Dispatch Response Update Procedures

Complete and accurate documentation has long been recognized by Emergency Service Organizations (ESO) as an important part providing response to critical incidents.  Any verbal communication regarding an event from the time a request for service is received through scene operations could be crucial to defend the ESO’s actions.  This makes the ability to capture, store and retrieve and create a timeline of verbal communications extremely important. 

During a recent survey, VFIS determined your agency relies on a seven digit phone line to receive emergency calls for service within the Community.  Following the service request, your agency relies on a person(s) to physically pull an alarm station outside the firehouse to alert members to respond.   While this process is adequate to provide the response, it fails to memorialize the event or document a timeline which may be critical to defend your organization.

Questions regarding services requested, patient/scene conditions and times would have to be answered very subjectively, without the proof that recorded communication could provide. 

VFIS strongly recommends that your agencies dispatch procedures meet the following objectives to help reduce these exposures:

• All incoming requests for emergency service are recorded and time stamped.
• Verbal telecommunication related to services requested, patient/scene conditions and times are memorialized.
• Technology should be utilized as a means of removing delays associated with a call taker responding to the station to pull an alarm notifying fellow members to respond.
• Your organization is encouraged to explore the use of a third party 9-1-1 dispatching service which can provide these services and minimize the potential exposure of litigation based upon the current dispatch and response procedures.