In Emergency Communications, call-handling protocols refer to a series of guided questions to assist the 911 professional in determining the nature and severity of the emergency the caller is reporting. Protocols provide a structure for gathering information from the caller to enable the 911 professional to accurately classify and prioritize the response.
 
Call handling protocols also provide the 911 professionals with appropriate instructions, based on the call classification, to give to the caller to aid in life-saving and safety measures until the field responders arrive at the scene. Examples include instructions on how to perform CPR, give the Heimlich maneuver, and use an automated external defibrillator (AED).
 
Sugar Land Public Safety Dispatch began using a call-handling protocol system for Fire and EMS calls when the City began our ambulance service. Dispatch personnel has been hindered by the unreliable interface that exists between the current call-handling protocol system and the computer-aided dispatch (CAD) system. The current system also lacks the ability to automatically transfer information to the CAD system indicating the severity of the call, which aids Dispatch and the Fire/EMS department in determining the appropriate response.
 
The Priority Dispatch protocol system is recognized worldwide as the leading standard of care and practice for call-handling protocols. Priority Dispatch Corp. is the only dispatch system provider with an in-house research and development organization and approval of a recognized body of industry experts, the International Academies of Emergency Dispatch. The Priority Dispatch Corp. MPDS and FPDS call-handling protocols have the functionality to assign a “determinant code,” which indicates the nature and severity of the call. This will aid both Dispatch and Fire/EMS in customizing the response to a call for help.
 
This system is used by the other agencies in the GRID CAD Consortium, and a proven interface already exists with our current CAD system and with the Motorola Premier CAD system we will be switching to in the next couple of years.
 
The City of Sugar Land’s cost for FY23 is $169,062.00. American Rescue Plan Act (ARPA) funds will be utilized for the year one expenditure. This pricing includes the initial implementation and training, which includes training for call-takers, quality assurance, and administrators. Annual system license renewal, service, and support will be due in years 2 through 5, totaling $68,640.00. The total cost to the City of Sugar Land is $237,702.00 over the course of five years.

Public Safety Dispatch is recommending approval of the contract with Priority Dispatch Corp. for Medical Priority Dispatch System (MPDS) and Fire Priority Dispatch System (FPDS) call-handling protocol implementation and training, for year one (1), in the amount of $169,062.00. Annual system license renewal, service, and support will be due in years 2 through 5, totaling $68,640.00, for a total cost to the City of $237,702.00 over the five-year term of the contract.