911 Dispatch Call Processing Protocols: Key Tools for Coordinating Effective Call Triage – Justice and Mental Health Collaboration Program

When a 911 call for service is received, dispatch center staff need to make quick decisions about which agency—law enforcement, fire, or emergency medical services—will respond to the call. The dispatcher also has to decide which type of response is appropriate. A call triage protocol is one essential tool for guiding the response to these calls. Processing guides include policies and procedures that outline the roles and responsibilities of all public safety answering points staff and offer guidelines for scenarios that officers and dispatch staff may encounter. This brief explains the benefits of these guides and provides examples from jurisdictions.

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