PSAP Survey Results: 9-1-1 Call Volumes and Scripted Protocol Use

Picture of Todd Piett By Todd Piett

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This is the second post on results from Rave's 2013 PSAP Survey to which 610 PSAPs from 50 states responded.  This post covers 9-1-1 call volumes and dispatch volumes as well as the use of scripted protocols.  See the first post here on the respondents funding and oversight models.

When we look at the average number of emergency calls processed per day per position versus the number of primary call taking positions at the PSAP we see clearly that the smaller PSAPs are not at the same utilization rate as the larger ones; however, there is also an interesting peak of "business" around the 5-7 calls position point.

Avg_Calls_per_day

As expected, most dispatched calls are for law enforcement.  The "other" category included such things as animal control and miscellaneous after hours municipal services.

Dispatched_callsMost agencies utilized EMD protocols, but far fewer use scripted and structured calls for Fire and Law Enforcement response.  For those that were not using scripted protocols for either Fire or Law, about 60% stated they were currently evaluating moving to using them.

Scripted_calls
Next up, performance statistics...

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Written by Todd Piett

Todd Piett joined Rave in 2005 and today runs the global organization that has its technology deployed at thousands of colleges, universities, businesses and communities. Prior to joining Rave, Todd was responsible for launching new products for Unica Corporation where he helped drive their successful IPO. Previously, Todd was VP of Product and Marketing for iBelong, a portal provider targeting affinity organizations and a Program Manager at Dell Computer where he launched Dell’s branded ISP. Todd graduated with honors from the United States Military Academy at West Point and holds an MBA from Harvard Business School. After graduation from West Point he served 7 years in the US Army as an aviation officer.

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