Here are some helpful definitions for commonly used public safety terms and acronyms.
Alternative response models (ARMs)
Alternative response models (ARMs) are emergency response strategies that allow law enforcement to work with behavioral health professionals and other appropriate stakeholders for improved responses.
Assistive AI
Assistive AI embedded in a public safety platform sorts through data identifying patterns, trends and statistical anomalies in real-time to provide actionable information as situations unfold. It can also integrate data from disparate systems and allows collaboration between users and agencies.
Automated dispatch
Automated dispatch is a time-saving feature of a public safety platform that automatically dispatches the nearest available field unit to an event.
Calls for service
Calls for service generally describes the number of phone calls received in the ECC or PSAP related to a request for response.
Call-taker
Call-taker is a role performed by public safety telecommunicators, dispatchers or operators. Call-takers handle emergency calls by calmly obtaining critical information and transferring them to the appropriate dispatchers. They must quickly make decisions about the nature of incidents, enter information into CAD systems and often calm and provide lifesaving instructions to callers. In many cases, after a period time, successful call-takers become dispatchers. Call-taker also may be a specific job title in larger agencies.
Computer-aided dispatch (CAD)
Computer-aided dispatch (CAD) is a system of software packages used to dispatch emergency services or field workers. CAD typically integrates a wide range of features like call handling and dispatching, field communications and data reporting and analysis.
Consolidated PSAP/ECC/communications/911 dispatch center
A consolidated PSAP/ECC/communications/911 dispatch center is a single facility comprised of two or more agencies that together serve an area, often as one county or regional service. There are many forms of consolidated centers, but they are generally managed by one agency or authority which may serve one or more “customer” agencies. A co-located center is where multiple agencies share a physical building and largely maintain separate operational control. Many factors drive the push for consolidation, including cost savings, fewer staffing needs, technological innovation and response efficiency.
Dispatcher
Public safety dispatchers, also called public safety telecommunicators or operators, are primarily responsible for dispatching field units to events. Many agencies require dispatchers to also be call-takers while others have separate roles for dispatchers and call-takers.
Emergency communications center (ECC)
An emergency communications center (ECC), or public safety answering point (PSAP), is a facility that receives emergency calls and coordinates responses to them. PSAPs are staffed with call-takers and dispatchers, operate 24 hours a day and exist in many different forms, including primary, secondary and consolidated PSAPs.
Emergency medical services (EMS)
Emergency medical services (EMS) is a field of medical work that provides life-saving services to those in emergency situations. Since these situations occur away from hospitals, EMS agencies utilize various vehicles, the most popular being ambulances, to find and transport patients. Emergency medical responders (EMRs), emergency medical technicians (EMTs), advanced EMTs (AEMTs) and paramedics all provide EMS.
Emergency medical technician (EMT)
An emergency medical technician (EMT) is a professional who provides basic life support to patients away from hospitals.
Emergency operations center (EOC)
An emergency operations center (EOC) is a physical, virtual or hybrid location where leaders coordinate emergency response and management.
Event
An event or incident is generally a request for public safety services. No matter how many units respond or reports are made, there will generally only be one event. All records and data from the various reports and unit responses will be tied into one primary event.
First responder
A first responder is anyone responsible for providing care related to an emergency event, including 911 professionals and field responders.
Field responder
Field responders include police, fire, EMS and other personnel who physically respond to incident locations.
Incident
An incident or event is generally a request for public safety services. No matter how many units respond or reports are made, there will generally only be one incident. All records and data from the various reports and unit responses will be tied into one primary incident.
Next Generation 911 (NG911/112/999/000)
Next Generation 911 (NG911 in the U.S. and Canada), NG112 (in the EU), NG 999 (in the UK) and NG000 (in Australia and New Zealand) are initiatives to replace analog or legacy emergency call infrastructures with IP-based systems to improve emergency communications services. These initiatives allow for faster, more resilient and diverse forms of communication. With NG911/112/999/000, the public can reach an emergency communications center (ECC) by voice, text, talk to text and automatic notification systems (like those for vehicle crashes and home security).
Operator
Public safety operators, also called dispatchers or public safety telecommunicators, are primarily responsible for dispatching field units to events. Many agencies require operators to also be call-takers while others have separate roles for dispatchers and call-takers.
Physical security information management (PSIM)
Physical security information management (PSIM) is a software platform that integrates multiple security devices and applications to assess, resolve and document incidents and evaluate processes.
Public safety agencies
A public safety agency is a government agency responsible for protecting the public. The most common public safety agencies include law enforcement (police), fire services, emergency medical services (EMS) and emergency communications (PSAPs).
Public safety answering point (PSAP)
A public safety answering point (PSAP), or emergency communications center (ECC), is a facility that receives emergency calls and coordinates responses to them. PSAPs are staffed with telecommunicators performing call-taking and/or dispatching duties, operate 24 hours a day and exist in many different forms, including primary, secondary and consolidated PSAPs. Primary PSAPs are the initial answering points for 911 calls. Secondary PSAPs are secondary answering points to which primary PSAPs transfer incidents and calls for service.
Public safety platform
The public safety platform – a holistic bundle of solutions that allows agencies to digitally transform and get the most out of their technologies – is the central nervous system of emergency communications centers (ECCs), public safety answering points (PSAPs), emergency operations centers (EOCs), 911 centers and other public safety command centers. The mission-critical heart of a public safety platform is the computer-aided dispatch (CAD) system. CAD integrates with other technologies like records management system (RMS) and video management, as well as powerful collaboration, mobile and analytics tools to make a powerful, robust public safety platform.
Real-time crime center (RTCC)
Real-time crime centers (RTCCs) are comprised of one or several agencies and are primarily associated with law enforcement. RTCCs handle the management of major incidents and have more technological resources than a typical single agency.
Real-time incident/intelligence center (RTIC)
Like real-time crime centers but beyond the scope of law enforcement, real-time incident (or intelligence) centers (RTICs) are public safety centers that use data collected from various sources to coordinate responses to state and local emergencies.
Records management system (RMS)
Records management systems (RMS) allow law enforcement officers to store, retrieve and view records, documents and files from anywhere. With an RMS, an officer can quickly capture and harness information about people, places and incidents to reduce paperwork, inform investigations, streamline administration, effectively manage resources and enhance community safety.
Remote dispatching
Remote dispatching refers to dispatchers working remotely made possible by CAD systems with browser-based interfaces and mobile capabilities, cloud-based technology and virtual private networks (VPNs). Remote dispatching can ease staffing issues for PSAPs and improve dispatcher well-being by allowing for more flexible work schedules and the ability to work from anywhere with a fast, reliable internet connection.
Run
The response of an individual public safety vehicle or apparatus to an event. A single incident may generate multiple “runs.” These may also arrive in a variety of ways – phone calls, alarms, data transmissions, radio reports from units in the field.
Smart city
A smart city uses technology to collect and analyze information from various sources to support the monitoring, management and improvement of public safety, utilities, transportation, infrastructure and other public services.
Telecommunicator (public safety)
Public safety telecommunicators, also called dispatchers or operators, are primarily responsible for dispatching field units to events. Many agencies require telecommunicators to be call-takers while others have separate roles for dispatchers and call-takers.
Video management software (VMS)
Video management software (VMS) is a video surveillance system’s user interface used to manage multiple cameras and video streams.
Workstation
PSAP workstations or consoles are desks or furniture ergonomically designed for call-takers or dispatchers. These often support multiple computer monitors, sit-to-stand functionality, cable management and personal climate control.
