CAD Calltaking Flashcards
1
Q
F11 or Phone icon on Inform CAD Dashboard
A
Launch Emergency Call Taking Screen (ECT)
2
Q
e911
A
Drop that has both ANI/ALI
3
Q
What colour are the mandatory fields?
A
Blue
4
Q
Which mandatory field is located on the Additional Information tab?
A
Jurisdiction is automatically populated - where will you find it?
5
Q
These seven (7) fields are mandatory to commit a call
A
Municipality
Address/Intersection
Province
Problem/Nature
Priority
Sector
Jurisdiction
6
Q
Geovalidate
A
CAD verifying the address against the database
7
Q
Cross Streets
A
two closest geographical locations according to the database
8
Q
Major Intersection
A
Closest Intersection that may be recognized by the crew and given to us by the caller
9
Q
Launch the Primary Assessment DPCI II Card
A
Asterisk in the Problem/Nature field launches with Tab off
10
Q
F4 during a call
A
Shifts focus from protocol to the ECT
11
Q
ALT Tab use
A
Shifts focus from ECT back to the protocol (and to any other window that is open)
12
Q
Hot key chain to continue protocol after a termination point reached
A
ALT + X to close and the ALT + O to open is used when?
13
Q
Hot key to open Protocol
A
ALT + O
14
Q
Hot key for Comments/Notes tab
A
ALT + N
15
Q
what character will allow choice of secondary cards in the Protocol
A
= in Protocol Initial Problem field
16
Q
Reasons for Incomplete Protocol
A
These are examples of:
- Paramedics arrive
- Caller walks away/drops
- Caller hangs up
- Caller refuses
17
Q
What qualifies as False Documentation?
A
Entering information that was unasked or unanswered is a form of…
18
Q
Short hand comment to handle exception - FD not notified/tiered as per response plan
A
/EFD <explanation></explanation>
19
Q
Short hand comment to handle exception - PD not notified as per response plan
A
/EPD <explanation></explanation>
20
Q
Short hand comment to handle exception - T0-T1 delay
A
/ET1 <explanation></explanation>
21
Q
Short hand comment to handle exception - T1 to T2 Delay
A
/ET2 <explanation></explanation>
22
Q
UTMs populate in which order
A
Easting and then Northing
23
Q
UTMs populate in the CRT when?
A
Once the call address is Geo-validated AND the call has been Send to Q
24
Q
GIS
A
Geographic Information Systems
25
Duplicate Call
Additional call about an Incident already received
26
Callback - usually for an ETA/more info/cancellation
2nd call from the same location/caller [3 reasons]
27
```*CALLBACK*```
How to document a callback after F11
28
5 Steps for Callback
```1. *CALLBACK* in yellow field
2. Geo-validate
3. Go through to Primary Assessment
4. Check initial call for FD/PD Tiering
5. /NDSP in original call for pt condition changes or new details
6. Secondary DPCI if condition changed with PAI and closing statement```
29
Caller hangs up prior to PAI and Closing Statement
Call back x2 and document /NPAI
30
Responsibilities when caller cancels Ambulance post S2Q
1. Primary Assessment complete
2. Be sure cancellation is appropriate
3. Get name/number
4. Reason for canx
5. Advise to call back if condition changes (closing statement)
6. Open original call with and /NDSP [reason]
7. S2Q the same code as the original
31
Responsibilities when caller cx ambulance pre S2Q
1. Exit out of protocol
2. Record the name and reason for cx
3. /NPAI [reason]
4. /T11
5. Cancel Call /wo S2Q - use Before Dispatched
32
Responsibilities when 2nd call indicates change in priority
```1. **Callback**
2. Complete primary assessment until code changes
2. /NDSP call upgraded to code 4 in original call AND Tier as appropriate
3. Finish Primary Assessment if needed
4. Complete secondary card and all comments in 2nd call```
33
Protocol for answering calls when multi calls ringing
1. Shorten calltaking process
- location
- priority
- problem nature
2. S2Q
3. Place caller on hold and answer the next one
4. Come back as soon as you can to complete the call
5. Document
34
Callback with ADD update
1. Complete through to Primary Assessment end
2. Comment reason for callback - address changed from x to y
3. In original call "/ADD Address changed from x to y"
35
In all cases of cancelled calls and key updates
Check if PD/FD tiered/notified and update them with appropriate notification time stamp
36
Calling Party Disconnect Signal
Tone to alert Calltaker that the calling party has hung up the telephone
37
Forced Disconnect
Free a 911 line if the caller forgets to hang up
38
Bureau Hold
For landlines, the calltaker can keep a line open as long as required - they cannot hang up
39
ANI/ALI Uncertainty (UNC)
ANI/ALI: Determined by the size of the circle given for wireless caller's Lat/Long
40
ANI/ALI Confidence (CONF)
ANI/ALI: Target is 90% for WL2 callers
41
ANI/ALI ESRD
Emergency Service Routing Digits - the tower that first received the WL2 signal
42
ANI/ALI (911) xxx-xxxx
ANI/ALI info indicating that the call came from a WL2 w/o a SIM card
43
6 Reasons no ANI/ALI may not be available
1. Address NOT in the Database
2. ANI Equipment Failure
3. 4 Party Lines
4. Exchange not in the database
5. Nomadic VoIP
6. Operator Handled Call
44
Which ANI/ALI drops must the calltaker verify?
Every ANI/ALI drop must be verified. Complete a 911 Address Correction Report if error found
45
ANI/ALI Info but NO voice contact
1. Commit call as an Unknown Priority 4
2. Callback the number
3. Confirm info and process the call as if receive normally
46
LanguageLine Solutions: 6-digit client ID #
EHS Client ID#: 252005
47
LanguageLine Solutions: Personal Code #
Personal Code#: 930
48
Steps to connect with LanguageLine Solutions
1. Ensure the P-PSAP operator as disconnected
2. Ask caller to hold as you get an interpreter
3. Connect to LanguageLine
4. Provide 6-digit client ID: 252005
5. Identify you CACC name: Georgian
6. Provide personal code: 930
7. State required language
8. Once complete - thank the interpreter and say end of call
8. Document
49
911 *codes: Originating Agency
*10
50
911 *codes: Police
*11
51
911 *codes: Fire
*12
52
911 *codes: Ambulance
*13
53
911 *codes: Ringback
*99
54
Which 5 location components are required for the Geo-locator to NOT launch
1. Street name
2. Street type
3. Block range
4. Municipality
5. Province
55
Why must you confirm all ANI/ALI drop details with the caller?
Geo-validation Errors: Falsely assume - It may not be correct or where the ambulance is required
56
What are the ways street format errors can impact Geo-locating?
Geo-validation Errors:
- incorrect 2 character formats
- Regional/County/Hwy
- Incorrect street type (Pl vs AV
- Premise entered vs the address when IFO
- Wrong block range
- Mismatched City
- Not eyeballing the Major Intersection
- Cell phones with large uncertainty distance or no Lat/Long
57
# Geo-validation
Streets are made up of...
Segments of Block Ranges
58
# Geo-validating
Function of the Parse window
changes how the address information is searched in the CAD
59
# Geo-validating
Function of the Block Range window
60
# Geo-validating
Function of the Soundex window
61
# Geo-validating
Function of the All Areas window
62
# Geo-validating
Wildcard uses
* can be used to ask the CAD to present best candidates that include these characters
63
# Geo-validating
Punctuation Rules
- & for intersections
- do not use periods, commas, or apostrophes
64
# Geo-validation
What needs to be ensured when a Municipal Boundary street is involved
Check that the correct municipality is chosen for the side of the street - response area/plan
65
# Geo-validating
```Ottawa *NH```
will provide a list of Nursing Homes in the City of Ottawa
66
# Geo-validating
```Main St & *```
Will provide a list of streets that intersect with Main St
67
# Geo-validating
/[Premise Code]
This will launch the geo locator and then I can choose the premise or the address
68
# Geo-validating
What is an alias?
LSAs will set up alternate names for roads (A.K.As) and the CAD will automatically correct to the current name
69
# Geo-validation
How do you access GPS entry options?
Enter GPS in the address/intersection field for a drop down of entry options
70
# GIS
All Areas button
| Geo-locator window
Expands search to the entire province
71
# GIS
After All Areas, what button is next?
| Geo-locator window
Block Search
72
# GIS
Address is: 5572 S Island Park Dr
What feature is the most helpful
| Geo-locator window
Parse the address and take the 'S' from the leading directional and spell it out as part of the street name
73
# GIS
What does a '0' block range indicate?
| Geo-locator window
Normally a new address. OK to geo-validate with a major intersection
74
# GIS
No Match Button
| Geo-locator window
Will place the call in sector zNM - Still needs to be geo-validated for response plan
75
# GIS
Steps to handle an address not in the system at all
1. Copy/Paste drop into the premise field
2. Enter Maj-Int into Address field
3. Geo-validate the major intersection
4. Add directions into the comments
5. /GIS
76
# GIS
Street Aliases
| Geo-validator window
LSA can add a street alias for streets GIS has not yet entered AND for street AKAs
77
# GIS
Best way to find places like a 'Tims'
| Geo-locator
```/*tim*hortons*```
the slash will tell the CAD you are looking for a premise
78
# GIS
Regional Road 174
REGRD174 RR
79
80
# GIS
Highway 400 southbound
HWY400 HY S
| Check local for S or SB
81
# GIS
What does the Block Range Button do in the CAD
| Geo-locator window
The CAD will +/- 90k street numbers
82
# GIS
When will the block range populate the address field?
| Geo-locator window
When there is no civic address associated with the geo-location
83
# GIS
| Geo-location window
84
# SCT
SCT
Schedule Calltaking Screen
F10
85
# SCT
Mandatory Fields
Pt Name
Problem/Nature
Priority
Address
PU City
Requested PU Date & Time
86
# SCT
Types of Sceduled Transfers
PT
Organ
Team
87
# SCT
88
# SCT
Adding a pt in the SCT...what button is next?
Click New Trip
89
# SCT
If no HCN - how do you create a pt record so the SCT can proceed?
HCN
if not HCN - 10 zeros and add DOB as an identifier
90
# SCT
Life or Limb will be which priority
Code 4
| might be a 3 if the pt could wait 30 minutes
91
# SCT
Emergenct and Urgent tend to be which priority
Code 3
92
# SCT
Non-urgent will be which priority
Code 1 or 2
93
# SCT
if the transfer is greater than 240 kms, consider...
ORNG
94
# SCT
If call is suitable for ORNGE and they refuse...
Document with /OCCR
95
# SCT
/EE
Equipment/Escort
96
# SCT
/SDR and /RDR
Sending Dr.
Receiving Dr.
| Comments AND Additional Info tabs
97
# SCT
/DNR
Valid DNR form
98
# SCT
/ISO
Isolation Protocols
99
/ROUT
Respiratory Outbreak
100
# SCT
/EOUT
Enteric Outbreak
| GI
101
# SCT
/MT#
| Mandatory coming from inter med facility transfer - or we don't transfer
PTAC Medical Transfer Number
| User data tab - mandatory
102
# SCT
/DBL
Suitable for Doubling
103
# SCT
Return calls are booked for which time?
2323 hrs
| Also remember to go in and downgrade to a code 1
104
# SCT
Access the Scheduled Call Loading Utility
InformCAD toolbar, Tools Icon drop down
105
# SCT
Mandatory PT info for new pt in the system
Name and HCN (if no HCN then DOB)
106
# SCT
Key steps for a treat and return
| when booking
```1. /T&R in comments
2. check return box
3. enter 2323 in the time
4. change the code to priority 1```
## Footnote
do not create a return for a return originating in another CAD
107
# SCT
Wait Status
| Definition
a call that has populated the pending incidents Q with a call #
108
# SCT
You are taking transfer details in the SCT when you realize the NH is actually describing an emergent pt condition - what steps do you take?
1. Hit Emerg Button
2. Confirm Location
3. Continue with *Primary Assessment and *Secondary cards
4. Document in the SCT and Cancel
109
# SCT
Multi-tripping
| definition
used when a pt needs continual tx trips (e.g. dialysis or CA txs)
110
# SCT
Steps to set up Multi T&Rs
1. Create the entire T&R
2. click Multi-Trip
3. Set up recurrence
4. Uncheck the notify Disp box
5. Click Show Trips to provide confirmation #'s AND
6. Complete the return for each trip (max 13 weeks)
| remember to update the priority for ALL returns
111
# SCT
Reasons to use Air for Transfers
| ORNGE
* <240kms 1 way
* staffing options exhausted
* poor road and/or sever weather conditions
* specialized equipment and/or escorts/paramedical req'd
| MOP S6.5
112
# SCT
How many calls for team coming from airport to the hospital for a pt
Two Calls
* 52 for team transfer
* 50 for pt with team escort
113
# C2C
Sending a zCAD2CAD
1. T1
2. enter /CIYA
3. zCAD2CAD and select appropriate CACC
4. Complete the call
5. Watch for it to be received and routed
6. Watch for it to be accepted and assigned
7. Change sector to zzCAD
| if /C2CR not received in 60 seconds - call the CACC
114
# C2C
ACO Receiving a zCAD2CAD
| CT
1. Open and remove 'Z'
2. Geo-validate the call
3. /C2CR and press Notify
115
# C2C
zCAD2CAD - some info does not port
* Address 2/Phone 2
* Major Intersection
* Anything in the user data fields
* PT Name
* Misc Communications
| put this info in comments
