How can PSAPs improve their efficiency in managing high call volumes during major incidents?

How can PSAPs improve their efficiency in managing high call volumes during major incidents?

• A. By reducing the number of call takers
• B. By implementing call triaging protocols
• C. By limiting the types of calls accepted
• D. By increasing the waiting time for callers

Answer: (B)

Implementing call triaging protocols is an effective strategy for PSAPs to enhance their efficiency during major incidents with high call volumes. Call triaging involves assessing and prioritizing incoming calls based on their urgency and the severity of the situation being reported. This method allows the PSAP to allocate resources and dispatch units more effectively, ensuring that the most critical calls are addressed promptly while managing the overall flow of information. During major incidents, such as natural disasters or active shooter situations, the volume of calls can overwhelm PSAPs. By using triaging protocols, call takers can quickly identify which incidents necessitate an immediate response and which may be less urgent, thereby optimizing response times and resource allocation. In contrast, reducing the number of call takers would likely lead to longer wait times and increased caller frustration, potentially exacerbating the situation. Limiting the types of calls accepted could result in important calls being ignored or handled improperly. Increasing the waiting time for callers would not improve efficiency and could lead to decreased public trust in emergency services. By focusing on triaging, PSAPs can effectively manage high call volumes without sacrificing service quality or response effectiveness.

Implementing call triaging protocols is an effective strategy for PSAPs to enhance their efficiency during major incidents with high call volumes. Call triaging involves assessing and prioritizing incoming calls based on their urgency and the severity of the situation being reported.

This method allows the PSAP to allocate resources and dispatch units more effectively, ensuring that the most critical calls are addressed promptly while managing the overall flow of information. During major incidents, such as natural disasters or active shooter situations, the volume of calls can overwhelm PSAPs. By using triaging protocols, call takers can quickly identify which incidents necessitate an immediate response and which may be less urgent, thereby optimizing response times and resource allocation.

In contrast, reducing the number of call takers would likely lead to longer wait times and increased caller frustration, potentially exacerbating the situation. Limiting the types of calls accepted could result in important calls being ignored or handled improperly. Increasing the waiting time for callers would not improve efficiency and could lead to decreased public trust in emergency services. By focusing on triaging, PSAPs can effectively manage high call volumes without sacrificing service quality or response effectiveness.