The Need for 911 Research and Its Impact on Operations

Over 25 years ago I started my first 911 center job in a large urban system in California. Our communication center was a secondary Public Safety Answering Point (PSAP), and as such, all 911 callers reporting a medical or fire emergency were transferred to our center from the 911 calltakers in the primary PSAP agency. With the rather auspicious title of System Status Controller, my primary role was to direct the dispatching and deployment of paramedic ambulances in the system. Most importantly, I was tasked with tracking the unit response time of every paramedic vehicle dispatched to each...

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