Metro Nashville Emergency Communications Center A Community

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Metro Nashville Emergency Communications Center

• A Community Guide to 9-1-1

POLICE
MEDICAL
FIRE
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One Stop Shopping

• The Metro Nashville Emergency Communications
  Center (ECC) was created in August 2002 for the
  purpose of consolidating and streamlining
  services.

This means the call-taker who answers
the phone can process any type of emergency call
police, fire or medical. This includes the
delivery of pre-arrival instructions on medical
calls.
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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
  Departments 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.

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When Should YouCall 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 someones 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.

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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 whats wrong.

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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.

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Whats With All the Questions

• The call-takers ask questions based on protocols
  that help determine whats 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.

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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.

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What is a 8600Call?

• 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.

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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.

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9-1-1 Operations Center Getting you help when
you need it
This is a call taker position where all
non-emergency (862-8600) and 9-1-1 calls are
answered.
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The call taker console contains three computer
monitors
Screen 1 This monitor is an advanced phone
system that allows the call taker to view whos
calling and from where they are calling, as well
as the ability to obtain frequent numbers
called. Screen 2 This monitor allows the call
taker to enter in calls for service for police,
fire, medical and Office of Emergency Management
responses. The call taker can also view all
pending and active calls for all of Davidson
County. Screen 3 This monitor displays a
Davidson County map that shows all pending and
active calls in relation to geographical
locations.
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Police Dispatch
This is a police dispatching console that allows
dispatchers to track pending and active calls, as
well as police resources such as patrol officers,
K9 units, and aviation.
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In addition to the phone, CAD and map monitors,
police dispatchers also utilize
Screen 1 This screen displays police unit
dispatch status. It shows which patrol officer
is dispatched to a call for service. It lets the
dispatcher know how long the officer has been
dispatched on the call, enroute to the call and
when arrived on the call. Screen 2 This screen
allows police dispatchers to run drivers
licenses, driving history, vehicle tags, handicap
placards and query Davidson County
vehicles. Screen 3 This screen displays an
advanced radio system that allows dispatchers to
dispatch police within different sectors of
Davidson County. Dispatchers have the capability
of dispatching in one sector or multiple sectors
at one time.
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Fire Dispatch
This is a fire dispatching console.
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Fire Dispatch Console
Screen 1 This screen allows fire dispatchers to
open any Nashville fire hall to dispatch fire or
EMS. This system is referred to as the
MOSCAD. Screen 2 This is a fire department
status screen that shows what tactical operating
channels are in use for major incidents, which
hospitals are on diversion, which fire vehicle
resources are available and which radio channel
has a specific call assigned to it. Screen
3 This is a status screen of all fire apparatus
and medical units. It shows how long an
ambulance has been enroute to a call, arrived on
a call and enroute to the hospital. Screen
4 This screen is an advanced radio system that
allows fire dispatchers to select one or multiple
fire radio channels in order to dispatch calls.
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ECC Call Volume at a Glance
Over the past six years, the ECC has seen a
steady increase in 9-1-1 calls. A slight
decrease in 8600 calls has been noted over the
same time period.
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Tell Us How Were 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-takers attitude and behavior toward
  citizens and first responders.
• assisting in determining community and first
  responder concerns.
• promote recommendations and suggestions for
  improvements.

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ECC ContactInformation

• On the web www.nashville.gov/ecc
• Administrative Offices 401-6320
• Quality Assurance 401-6222