Location Made Simple

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When it comes to reporting and updating incident location, Emergency Police Dispatchers (EPDs) encounter greater complexity with emergencies on the move.

“In the police realm, there is not always just one location where the event is taking place,” said Dave Warner, IAED^™ Police Protocol, Academics, and Standards Expert. “The initial event may have started that way, but that’s not how it is now.”

Whether it’s a caller following a suspected drunk driver, a shoplifter on the run, a stolen vehicle driving off without its owner, or a suspect fleeing the scene of a hit-and-run—just to name a few—police officers need to KNOW where to GO.

That’s where the EPD adopts the role of mission control with frantic fingertips. While maintaining a professional connection with the caller, they select the appropriate Chief Complaint Protocol, ask Key Questions, collect and enter suspect and vehicle information, send a response, provide the caller with safety instructions—all while updating, updating, updating an evolving incident address.

To streamline this process, the favorite go-to is the underutilized Mobile Event Tool, which is always available on the right side of the ProQA^® toolbar. Clicking on the traffic light icon at any point populates a small window that allows you to enter new or updated location information, which is sent through CAD to the responder in pursuit. The window can stay open to the side of the main interrogation without having to close or switch screens, enabling a faster transition for the EPD.

“Entering information into any call can be time consuming,” Warner said. “In some instances, such as city driving (35-mph) scenarios, EPDs might need to update a location after every Key Question, particularly if the fleeing individual knows they are being followed and intends to throw off the pursuit.”

The Mobile Event Tool keeps a running log and sends each EPD entry to CAD displayed as “Current suspect/vehicle location/ direction:” information, which is an invaluable asset to those in the field. The access and application of this tool is limitless, keeping pace with the dynamics of an evolving event.

“Almost any police incident has the potential to change address,” Warner said. “I’ve even heard calls reporting a domestic disturbance happening inside a traveling vehicle. EPDs can launch the Mobile Event Tool whenever it serves as an advantage, anytime the protocol is open, to document a suspect’s changing locations.”

Compliance

One concern of EPDs and ED-Qs is whether using the Mobile Event Tool could interfere with compliance in regard to the Performance Standards. For instance, could an EPD switching back and forth between updating the location and following the main protocol flow be seen as a deviation, causing a potential barrier or caution when utilizing this tool?

John Lofgren, IAED ED-Q, Academics, and Standards Expert, confidently states it’s quite the opposite. “Most police calls-in-progress end up mobile,” he said. “As the event unfolds, it is important to get the location the caller reports, then continue processing the call through the protocol, regularly asking for location updates, and returning to the sequence as needed.”

With each passing minute, the incident is moving down the road. It’s important to remember the overarching goal of the EPD, which is to prioritize caller and responder safety. When using the Police Protocol, in particular, the coordination of sending responders to the right location ensures earlier intervention and may lead to quicker apprehension of a suspect. Using the Mobile Event Tool encompasses those goals in conjunction with the Performance Standards.

For instance, take a look at Universal Protocol Standard 17 “New or Updated Information,” which addresses this component of EPD compliance well:

“Anytime the caller gives new or updated information that indicates a more appropriate response [including address] …the dispatcher is expected to move to the correct point in the protocol [or use the provided tool] that best addresses the new situation.”

As Lofgren clarifies, any added information that can impact safety requires suspending the interrogation to best address the situation. Therefore, it is acceptable to interrupt the typical call progression to receive and enter a new location update before resuming the typical progression of the protocol—asking questions or providing instructions—as applicable.

The related Universal Protocol Standard 21 “Suspending Interrogation” also comes into play:

“The dispatcher may suspend questioning only in defined circumstances or as directed by protocol. To suspend interrogation means to leave the question sequence, perform another function— such as sending or giving appropriate DLS Instructions [or updated location information]—and then return to the question sequence. This standard allows the dispatcher to correct certain situations and better impact the incident.”

In the case of updating a police incident location, caller or victim safety is of high priority, and there’s no doubt that sending police to the correct place will “better impact the incident.”

“An ED-Q should focus less on finding out-of-order deviations and become more familiar with the tool’s purpose for efficiency in handling these dynamic events,” Lofgren said. “In reality, it meets the goal of the Performance Standards, and it’s a great idea to use it.”

Customer service

Though the protocol and Performance Standards do not currently require the EPD to continuously update location information or use the Mobile Event Tool, there’s no doubt that doing so creates a flow of information that helps responders.

“Sending responders more accurate location information is one of the simplest ways to provide them with great customer service,” Warner said. “And this tool allows EPDs to do so without having to switch back and forth between ProQA and CAD—which is a cumbersome process when efficiency is what is needed.”

This Mobile Event Tool is not meant to put in your back pocket for a rainy-day scenario. Providing frequent location updates for responders en route ensures a more effective response, which is an advantage for all involved.

“As an EPD, if you’re not utilizing this Mobile Event Tool, you’re probably not delivering information as fast as you should be,” Warner said.

Conclusion

When it comes to responder and caller/victim safety, the EPD truly does function as the first, first responder and the connection to help on the way. With greater focus on overall function than singular evaluation, the EPD can use the Mobile Event Tool with confidence and compliance to provide location updates, enhancing responders’ trust and enabling earlier intervention.