SIG003- Operational Guidance on Interaction with Emergency Services

Emergency Call Handling Workflow Guidance and Interaction with Emergency Services 

Objective

The aim of this Special Interest Group (SIG) is to develop guidance for Technology Enabled Care (TEC) services, focusing on best practice for emergency call handling and assessment of need workflows resulting in an effective escalation interaction with the emergency service providers.

The SIG will build upon established relationships and collaboration with emergency service providers, to ensure a shared learning ethos is initiated and embedded with all parties.

The group will develop a best practice toolkit which will include guidance for TEC services on pre, during and post emergency call practices and assessment of need workflows and will be specific to the requirements of the emergency service interaction. The toolkit will be designed to allow customisation to suit local TSA member organisations contractual arrangements.

A foundation will be formed to enable a common language to grow across the TEC and emergency service sectors, resulting in improved communication and shared understanding.

The tools will be established in the Quality Standards Framework (QSF), included in the call handling competency assessment framework and, where appropriate, endorsed and underwritten.

Approach

Due to the scale and breadth of the SIG aims, the programme will be delivered across three phases:

Phase One – Ambulance Services

Phase Two – Fire and Rescue

Phase Three – Police

Each phase will aim to deliver a defined set of objectives and suite of deliverables. The deliverables will be released to members at the end of each phase preventing a delayed accumulative launch at the completion of all SIG activities. This will ensure benefits can be realised and monitored during the lifespan of the SIG.

Each phase will be supported by a unique working group consisting of TEC Quality, relevant third parties and TSA members who have a special interest in the subject matter. This approach will result in broad engagement with members across all phases and a focused task and finish action group in each phase with focused enthusiastic members.

Due to the scale and breadth of the SIG aims, the programme will be delivered across three phases with the completion date of May 2022 

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