OnStar launches IAED Fire and Police Protocols

FOR IMMEDIATE RELEASE

April 13, 2023

OnStar Emergency Advisors are Certified and Ready to Assist Callers with IAED Police and Fire Protocols in Priority Dispatch’s ProQA Software

Charlotte, NC, USA, and Oshawa, Ontario, Canada – Earlier this week, GM’s OnStar Emergency Advisors completed training and certification in emergency Police and Fire Protocols according to the exacting standards of the International Academies of Emergency Dispatch® (IAED™). This makes GM’s OnStar one of a select few private sector companies to receive certifications in fire, police and medical emergencies; equipping OnStar Emergency Advisors with tools to help OnStar members until first responders are on the scene.

In 2010, OnStar went live with Priority Dispatch’s calltaking software, ProQA® Paramount, and OnStar Emergency Advisors have been using the IAED Medical Protocols to gather crucial information to ensure first responders can be dispatched and work with callers through important pre-arrival steps and life-saving instructions for critical medical situations.

Now OnStar Emergency Advisors have specific Police Protocols to help callers through robberies, harassment, stalking, abduction — or even active shooter situations. Fire protocols mean OnStar Emergency Advisors are trained to give instructions for a backcountry rescue emergency, give survival instructions to a caller trapped in a vehicle in floodwater, or assist with instructions for a caller trapped in a structure fire.

“We’ve expanded OnStar support outside of the vehicle through the introduction of the OnStar Guardian app and the OnStar Guardian skill for Amazon Alexa,” said Mike Devereux, vice president of OnStar Safety and Connectivity at GM. “These new channels introduce new situations that will require the need for emergency police, fire, and medical assistance; and we want to make sure our OnStar Emergency Advisors are properly trained to support both our members and public safety agencies.”

“OnStar Emergency Advisors are very well-trained,” said Pam Stewart, Senior Director of Operations for the IAED. “Two have even been recipients of the IAED Dispatcher of the Year (DOY) Award at our NAVIGATOR conference, which is happening next week in Denver. Last year at Nashville’s NAVIGATOR we recognized OnStar for recertifying as an Accredited Center of Excellence (ACE) in Medical, again. This is a tremendous achievement. They became an ACE in 2013 and have such a high level of dedication from leaders and calltakers that they’ve remained accredited ever since.”

Brian Dale, President of Priority Dispatch, said, “Because it’s based on proven IAED protocols, ProQA software helps Advisors give their highest level of service every time they answer a call, and is even proven to help lower their anxiety. Our proactive, strengths-based Quality Management System helps OnStar assess the quality of care being provided and make positive adjustments to training and staff to meet their high standards.”

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NAVIGATOR April 18-20, 2023 Denver, CO

Dispatcher of the Year Details

2014: OnStar Emergency Advisor Bryan Anta

Bryan took a call where the asthmatic on the other line was having an attack and couldn’t speak. He quickly thought to have the caller honk the horn once for yes, twice for no, to answer necessary questions. He instructed the caller to unlock the doors, and first responders arrived to help as she was passing in and out of consciousness.

2016: OnStar Emergency Advisor Letisha Ghanbari

Letisha took a call where a father was driving with his daughter in the backseat, ready to give birth, miles from help. Letisha was able to get the father to pull over and get in the backseat to help with the delivery. When he couldn’t find any kind of string or shoelace to tie off the umbilical cord, Letisha had him improvise with a phone charger cord for a successful delivery.

About General Motors

General Motors (NYSE:GM) is a global company focused on advancing an all-electric future that is inclusive and accessible to all. At the heart of this strategy is the Ultium battery platform, which powers everything from massmarket to high-performance vehicles. General Motors, its subsidiaries and its joint venture entities sell vehicles under the Chevrolet, Buick, GMC, Cadillac, Baojun and Wuling brands. More information on the company and its subsidiaries, including OnStar, a global leader in vehicle safety and security services, can be found at https://www.gm.com.

About the IAED

The IAED is the standard-setting organization for emergency dispatch and response services worldwide and is the leading body of emergency dispatch experts. Our various boards and councils work on behalf of over 69,000 members in 59 countries—and in coordination with other influential public safety organizations—to ensure that the comprehensive system of emergency dispatching is safe, fast, effective, and cutting-edge. IAED protocols are used in more than 4,080 communications centers across the world and have been time-tested across hundreds of millions of calls for medical, fire, police, and nurse triage dispatching. Learn more at emergencydispatch.org.

About Priority Dispatch

Priority Dispatch is the world leader in providing research-based protocol solutions to emergency call centers in medical, fire, police, and nurse triage disciplines. For over 40 years, EMS and 911 agencies have used the IAEDapproved Medical Priority Dispatch System TM (MPDS), first with cardsets and now in ProQA® Paramount software. Our solutions include structured protocols and a gold-standard Quality Management Program, as well as training, certification, and continuing education—all time-tested across hundreds of millions of calls and serving communities in thousands of agencies around the world. Now in 30 languages and 59 countries. Get to know us at prioritydispatch.net.

Priority Dispatch, 110 South Regent Street, Suite 500, Salt Lake City, UT 84111, United States, 801-363-9127