Burke County Emergency Services
Communications Division

 

 

Burke County Emergency Operations Center


Crew Leader Larry Williamson Processing a 911 Call

Using Computer Aided Dispatch

Communications Coordinator: Lisa Propst, EMD
Technology Coordinator: C. A. Patrick Voigt, EMD
Training Coordinator: Kenneth R. Anthony, EMTP, NAEMD
Medical Director: Dr. Edward St. Bernard

Crewleaders
Larry Williamson, EMD
Beverly Roland, EMD

Telecommunicators

Dani Hutchins, EMD                      Sean Miller, EMD
Ivey Hunnings, EMD                       Andy Thomas, EMD
Ricky Lipford, EMD                        Mike Oxentine, EMD
           
Part Time Telecommunicators
Aaron Johnson, EMD                     Larry Simpson, EMD
James Best, EMD                         John Walker, EMD
Tim Coleman, EMD                        Jason Ross, EMD
 
 

 

 

On April 6th 2004, Burke County Emergency Services implemented Computer Aided Dispatch (CAD) to further enhance the 911 call taking process.

CAD is a multi agency system linking the Emergency Operations Center (EOC) to the Burke County Sheriff’s Department, Morganton Department of Public Safety, and to the Valdese Police Department.

The utilization of shared data and pertinent incident information provided by CAD not only strengthens working relationships among the various public safety agencies, but also serves to improve scene security and safety for response team members and for the public.

Whenever an emergency call is received, CAD simultaneously extracts information from the 911 database thereby giving the call taker necessary specifics used in incident dispatch.

An extremely important part of CAD is the Geographical Information System (GIS) mapping coupled with computerized resource management which operates to vastly increase the speed and efficiency of documentation, dispatch, and incident disposition.

No technological upgrade however, can replace the vital role of the individual calling 911.

Being an eye witness to a life threatening emergency can be a horrifying ordeal; requesting medical assistance however, does not have to be a frightful experience.

Calling 911 is not an act we tend to prepare for, much less contemplate; but it is beneficial to understand the series of questions the telecommunicator is duty bound to ask. Burke County is fortunate in that its’ enhanced 911 service operates using the Emergency Medical Dispatch (EMD) system.

Upon receiving a 911 call, a certified EMD will gather information, prioritize the situation, and furthermore dispatch the appropriate units.

The EMD will initially ask the caller to indicate the exact location of the sick or injured subject needing assistance.

A numerical street address, cross street, and/or any identifying landmarks the caller can provide benefits the EMD and responding units in their quest to accurately pinpoint the location. The caller will then be instructed to give their phone number.

Although under normal calling conditions, the EMD has immediate access to the caller’s number as it is displayed on the 911 screen; such information though has to be confirmed as being correct. And with the ever increasing popularity of wireless communication, it is of utmost importance that a caller identify the number they are calling from.

The “Four Commandments” of EMD as defined by the Medical Priority dispatch system include:

1)       Identifying a chief complaint or incident type

2)       Ascertaining the patient’s approximate age

3)       Determining the patient’s status of consciousness, and

4)       Confirming the patient’s breathing status.

The caller’s answers to the initial questions prompt the EMD to select one of 33 cards identifying various chief complaints ranging from abdominal pain to unknown problems. Contained on the chief complaint card is another series of questions aimed at ascertaining the seriousness of the call.

The EMD gathered information warrants a code assignment, thus determining the need for emergency or routine response.

Proper call dispatch relies heavily upon the caller’s patience and knowledge concerning the patient.

It is the EMD’s job to ask the necessary questions, and likewise the caller’s obligation to be as cooperative and helpful as possible.

Although emotions may tend to dominate a particular situation, seconds count in saving lives; hence a hysterical caller can delay the arrival of emergency personnel.

Emergency Medical Dispatch is also aimed at delivering pre-arrival life saving instructions to the caller.

The EMD is trained in giving the caller directives on administering CPR, aiding a choking victim, or assisting with childbirth.

It is important to note that the effectiveness of such instructions depends largely on the caller’s willingness and patience to work with the EMD in providing proper patient care. Oftentimes, given appropriate pre-arrival instructions, a non-medically trained individual can save the life of another.

24 hours a day, 7 days a week; life saving help is only a three digit phone call away.

 

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