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Sneak-peek at our office! #truckdispatch #dispatchservices …
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“Using the Pre‑Arrival Instructions helps us know that we are doing the right thing for everybody every single time.” — Marcy Kearns Quality Assurance Coordinator, REMSA Pre‑Arrival Instructions (PAIs) give Emergency Dispatchers the confidence to guide callers from start to finish—whether they have a medical background themselves or not. Backed by international validation, PAIs ensure every call follows a proven approach focused on delivering the best possible outcome. When you know the protocol
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🗣️ “I think everyone needs it. I really do—especially the new people coming in. They’re younger, they probably haven't dealt with anything like this before. I just find that it's going to be a very big help for them.” — MaryAnn King, Dispatcher Training Coordinator, North Adams Police Department Protocol 41: Caller in Crisis (1st Party Only) was created to help Emergency Dispatchers navigate one of the most difficult calls they can take—when a caller is in a mental health crisis. This specializ
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“Before Protocol 41, our dispatchers were wanting more.” Meghan Monaco, Quality Assurance Manager at Hendricks County Communications Center, remembers what it was like before her team had Protocol 41: Caller in Crisis (1st Party Only). When a person in crisis called in, Emergency Dispatchers often felt like they didn’t have enough tools to truly help. They wanted to do more — to say the right things, to guide the caller safely through the moment — but didn’t know how. Since implementing Protocol
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“How can we do it better? How can we do it safer? How can we ensure that the right resource is getting to the patient?” For REMSA Health, those questions drive every decision. As Adam Heinz, Chief Operating Officer at REMSA Health, explains, the Dispatch Review Committee plays a critical role in evaluating thousands of determinants each year—bringing together leadership and frontline perspectives to review real response data and ensure resources are sent intentionally and responsibly. This colla
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