Technology to Dispatch

White Paper by Steven D. Rivas, PMI-RMP®

E x e c u t i ve S u m m a r y

Public safety communications has undergone a transformation of technology

within the past fifteen years that has helped save lives and property in ways never
before imagined.

Often overlooked in the scope of technology advancements – is the training,

standard operating procedures and/or protocols used by call takers and
dispatchers. This white paper examines the impact of technology on public safety
communications with recommendations for ensuring a comprehensive training
and quality assurance program to improve performance and mitigate potential
pitfalls in the operational workflow.

Methodology

This white paper is based on incremental data elements from Computer Aided
Dispatch (CAD) system actions as initiated by staff in conjunction with other
technology used for processing emergency calls including radio, fire alerting
systems and dispatch protocols.

Table of Contents

1. Introduction
2. Evolution of Technology
3. Training and Implementation
4. Impact of Technology on Call Takers and Dispatchers
5. Case Study: New Building, New Equipment – New Job?
6. Recommendations