Effective: 12-27-24
Supersedes: 06-22-20
Purpose: To ensure clear, consistent radio communication between Field Units and the Communication Center and timely out of chute times to responses.
Policy: All requests for service will be dispatched as expeditiously as possible based on available resources, call priority and scheduled pick-up time. Team members are required to be professional at all times when transmitting on Brewster and EasCare Ambulance Service radio frequencies and initiate a response to all assignments in a timely manner.
Procedure: All personnel must use precise language and refrain from word or voice inflections that reflect irritation, frustration or sarcasm when transmitting on any Brewster or EasCare Ambulance Service, CMED, or other public safety radio frequency. When assigned to a response, field crews must initiate a response in a timely manner and notify the dispatcher immediately of any issues that may impede or otherwise delay their response.
Units responding to an incident in which there is a known or suspected hazard (fire, hazmat, potentially violent patient, etc) will be advised of all pertinent information and advised the status of appropriate police or fire response as well.
Standard Dispatch Format / Non- Emergent Transmissions
Dispatch: “Operations calling Brewster [unit number]”
Field: “Brewster [unit number]”
Dispatch: “Brewster [unit number] head to [facility/address] for a [time of pickup/ready on arrival pick
up, [facility/address] [floor/unit/apt] [patient name] [transport to] [equipment needed]”. [Dispatch time]
Field: “Brewster [unit number] en route [repeat pick up address and pick up time]
Emergency Dispatch Format
Upon population of the call to the board,
· Assign the call to the appropriate unit(s)
· If the unit is on the air, proceed immediately to dispatch.
· If the unit is not on the air (20:00-07:00), contact the appropriate base by phone or overhead tone (if so equipped)
· Ask the appropriate unit to sign on.
· Obtain the ID of the unit you are speaking with.
· If your initial call is not answered, inform the Communications Supervisor to follow up with crew by cell phone. In the meantime, notify another available unit.
“Attention [(if applicable) municipal fire and] [Unit]; Respond to [Address] for the [Chief Complaint]” Repeat over the appropriate channel [Dispatch Time]
The unit will remain ASSIGNED in the CAD
Once the unit signs on the air, the crew MUST repeat the address they are responding to. If they do not, they must be queried on the air. Only then should they be shown “en route”
Out of Chute Times
Out of Chute time is defined as the interval from when a unit is “Assigned” a call by Communications and the time the unit calls themselves “En Route” on the air. A unit should not be placed en route before calling on the air. Crews should only sign on when in the responding vehicle and moving towards a call. Units will be shown en route only when the crew calls en route from the Vehicle Radio thereby utilizing the Radio I.D. system and providing a verifiable process. The GPS and Video Systems will be used as backup confirmation devices.
· Units that are out of quarters and “on-air” at time of Dispatch are expected to respond immediately regardless of call priority.
· Units that are in quarters when dispatched to an emergent call should be “en route” within 60 seconds.
· Units assigned to a non-emergent call should be “en route” within 90 seconds.
If these standards are not met, the Dispatcher should take the following actions:
· Status check the unit on the air. Be sure to utilize the miscellaneous time stamp “Status Check” in the CAD
· If the unit does not respond to the status check, Dispatch a second unit to the call in the case of an emergency.
· Notify Communications Supervisor.
· Communications Supervisor: Attempt to reach crew via other means.
· Notify appropriate Field Supervisor. Be sure to utilize the miscellaneous time stamp, “Field Supv. Investigating”
· Communications Supervisor: Note delay in Shift Report
Posting: System Status Management (SSM) or “street corner posting” refers to a strategy where units are strategically positioned based on historical call demand or scheduled call volume aimed at minimizing response time and travel delays by placing units where they are likely to be needed in advance.
Street corner posting utilizing the system status management plan will be allowed between the hours of 06:00-20:00. After 20:00, the posting locations will revert back to the physical locations controlled by the company.
Unit Status Changes
Field units are responsible for notifying the Communication center of all status changes as they occur.
En Route: The unit has acknowledged the response and the crew is physically in the vehicle and headed toward the dispatched location.
On Scene: When arriving on scene at the assigned incident / pick-up location, the unit will use the phrase “On Scene” (e.g. “Operations, Brewster A-123 ON SCENE”).
Transporting: When commencing transport, the unit will advise the dispatcher of the number of patients (if more than one), transport priority, and destination. When an ALS unit is transporting, it is assumed it is at the ALS level of care unless they inform the dispatcher they are transporting at the BLS level only, which should then be noted in the call notes.
(e.g. “Operations, Brewster A-123: TRANSPORTING two Patients, Priority 3 to the Brigham and Women’s Hospital)
At Destination: When a transporting unit arrives at the destination, the Dispatcher will be advised and the CAD will be updated. (e.g. “Operations, Brewster A-246: AT DESTINATION-SOUTH SHORE Hospital”)
Clear: When a unit clears an incident, they should promptly notify the dispatcher of their availability. (e.g. “Operations, Brewster A-421 is CLEAR”). Units clearing an incident which did not result in a patient transport shall also note the disposition of call and reason for no transport. (e.g. “Operations, Brewster A-421—CLEAR with a signed patient refusal”.)