DAY TO DAY OPERATIONS
CERTIFICATIONS AND DAY TO DAY OPERATIONS
Richmond County 911 provides Enhanced 9-1-1 and Computer Aided Dispatch (CAD) service for all the citizens of the county. It also provides Emergency Medical Dispatch as well as Emergency Fire Dispatch services, and coordinates the disaster activities of the Emergency Operations Center (EOC). This center is a public safety answering point and is the link for citizens to access law enforcement and emergency service agencies. We receive and dispatch emergency and non-emergency calls for public safety agencies in Richmond County. Emergency calls will always be handled before non-emergency calls, so a citizen with a non-emergency situation may be placed on hold until the emergency has been relayed to the proper resource. 9-1-1 may be used to report non-emergency events; however, we emphasize that 9-1-1 should not be misused, and emergency calls will always be handled first.
Staffing:
We have a staff of 10 Telecommunicators working 12-hour rotating shifts in the center. Additionally, part-time Telecommunicators provide fill-in coverage for positions due to full time personnel taking leave. Each shift consists of two or three Telecommunicators.
Operational Overview:
The 9-1-1 communications center has three dispatch positions. Each position is responsible for the handling of E-9-1-1 calls. Each position is completely redundant of the other two and can receive 9-1-1 calls and dispatch any agency necessary. All telephone calls and radio transmissions are recorded in the 9-1-1 Center and maintained for a period of time.
EMD "EMERGENCY MEDICAL DISPATCH'' & EFD "EMERGENCY FIRE DISPATCH"
Calls for service to the EMS and FIRE divisions are received in the county's unified 9-1-1 call center. All telecommunicators in the center are certified Emergency Medical Dispatchers (EMDs) as well as Emergency Fire Dispatch (EFDs). EMDs and EFDs are able to assess a situation using specially developed telephone protocols and then dispatch appropriate resources according to the information received. EMDs are also trained to begin treatment of life-threatening conditions immediately by providing specific instructions to callers in a variety of first-aid techniques. For this reason, EMDs and EFDs are often referred to as "zero-minute" responders.
Based on written protocols, telecommunicators dispatch appropriate EMS and FIRE units according to the information received. For example, an isolated injury to the arm requires only a paramedic for assessment and treatment, while a possible heart attack triggers the dispatch of medical first responders, an initial response paramedic, and an emergency transport ambulance. The dispatch protocols also define the use of lights and sirens for responding units, again based on the potential need for immediate intervention.
The specific Medical Priority Dispatch Systems used in Richmond County was developed nearly twenty years ago by a physician. The system is now in use in many 9-1-1 centers throughout the country and around the world. The MPDS allows the accurate dispatch of the correct resources for any given situation. This reduces the number of vehicles on the road unnecessarily, and increases safety by decreasing the number of times lights and sirens are used.
As with all aspects of the EMS and FIRE Systems, EMD and EFD is the focus of an ongoing continuous quality improvement program. Operating statistics and individual performance are monitored to ensure that the MPDS is followed correctly and appropriate units are dispatched. Telecommunicators are also monitored for compliance in providing the correct treatment instructions to callers.
COMPUTER AIDED DISPATCH (CAD)
Each CAD workstation works collectively and allows a smooth transition from the time the call is received and dispatched until it’s completed. All data is constantly backed up and each workstation has the capability to work independently in case it’s needed. The CAD system runs 24 hours a day, 365 days a year to provide fast and efficient service for the citizens of Richmond County.