Dallas Fire-Rescue

Briefing Objective

Discuss Dallas Fire-Rescue Department’s (DFR) Dispatch Center Operations

Discuss 911 call volume trends

Overview of how technology assists with processing and dispatching resources tied to 911 calls

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Fire Dispatch Operations

City of Dallas 911 calls are handled by Dallas Police Department call takers

Calls requiring fire, technical rescue or Emergency Medical Services (EMS) are transferred to the Fire Communications Center for efficient handling

Fire Dispatch call takers include firefighter and EMS trained individuals whose experience enhances information gathering and appropriate resource assignment

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Fire Dispatch OperationsFire Dispatch Call Takers are trained in

Emergency Medical Dispatching (EMD) used to assist 911 callers reporting medical emergencies

Quality Assurance entails routine review and monitoring of handled calls to ensure quality customer service delivery

Interagency Communication - Fire Dispatch Call Takers coordinate with many agencies to remedy various emergencies (DART, Dallas Sheriff Department, DPD, other fire departments, media, etc.)

911 Call Volume Trends

FY 09-10 FY 10-11 FY 11-12 FY 12-13 FY 13-140

50,000

100,000

150,000

200,000

250,000

Total 911 Calls Handled and Resources Dispatched

198,335

EMS call volume has trended up(17.5% increase over the last 5

years) 5

EMS Calls

205,878

211,580

221,803

228,544

166,585

173,666

182,035

193,820

195,802

Fire & EMS

911 Call Volume Trends

Dallas’ population growth continues and high rise construction density will continue to place a strain on all public safety resources including 911 call handling

DFR continues to collaborate with CIS and Purchasing Departments along with a consultant for purchase of needed call handling software that will provide for more efficient dispatching of EMS resources

The goal of new software use is to keep Advanced Life Support (ALS) resources available to address high priority EMS calls (Heart Attacks, Strokes, Shootings, etc.)

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Technology ApplicationsAutomatic Vehicle Locators (AVLs)-

Vehicle tracking technology used to identify fire and EMS fleet units closest to reported emergency

Computer Aided Dispatch (CAD) software integrates with the AVL system to assist with emergency resource assignments

Display status boards-displays by color code the status of emergency fleet resources

Technology Applications

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Phone number identifier/mapping technology use provides Fire Dispatch Call Takers with names of individuals or businesses along with address locations for 911 callers

911 Caller information is also accessible to first responders on their fleet unit Mobile Data Computers (MDCs)

Locution is a station alerting system which announces 911 call related information over the fire station public address system

Questions?

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