There’s a variety of reasons some departments are still relying on legacy systems.
It typically costs more to upgrade your system, for example, and the argument of “we’ve always done things this way, and it’s worked fine” can be difficult to overcome.
That said, incident response should never be treated as “good enough,” both for the sake of the community and the first responders.
Today’s modern dispatch software provides updated technology for improved emergency response, and for fire departments where literally every second counts, you can’t afford to keep your outdated legacy system.
Key Takeaways
- Modern dispatch software improves response times, communication, and operational efficiency
- Features like automated voice dispatch, real-time updates, and GPS integrations streamline emergency responses, reducing delays and miscommunication
- Automated dispatching software offers redundancy and backup communication channels, minimizing risks of system failure or human error
- The cost of upgrading is outweighed by the price of failed compliance, poor management, and lax protocols
Dispatch Software in Fire Departments
Dispatch software is critical in ensuring clear communication and preparedness. It allows teams to respond to emergencies appropriately, both by coordinating efforts between the station and the field and ensuring that they bring the appropriate resources.
The Limitations of Legacy Systems
Some fire departments are still using “legacy systems” for dispatch, most of which involve manual, live dispatch communication. While your team may be familiar with the platform and processes you’re using now— and while it may seem expensive to upgrade to more modern solutions— there are clear limitations of legacy systems that departments must consider.
Outdated dispatch systems can result in:
- Slower response times, which can lead to devastating results in life-or-death situations
- Risk of unexpected failures from equipment
- High costs of maintenance and replacements for key equipment
- Increased risk to firefighters and victims, especially if a response is delayed or critical equipment doesn’t function properly
- No integrations or poor integration options, which can prevent the system from syncing from other tools like department inventory management
- Limited or no remote access, which decreases efficiency
- The risk of poorly relayed or misunderstood information when using “live dispatch,” especially if a dispatcher is soft-spoken
While these limitations may seem par for the course, many departments have had the frustrating and sometimes devastating experience of being on the receiving end of a too-slow, inaccurate, or inefficient dispatch.
The Need for Modern Dispatch Systems
Technology has come a long way in recent history, and no one can benefit more than emergency response teams. Fire departments have a critical need for modern dispatch software, as it immediately addresses all of the limitations of legacy systems that we just discussed.
Updated dispatch software streamlines call response by doing the following:
- Automatically relays emergency information to all relevant stations using automated voice dispatch, conveying important information instantly to all impacted teams
- Displays the status of an alert to keep stations updated remotely
- Features to consider communication line failure, with backup reporting available
- Integrations with GPS and mapping software to identify the most efficient routes and track unit locations
Benefits of Modern Dispatch Software
Updated dispatch software leverages advanced technology, automation, and streamlined processes to improve the operational efficiency, preparedness, and response of your department. It does so by offering five key benefits.
1. Improved Response Times
Modern dispatch uses automation to instantly relay emergency information to all relevant stations. They improve efficiency by providing clear, consistent, and immediate instructions to responders, making it easier for them to act quickly while reducing the risk of miscommunication-caused delays.
2. Enhanced Communication
Modern fire department dispatch, like Westnet’s, uses Automated Voice Dispatching (AVD), which is a fully automated text-to-speech system that acts as the dispatch voice on calls.
This time-saving technology provides dispatchers with a fast and consistent way to transmit and receive calls over primary dispatch channels. Crew members in and out of quarters can receive calls, along with alerts through text message, pagers, email, and even fire station printing.
By creating enhanced communication, these systems can facilitate seamless coordination and improve response times.
3. Incident Management Efficiency
Advanced fire dispatching makes summarizing incident information easier, giving your team members essential information at all points during an emergency response. You can view status alerts throughout the entire event, and track unit locations throughout a call to improve response efficiency.
4. Automation and Redundancies
Automations and redundancies are crucial for fire dispatch software, since you never want to risk system failure or human error.
These systems can leverage automation and redundancies to improve communication accuracy and avoid catastrophe from potential communication failure by doing the following:
- Leverages speech-to-text communication that’s distributed to all relevant stations, avoiding miscommunication that can happen with live dispatch callers
- Provides backup channels of communication in the event that the first-line alerting system fails, activating alternative channels like the dispatch center’s radio system automatically
- Distributes customizable alerts to multiple devices at once to ensure that they’re seen, including text, email, pagers, and fire printing stations
5. Remote Updates and Maintenance
Modern dispatch software is largely digital, which means it supports remote updates. It’s easier to keep your systems up-to-date with minimal downtime and minimal hassle, allowing your department to take full advantage of all the latest technology.
Key Features to Look For in Fire Dispatch Software
When choosing fire department dispatch systems, there are five key aspects that directly impact the team’s experience:
1. User-Friendly Interface
An intuitive, user-friendly interface is essential. It should be designed for quick navigation, with easy access to status alert displays and automated voice dispatching alerts. Team members should be able to easily customize their alerts according to their department’s standards, ensuring that they receive the relevant alerts they need.
2. System Integration
Dispatching solutions should have the ability to integrate with existing systems and databases that you’re already using to promote seamless operations. This may include records management software, NERIS reporting, and more.
You also want to ensure that your software displays the interface connectivity status of multiple integrated systems.
3. Redundant, Real-Time Alerting
Real-time alerts and status response updates allow for the immediate dissemination of crucial information. But what happens when the system fails?
Westnet’s system sends both emergency and non-emergency alerts to specific units, stations, or groups depending on what the call in question needs. Our system provides extensive details of the emergency, allowing teams to prepare accordingly and know what they’re talking into. If within one second, alerting platform does not receive immediate confirmation that the IP alert was successful, it immediately activates the backup alerting, so that there is no delay in calling the station.
4. Reliability and Support
Your community depends on you for reliable and fast support, which means you need the same from your automated dispatching system. Make sure you’re choosing a provider with dependable customer support and system reliability assurances, ideally with at least one solid backup communication option in the case of failure of the standard alerting system.
At Westnet, we have customer support teams ready to assist remotely, on-site and on the phones to help make sure your dispatching is never interrupted.
Upgrading your legacy system to automated dispatching software
Automated dispatching software can reduce miscommunication, improve situational awareness, and give firefighters the information they need to handle a situation effectively. With key integrations, customizable alerting, and GSP and mapping software, teams can arrive faster and more ready, saving lives and properties in the process.
While upgrading your system can come with a cost, the cost of failing to upgrade can be significant, resulting in stressed-out response providers, extensive property damage, and even lost lives.
Westnet's dispatching system was designed with fire stations in mind, reducing response times and team stress levels.
Learn more about how advanced dispatching solutions can support your team in managing critical incidents effectively.