Expertise

When an incident occurs, our dispatcher has to quickly figure out the nature and urgency of the incident, dispatch the appropriate response, and remain calm while giving the customer instructions for what to do until the first responders arrive. It’s a fast-paced job with no room for error. Therefore, dispatchers must have proper experience and possess excellent communication skills.

Experience

Our dispatchers are trained emergency medical and police dispatchers. When there is an emergency, rest assured that our dispatchers will be calm under pressure, properly assess your situation, and act in your best interest to bring the situation to a successful outcome, guided by your specific instructions for how you want situations handled. They have experience working with urgent care centers, clinics, hospitals, police and fire stations, and ambulance units.

Communication

You need an experienced, well-trained agent with excellent voice quality—someone who can speak clearly and confidently. They need to be easy to understand, polite, and calm. Our dispatchers must be well-trained to understand police and medical terms and know how to handle emergencies. And they are screened for excellent listening and speaking skills. At times, they must speak with authority and persuasion to achieve the outcomes needed on your behalf. In all types of emergencies, our dispatchers will remain calm, helpful, and empathetic.

Immediacy

Real-time information about you and your situation is provided to our dispatchers: video & audio, global positioning system (GPS) longitude and latitude, entry event beginning & ending time, and accompanying information about deterrent events - GPS coordinates & picture data. Any new information generated from your device will be sent to them if new developments occur after they begin handling your case. They use only the most updated information to take action on your behalf.

HIPAA-Compliant

We manage customers’ information with complete accuracy and care, handle all incidents with professionalism, and utilize HIPAA-compliant systems. Generally, that means, we (i) ensure the confidentiality, integrity, and availability of all electronic protected health information (e-PHI) created, received, maintained or transmitted; (ii) identify and protect against reasonably anticipated threats to the security or integrity of the information; (iii) protect against reasonably anticipated, impermissible uses or disclosures; and (iv) ensure compliance by our workforce. All of our dispatchers are required to participate in HIPAA training programs and are annually recertified.