 The
Cypress Creek EMS Communications Center was originally established
as a non-profit joint venture of CCEMS and four area fire
departments in 1983. The Comm Center was purchased by CCEMS in
1996 in an effort to balance and manage capital improvements in the
Comm Center.
| The Comm Center
provides 911 emergency dispatch of fire and ambulance
services throughout our service area. With a staff of
specially trained EMTs, the Comm Center can process
emergency calls for help in an average of 16 seconds. |
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This process allows the
dispatcher to stay on the phone with the caller while another
dispatcher is sending help. While on the phone, the dispatcher
gathers information about the patient and provides instructions to
the caller until help arrives.
According to Frank
Marshall, Comm Center director, “We have made some major
improvements to our 9-1-1 response capabilities, and this investment
is showing up in the statistics. Upgrading our computer system
a while back added speed and reliability. Now, we’re
upgrading again to graphic user interface -- GUI -- and this
makes the old CAD system look like a DOS based program. This
new package is much more user friendly.”
| “So, what has all
this updating accomplished,” Frank asked. “The
most dramatic result has been the decrease in dispatch time
from 34 seconds to 14-15 seconds. In 1996, the
dispatch time was 1 minute and in 1999 it was below 18
seconds; that’s a huge difference. The new computer
programs certainly made an impact,” he continued, “but
so did a comprehensive training program.” |
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At the other end of the
9-1-1 calls are dispatchers with a minimum training of EMT along
with certification by the National Academy of Emergency Medical
Dispatch (NAEMD).
“We take a lot of
justifiable pride in the caliber of our dispatchers,” Marshall
said. “They are, after all, the first point of contact that
we have with the public and their reaction to a crisis call can very
well color the whole experience as well as make a difference in the
outcome of the call. These people have to be compassionate and
they have to be able to do several things -- listen, use the
computer and radio equipment and provide critical information to the
caller -- successfully, all at one time.”
Marshall explains that with
the improved computer programs and additional training efforts, the
dispatchers are able to have better control over the call, and they
now triage (prioritize) the calls and provide appropraite
pre-arrival instructions to all callers. The system is unique,
he says, in that it better determines the appropriate level of
response to a 9-1-1 call.
“We are satisfied that
the Comm Center buy-out has improved our ability to accomplish what
we’re here for -- provide the best possible response to calls for
emergency assistance. We are fortunate,” Marshall says,
“to have a Board of Directors that looks ahead and tends to act
rather than react.”
The next equipment upgrade
is likely to be the 13 year old dictaphone logger that records all
the 9-1-1 calls. Although the equipment still has some good
years left, Marshall says they will replace it before a failure or
probem forces action in an emergency scenario.
Y2K READY...
Marshall says that CCEMS,
like other businesses and organizations anticipating the Y2K
computer issues, has thoroughly assessed “every piece of
electronic equipment we use.”
“All of our computers
have been carefully gone over and any upgrades or modifications have
already been taken care of, tested and compliance confirmed, so we
are anticipating a smooth transition into the next century.”
The 9-1-1 system does not
rely on conventional dating, but uses a chronological progression
from “day 1.” Marshall says that Day 10,000 had some of
the same stigma and anxiety attached to it as does January 1, 2000,
and said that they came through this “event” without incident.
Each year, the comm center
handles between 18,000 to 20,000 calls within their approximate
geographical boundaries of the Harris County line to the north
(excluding Tomball), Jones Road to the west, Humble to the east, and
the City limits to the south.
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“We have invested
millions of dollars in the necessary hardware, equipment and
manpower training to make CCEMS one of the best providers of
quality emergency care in the nation,” Marshall
explained, “and we have a strong commitment to
continue to make the necessary investments in the years
ahead. |
I want to stress that we
could have the very best equipment in the world, but if we don’t
train on that equipment to take full advantage of the capabilities
that equipment makes possible, it would just be equipment...we’d
be nowhere without our people.”
The
MCV-1
In 1998, Cypress Creek EMS
purchased a Mobile Command Vehicle (MCV-1). In addition to an
on-board mobile repeater and a multitude of mobile and handheld
radios, this 12 ft. aluminum body step van is equipped with multiple
telephone lines, a computer data line, and a fax line. This
vehicle is a full-functioning back-up to the Comm Center.
Additionally, MCV-1
is dispatched to multi-alarm fires, natural disasters (such as when
a tornado touched down in October 1998), and special events (the
Texas Crawfish Festival in Old Town Spring and The Tour Championship
Golf Tournament).
“From MCV-1, we can
coordinate all activities during an incident,” Marshall said,
“including triage, treatment and transportation for injuries as
well as fire and rescue operations. We have this sophisticated
equipment because our Board of Directors recognizes what it
takes to fulfill our total responsibility to this community.
We are not just an ambulance service.”
Where do we go from
here?
Emergency calls are rising
at an incredible rate. Through an efficient use of
computerized resources, CCEMS will continue to appropriate capital
expenditures for upgrading communications and computer
equipment. Toward the end of this year and into 2000, the Comm
Center facility will undergo some renovation to add four call taker
positions Marshall explains are necessary because of the increase in
phone calls...both emergency and non-emergency.
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In addition, there
are a number of upgrades they’re looking at through next
year. “We want onboard status capability for
ambulances and fire equipment to be able update us on the
status of aparatus in the field as well as automatic vehicle
location tracking. These will help minimize radio
traffic, make us more efficient and more accurate in status
reporting and coordination.” |
“Looking forward a few
more years,” Frank said, “I would expect us to be as successful
in our long-range plans for the next decade as we have been so
far.”
“We have the support of
our Board, we have an incredible team of highly trained and willing
volunteers, we have strong managment, and we are fortunate enough to
serve a community that has high expectations and regard for its
emergency services, and that’s a pretty good place to
start.”
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