Initial Caller Screening EMS Subject Matter Expert Tip Dispatch During mass medical surge, some initial caller screening Initial Caller Screening ("Controller") may be performed through use of prerecorded messages These individuals are the first to speak played while a caller is waiting. Such messages should be with a caller. They authenticate the developed in coordination with your healthcare coalition call and determine if it should be (to assure situational awareness) and be approved by the routed to a trained medical chief medical officer for the event (Public Health) and the dispatcher. During an emergency, EMS medical director. these initial screeners can also Your coalition can determine when the message should provide callers with basic information, be played. One option is to present a recorded message such as the status of the EMS system when the initial call taker forwards nonemergent calls to (e.g., ambulances may be delayed), the dispatcher. This message will support efficient queue locations of outpatient treatment and management and maximize the availability of EMD alternate care centers, or websites trained communicators for urgent patients. containing basic care and treatment information. Initial caller screening can be conducted by substitute personnel with appropriate protocols, training, and supervision. Possible sources of substitute personnel include former dispatchers and retired dispatch personnel. EMS SMEs recommended against using volunteers without prior dispatch experience or without the ability to be trained and practice that training on a routine basis in a dispatch setting. JIT training for medical surge dispatchers is not recommended. Dispatch EMS dispatchers should be emergency medical dispatchers with the necessary training or medical expertise to determine the acuity of the caller's medical condition, dispatch appropriate EMS resources, and provide pre-arrival medical advice. (37) Individuals must be comfortable with day-to-day dispatch operations such that they can more easily adapt to the protocol changes required for an expansion of tiered dispatch. Training EMDs requires time and funding. Training EMDs only to serve during a disaster is likely infeasible for most communities. Communities should instead consider ways to maximize the capacity of existing trained dispatchers by Assuring nonemergent calls are appropriately directed to others who can provide medical advice and referral. Arranging alternate resources outside of the standard EMS response system.
EMS Subject Matter Expert Tip During mass medical surge, some initial caller screening may be performed through use of prerecorded messages played while a caller is waiting. Such messages should be developed in coordination with your healthcare coalition (to assure situational awareness) and be approved by the chief medical officer for the event (Public Health) and the EMS medical director. Your coalition can determine when the message should be played. One option is to present a recorded message when the initial call taker forwards nonemergent calls to the dispatcher. This message will support efficient queue management and maximize the availability of EMD trained communicators for urgent patients. Initial Caller Screening Dispatch Initial Caller Screening ("Controller") These individuals are the first to speak with a caller. They authenticate the call and determine if it should be routed to a trained medical dispatcher. During an emergency, these initial screeners can also provide callers with basic information, such as the status of the EMS system (e.g., ambulances may be delayed), locations of outpatient treatment and alternate care centers, or websites containing basic care and treatment information. Initial caller screening can be conducted by substitute personnel with appropriate protocols, training, and supervision. Possible sources of substitute personnel include former dispatchers and retired dispatch personnel. EMS SMEs recommended against using volunteers without prior dispatch experience or without the ability to be trained and practice that training on a routine basis in a dispatch setting. JIT training for medical surge dispatchers is not recommended. Dispatch EMS dispatchers should be emergency medical dispatchers with the necessary training or medical expertise to determine the acuity of the caller's medical condition, dispatch appropriate EMS resources, and provide pre-arrival medical advice. (37) Individuals must be comfortable with day-to-day dispatch operations such that they can more easily adapt to the protocol changes required for an expansion of tiered dispatch. Training EMDs requires time and funding. Training EMDs only to serve during a disaster is likely infeasible for most communities. Communities should instead consider ways to maximize the capacity of existing trained dispatchers by Assuring nonemergent calls are appropriately directed to others who can provide medical advice and referral. Arranging alternate resources outside of the standard EMS response system.
ExpandingEMSSystem_171113.docx