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Emergency numbers, size of operations
The State of Israel:• Area – 22,770 km2
• Population – 8.5 million
Agency
Emerg. #
PSAPs
Call takers
Finance
Police Fire BrigadeMagen DavidAdom
102100101
261710
Call takersPolice officersMedics + Paramedics
GovernmentGovernmentSelf Funded
Ministry Of Public Security (MOPS)Ministry of Health (MOH)
Emergency calls handling
1
Most Common:The caller dials one of the agency’s emergency number – 100, 101, 102.
Data is shared by CAD system or via conference call
Rarely used:The caller dials 112 or 911 only by a cellular phone, receives an automated response and directed to an agency by selecting 1 (police), 2 (MDA) or 3 (Fire brigade)
102
101
100
3
2
MDA PSAPs
MDA dispatches network:• 9 Regional Dispatches (RD)• 1 National Dispatch (NMDC,
incl. RD backup)
Emergency call answering algorithm:• Caller dials 101 or directed to MDA through
911/112, answered by:• Any available call taker (AACT) in Geographical RD• AACT in the NMDC• AACT in Surrounding RD• AACT in Any RD
Call is “pushed” into AACT earpiece, eliminating the need for phone “pickup”
System overview
Data CollectionDecision support multiple tier
resource allocationAutomated Resource
IdentificationSupport and supervision
Hoax and Harassment calls
13,000 Hoax Calls2% of ambulance dispatches
• Call for help / report of emergency
1 million Harassment Calls blocked33% of total calls
• Short call reporting no emergency
• Intended to insult, intimidate or occupy the emergency lines
• The pattern is studied by the BI system, which characterized the number as “harasser”.
• “Harassers” number are automatically blocked in MDA telephony system up to one month
• Each call is responded by an ambulance dispatch.
• A hoax call is declared if no victim / incident are found.
• If multiple hoax calls are delivered by the same caller, a formal complaint is filled to the police.
Answering and Call times
Call answering
Telephony FA + Data collection
DispatchingScene arrival
3.42 sec 1:30 min Medicycle – up to 5 minAmbulance – up to 10min
Shift average call answering time
Call takers and Dispatchers
Recruitment
MDA Paramedics
MDA Medics
Mission
Recognition of life threatening situation
FA instruction (CPR etc.)Data collection
Further training to become a Dispatcher
CAD system as an live data streaming
system
Training
40 hoursTheory
80 hoursHands-on
Special protocols (SOP) for unique emergencies – MCI, HAZMAT,
emergency landing etc.
Multilingual assistance by MDA staff: English, Arabic, Russian, Amharic,
French, Spanish
Caller location
Land line
Address automatically appears in the CAD system
Cellphone
Upon request from carrier, location is provided based on triangulation from cellular antennas (accurate to 200m)
MDA dispatch sends a link via SMS/Whatsapp to the caller. Once the link is activated, the EXACT location is presented in MDA CAD system
Live video streaming and location –Reporty App.
Israeli law prohibits automatic acquiring of cellular caller location
Current and future projects
Files and Data Live Video Social Media
PSAP equipment providers
All modules and software are developed by Magen David Adom (MDA), with integration of external components (e.g esri products for GIS system and
Motorola solutions for ambulance mobile hardware)
Some of the operational modules integrated into the CAD system:• Contact Center• Resource Identification algorithm • First Responders Automatic Dispatching
algorithm• Ambulance Dispatching
recommendation • MCI• Emergency landing incident• NG101
CAD System
Ambulance
ERP System
Hospital App
Mobile App
