Dispatch Staff

The Pro EMS Communications Center operates 24/7 and is staffed by Emergency Medical Dispatchers (EMDs), many of whom are EMTs and Paramedics.

All dispatchers are trained and certified by the National Academies of Emergency Dispatch (NAED) and utilize the Medical Priority Dispatch System (MPDS) to process incoming telephone requests for emergency medical services.

dispatch staffMPDS is an internationally recognized, physician approved, precise, systematic protocol for triaging and assigning appropriate resources to calls for medical emergencies.

ProQA Priority Dispatch System Software helps dispatchers move smoothly and efficiently while interrogating callers, simultaneously providing dispatchers with scripts for Pre-Arrival and Post-Dispatch Instructions and relaying important incident details to responding crews. ProQA software integration with the CAD means all dispatcher decisions, including initial triage and resource assignment, are recorded and available for quality assurance review. Within seconds of answering a call for assistance dispatchers use their EMD training, MPDS and ProQA to do the following:

  • Identify the type of emergency and assign the appropriate response
  • Deliver life-saving, pre-arrival instructions (CPR, Choking, Childbirth, etc.) to
    callers
  • Collect and deliver post-dispatch information to callers and responders
  • Assure the safety of patients, bystanders and responders

Dispatchers receive ongoing Continuing Dispatch Education (CDE) courses and training as required by the NAED. Certification through a national accrediting agency, such as NAED, gives us an unbiased, objective, measurable process for determining and validating the competency of our Communications Center Staff. Dispatcher performance is routinely evaluated as part of the Communications Center CQI Program. AQUA Phoenix Quality Assurance Software is used to measure and analyze each dispatcher’s performance throughout the entire emergency dispatch process for consistency, efficacy, compliance with NAED dispatch standards and customer service.