More 911 Centers Are Using Real-Time Data to Improve Performancejen
(The Journal of Emergency Dispatch, 2012)
By Jenifer Goodwin
Last year Thomas McEntee, general manager for American Medical Response (AMR) in Riverside, Calif., was looking for ways to improve response times in his service area, which encompasses some 5,500 square miles and just under 2 million people.
“When we started to drill down and look at each individual time interval and where there were opportunities for us to save a few seconds here or there, one area we decided to focus on was our communications center, and the part of the ambulance response that they owned,” McEntee said.
To accomplish that, McEntee began monitoring the performance of call-takers and dispatchers using technology from FirstWatch, an Encinitas, Calif.-based company that provides real-time data analysis for public safety agencies…