NFHelp CAD Product Description 2016

NFHelp Dispatcher (CAD)

Product Description

NFHelp’s comprehensive emergency dispatch solutions enable reduced emergency response time, full situational awareness, and enhanced communications. NFHelp makes it simple for agencies to locate, communicate with, and dispatch the closest available responder to the scene. During an incident-in-progress, NFHelp provides dispatchers with an effective system for two-way communications between responders and the command centre, as well as a means to broadcast critical messages without sacrificing crew integrity.

CAD Event Creation

NFHelp Dispatcher allows the easy creation of new incidents from a variety of sources.

● Call taking - integrating with 3rd party phone call handling system allows the automatic population of caller information and location (ANI/ALI). Call taker can then validate the contact details and the caller’s location. Call taker can follow the workflow on his screen or use a command line interface (CLI) to create and update new incident/event.

● Mobile Personal Safety Application - Incident can be created via the NFHelp mobile application (crowdsource / reporter / SOS) - automatically capturing the user's information and location.

● Mobile Responder Application - allows for officer intimated incidents. Responder and/or a unit can initiated the incident by reporting the event to the dispatcher

● APIs - incident can be created via the NFHelp API by calling a WebService, this allows for a CAD-to-CAD integration or the creation of an automatic incident triggered by alarm system or other 3rd party devices. In case an alarm is received from a 3rd party system, the details about the caller / location will be fetched from the database.

The system prompts the dispatcher with a workflow based form in which he can enter the basic incident details such as:

● Caller information and Involved Person information ● Incident address / location ● Incident type / classification ● Additional incident details e.g. Involved Vehicle Information

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The system automatically maps the incident and allows the dispatcher to verify the address. Dispatcher can resolve ambiguities for spelling, relate common place name, relate latitude and longitude, relate common places or alias names to addresses, and translate call location to a valid location with x/y coordinates. The system can also prompt the dispatcher for any known/related HazMat in the area.

The system automatically displays the predefined response agency and service areas (boxes) on the map / information tab.

The system can automatically prompt the operator for past incident information (list of all incidents in the given location) and also alert if a duplicate incident was/is created (in case multiple callers are calling about the same event).

When creating a new incident, the system prompts dispatchers / call takers with an interactive list of incident types/classifications (this list is pre-configured by the agency to meet their requirements), incident types can be changed at a later stage e.g. in cases where the incident escalates. Different incident types can be tagged with different Priority attribute, allowing dispatchers and responders to handle high priority incidents first.

When creating a new incident in the system, call takers will be prompt with standard operating procedures (SOP) and prompt the caller with specific questions to collect relevant information.

Dispatcher can immediately see the recommended response protocol and dispatch resources automatically or manually based on the predefined plan. Dispatcher can interact and modify the suggested protocol if needed.

If the incident is no longer active it can be closed by the dispatcher. All closed incidents are stored in the database and can be accessed via the incident log at a later stage for debriefing.




Dispatch Support

NFHelp Dispatcher has access to a multitude of tools to enhance readiness posture and streamline time sensitive processes.

● Recommended Resource or Unit Assignment – Based upon predefined rules, NFHelp has the capability of suggesting and/or automatically dispatching resources. Rules incorporate unit proximity to an incident (using AVL or NFHelp Responder device location), current traffic conditions (using Google Traffic) required equipment or relevant groups (i.e. fire stations), personnel skill sets, potential mutual aid support, and/or specialty team assignments (i.e. strike teams & TaskForces) . The dispatcher also has the capability of manually dispatching resources or placing units back in service regardless of recommendation.

● Time Alerts (SLA) – Each incident type is assigned a time requirement for on-scene and completed statuses. Dispatchers are notified of incidents where requirements are not met and have the ability to send unit status inquiries directly to the NFHelp Responder App.

● Unit Load Balancing & Special Dispatch Areas – All units have the capability of being assigned and dispatched by predefined geographic region (i.e. Station/Box area) which can be visually displayed within the map panel. Additionally, regions can be assigned available unit threshold rules. If a depletion of resources is experienced within a region, the dispatcher is alerted.

When generating an incident, the dispatcher is presented with the types of resources required for a response (i.e. Ambulance, Medic Unit, Engine, Squad). NFHelp will automatically select the recommended units based upon the predefined requirements and show the expected ETA of those units and similar non-recommended units. Upon pressing a manual or auto-dispatch button, units are alerted on their Responder application. 3rd party integration with additional resource alerting systems such as fire station alerting (i.e. Purvis Systems) is an optional.




BOLO/Urgent Messaging

The messaging suite enables the dispatcher to send out the following types of messages: ● BOLO One-Way Message– This message can include the nature of the BOLO, priority,

date, subject person/vehicle and contact information. The dispatcher can view in real-time that transmission status of the message (i.e. received, read, acknowledged)

● Open-Ended Message – The dispatcher can send a message requiring a written response from the unit/s. The dispatcher can view the status of the message and read the unit response once submitted

● Multiple Choice Message – A message with pre-defined answers can be generated. The dispatcher has the capability of instantly collecting responses and generating a worksheet file with timestamped message replies

Messages can be sent using the following filters:

● Geographic Assignment ● Personnel Qualifications ● Type of Unit ● Specialty Teams ● Individually ● The entire agency

Messages and the resource responses are saved for a pre-determined amount of time.

Resource / Unit Management

NFHelp Dispatcher features a dedicated resource management panel which displays the real-time status of each unit. Status updates can be executed using the following system capabilities:

● NFHelp Mobile Responder – This smartphone & tablet application enables personnel to select unit availability and response statuses. These updates are automatically reflected in the NFHelp Dispatcher. Dispatchers can manually change the status of Mobile Responder users.

● Virtual Users: Units without the NFHelp Mobile Responder application can have their statuses manually updated by a Dispatcher.

● 3rd Party Devices: Devices with the capability of reporting availability can have their statuses automatically displayed within the resource management panel.

● Personnel names can be saved in the NFHelp solution and be dispatched as individual units, as part of a team, group or station. Additionally, staff can be assigned to units.




Utilising an integrated dynamic status/disposition generator:

● New Statuses can be added and configured to only display based upon pre-conditions and relevant incident types (i.e. ‘ambulance transport’ can only be selected on an EMS incident after clicking, ‘on-scene’);

● Existing statuses can be modified at any time. This includes pre-conditions and the name of the status;

● and statuses deemed as critical can be set up to generate an alert box in addition to being displayed in the resource and incident management panels.

All unit status changes are simultaneously displayed in corresponding incident management panels and are time stamped/dated and saved for reporting.

Call / Incident / Event Management

The NFHelp Dispatcher features an incident table display that provides the following information for all active events:

● Incident Number ● Incident type with customisable icon ● Date/time of when the call was entered ● The dispatcher name or ID number ● The caller name and phone number ● The incident location ● The last known unit status ● Status time requirement alerts ● Priority ● Assigned units or users ● If live video is currently streaming or archived ● If an incident form/report was completed by a Mobile Responder user/unit

Clicking on any of the above fields will automatically open the corresponding subsection within the incident management panel or map. Additionally, if viewing an incident from the map, the icon can be clicked and a panel will appear with real-time incident logs.




The incident management panel enables a dispatcher to view and modify incident details while communicating with responding personnel and units. Any changes within this panel are automatically recorded and time stamped. The dispatcher can execute the following actions:

● Update Caller Information ● Update incident location and add additional

comments ● Modify the incident type ● Log additional information with the option of sharing

with responding personnel via NFHelp Mobile Responder

● Update and log action statuses of incident stakeholders

● Answer questions within the integrated incident form/report

● Access live or archived video ● View ETA of dispatched units as well as required

status thresholds (i.e. A710 appears red if ETA does not match the on-scene time requirement)

All data including communication with and between units is automatically imported into a NFHelp report and/or transmitted to an RMS system after the dispatcher closes an incident.

Supplemental Resource Request and Tracking

Each incident type can be assigned a configurable event task list with recommended supplemental resources. This list is also viewable and can be edited by authorised units or personnel utilising the NFHelp Mobile Responder application as well as other NFHelp

Dispatcher users such as supervisors. The task list is used as a shared operating form – if any incident stakeholder makes a change, the update is reflected in real time on everyone’s device or work station. Each completed action is time stamped with the username.

Additionally, incident types and predefined locations can be assigned contacts. If an incident is generated that is relevant to a supplemental resource, that unit can

automatically receive an SMS or e-mail notification from NFHelp. The dispatcher can

document and received confirmation within the task list.




Incident Disposition

Throughout the duration of an incident, each unit/resource status is automatically time stamped and saved while being displayed within the NFHelp Dispatcher as well as the NFHelp Mobile Responder application. At the conclusion of an event, each stakeholder has the capability of putting themselves back in service and documenting additional information within the Responder app, Dispatcher, or Report.

In cases where Dispatcher reassigns users to other incidents, they can be immediately notified about the change through their mobile application.

System Administration

The NFHelp system features a comprehensive and intuitive user interface that enables users with basic configuration training to customise most system functions. Advanced set-up options are available for administrative level users and do not require professional services.

The system’s configuration section covers:

● GIS Maintenance - configuring map views, polygons/geo-fences, POIs (Point of Interests) etc.

● Incident configuration - customising incident type, forms, rules, business logic etc. ● Organisation structure - groups/teams/stations, units, roles, equipments etc. ● Organisation wide configurations such

as sub control centres / PASA / multi agencies and their jurisdictions (location, incident type and/or users groups)

● Logging - ability to log the operation of every end point including mobile devices

● Security - user management and permission profiles

System Functions

NFHelp offer a multitude of mission critical system functions that empower Dispatchers and Call takers to:

● make informed and fast decisions; ● ensure that all incidents are correctly dispatched and monitored until completed; ● and maintain the welfare of units/resources.




System Functions Include:

● Audit trail / time stamps - data entry and other interactions with the system’s components are logged and time stamped - this allows for accurate debriefing and allows users to see who did what and when.

● Notifications with dynamic alerts: ○ A dialogue box: Typically used to display a dynamic status (i.e. Ambulance/Jail Transport) ○ An audible alert with a dialogue box: Pre-configured to occur when receiving an

emergency notification through the NFHelp SOS/Reporter application.

○ A quick drop-down and disappearing notice: Set-Up for non-critical elements requiring situational awareness.

● Automatic historical data queries with the following search parameters: ○ Caller information (by name and/or phone number) ○ Incident location ○ Proximity to an incident location ○ Dynamic Form fields/additional data entered

Critical information such as location hazards, frequent similar incidents or known/dangerous callers is instantly available and can be silently disseminated to responding units/resources via the Mobile Responder app.

● Contact lists which are available for call-takers, dispatchers, Mobile Responder users and other authorised personnel in relation to several system components:

○ Users ○ Incident types ○ Geofences / Polygons ○ POIs (saved locations)

● Incident Chat room - generated for each event enabling dispatchers, call takers and units/resources to exchange recorded information




● Command Line Interface (CLI) - Enabling dispatchers to manage system capabilities and dispatch incidents as an alternative to the graphical user interface.

● Single Sign On (SSO) - Can be configured to enable authorised users to access the main NFHelp Dispatcher as well as sub-systems.

● Multiples Control Centres - This capability allows an organisation to separate multiple agencies, teams and jurisdictions within the NFHelp system. During events requiring collaboration, access to different control centres can be turned on ad-hoc.




Reporting and Monitoring

NFHelp system has built-in supervisor views accessible from both the Dispatcher web console and directly from the mobile application.

Aggregated reports can be generated and displayed ad-hoc for debriefing.

Built in dashboards can display important PKIs and can be used for ongoing analysis of the agency’s performance.

Agencies can have access to a sandbox environment allowing for end-to-end training of new recruits or current dispatchers and also for testing of new functionality.

Audit trail / time stamps - data entry and other interactions with the system’s components are logged and time stamped - this allows for accurate debriefing

and allows users to see who did what and when.

The system can present the incident log and visualise historical / closed events - including the display of locations breadcrumbs on the map.




Interfaces

NFHelp dispatcher can seamlessly interface with 3rd party call handling systems and provide the dispatchers and call takers with caller identification details (ANI) and location information (ALI).

The dispatch server can interface with other 3rd party databases using WebServices or other legacy integration methods. Allowing the connection to national databases and other record management systems (RMS).

Using the built-in form generator administrators can design easy to use lookup queries that can be initiated during an incident and stored as part of the incident record.

The NFHelp GIS engine can easily interface with 3rd party GIS engines and has built integration with Google Maps Business GIS engine and the ability to layer ArcGIS server map layers.

The NFHelp server has built in integration with 3rd party SMS gateways (has the ability to send out text messages using HTTP enabled SMS aggregators) and has the ability to send out email message via a built-in SMTP service.

The modular design of the system allows for unlimited interfaces and integrations with 3rd party system from both our cloud instant or from a system that is installed locally.









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NFHelp CAD Product Description 2016