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Connecting the Practice of Emergency Dispatch with the Communities it Services: Hypothesis Generation and Lessons Learned

Christopher Olola, PhD, Isabel Gardett, PhD, Greg Scott, MBA, EMD-QI, Alissa Wheeler, BA, Daniel Ashwood, PhD, Jennifer Hurst

Mar 14, 2020|Research Posters

The International Academies of Emergency Dispatch® (IAED™) exists with a mission to advance and support emergency dispatch professionals and match callers in need of emergency, health, and social services safely, quickly, and effectively with the most appropriate response. Therefore, IAED sets the highest possible standards for emergency dispatching worldwide through conducting research, creating protocols, designing training, offering professional development opportunities and certification for emergency dispatchers, and publications on the trade and science of emergency dispatch...

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Community-Engaged Research in Emergency Dispatch: Getting a 360° View

Alissa Wheeler, BA, Jennifer Hurst, Heather Darata, BS

Mar 26, 2019|Research Posters

The International Academies of Emergency Dispatch® (IAED™) is a nonprofit standard-setting organization promoting safe and effective emergency dispatch services worldwide. IAED supports first responder-related research, unified protocol application, and strengthening the emergency dispatch community through education, certification, and accreditation. As an organization that serves both emergency dispatchers and the public calling them for help, IAED's mission reflects a commitment to build strong relationships with both groups. To this end, IAED began cultivating a relationship with...

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Public Safety Communications Centers’ Benchmarking Survey

Doug Smith-Lee

Sep 19, 2022|AEDR 2022 Vol. 10 Issue 2|Original Research

Benchmarking for Public Safety Communication Centers (PSCCs) is relatively new. Recently, professional associations have been working on Key Performance Indicators (KPIs) to identify a number of performance metrics for call taking, dispatching, technology, quality assurance and administration. The goal of developing these KPIs is to provide fundamental metrics which are inherent in all PSCC work. Yet the standardization of PSCCs’ levels performance to these various KPIs is somewhat limited.

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