Operational Workflow

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

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

All size and all shapes – that’s the best way to describe public safety
communication centers throughout North America. These so-called Public Safety
Answering Points or PSAPs are could be manned by one, two or a group of
dispatcher or a mix of call takers and dispatchers.

This white paper examines the operational workflow of communication centers.

Methodology

Travel to a number of communication centers along with interviews and thorough

reviews on various concept of operations was initiated to examine workflow
components.

Table of Contents

1. Introduction
2. Low Staffing of Centers
3. Dispatcher Only
4. Call Taker and Dispatcher Combination
5. Protocols and Standard Operating Procedures (SOPs)
6. Technology – CAD, Radio, Phone
7. Case Study: Vertical Dispatching
8. Case Study: Multi-Path Call Taking to Dispatch
9. Case Study: Cross-Trained – Answer to Dispatch
10. Recommendations