5 Emergency Call Center Best Practices

Emergency call centers play a critical role in public safety, often serving as the first point of contact during life-threatening emergencies. Their role is key in coordinating responses that safeguard lives, protect property, and maintain community safety. To keep emergency call centers functioning at their best, it’s important to follow a few best practices, which include everything from following structured protocols to providing stress relief opportunities for your Emergency Dispatchers. 

Want to learn more? Here are five emergency call center best practices to keep your call center functioning at its top shape. 

1.    Use Proven Protocols for Every Call

Structured Emergency Dispatch protocols form the foundation of any effective call center. The International Academies of Emergency Dispatch® (IAED™) is the only organization that offers science-backed protocols, developed through rigorous research and testing. These protocols ensure that every emergency is approached with consistency and reliability. That means your community will receive the same care whether their call is answered by a seasoned veteran or a new dispatcher.

To receive access to these protocols, don’t forget to schedule a demo of ProQA®, the only software licensed to use the IAED’s protocols. 

2.    Train and Certify Dispatchers 

Even the best protocols are only as effective as the dispatchers who use them. Comprehensive training equips dispatchers with the necessary skills to apply these protocols in real-world scenarios. Certification through the IAED ensures that dispatchers understand the protocols thoroughly and are prepared to act with confidence in high-pressure situations.
 Ongoing education is equally important. Regular recertifications keep dispatchers up-to-date with the latest advancements in emergency response techniques and protocols. This commitment to continuous learning helps dispatchers achieve and maintain exceptional care standards. 

3.    Invest in Quality Assurance 

Structured protocols not only guide emergency responses but also allow for systematic quality assurance. Call centers can invest in quality assurance tools such as QPR® and AQUA® in order to evaluate and refine their performance continuously. 
 By reviewing call data, centers can identify areas for improvement, celebrate successes, and ensure compliance with established protocols. This feedback loop fosters a culture of excellence and accountability, giving your quality assurance units a leg up. 

4.    Make Adjustments for Your Locality 

No two jurisdictions are exactly alike. The resources, needs, and challenges of your community are unique, and your Emergency Communications Center should reflect that. During the rigorous implementation process, each protocol needs to be configured to fit your jurisdiction’s unique needs and resources. This customization ensures that your Emergency Communication Center is set up for success, providing the best possible service to your community. 

5.    Provide Stress Relief for Emergency Dispatchers 

Working as an emergency dispatcher is both demanding and emotionally taxing. A national survey highlighted in the AEDR Journal revealed a 69% risk of mental health conditions among dispatchers, underscoring the need for comprehensive stress management strategies.

That’s why the IAED created Protocol 41: Caller in Crisis (1st Party Only). This important protocol offers dispatchers essential emotional regulation skills, helping them manage the intense pressure of their roles. It also provides the necessary training dispatchers need to de-escalate emotional callers and handle these mentally taxing calls. 

The Bottom Line 

Making sure your Emergency Call Center is operating at its top capacity requires implementing several best practices. These include using proven protocols, training and certifying dispatchers, investing in quality assurance, making adjustments for your locality, and providing stress relief for your emergency dispatchers. By following these practices, you prepare your dispatchers to handle every call with confidence and keep your communities safe.