As part of the accreditation requirements, Granby Public Safety has successfully implemented the Total Response Call Handling System and has made a commitment to provide the highest standard of care. The department has undergone a rigorous process to provide training to staff members, articulate industry best practices, and evaluate agency performance. Accreditation is validation of the goal to continually improve operations.
"As with all agencies in Massachusetts, we were faced with a state mandate to become certified in Emergency Medical Dispatch (EMD) and we have complied. However, in Granby, we have exceeded the expectations set by the State. We take great pride in our EMD program. We strive to provide quality service to all those that call us for assistance and desire to be the best in our region," said Sergeant Mark Smith, Granby Police Department.
Granby has embraced the Total Response philosophy of a positive approach to quality assurance. Calls for service are randomly selected for evaluation using a standardized method. Performance is scored and evaluated to identify areas of strength as well as weakness. This type of performance evaluation provides data to guide efforts for agency and process improvement. Participation in this process demonstrates Granby’s focused dedication to quality and accountability. The staff at Granby has a process in place to continuously monitor the level of service being provided to those in need.
“Our goal has been to provide the best service through training, education, and quality assurance to the citizens of Granby. I would like to thank our staff for all of their hard work and dedication to achieving this goal,” said Chief of Granby Police Department, Alan Wishart.
“With the utilization of a structured call handling system such as Total Response, the level of service provided to callers, victims, and responders is enhanced. Call takers are now able to make a rapid assessment of risk and provide life-saving instructions,”
“In working with the staff at Granby, their dedication to providing quality service is quite evident. We are proud of their accomplishments and congratulate their success,” said Pierce.
PowerPhone is a global leader in emergency communications training and technology. Since its inception in 1984, PowerPhone has trained more than 200,000 public safety professionals. As the first organization to train 911 operators in police, fire and emergency medical dispatch, PowerPhone has helped define standards for emergency call handling internationally. Built on the premise of ‘One Number, One Protocol, PowerPhone are the inventors of Total Response®, a comprehensive system of training, protocols and quality assurance tools to better empower 911 professionals to make objective, outcome-driven decisions on any emergency call.
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