PowerPhone Launches First Integrated 911 Call Handling System

(Madison, CT – Aug. 2)  —   PowerPhone, Inc., a leading provider of 911 dispatcher training and technology, announces the general availability of a comprehensive program designed to help 911 PSAPs and other command and control operations improve call handling consistency while reducing agency liability and risk.

Named Total Response®, this new system combines PowerPhone’s leading core dispatcher certification training, with revamped protocol tools, integrated quality assurance, and for the first time, agency accreditation.

Total Response protocols are the next evolution of traditional emergency protocols and pre-arrival instructions. Previously, call-handling protocols were available only in single-service modules; police fire and emergency medical dispatch. 911 dispatchers often had to navigate three different products with many redundant procedures.  By design, Total Response presents protocols in a unique, integrated format to enable operators to ask the right questions and dispatch the appropriate resources regardless of the situation. Accompanied by a full content refresh, this new format also allows agencies to define and customize the protocols to their specific operating standards rather than the “one size fits all” approach of older systems. The new protocols are available in paper form or electronically as part of PowerPhone’s patented CACH® Computer Aided Call Handling application.

Total Response Agency Accreditation is a program to formally recognize the industry’s top performers and public safety leaders who are committed to raising the standard of care in their communities. Participants in agency accreditation receive agency-specific quality assurance guidance, enhanced liability protection, the ability to customize protocols to their local requirements, and ongoing support from PowerPhone’s trainers and subject matter experts. Agency accreditation is available now to qualifying agencies worldwide.

“In public safety, there has historically been a trade-off between adherence to protocols and common sense operator flexibility,” said PowerPhone CEO Chris Salafia.  “Total Response brings the best of both worlds to our clients with proven protocols, expert instruction and flexible guidance that empower operators to make the right decisions quickly and provide help when needed.  The result will be greater call handling consistency and an enhanced standard of care delivered to both callers and responders.”

PowerPhone will be unveiling Total Response at the APCO International Annual Conference in Houston, Texas from August 1st-4th.

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