9-1-1 CALL TAKING

The EMS Communications Center dispatches emergency ambulances for the City of Worcester and the Town of Shrewsbury. UMass Memorial/Worcester EMS provides the advanced life support transport ambulances to these two communities. We are a recognized/authorized Secondary Public Safety Answering Point (PSAP) in Massachusetts. Primary 9-1-1 call taker in these municipalities transfer calls for medical assistance directly to our center via a special computer-linked 9-1-1telephone system. Once received, our communications specialist enters the call into our computer aided dispatch system (CAD), initiates call triage (EMD), and then dispatches an EMS resource as appropriate.

Once EMD has been completed on a 9-1-1 call, the selection and assignment of the most appropriate type of EMS resource from the closest or the most appropriate location, depending on the nature of the problem, is achieved using automated vehicle location (AVL) technology. Each EMS vehicle is equipped with GPS-enabled hardware and can be seen by the communications specialist in real time on their map screen. The AVL/GPS system is fully integrated into our CAD system.