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SOLVING THE E9-1-1CHALLENGE IN HOSPITALS
GOALS
• Identifying the exact location of a 911 caller• Intelligent console for a campus, a hospital or commercial
facility• Allowing staff and students to request a safety escort via text• Ensuring the Public Safety Answering Point (PSAP) is always
available• Making sure responders know where to go when called upon
SPOK AND E911 EXPERIENCE
Systems are configured based on the requirements of the customer environment
MORE THAN 20 YEARS of experience in providing end-to-end E911 solutions
MORE THAN 400 E911 systems installed in the U.S. and Canada
ASK YOURSELF…
• Can I call 9-1-1 from any phone in the Hospital or on campus• When 911 is called from behind your PBX—where does it go?• What information is the emergency call-taker seeing?• How do first responders know where to find the caller?• Do you understand the impact of liability?– Wrongful death claims typically greater than $2.2 million– Who is really responsible if the caller can not be found
ASK YOURSELF…
• Do you support analog/digital/IP phones?• Is notification important to you?– Textual messages, PC screen pop, LED board…BLUE Light systems
• Is it important to have Security listen to the call in progress?–Monitor only…listen to the call to identify event type–Monitor and See the location….MAPPED ALI
PBX/911 is a legitimate issue
STATES WITH E911 LEGISLATION
• Alaska• Arkansas• Colorado• Connecticut• Florida• Illinois• Kentucky• Louisiana• Maine• Massachusetts• Michigan
• Minnesota• Mississippi• Nebraska (pending)• Ohio (pending)• Pennsylvania • Tennessee• Texas• Vermont• Virginia• Washington
EXISTING LEGISLATION
PENDING LEGISLATION
NO LEGISLATION
WHEN 911 IS DIALED IN AN MLTS ENVIRONMENT
An emergency in the Hospital or on the Campus: BEFORE E911
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
EMERGENCY ON CAMPUS: BEFORE E911
Campus Security
Resident/Student Dorms
Hospital or Main Campus
Administration
Lecture Center
A Resident/student in Dorm 2 falls down the stairs and has a deep cut. An intern visiting from another school dials 911 from a facility phone to get help.
Hospital/Medical Facility
EMERGENCY ON CAMPUS: BEFORE E911
Campus Security
Resident/Student Dorms
Hospital/Medial Facility
Hospital or Main Campus
Administration
Lecture Center
The 911 call is routed to the municipal PSAP for dispatch.
The caller isn’t familiar with the campus, and has trouble describing the exact location.
C1-66ESN=112 006(212) 951-760001/08/2013171 MADISON AVE
951-7600 PBXColumbiaMO
AVAYAATL#= TELCO=VzBX=0.000000000000Y=0.000000000000
COLUMBIA POLICECOLUMBIA FIRECOLUMBIA EMS
Shown: Municipal Call Center Software Without E911 Integration
MUNICIPAL PSAP CALL-TAKER: BEFORE HAVING AN E911 SOLUTIONNo detail on building, room, or floor seen by call-taker
EMERGENCY ON CAMPUS: AFTER E911
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
The 911 call goes out.
Call routed to municipal PSAP…
C1-66ESN=112 006(212) 951-760001/08/2013171 MADISON AVE
951-7600 PBXColumbiaMO
AVAYAATL#= TELCO=VzBX=0.000000000000Y=0.000000000000
COLUMBIA POLICECOLUMBIA FIRECOLUMBIA EMS
Shown: Municipal Call Center Software Working With E911 Software
MUNICIPAL PSAP CALL-TAKER: AFTER HAVING AN E911 SOLUTIONCall-taker notified of exact location information
BLDG 2 FLR 8 NW WALL
EMERGENCY ON CAMPUS: AFTER E911
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
Campus Security is able to listen in on the 911 call in progress.
Security officers rush to Dorm 2 to check on the student and direct the ambulance to him.
EMERGENCY ON CAMPUS: AFTER E911
Campus Security
Resident/Student Dorms
Hospital/Medical facility
Hospital or Main Campus
Administration
Lecture Center
Medical staff in the Health Center receive a Sentry screen pop stating that a 911 call has gone out from Dorm 2.
EMERGENCY ON CAMPUS: AFTER E911
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
Campus officials walking through the Campus Center are alerted of a 911 call in progress via a message to their mobile phones.
Awarenessis the crucial component
THE MOST APPROPRIATE
SITUATIONALneeded to determine
response
EMERGENCY ON CAMPUS
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
EMERGENCY ON CAMPUS
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
A 911 call reports an individual spotted with a weapon in the stadium parking lot.
EMERGENCY ON CAMPUS
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
Campus Security can listen in on the 911 call in progress.
The reaction for this type of scenario differs from a medical emergency.
The goal becomes to get people away from the situation.
EMERGENCY ON CAMPUS
Campus Security
Resident/Student Dorms
Hospital/Medical Facility
Hospital or Main Campus
Administration
Lecture Center
Campus Security is able to rush to both the Campus Center and the Lecture Center while city police are immediately dispatched to the stadium.
911 CALL FLOW WITH SPOK
PBX/iPBX
SPOK E911 IN ACTION
PBX/iPBX
SPOK E911 IN ACTION
A company employee calls 911 from behind the organization’s private switch.
The employee is working after-hours, and is having a heart attack, limiting his ability to speak.
PBX/iPBX
SPOK E911 IN ACTION
PBX/iPBX
SPOK E911 IN ACTION
The call goes through Spok® Enterprise Alert.
Without Enterprise Alert in place, the call would appear to be coming from the main billing number of this company – a far distance from the actual health emergency.
PBX/iPBX
Central Office
SPOK E911 IN ACTION
PBX/iPBX
Central Office
SPOK E911 IN ACTION
Spok Enterprise Alert forwards the ELIN (emergency line identification number) to the local telephone company’s central office.
This info then travels through the selective router, which determines which PSAP should receive the call.
PUBLIC 911 NETWORK
ALI DatabasePS/ALI Database
MSAG
911 Selective Router
PSAPJurisdiction A
PSAPJurisdiction B
PSAPJurisdiction C
MLTS
PBX Station:VoIP
PBX Station:Analog
PBX Station:Digital PSTN
PBX/iPBX
SelectiveRouter
Central Office
SPOK E911 IN ACTION
PSAP(911 Call Center)
PBX/iPBX
SelectiveRouter
Central Office
SPOK E911 IN ACTION
PSAP(911 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E911 IN ACTION
PSAP(911 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E911 IN ACTION
The PSAP dips into the public ALI database to determine the location information of the caller.
With the employee unable to speak his location, the call-taker at the PSAP relies on the accurate information contained in the public ALI database, and emergency first responders are dispatched to the scene.
PSAP(911 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E911 IN ACTION
PSAP(911 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E911 IN ACTION
PSAP(911 Call Center)
PBX/iPBX
Enterprise Alert™
SelectiveRouter
ALI Database
Thanks to the accurate information in the public ALI database, first responders are able to locate the troubled caller and administer care without the caller needing to give his building number, floor, or room.
The accuracy of the public ALI database is ensured by the updates sent regularly by Spok Enterprise Alert
Central Office
SPOK E911 IN ACTION
PUBLIC 911 NETWORK
ALI DatabasePS/ALI Database
MSAG
911 Selective Router
PSAPJurisdiction A
PSAPJurisdiction B
PSAPJurisdiction C
MLTS
PBX Station:VoIP
PBX Station:Analog
PBX Station:Digital PSTN
TODAY’S DYNAMIC IP ENVIRONMENTS
911 Selective Router
PSAPJurisdiction B
PSAPJurisdiction C
• Dynamic• Complex• Unpredictable
IP technology is replacing traditional analog and digital
PSTN
ALI DatabasePS/ALI Database
MSAG PSAPJurisdiction A
Dynamic IP Phone
ON THE ROAD: CONNECT 16 REGIONALS
DALLAS MARCH 24
BOSTONMAY 10
NEW YORK CITYMAY 12
CHICAGOSEPT. 15
SAN FRANCISCOTBA
ATLANTATBA
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