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Kingsport Emergency Communications District Increases 9-1-1 Call-Handling Efficiency with Total Response Solution

Date: 2017-07-17
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Kingsport Emergency Communications District (Tennessee) has implemented PowerPhone's Total Response solution for 9-1-1 call handling. Total Response includes CACH (Computer-Aided Call Handling), a proven software solution that streamlines the 9-1-1 call-handling process by providing integrated protocols and pre-arrival instructions that help guide dispatchers through each call to help quickly identify needed resources.

Kingsport's computer-aided dispatch (CAD) provider, TriTech Vision, interfaces with CACH's open API to seamlessly share the information and help make dispatch decisions based on the facts of each call. This creates a consistent call handling process that quickly gets key details to responders.

"Our staff has been very responsive to the Total Response CACH system," said Nancy Fender, Kingsport's Communications Supervisor. "We really like the flow of the call guides and that the call taker has the freedom to apply their knowledge to the process rather than being expected to adhere to word-for-word set of questions. Power Phone staff were great to work with and available to answer questions during the process."

Key criteria in the selection of Total Response included the flexibility to incorporate Kingsport's standard of care within their standard operating procedures. Total Response is unique in the 9-1-1 industry because it provides agencies with the tools, trainings and resources to validate their own standard of care. With integrated protocols focusing on the entirety of each call and training that empowers call handlers to react based on each call's facts, Total Response provides an emergency call-handling system that empowers call handlers and agencies to reach their full potential and provide maximum value to their communities.

Implementation included full training for each of Kingsport's call-handling staff in the Total Response system including full mastery of the proven tools and processes as well as certifications in emergency medical dispatch, fire service dispatch and law enforcement dispatch. 

Kingsport Emergency Communications District handles approximately 186,000 calls per year. The 9-1-1 call center operates as a primary PSAP dispatching police, fire and medical responders. There are eighteen full-time and two part-time Telecommunicators, including two facility supervisors.

For more information about PowerPhone, see

For more information about Kingsport Emergency Communications District see

- Corporate News/ (via PowerPhone, 7/11/17)


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