New 911 System Hopes To Increase Efficiency, Decrease Redundancy
By: Homa Bash
Updated: July 9, 2012
A new 911 dispatch system for Abilene went into effect at 8 a.m. Monday.
Eight months in the making, the Emergency Medical Dispatch System, or EMD, means rigorous training for dispatchers, fewer frivolous calls for firemen and changes the way the entire system functions.
While most of the work was done behind-the-scenes, the effects of the overhaul are far-reaching.
"I think citizens will see a big improvement in efficiency," said Abilene Fire Chief Ken Dozier.
"I always joked that we always sent the cavalry," Dozier said. "For 27 years, we sent a fire truck and ambulance to every single call."
With the new system in place, that old standby has changed.
Dispatchers will ask residents more questions when they call, and they are now trained to give step-by-step instructions on how to deal with the emergency until help arrives.
"The algorithm that they'll follow, and the questions they ask, will allow them to determine what resources are needed," Dozier said.
While asking more specified questions, dispatchers will simultaneously send out emergency services tailored to the situation.
Lee Fuqua has been a dispatcher for more than 28 years, starting off taking calls with pen and paper, and said the beauty of the new system is in its simplicity.
"It'll mean a better and quicker response from the fire department and ambulance," Fuqua said. "Also, from our end, we're not having to dispatch the fire department and ambulance to every single call there is."
That means no more lights and sirens for nosebleeds, stubbed toes and minor cuts, which fire officials said they receive more often than not.
And the biggest change callers will likely notice is the way dispatchers answer the phone.
Instead of the usual "911, what's your emergency?" -- dispatchers will ask, "911, what is the address of your emergency?"
"It gets them away from starting a long story and getting excited," Fuqua said. "This gives them something to focus on immediately."
Subtle changes that officials hope will make a big difference.
Eight months in the making, the Emergency Medical Dispatch System, or EMD, means rigorous training for dispatchers, fewer frivolous calls for firemen and changes the way the entire system functions.
While most of the work was done behind-the-scenes, the effects of the overhaul are far-reaching.
"I think citizens will see a big improvement in efficiency," said Abilene Fire Chief Ken Dozier.
"I always joked that we always sent the cavalry," Dozier said. "For 27 years, we sent a fire truck and ambulance to every single call."
With the new system in place, that old standby has changed.
Dispatchers will ask residents more questions when they call, and they are now trained to give step-by-step instructions on how to deal with the emergency until help arrives.
"The algorithm that they'll follow, and the questions they ask, will allow them to determine what resources are needed," Dozier said.
While asking more specified questions, dispatchers will simultaneously send out emergency services tailored to the situation.
Lee Fuqua has been a dispatcher for more than 28 years, starting off taking calls with pen and paper, and said the beauty of the new system is in its simplicity.
"It'll mean a better and quicker response from the fire department and ambulance," Fuqua said. "Also, from our end, we're not having to dispatch the fire department and ambulance to every single call there is."
That means no more lights and sirens for nosebleeds, stubbed toes and minor cuts, which fire officials said they receive more often than not.
And the biggest change callers will likely notice is the way dispatchers answer the phone.
Instead of the usual "911, what's your emergency?" -- dispatchers will ask, "911, what is the address of your emergency?"
"It gets them away from starting a long story and getting excited," Fuqua said. "This gives them something to focus on immediately."
Subtle changes that officials hope will make a big difference.
