One Number, One Protocol
Provide consistent, successful directives on ANY call with Total Response’s proven call-taking formula.
Total Response’s call-taking formula empowers call handlers to use journalistic tactics, guided by incident-specific questions, to respond to each call.
- Greater call-taking consistency
- Enhanced victim and responder safety
- Better evidence preservation
- Risk mitigation
PowerPhone applied 30 years in the emergency communications industry to the research and development of this patented “One Number, One Protocol” formula. We offer certification training for all Total Response users to ensure they access the full benefit of the system.
This call-taking approach is time-tested and proven effective for any crisis communication. Contact us to learn more.
How It Works: The Total Response Formula for Success
The call handler determines incident location (Where) and nature of the emergency (What). The objective is to establish basic call details and define a Chief Complaint. The Chief Complaint determines the protocol the call handler will use during the call; however, this protocol can be changed as more information is collected.
The call handler is presented with a series of incident-specific Primary Questions. The information gathered helps the dispatcher objectively determine:
- Do we need to go: yes or no?
- If so, what are the skills we need to send?
- At what response priority do we send them?
The range, number and order of Primary Questions are unique to each Chief Complaint.
The system generates an objective Dispatch Recommendation based on the scene conditions. This helps the dispatcher determine what specific skills are required at the scene and the immediacy of the response required.
As soon as a critical situation is identified, resources should be dispatched prior to other questions being asked. This gets help on the way, and the responding unit can be updated as more information becomes available.
The call handler elicits additional information that may be valuable to responders prior to arrival. Details such as previous history, hazards and other scene conditions provide responders en route with critical insights. The range, number and order of Secondary Questions are unique to each Chief Complaint.
The system encourages structured Pre-Arrival Instructions on any call for service. These instructions are actions the caller should and should not do in the interest of their safety or the safety of others, or to preserve evidence.
There are Pre-Arrival Instructions associated with every Chief Complaint. The Total Response solution formalizes this process to ensure the information and the standard of care is objective and consistent.
A standard Call Closure process ensures each call for service is completed appropriately. A checklist helps the call handler determine if the scene is secured and prepared for hand-off to responders. The call handler initiates Call Closure when no further assistance can be provided to the caller, or once responders have arrived on scene.