Emergency call taking and dispatch performance: targeting what matters most

Master of EducationEffective communication is one of the most crucial elements in responding to emergency incidents. Emergency service organizations (ESOs), such as police, fire, ambulance and rescue rely on effective communications, from when a call for assistance is received through to requiring back up resources or other assistance at the scene of incidents. The speed of taking an emergency call, eliciting relevant information from the caller, relaying incident information to the appropriate emergency service and subsequently dispatching ESO resources contributes to the efficiency of the overall incident response. The judgement and decision making of the operator, accuracy and relevance of information gained from the caller and information passed between different ESOs is crucial for the dispatch of appropriate resources and often for the safety of emergency services personnel and the public. (From introduction