Stages
How do you get into Auto Feed AND pull up the buffer
What are the 4 R's in the call flow?
Research
Reach
Respond
Review
How do we connect to a 2-way device?
Refresh + Transfer + Full Duplex + Toggle
What information should we be getting FROM dispatch?
Their operator number
How do you know if you are on the full clear step?
When the full clear box is checked
What information can be found in the SITE SUMMARY? Name 3.
Name, Address, Call Back #, Special Instructions, Lockbox code, Hidden Key, Gate Code, Access, Township/Borough, Jurisdiction, Vial of life.
How far back should we be looking in our recent history?
24 Hrs
How many times do we attempt to connect to a device before choosing outcome 2-way no connect?
3
What does LBM stand for?
Lockbox
Medical information
Before we FC an account we need to have done one of two things, what are they?
1. Gotten a DV from the sub that they are okay and do not need assistance.
2. Sent dispatch or a contact to check on the subscriber
What operator action do we use if we cannot disconnect from a device properly?
4125
What is the third ingredient of the research step?
Temp notes and special instructions
A double verification is when we ask _______________ and receive _______________.
2 clear questions ; 2 clear answers
What does the disposition WRONGAG mean?
Wrong agency number
If we are going to PC an account what are the two possible things we need to document for the next operator?
Call EMS for update
Call site for update
On the call list, what are the numbers that are highlighted in RED?
Emergency Services (Medical, Fire, Police)
How long can we set temporary notes for? And what is the exception?
30 days unless death or address change then you can do it for 60 days.
How do you know if a technician is testing from the office or at a subscribers home?
If not specified we will assume that they are testing from the office.
What 2 company's need someone to PHYSICALLY respond
Alert One
Response Link
What are the 4 ingredients of Review?
1. Call contacts to notify
2. Update dispatch if needed
3. Documentation
4. Full Clear
Name 7 call dispositions and what they mean
CON- Connected
ANSMAC- Answering machine message left
ANSNO- Answering machine no message left
NOANS- No answer after 6 rings
VMF- Voicemail full
NA- Not avaiable
DISCON- Number disconnected
CALL- Call did not go through
CB- Call aborted
WN- Wrong Number
REC- Recording
DROPPED- Call dropped
NOTIFY- Contacts notified
What does BINFACE stand for?
B- Bold and Bright
I- Initials
N- Name and Password
F- Full name
A- Acknowledgement Box
C- Clear and Concise
E- Effective and Expire date and time
What are the 4 important questions?
1. Do you need help?
2. Do you need the paramedics?
3. Can you tell me what's wrong?
4. What is the next step (internal question)?
How do you generate service instructions? (Hint: MSRF)
Manual Event
Service
Refresh AP
Follow AP
What are the 3 reasons you can skip calling contacts?
1. If subscriber requests that you skip them
2. If the contact was already notified
3. If the contact is the subscribers phone