Call Processing

The Computer-Aided Dispatch (CAD) system interfaces with the E911 system to display locations on a computerized map. This has reduced dispatch time from two and a half minutes to 30 seconds. This valuable time can make a major difference in saving lives. The CAD system allows the dispatcher to access a Geographical Information System (GIS) which provides maps, resources, histories of previous events, and the storage of hazardous materials at a specific address.

The telecommunicator must always verify location information regardless of what type of phone is being used and what is displayed on the screen, to ensure help is being sent to the proper location. When reporting an emergency it is imperative to know where you are and the phone number you are calling from.

In recent years, wireless phone usage has increased in leaps and bounds. Over 80% of the 911 calls that come into the Dauphin County PSAP originate from cellular phones.

Dauphin County Emergency Communications Center (ECC) utilizes the internationally recognized call interrogation tool created by the International Academy of Emergency Dispatch (IAED), to allow trained and certified telecommunicators to provide the same high standard of service through questions and answers, potentially life-saving instructions, and response recommendations, regardless of when the call is received or who receives it.& This enables the telecommunicator to become the "first first responder" by providing initial care even before personnel arrive on scene.

The IAED recognizes centers who routinely display outstanding protocol compliance by awarding the Accredited Center of Excellence (ACE).  Achieving an ACE recognition demonstrates the commitment of the telecommunicators to providing the best possible level of care at all times. Dauphin County EMA has been an ACE for medical since 2000, and the very first ACE for fire in the world since 2004.