EMERGENCY MEDICAL DISPATCH (EMD) SERVICE FOR POLICE COMMUNICATIONS CENTER
The Police Department Communications Center provides Emergency Medical Dispatch (EMD) services to the community. EMD is a critical public safety function that utilizes established medical protocols to ensure the appropriate emergency resources are dispatched and to provide life-saving pre-arrival instructions to callers and bystanders until first responders arrive on scene.
To provide these services, dispatch personnel use the ProQA software platform developed by Priority Dispatch. ProQA incorporates the internationally recognized protocols of the International Academies of Emergency Dispatch (IAED) and guides dispatchers through a structured series of questions and instructions tailored to the caller's emergency. This process helps ensure a consistent, timely, and effective response to medical emergencies.
In addition to call-processing software, Priority Dispatch provides a Quality Performance Review (QPR) program that evaluates EMD and Fire Dispatch calls for compliance with IAED standards. The review process provides ongoing quality assurance, identifies training opportunities, and helps ensure the Communications Center maintains a high level of service consistent with internationally recognized best practices.
The Police Department has utilized the Priority Dispatch system and quality assurance services since 2010. In 2021, the City entered into a five-year agreement for these services, and that agreement is scheduled to expire. Staff wishes to continue using the service through a new five-year agreement with Priority Dispatch.
Under the proposed agreement, the annual cost will remain fixed at $37,752 for each of the next five years, resulting in a total contract value of $188,760. The FY 2026/27 budget includes funds to meet this first year obligation. The agreement includes a provision allowing either party to terminate the contract, with or without cause, by providing 60 days written notice.
- Approve a five-year agreement with Priority Dispatch for Quality Performance Review services at a fixed annual cost of $37,752.
- Do not approve the proposed agreement with Priority Dispatch.
ProQA provides the protocols for the City's Emergency Medical Dispatch. The service has been used by the City for many years and staff is satisfied with the outcomes that result from its use. A new five-year agreement has been prepared to continue the service. Therefore, it is the recommendation of the City Manager that the City Council adopt Alternative No. 1 as described above.