Emergent Communications

EMS Dispatch Services

Emergent Communications is the centralized 9-1-1 call center (also known as Dispatch) for Emergent Health Partners’ member ambulance services and other mobile transportation partnerships. They dispatch paramedic emergency ambulances in all or part of eight counties in southeast and south central Michigan and also direct dispatch 13 fire departments in Washtenaw County. All of the ambulance dispatchers are licensed EMS professionals with additional certification in emergency medical and fire dispatching.

Here’s what the dispatchers in Emergent Communications do:

  • send paramedic ambulances on emergencies
  • assist 9-1-1 callers with pre-arrival instructions, including how to do CPR
  • maintain ambulance coverage throughout the service area
  • schedule nonemergency ambulance transportation
  • schedule wheelchair vans and special buses for various community partnerships
  • track progress of all vehicles and transports
  • provide on-demand transportation management services
  • dispatch special teams as necessary
  • dispatch and track gators, paramedic bike teams and other units at special events
  • activate emergency plans for incidents with multiple casualties
  • maintain and facilitate inter-agency communications in disasters
  • answer EMS LifeLink calls (in-home medical monitoring)
  • operate after-hours answering services for medical clinics and physician offices

 

Emergent Communications maintains ambulance coverage using a computer-aided dispatch (CAD) system. As ambulances respond to calls, the CAD continually updates its screen and indicates the best location for positioning of other units. They also use a tool called Marvlis. Marvlis is a “predictive technology”, which helps locate ambulances for the fastest response. Using past data on traffic patterns, available resources, time of day and call volume, Marvlis makes recommendations on where to stage units to be closer to the next emergency.

 

Using the state of Michigan 800 megahertz radio system, our dispatchers and ambulance crews have 2-way communication with everyone else on the system, allowing for interoperability and unified command during crisis situations.

 

All phones and radios are recorded. An ongoing Quality Improvement program audits recordings and allows for continuous improvement.