Article Highlights
- The problem: Manual emergency communications processes
- The solution: PowerEngage, an emergency dispatch software solution
- The benefits: Save time, improve communications, and facilitate positive relations
The problem: Manual systems for supporting responders
Telecommunicators provide the first line of communication between emergency callers and first responders. As such, 911 telecommunicators play a critical role in providing information to keep everyone involved as safe as possible. But as telecommunicators juggle multiple lines of communication, it can be challenging to ensure everyone is adequately informed.
Other public safety first responders like law enforcement, firefighters, and EMS rely upon 911 telecommunicators as the “first first responders” to collect and disseminate critical information from emergency callers. If your ECC uses manual emergency communications processes, however, telecommunicators may find it difficult to efficiently and effectively support other agencies. A failure to collect the right information can compromise first responder safety and make it more difficult for them to respond to the situation at hand.
Along the same lines, 911 telecommunicators must ensure citizens are adequately informed throughout an emergency response. This includes letting individuals know how to prepare for first responders and when fire, police, or EMS units are expected to arrive. Without an effective system in place, telecommunicators may make mistakes or leave out critical information that leads citizens to become frustrated and noncompliant when emergency responders arrive. These miscommunications put both citizens’ and first responders’ safety at risk, create liability issues, and impede the emergency response as a whole.
The solution: PowerEngage
PowerEngage by PowerDMS is a citizen notification system that keeps citizens informed and updated with critical emergency response information. After a citizen makes an emergency call, PowerEngage sends text updates about when and where to expect first responders. These updates also provide step-by-step instructions with vital information about:
- Response delays
- Pre-arrival information
- Investigation status
- Case number assignment
Because these notifications are automated, your agency can send case updates to keep citizens informed without requiring excess time and staffing. This frees up valuable resources so telecommunicators can stay up-to-date with changes in an emergency and communicate status updates with first responders.
After an emergency is resolved, PowerDMS’s first responder software also sends out a community satisfaction survey via text after certain interactions. Citizens can use this survey to provide feedback about the emergency response, including appreciating first responders for a job well done. This community satisfaction survey is automatically sent to callers, victims, witnesses, and others based on CAD and RMS data, so your agency can collect as much feedback as possible.
The benefits of emergency dispatch software
PowerEngage provides critical 911 dispatch information so callers know exactly what to do when emergency responders arrive. Because callers receive regular status updates, this citizen notification system reduces the likelihood that callers will become frustrated with first responders upon their arrival.
Automated communication in the PowerEngage citizen notification system promotes citizen and first responder safety. This also means your ECC benefits from saved time and improved telecommunicator efficiency since citizen communications are more streamlined – without the need for any additional time from staff. Enhanced communication between telecommunicators and citizens improves community engagement and builds positive sentiment, allowing your agency and first responders to provide the best public safety services possible.
Learn more
Schedule a demo today to learn more about how PowerDMS’s emergency dispatch software can support emergency communications and first responder safety.