911 implements Priority Dispatch System
The Minneapolis Emergency Communications Center has recently implemented the Priority Dispatch System™—new call handling protocols for all police and fire calls designed to better serve Minneapolis residents and first responders.
The International Academies of Emergency Dispatch (IAED) developed the protocols with input from many national and international police associations. The protocols are a proven emergency call tracking system that provide a structured, incident-focused process for gathering key information, prioritizing situations and delivering effective instructions to call.
They ensure every Minneapolis 911 dispatcher provides the same level of service to every caller and gathers information most needed by first responders to ensure public safety. The goal is to use the new dispatch tool to make sure dispatchers are asking the right questions at the right time to gather the right information needed for each incident.
All of the City’s 911 dispatchers have received 48 hours of training with the protocols and have been certified by the IAED in both police and fire disciplines. The dispatchers will need to continue with education and training to maintain their accreditation, which is now a minimum requirement for employment as a Minneapolis 911 dispatcher. Thirty-six hours of continued education is required every two years.
Proactive quality improvement (QI) benchmarks are an important part of the newly implemented Priority Dispatch System, allowing communications centers to assess the quality of the care they are providing their communities and make positive adjustments to training and staff in response to these assessments.
What to expect when you call 911
1. When you call 911, you’ll hear:
1. “What’s the address of the emergency?”
2. “Repeat the address for verification.”
3. “Tell me exactly what happened.”
2. The call taker will:
1. Send help while gathering information for responders
2. Provide life-saving instructions, if applicable, to you
3. Remain on the line with you until help arrives, if necessary
Overview of the Minneapolis Emergency Communications Center
On average, there are over 1,000 police, fire and ambulance responses per day. Police calls are handled in order of urgency. Threats to life or property are handled first, followed by those calls where the situation is more stable. This may result in incidents like music complaints having to wait, while crimes like robberies and assaults are dealt with.
Minneapolis 911 is proud to serve the citizens of Minneapolis. We are proud of how we do it. Most 911 calls are answered in less than 10 seconds. Answering 911 lines is everyone’s prime directive at Minneapolis 911.
Minneapolis 911 staff also actively work to educate the public about what we do. Our public education staff are available to attend block parties and community meetings to address questions and concerns about 911 service. Please feel free to email 911 Community Outreach Supervisor Maureen Bowman for questions or requests to attend community meetings. Callers with questions or concerns about specific 911 calls or service should request to speak to the on-duty 911 supervisor; call at 612-348-2345 and ask for a supervisor.
The Minneapolis 911 Center was recognized by the MN Chapter of APCO for their outstanding efforts during a number of events in 2014. One particular incident recognized a Minneapolis dispatcher's extensive knowledge of our city, which helped save the life of a man when his legs were severed by a train in an accident in early 2014. The dispatcher’s familiarity with the area helped guide responding officers who were able to apply tourniquets until paramedic help arrived. Minneapolis dispatchers perform this kind of effort everyday working to assist Minneapolis residents and visitors when they need 911 help.
Last updated Oct 31, 2017