Analysis Plus is an excellent tool for live COMSTAT-style briefings. It not only provides informa-tion about crimes in particular zones but data on officer response times, officer on-scene time, and the time citizens wait for service. The module eliminates extensive preparation work that is often required to answer projected questions prior to a COMSTAT briefing. Users can also set up automatic e-mail notifica-tions for a specific crime during a certain period, for example notify a detective when more than two burglaries occur during a twenty-four hour period within a distinct patrol zone. Once the data is retrieved, events are transformed into real-time information that can be used to create forecasts and make decisions. Tools such as hotspot analysis, color gradient polygon analysis, and predictive analysis for next occurrences equip agencies with information to indicate high activity areas, such as the number of traffic stops by patrol zone, or to project future crimes and crime areas. See real world examples of usage and case studies at: www.firstwatch.net


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911 Inc.BooTh #603

QuickResponse is a Next Generation ready, IP based call handling solution that features multimedia capabilities including VoIP, text messaging, photos, and videos. Most importantly, it is highly reliable, easy to use, and it is supported by 9-1-1 software experts rather than your local “telephone guy.” The networking capabilities for the IP based system also allows for networking and backup options between PSAPs. QuickResponse uses open standards-based technology in a highly-integrated, simple-to-use i3-compliant system that gives PSAP calltakers the freedom to focus on saving lives and ensuring first responder safety. With all of the features you can expect from an advanced call handling software system, QuickResponse is also simple to use, with an intuitive user interface. At the heart of QuickResponse is a powerful suite of Next Generation applications that dispatch centers can leverage to improve the quality of their emergency services. As with all 911-Inc. solutions, QuickResponse integrates with all CAD, radio, Telco, and VLR companies. With QuickResponse, we have created a scalable system that seamlessly supports centers of every size; from single-seat local PSAPs to regional or statewide operations with thousands of positions.

For more information, visit www.911-inc.com

Sungard Public SectorBooTh #513

SunGard Public Sector’s OSSI Crime Analysis Plus application has been overhauled with a new look and added dashboard options for users. This mapping application is designed to download, view and analyze incidents from RMS and/or CAD. CA Plus features easy-to-use navigation, analysis tools, pattern librarian, and time slice function. Featuring step-by-step instructions, design tools help users select RMS or CAD fields for viewing or analysis. Users can display downloaded results in a data grid, for example, show all accidents, traffic stops, and selective traffic enforcement incidents for a particular zone. Crime Analysis Plus is an excellent tool for live COMSTAT-style briefings. It not only provides information about crimes in particular zones but data on officer response times, officer on-scene time, and the time citizens wait for service. The module eliminates extensive preparation work that is often required to answer projected questions prior to a COMSTAT briefing. Users can also set up automatic e-mail notifications for a specific crime during a certain period, for example notify a detective when more than two burglaries occur during a twenty-four hour period within a distinct patrol zone. Once the data is retrieved, events are transformed into real-time information that can be used to create forecasts and make decisions. Tools such as hotspot analysis, color gradient polygon analysis, and predictive analysis for next occurrences equip agencies with information to indicate high activity areas, such as the number of traffic stops by patrol zone, or to project future crimes and crime areas.

For more information, visit www.sungardps.com

TriTech Software SystemsBooTh #302, 401

New VisiNet Advisor Module Revolutionizes How You DispatchTriTech Software Systems is proud to have its VisiNet Advisor module Selected as APCO’s 2010 “Hot Products” (Based on Reviews from Public

Safety Communications Professionals).VisiNet Advisor concisely prioritizes and displays information and suggested actions in a cleanly formatted window, so the dispatcher can immediately

execute or clear the recommended action without leaving the Advisor window. Through a simple-to-use configuration wizard, agencies can set up their notifications, distribution groups, trigger rules and commands to be executed based on their own business rules. This highly configurable module for computer-aided dispatch serves as an invaluable resource in providing information management and decision support tools for dispatchers.

In 2010, 53 companies submitted 66 products for consideration in the Hot Products review. An anonymous team examined the products during the APCO Conference in Houston and based on the reviewers’ experience and comments, the editors selected 20 products from 20 companies to make the 2010 Hot Products list.

Reviewers enjoyed the ability to be notified of important information without the need to shout across the room and the real-time ability to prioritize responses. According to one reviewer, “This would be my choice for a CAD system.”

Visit TriTech Booth #302/401 for a demonstration of our new EMS solutions designed to help your agencies operate more efficiently

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New World SystemsBooTh #304

Aegis Decision Support & Dashboards—At-a-Glance Information for Supervisors & Command New World Systems’ latest Public Safety Solution enhancement, Aegis Decision Support, is an intuitive and effective solution designed to enhance decision making for public safety supervisors and command staff, and improve organizational performance and emergency response planning. It pulls accurate, actionable intelligence from within an agency’s public safety software to report, trend analyze, and view with easy-to-understand dashboards.

Aegis Decision Support improves the use of the vast amount of information captured in New World’s Public Safety solution by leveraging technologies many agencies have already invested in. It utilizes Micro-soft SQL Server technology, best practice data warehouse design, and Microsoft’s Business Intelligence technologies to deliver the right information in the right format quickly.

Decision Support provides law enforcement officials with a view of developing crime trends, helping improve resource allocation and planning of crime-reduction initiatives. It helps agencies easily perform detailed analysis and evaluate response times to coordinate a more efficient emergency response. Decision Support also offers tools to quickly and easily analyze and report on bookings, releases inmate details, and more for correctional facilities.

For more information, visit www.newworldsystems.com

OnStarBooTh #406, 505

Announced last year at the 2010 Navigator Conference, OnStar is approaching the one year anniversary of providing Emergency Medical Dispatch using MPDS Protocols. OnStar EMD-Certified Advisors provide emergency medical dispatch instructions to OnStar Subscribers until first responders arrive. We are proud to work with you to help save lives. In an emergency, an OnStar Advisor bridges the call for help to an EMD Certified OnStar Advisor, then calls the PSAP. Advisors can also bridge the call from the PSAP to the vehicle if the PSAP desires. OnStar EMD Certified Advisors are trained and certified by the National Academies of Emergency Dispatch (NAED) using the MPDS protocol. The service has seen great success as a result of our strong partnership with the first responder community. For more information, visit www.onstar.com/publicsafety

Priority DispatchBooTh #610, 612, 614, 709, 711, 713

Priority Dispatch releases v5 of the Fire Priority Dispatch System protocols in ProQA and cardsetsPriority Dispatch Corp.™ (PDC™) recently released a new version of its fire dispatching line of products, training, and

services. This version update includes the gold standard ProQA® dispatching software, cardset, and support products. All of the updated products and training incorporate the newly released National Academies of Emergency Dispatch® (NAED™) v5 Fire Priority Dispatch System™ (FPDS™) protocol. This protocol represents the most up-to-date, thorough, and essential fire dispatching protocol available and teamed up with PDC products and training is a huge leap forward for 9-1-1 communications centers. FPDS v5 products are available to new clients.

FPDS v5 protocol highlights include:• Addition of a new protocol addressing bomb threats/suspicious packages • Protocol 70—train/rail incident—has

been split into two: fires and derailments/collisions • Safety questions on Case Entry have been replaced with incident-specific safety questions on individual protocols • Dispatch points in Key Questions have been moved to earlier in the

interrogation sequence and new dispatch points have also been added for faster dispatching • Pre-Arrival Instructions (PAIs) have been added for callers trapped in tunnel fires, trench collapses, structure collapses, confined space entrapments, and those encountering suspicious packages (suspected contami-nation) and bombs/potential explosives • Protocol 53—Citizen Assist/Service Call—allows agencies to add locally-defined service calls

For more information or to watch an online streaming demo of FPDS ProQA software, visit www.prioritydispatch.net or call (800) 363-9127


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EnRoute Emergency SystemsBooTh #402, 404, 501, 503

With over 25 years of public safety industry expertise and dedi-cation, EnRoute Emergency Sys-tems, an Infor™ company, provides

reliable dispatch and records management applications trusted by agencies everywhere. In addition, EnRoute provides solutions for mapping/routing, mobile data computing, and web-based status management, as well as custom interfaces to third-party applications. We are also a proud ProQA® certified provider of fire, police, and medical dispatch protocols.

Act now to learn how EnRoute Emergency Systems maximizes respond-

er performance and safety, minimizes duplicate data entry, and preserves data integrity to help your agency WIN THE RACE AGAINST TIME®.

For more information, visit www.enroute911.com, call 813-207-6951, or email [email protected]

Priority DispatchBooTh #610, 612, 614, 709, 711, 713

Priority Dispatch Corp.™ (PDC ™) is the leader in multi-service 9-1-1 dispatch calltaking solutions and is endorsed by the interna-tionally recognized National Academies of Emergency Dispatch®. While many have attempted to provide prod-ucts and training for commu-nications center calltaking, PDC is the only company to take a comprehensive sys-tems approach. The Priority Dispatch System™ has been in use for over 30 years with substantial, frequent updates. Historical data shows the system reduces the risks to field responders, lowers the cost of emergency services and liability for local governments, and increases the quality of service and citizen satisfaction.

The Priority Dispatch System is available in ProQA® software format, which interfaces with most CAD and phone systems, as well as in a cardset format. We also offer AQUA™ quality assurance and improve-ment software, training, consulting, and Academy accreditation support.

For more information, e-mail [email protected], call 800-363-9127, or visit us at www.prioritydispatch.net

Priority Solutions Inc.BooTh #417

We distribute and support a unique, patented software product known as PSIAM™, which integrates into a single call center platform the most widely used nurse triage algorithms and the most widely used emergency ambulance dispatch protocols and pre-arrival instructions software ProQA®.

Priority Solutions™ is a joint venture corporation established by two of the world’s most respected and experienced companies in the field of health care access management: Clinical Solutions, LLC™ and Priority Dis-patch Corporation™ (PDC).

For more information, e-mail [email protected], call 877-355-3270, or visit us on the Web at prioritysolutionsinc.com

TriTech Software SystemsBooTh #302, 401

TriTech Software Systems is the leading provider of innovative, compre-hensive public safety solutions for law enforcement, fire and EMS agencies. As more public safety agencies are looking to improve services—whether it is minimizing response times, disaster recovery and continuity of operations, or regionalization and consolidation—our products and services are unmatched in helping our clients achieve their strategic goals. As one of the largest public safety companies in the world, more than 1,100 agencies in the United States, Canada, Mexico, Australia, New Zealand, Singapore, United Kingdom and Ireland rely on TriTech to protect and safeguard their communities.

For more information on TriTech, visit www.tritech.com

911 CaresBooTh #517

911 CARES is the heart-beat project of PSTC. We sup-port everyday heroes through a variety of appreciation and emotional support projects. Come by our booth to see amazing 9-1-1 and dispatch specific items you can get to boost morale within your center. Come nominate a co-worker for our everyday heroes award or sign up for a drawing to win some great prizes. Thanks for supporting 911 CARES! 911 CARES is proud to be a Gold sponsor at this NAVIGATOR conference!

For more information, visit www.911cares.com

Watson DispatchBooTh #102, 201

Watson Dispatch™ Offers New Console Compatible Storage Partner Watson Dispatch introduces ZO™ Storage, launched in the Fall of 2010. Devel-

oped by Watson as a cross platform storage offering, ZO provides much needed cursory storage to console consumers.

ZO is a comprehensive line of agile storage that efficiently organizes people, spaces, and tasks. Combined with Watson Dispatch’s Synergy™ consoles, ZO provides space-saving file, wardrobe, locker, and book solutions for the communications center. ZO components are available in a variety of sizes that may be selected for height compatibility with consoles and desks or in heights that vary the landscape.

Mobile Peds continue to be the workhorse of the 24/7 shared-task environment, providing ready and moveable access to tools and reference docu-ments. For space division, facilities may consider the ZO Duo™. The Duo’s economic design allows adjacent workstations to share front/back open or closed storage. All ZO storage may be specified to match new or existing Watson Dispatch color schemes.

ZO has been developed with the environment in mind. ZO is built from wood board that is 100% recycled industrial by-product from local milling operations located within our Pacific Northwest region. The wood board contains 90-95% recycled content that in turn may be recycled again. Boards are finished with GreenGuard™ certified laminates fused to surfaces using water-based, non toxic and low VOC emitting adhesive. ZO’s steel legs have recycled content of over 80%, and are 100% recyclable.

For more information, visit www.watsondispatch.com or call 1-800-426-1202

First-In by WestnetBooTh #512

Westnet, Inc.’s First-In Fire Station Alerting System is a state-of-the-art system designed for use in small, large, civilian, military, ARFF, career, or volunteer fire stations. The First-In Fire Station Alerting System can be activated using a depart-ment’s CAD, IP, network, radio system, or pagers. First-In is used to assist departments in meeting NFPA 1221, 1710, and 1720 by monitoring alerting functions, lowering on-scene response times, improving firefighter health and safety, and providing critical information to responding crews. First-In features include pre-alert tones and Automated Voice Dispatch, selective alerting by company assignment, Dorm Remotes for individual dorm room alerting, heart-friendly ramping tones, Video Messengers for displaying call information on the station television set, automatic gas shut-off functions, and red

safety lighting to ensure safety throughout the firehouse. First-In’s Dynamic Audio Technology automatically adjusts the speaker audio levels to accommodate fluctuating noise levels that occur throughout the day in the firehouse.

First-In is modular, providing departments with affordable equipment options and system expansion at any time. First-In can be installed in new or existing fire stations. For more information, contact Westnet, Inc. at (800) 807-1700.

For more information, visit www.FirstInAlerting.com

XybixBooTh #510, 609

Xybix’s patented Rollervision® is a multiple computer monitor focal depth adjustment technology. Paired with Xybix’s ergonomic dispatch furniture and PACS medical consoles, this focal depth adjustment tool adds to the many ways in which Xybix is the true leader in ergonomic height-adjustable furniture for the 24/7 operation. This unique technology provides an advantage for anyone who seeks to adjust ALL workstation monitors with one single motion. The patented design moves all monitors forward and backward to achieve optimal focal depth and reduce eye strain. The moni-tors are located on a movable platform which is attached to an arched metal frame on which six or more computer monitors may be attached. Ball bearing polyurethane wheels are located under the surface of the platform and allow the entire apparatus to move in one fluid motion. There is a small knob located on the front of the platform, which allows users to make the necessary adjust-ments with a simple “push” and “pull” motion. Xybix prides itself in being the industry leader in ergonomic furniture. The announcement of this patent affirms that Xybix shows great promise to its customers as it continues to innovate for better Form, Function, Health, and Performance.

For more information, visit www.xybix.com, or contact Xybix at [email protected] or 1.800.788.2810 g

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TeleCommunication SystemsBooTh #502

TeleCommunication Systems, Inc. (TCS) is a world leader in highly reliable and secure mobile communication technology. TCS infrastructure forms the foundation for market leading solutions in E9-1-1, text messag-ing, commercial location, and deployable wireless communications. TCS is at the forefront of new mobile cloud computing services providing wire-less applications for navigation, hyper-local search, asset tracking, social applications, and telematics. Millions of consumers around the world use TCS wireless apps as a fundamental part of their daily lives. Government agencies utilize TCS’ cyber security expertise and professional services.

To learn more about emerging and innovative wireless technologies, visit www.telecomsys.com

Urgent CommunicationsUrgent Communications magazine is an electronic resource center for

managers who plan, design, operate, and maintain mobile communica-tions. Urgent Communications delivers real-world, practical information needed by dealers, private radio and wireless systems operators, and large volume commercial, industrial, and public safety communications end-users.

For more information, visit www.urgentcomm.com

Watson Dispatch BooTh #102, 201

For 25 years, Watson Dispatch has been a leading provider of dis-patch console furniture. The division’s

primary lines—Synergy™ 1, 2 and 3—provide advanced ergonomics, unmatched structural integrity, and industry-best service capabilities. Innovations including the Total Comfort System™ and TechLink™ offer unrivaled environmental and technical integration controls to enhance the comfort and productivity of 24/7 emergency support professionals. Watson Dispatch consoles are manufactured in Watson’s Poulsbo, WA, manufacturing facility using sustainable manufacturing practices that have been recognized for distinction by state and federal governments.

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9-1-1 for Kids®

BooTh #5189-1-1 for Kids®: Public Education & Caller Training9-1-1 for Kids® is the official public education

organization for law enforcement agencies, fire departments, emergency medical response, and 9-1-1 communication centers for the U.S., Canada, and the Cayman Islands; all countries where “9-1-1” is the universal emergency response phone number. 9-1-1 for Kids® was established in 1994 and is endorsed by: APCO International (Assn. of Public Safety Communications Officials); E‐9-1-1 Institute; NENA (National Emergency Number Assn.); and NASNA (National Assn. of State 9-1-1 Administrators). The 9-1-1 for Kids® class-room materials and teaching products are recommended for: National 9-1-1 Education Month, Crime Prevention Month, Fire Prevention Week, Red Ribbon Rally, Disaster Education Month, local public safety & commu-nity events, and fairs.

For more information, visit www.911forkids.com

9-1-1 Inc.BooTh #603

911-Inc. is a leader in call handling software development for emer-gency dispatch centers. 911-Inc. solutions include VoIP, mapping, analytics and reporting, resource management, ACD, alert, and other features. QuickResponse, the Next Generation and i3 compliant soft-ware package, allows easy management of voice, data, and multimedia streams including text, photo, and video. The QuickLink legacy system provides a powerful suite of applications to manage ANI and ALI information, record caller details, and create reports with ease. 911-Inc. solutions can be scaled for state-wide, regional, or local PSAPs. 911-Inc. fully integrates with existing systems or utilizes partners to create end-to-end solutions.

For more information, visit www.911-inc.com

Active USABooTh #506

Today staffing shortages and increased workload of all public safety dispatch personnel have made it progressively more difficult to maintain the foundation of an effective communication center. Trying to provide essential services such as Quality Assurance and Continuing Dispatch Education (CDE) have often taken a back burner never to be implemented.

Protocol Support provides training and support services that allows communication centers to provide a cost effective way to maintain Quality Assurance measures within call auditing and allows your supervisory staff to focus on quality improvement measures.

If you are trying to become a Center of Excellence or are striving to maintain that prestigious recognition through the National Academies of Emergency Dispatch®, please allow us to help you maintain your founda-tion by providing quality assurance support services along with continuing dispatch education classes. We can:• Increase performance in protocol compliance• Provide a better understanding of Medical/Fire/Police Protocol• Allow for better floor support from current supervisors• Allow for better, easier, focused, and consistent qa/qi measures • Show a significant return on investment

Protocol Support continues to help agencies to achieve and maintain ACE standards. We can help you achieve your goals.

For more information, visit www.activeusallc.com/protocolsupport or call us toll free at (866) 883-3375

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Public Safety Training ConsultantsBooTh #418

PSTC is America’s most popular and best in-service training provider. We bring the training to your region and hosts receive free tuition!

Come by our booth and see our new DVD training program. We are taking the principals of Gordon Graham and producing daily video training for emergency communications professionals. All of our classes count towards your NAED™ continuing dispatch education training! Stop by our booth and get your first training DVD absolutely free with no strings attached! PSTC is proud to be a Gold sponsor at NAVIGATOR!

For more information, visit www.pstc911.com

WaveLength

Wavelength magazine is the official publication of the Association of Public Safety Communications Officials (APCO) Canada, whose foremost goal is to foster the development and progress of the art of public safety communications. Wavelength is an important element in achieving this goal. Members of APCO include workers in 9-1-1 communications for police, fire, and emergency medical services; in emergency manage-ment/disaster planning and search and rescue; and in private call centers. Wavelength is the vehicle by which APCO Canada members communicate with each other: to stay current on information regarding the association; to learn about advances in equipment and services; to keep up with government initiatives; and to share their stories.

For more information, visit www.andrewjohnpublishing.com or www.apco.ca

SAVE CorporationBooTh #617

SAVE Corporation provides state of the art emergency telecommunica-tions training simulators. Two decades of involvement with public safety has kept them in the forefront of develop-ing and providing a superior class of 9-1-1 related simulators. The ability to pace the escalating need for techno-logical advancement in communications equipment training is unequaled. Think of the time, money and lives you can save.

For more information, visit www.911simulators.com

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Law and OrderThe leading law enforce-

ment publication for 57 Years! LAW and ORDER penetrates 100% into every law enforce-ment agency in the United States, reaching more top and middle management with real purchasing authority (Police Chiefs, Sheriffs, Deputy Chiefs, Colonels, Commanders, Captains, Lieutenants).

For more information, visit www.hendonpub.com or www.lawandordermag.com

National Emergency Number Association BooTh #218, 317

NENA serves the public safety community as the only professional organization solely focused on 9-1-1 policy, technology, operations, and education issues. With more than 7,000 members in 48 chapters across the United States and around the globe, NENA promotes the implementation and awareness of 9-1-1 and international three-digit emergency communications systems. NENA works with public policy leaders, emergency services and telecommunications industry partners, like-minded public safety associations, and other stake-holder groups to develop and carry out critical programs and initiatives, to facilitate the creation of an IP-based Next Generation 9-1-1 system, and to establish industry leading standards, training, and certifications.

For more information, visit www.nena.org

OnStarBooTh #406, 505

OnStar, the leading provider of in-vehicle safety, security and communication services, is exhibiting to educate the 9-1-1 community about the vital and life-saving information OnStar can provide to 9-1-1 Centers. OnStar provides services to nearly 6 million subscribers in the U.S., Canada and China, and is available on most GM models for 2011. OnStar offers a comprehensive portfolio of safety services, including Automatic Crash Response, Injury Severity Prediction, Emergency Medical Dispatch, Stolen Vehicle Slowdown and Remote Ignition Block. Working together we can help to save lives and keep our roadways safe.

More information about OnStar can be found at www.onstar.com/publicsafety


ESRI & Bradshaw ConsultingBooTh #110, 209

Geographic information system (GIS) software from ESRI enables public safety personnel to capture and create an integrated picture of information in the form of interactive maps and reports on the desktop, laptop, handheld, or in the emergency vehicle. From deciding where to build new fire stations, to monitoring disasters as they happen in real time, from mapping wildfires tens of thousands of acres in size with GPS equipment and a helicopter, to picking up the pieces after a major earthquake, GIS is making emergency management a faster and more accurate means of helping people cope.

For more information, visit www.esri.com

Emergency TelecommunicatorBooTh #714

Don’t let first impressions fool you. Austerity often speaks louder than the flash, zip, and zing of other more visual presentations, particu-larly when it comes to the matter of the printed word. And, in this case, the laid-back booth featuring pop-ups and book samples will introduce you to the newest edition of the 40-hour Emergency Telecommunicator™ Course (ETC™)—both the instructor and student editions—as championed by the NAED’s™ very own ETC Board of Curriculum. Stop by and get a sneak preview of the updated and enhanced third edition scheduled to hit the classrooms later this spring.

For more information, visit www.emergencydispatch.org/CertETCCourse

Evans ConsolesBooTh #710, 809

Evans Consoles is the leading international design-er and manufacturer of award-winning control room solutions for technology centers and mission critical applications. Since 1981 Evans has offered specialized design-build services and guidance to clients, integrators, engineers, and architects around the world.

With over 7800 installations worldwide, Evans successfully serves the control room needs for several Dispatch/9-1-1 projects including New York 9-1-1, Amtrak Police Dispatch, Chicago 9-1-1, Ontario Provincial Police, and USAF Fire and Dispatch.

Evans Consoles provides its clients with the experience and expertise to design and build command and control rooms, advanced technology, and 24/7 centers with confidence.

For more information, visit www.evansonline.com

EventideBooTh #305

Eventide Voice Loggers empower thousands of public safety agen-cies worldwide with advanced IP-recording connectivity, exceptional inci-dent management tools, and outstanding Linux-based system reliability. Eventide is actively involved with Next Generation 9-1-1 via the NENA Next Generation Partner Program, and as a member of the NENA ICE-8 (Recording and Logging) Planning Committee.

For more information, visit www.eventide.com

Executive Communication SystemsBooTh #706

ECS represents Equature™ a Unified Communications Intelligence (UCI) platform that automatically captures and archives Email, Chat, Voice, Video and Web interactions.

We are 9-1-1 Dispatch Improvement Specialists helping emergency centers gather, analyze, and use information to reduce risk and increase their quality of service. Public Safety Next Generation 911 ready today—COMPLIANCE GUARANTEED! Be prepared today, and avoid an expen-sive forklift upgrade in the future.

For business and contact center environments we provide a single solution for archiving and analyzing all internal and external communica-tions while lowering implementation and management costs, thereby providing a better ROI. For more information, visit www.tvps.com

FDM SoftwareBooTh #605

With over 20 years experience and 120 installations serving hundreds of jurisdictions throughout North America, FDM Software is a market leader in Fire/EMS enterprise solutions. The company provides power-ful and flexible Records Management (RMS), Computer-Aided Dispatch (CAD), mapping and analysis solutions that help save lives and protect property across the continent.

The FDM advantage is that our solutions are entirely customizable to meet your agency’s business requirements. You get the best of both worlds with a complete “off-the-shelf” application and the option to mod-ify everything from the structure and the appearance to the behavior of the software.

For more information, visit www.fdmsoft.com

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Alert Public Safety SolutionsBooTh #309

Alert Public Safety Solutions, Inc. is a company that has been built to address the demands and ever-increasing needs of public safety. As a result, Alert PSS has designed, developed, and implemented a state of the art software solution that allows data sharing at the highest levels of interoperability. We provide Next Gen 911, CAD, Mapping, Records and Report Management, Mobile solutions, and Jail Management. With upgrades and new advancements provided at no additional cost and unique payment options available, Alert PSS is truly a partner in the industry and your final solution. For more information, visit www.alertts.com

AVI-SPLBooTh #303

The Control Room Group, a division of AVI-SPL, specializes in the design, integration and support of mission critical control room environments. Our Technical Environments specialist focuses on creating modern control room facilities utilizing the latest in console furniture, raised flooring, structured cabling and video display, and processing system technology. Using com-mon off the shelf technology we create a solution designed and created just for you based upon your unique requirements.

For more information, visit crg.avispl.com

Concept Seating, Inc.BooTh #606

Concept Seating, Inc. is a Waukesha, Wisconsin-based manufacturer of 24/7 Inten-sive Use chairs and seating. Sophisticated design and engineering guarantee durability and ergonomic comfort. Available in many beautiful colors, Concept Seating’s Intensive Use Chairs pay for themselves by elevating productivity. A new standard has been set. What a concept!

For more information, visit www.conceptseating.com or call 800-892-5563, ext. 4772

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CriticallBooTh #504

CritiCall pre-employment testing software is designed to measure dis-patcher/calltaker applicants’ job-related behaviors and skills such as data entry, multi-tasking, decision-making, memory recall, reading comprehen-sion, and more. The computerized test, which is virtually self-administer-ing and self-scoring, is used by over 800 public safety agencies. Many users have reported a dramatic reduction in turnover and an increase in the productivity of those they hire after adopting CritiCall for their pre-employment testing. CritiCall also offers validated personality testing to test for dispatcher job-applicant fit and a Validation Wizard for basic con-tent validation at your location.

For more information, visit www.criticall911.com

Denise Amber Lee FoundationBooTh #318

The Denise Amber Lee Foundation is a non-profit initiative of Nathan Lee whose wife was kidnapped, raped, and murdered in 2008. No doubt Denise would be alive today if a 9 minute 9-1-1 cell phone call from a bystander witnessing the abduction had been handled appropriately. Even though there were at least 4 patrol cars within a mile of this call, it was never dispatched. Denise leaves behind a loving husband and two small boys. Nathan, determined not to have Denise die in vain, is partnering with the 9-1-1 industry and using the powerful emotional ammunition of this tragic event to drive change to public policy. The Foundation seeks legislative changes to funding, training, certification, and technology so that no other family has to endure this type of pain and suffering again.

For more information, visit deniseamberlee.org

DoMore 24/7 Seating by Scope Technologies, Inc.BooTh #214

At Domore 24 /7 Seating, “We’ve Got Your Back.” We have been providing seating solutions since 1922. Our Intensive Use DoMore 24/7 Seating was developed in collaboration with the FAA for air traffic controllers and has been providing Function, Design, and Value since the 1960s. Intensive Use Chair models are available in 300, 500, and 750 pound weight capacities. Each is warranted for 5 years from Head-to-Toe, giving our customers the best in value, year after worry-free year. Need durable seating that provides comfort and adjustability from shift to shift? Don’t worry, “We’ve Got Your Back.”

For more information, visit www.domorelux.com


International Critical Incident Stress FoundationBooTh #114

The International Critical Incident Stress Foundation, Inc. provides leader-ship, education, training, consultation, support services in comprehensive crisis intervention, and disaster behavioral health ser-vices to the emergency response professions, other organizations, and communities worldwide. For more information, visit www.ICISF.org

Keystone Public Safety, Inc.BooTh #613

Keystone Public Safety has been in the public safety market providing

dispatch software applications to meet the needs of police and fire departments nationwide since 1988.

Keystone’s staff is a technically oriented group of professionals who understand the complexities of automating public safety agencies. Clients range in size and scope of application uses, from sites integrating only a few systems users in a single location, to large multi-jurisdictional, multi-agency sites with numerous remote locations.

Keystone authors its application software products using knowledge gained first hand from each new client and installation, and with continu-ing input from our active users associations.

For more information, visit www.kps.com

Logistic Systems INCBooTh #705

LogiSYS is an innovative leader within the public safety communi-ties. As a trusted developer of software solutions and working with Law Enforcement, Fire, and EMS, our goal is to provide a more efficient deci-sion making process for dispatch and records management. For more information, visit www.logistics-sys.com

MPDS MentorBooTh #712

Traditionally, mentoring has been described as the activities con-ducted by a person (the mentor) for another person (he mentee) in order to help that other person to do a job more effectively and to progress in their career. A mentor uses a variety of approaches, e.g., coaching, training, discussion, counseling, etc., to help guide another person’s development. In recent years mentoring has become an acceptable for-malized practice in educational and business settings.

It takes a high level of interest, commitment, and confidence in your own abilities. It also requires that you be sincerely interested in someone else’s growth.

The NAED / IAED Mentor Course uses a combination of lecture, small group exercises, and role playing to help an EMD prepare for this critical role. For more information, visit www.prioritydispatch.net or call 800-363-9127

ModUcomBooTh #202, 301

Modular Communications Systems Inc, better known in the communications industry as ModUcom, has been a leader in innovative dispatch technology since 1978.

ModUcom, a long-time leader in dispatch control systems, has a rich history of technical innovation: Pioneering the all-digital console; the first to introduce 100% user programmability; and in the forefront with a work-ing VoIP solution.

The ModUcom system, unlike competitors, is not an assembly of older proprietary systems but a state-of-the-art all digital Windows system with IP technology. This has enabled a system that is far more flexible, more reliable, and above all more cost-efficient.

For more information, visit www.moducom.com

National Academy of Emergency Dispatch

The NAED is a non-profit, standard-setting organization promoting safe and effective emergency dispatch services worldwide for 30 years. Comprised of three allied Academies for medi-cal, fire and police dispatching, the NAED supports first responder-related research, unified protocol application, legislation for emergency call cen-ter regulation, and strengthening the emergency dispatch community through education, certification and accreditation.

For more information, visit www.emergencydispatch.org

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First-In® by Westnet BooTh #512

First-In® Fire Station Alerting is a patented alerting system that reduc-es response time and firefighter stress. This cardiac kind comprehensive system features automated voice dispatch, Dorm Remotes for selective bedside alerts, and Video Messengers for displaying call info on the TV.

For more information, visit www.FirstInAlerting.com,email [email protected], or call (714) 548-3500

FirstWatchBooTh #310, 409

FirstWatch Dashboards provide real-time views and drill downs into ProQA®, CAD, ePCR and RMS data for situ-ational awareness, data intelligence as well as performance & operational mea-sures, all based on user-defined criteria. Once volumetric trends or geo-graphic patterns are detected, FirstWatch automatically alerts user-defined personnel. FirstWatch seamlessly interfaces with: ProQA (for EMS, Fire & Law Enforcement), CAD, Patient Care Report (ePCR) data, RMS data and Hospital ED data. FirstWatch can aggregate data from multiple agencies with disparate (or similar) data sources to provide a true real-time, regional-ized perspective across geopolitical boundaries. Now LIVE in 91 States & Provinces: www.firstwatch.net.

For more information, visit www.firstwatch.net

Future ConceptsBooTh #702, 801

Future Concepts I.S., Inc. is a SBA 8(a) certified company incorpo-rated in 1995. Future Concepts designs, develops, and manufactures complete, engineered systems for disaster management and mitigation. Incorporating advanced technology for interoperability, situational aware-ness, and scene management, the Future Concepts system, Antares x, is a combination of interdependent software and hardware that provides the user with multiple forms of data, both audio and visual. The Antares x system can be integrated within many platforms, from Mobile Com-mand Vehicles and Command Posts, to Department Operations Centers, as well as portable units.

For more information, visit www.futureconcepts.net

Grassroots CouncilBooTh #311, 313

Follow NAED’s very own Carmen Sandiego arch nemesis at Navigator as she transports you to different U.S. destinations to explore the state of emergency dispatch legislation. The “Carmen” in this case, of course, is Associate Director Carlynn Page and she’s not the villainous thief fea-tured in the media franchise but the agent of change; the inspiration behind a grassroots campaign to bring regulatory control to emergency communications. Stop by her booth for a glimpse of the campaign’s most recent adventure: a map NAED members can access online to learn more about current and pending EMD legislation in their states.

Ideal SeatingBooTh #403

Ideal Seating specializes in Intensive use, 24 hour, Bariatric, Office, Task, Medical, and specialty seating products. Our customers include Police, Fire, EMS, and Public safety centers across North America. We also have several customers such as Conoco Phillips that understand chairs are more than chairs. Ideal Seating located in White Pigeon, MI, was formed to accommodate the need to design, manufacture, and mar-ket specialty seating products. Our skill in design and manufacturing has allowed Ideal to become one of the top 24 hour, Intensive use chair manufactures in North America.

For more information, visit www.idealseating.com

InterAct Public Safety SystemsBooTh #514

Founded in 1975, InterAct Public Safety Systems provides integrated multi-agency, multi-jurisdictional public safety and homeland security sys-tems technology. The InterAct Connections Framework™ is the founda-tion upon which customized comprehensive public safety solutions are built and presently used by more than 800 government agencies and private enterprises globally.

For more information, visit www.interact911.come-mail [email protected], or call (336) 397-5300

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VisionAirBooTh #601

VisionCAD, VisionAIR’s Computer Aided Dispatch system, has ProQA®

Certified Interfaces for Emergency Medical Dispatch (EMD), Emergency Police Dispatch (EPD), and Emergency Fire Dispatch (EFD). This level of integration is one of the best in the industry and indicates that all of the functionality of an Operative and Integrated solution has been completed.

VisionAIR also offers the Public Safety Suite®—an open, integrated software solution. This proven solution includes CAD, Law and Fire Records Management, Law and Fire Mobile Data, Inmate Management, Field-Based Reporting, GIS, Learning Management System, and Web-Based Data Sharing.

For more information, visit www.visionair.com

VoicePrint InternationalBooTh #204, 206

Voice Print International is a leading developer of mission-critical call and radio recording solutions. Since its inception, VPI has been dedicated to expanding the capabilities of digital voice record-ing. Public safety and government agencies benefit from VPI’s non-pro-prietary, flexible, software based design. Designed around the familiar, intuitive Microsoft NT/2000/XP operating system and constructed of Commercially Off the Shelf (COTS) hardware, upgrades and maintenance are simple. VPI is dedicated to providing its clients with the industry’s most reliable and flexible voice recording solution, saving them precious time, money and, most importantly, giving them peace of mind.

For more information, visit www.VPI-corp.com

xwaveBooTh #611

xwave has over 20 years experience delivering public safety solu-tions for police, fire, and emergency medical services. Our suite of prod-ucts includes the multiagency, multijurisdictional xwaveCAD computer aided dispatch system and our wireless mobile and handheld applications ROADS, OnPatrol, and OnRescue. As a systems integrator, xwave will tailor its offerings to meet client’s unique requirements.

For more information, please visit www.xwave.com/publicsafety

Xybix Systems, Inc.BooTh #510, 609

Xybix works with its customers to design, build, and implement ergo-nomic height adjustable 9-1-1 dispatch furniture and height adjustable table systems for their public safety/homeland security environments. With 9-1-1 consoles, tables, and desks deployed across the country, we utilize ergonomic standards and years of customer feedback to create innovative ergonomic desks, dispatch tables, and furniture solutions. Our public safety ergonomic 9-1-1 dispatch consoles and tables include everything you need to get into the productivity zone and stay there, including dual height adjustable work surfaces; cable management; acoustic panel-ing; focal depth adjustment; task lighting, and more.

For more information, please visit www.xybix.com

ZOLL Data SystemsBooTh #306, 405

ZOLL® offers the RescueNet® suite—computer aided dispatch, billing, field data collection, records management, crew scheduling, and

mobile data software for fire and emergency medical services organiza-tions. RescueNet is the only fully integrated information management system that allows fire and EMS organizations to manage critical infor-mation for maximum performance. Gather and centralize information, and link the entire pre-hospital chain of events into a single system. Res-cueNet offers the quickest, easiest way to improve your business and clinical operations.

For more information, visit www.zoll.com g

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National Center for Missing and Exploited ChildrenBooTh #314

The National Center for Miss-ing & Exploited Children, (NCMEC), is a private, (501)(c)(3) nonprofit organization which was created in 1984. The mission of the organiza-tion is to serve as the nation’s resource on the issues of missing and sexually exploited children. The organization provides information and resources to law enforcement, parents, children including child victims as well as other professionals.

For more information, visit www.missingkids.com

New World SystemsBooTh #304

For 28 years, stable ownership and vision has allowed New World Systems to thrive and become a leading provider of mission critical software for public safety agencies

nationwide. More than 1,500 agencies trust New World Systems’ Aegis® Public Safety Solutions and experience to meet their demanding Police, Fire, and EMS requirements. It is a fully integrated multi-jurisdictional suite of applications built from the ground-up on advanced technology with embed-ded GIS mapping capabilities and robust reporting features. New World’s easy-to-use solutions for Dispatch, Records Management, Mobile Comput-ing, Field Reporting, Corrections and Data Sharing increase officer safety, decrease response times, reduce data entry, and streamline reporting.

For more information, visit www.newworldsystems.com

PlantronicsBooTh #205

Powered by a 50-year obsession with perfecting headsets and backed by a worldwide network of services and support, Plantronics audio devic-es have earned a sound reputation in mission-critical applications. Plan-tronics holds the exclusive contract with the FAA for ATC headsets, and is a prime supplier for E911, NASA, DoD, the Armed Forces, emergency dispatch services and first responders.

We design headsets for day-to-day wear in demanding environments and our expertise is used to ensure that every product we build meets the highest standards of quality and reliability.

For more information, visit www.plantronics.com

RevCordBooTh #602

Revcord voice and mult imedia recorders are the most economical full featured voice loggers available anywhere. NG9-1-1 NENA ICE tested and ready. Free screen record-ing, quality monitoring, comprehensive reports, and more all included at no additional cost. No charge trade in to VoIP (port mirroring or SIP Invite) within one year. Normal delivery is within one week ARO. Nation-wide 24x7 help desk, support and maintenance with multiple options are available. See the demo at www.revcord.com. Contact: Guy Churchouse, [email protected] or (713) 367-9781

Schedule Express by Informer SystemsBooTh #413

ScheduleExpress addresses the complex scheduling problems facing emergency services. Unlike other “cal-endaring” solutions, ScheduleExpress

not only allows you to build and maintain shift-based schedules, but it also uniquely automates the absence, trade, overtime, training, and special assignment processes—from request through approval—effectively elimi-nating paperwork, man-power costs and substantially reducing errors, omissions, and abuse.

ScheduleExpress is completely Web-based so there is no hardware to buy or maintain, and no applications to buy or install. You are up and running in a few days, not weeks or months.

Come see why so many agencies are choosing ScheduleExpress for all their scheduling needs!

For more information, visit www.informersystems.com

SunGard Public Sector BooTh #513

SunGard Public Sector, a proven leader in government information tech-nologies, provides integrated enterprise-wide software solutions to nearly 2,500 utility companies, government offices, public safety, and municipal agencies. Our innovative software and services solutions enable govern-ments to connect their departments, citizens, and businesses with critical information and services.

SunGard Public Sector software suites include OSSI, for the Windows®

platform, NaviLine, for the IBM® System i™ platform, and ONESolution. The comprehensive ONESolution product line includes public administration, public safety, and justice and citizen services solutions that are available as either an enterprise-wide solution or as individual, stand-alone product suites.

For more information, visit www.sungardps.com

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