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Metro Nashville Emergency Communications Center

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Metro Nashville Emergency Communications Center

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    1. Metro Nashville Emergency Communications Center A Community Guide to 9-1-1

    2. “One Stop Shopping” The Metro Nashville Emergency Communications Center (ECC) was created in August 2002 for the purpose of consolidating and streamlining services.

    3. How We Do It The Emergency Communications Center uses the latest technology to receive and process approximately 3000 calls per day. The following are some of the systems used by the ECC: CAD (Motorola Computer Aided Dispatch) – used for call taking and dispatching, AVL mapping. MGU (Motorola Geofile Utility) – mapping utilities. MDC (Motorola Premier MDC) – used by Metro Police Department’s mobile data computers for dispatch and State and NCIC data retrieval. AVL (Automatic Vehicle Locator) – used by both Metro Fire and Police. Fire dept units are dispatched geographically while Police utilize the playback software for historical tracking purposes. VESTA PLANT telephone system – used on all work stations. UDT (Universal Data Transfer) – sends CAD data to different entities or statistical reporting, FD billing and records management.

    4. When Should You Call 9-1-1? 9-1-1 should only be used when there is a life-threatening emergency. This could be medical, fire or police. If there is any danger to someone’s life or situation where the person causing the problem is still around, call 9-1-1. It is best in all medical situations to use 9-1-1.

    5. Anatomy of a 911 Call – Why did I receive a recording? The 9-1-1 system works on an automatic call distribution (ACD) environment. This means that 9-1-1 calls always take priority over non-emergency calls and that the call is sent to the first available call-taker. If all call-takers are on other calls, you will receive the recording letting you know you did reach 9-1-1 and to stay on the line. If you hang up, the call will remain in the queue to be answered and the call-taker will still have to call back to determine what’s wrong.

    6. Problems with Call Spikes and 9-1-1 Hang ups From time to time, several major incidents (i.e. highly visible structure fires, serious wrecks on the interstate/major thoroughfare, shootings, etc.) occur in Davidson County at the same time. Call spikes overwhelm the 9-1-1 system for a short period of time and often produce a high percentage of hang-ups due to callers receiving a recording.

    7. What’s With All the Questions The call-takers ask questions based on protocols that help determine what’s wrong and how many responders need to go. The questions that are asked are to protect the public and the first responders. While call-takers are questioning you, they are also entering the information for the dispatcher who is actually the one sending the first responders to you.

    8. Medical Emergency Calls In the case of medical calls, call-takers ask very specific questions that allow them to provide pre-arrival instructions, like talking you through CPR, that may help save a life until the first responders arrive.

    9. What is a 8600 Call? “862-8600 is used for non-emergency situations.” This can be anything other than a life-threatening situation. Use this number when your car has been broken into but the perpetrator has fled, an accident where no one is hurt, or for general questions.

    10. Inside View of 9-1-1 Operations The Emergency Communications Center is the heart of the public safety system for Nashville and Davidson County. The center operates 24-hours a day, seven days a week and is responsible for answering 9-1-1 and non-emergency phone lines. Communications personnel also dispatch Police, Fire and Emergency Medical Services to the citizens of Nashville.

    11. 9-1-1 Operations Center: Getting you help when you need it

    12. The call taker console contains three computer monitors:

    13. Police Dispatch

    15. Fire Dispatch

    16. Fire Dispatch Console

    17. ECC Call Volume at a Glance

    18. Tell Us How We’re Doing The Quality Assurance program aims to provide information regarding our overall performance to include but not limited to the following: the overall competency of employees. the call-taker’s attitude and behavior toward citizens and first responders. assisting in determining community and first responder concerns. promote recommendations and suggestions for improvements.

    19. ECC Contact Information On the web: www.nashville.gov/ecc Administrative Offices: 401-6320 Quality Assurance: 401-6222

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