GNYHA, in collaboration with the Fire Department of the City of New York–Emergency Medical Services (FDNY-EMS), is giving member hospitals that participate in New York City’s 911 system the opportunity to tour the 911 Dispatch Center in downtown Brooklyn. A team of Emergency Department staff, Emergency Managers, and Safety and Security personnel from NYC Health + Hospitals/Elmhurst took the first tour on December 5.

Hospital staff that take the tour will learn how 911 calls are routed for processing to either police, fire, or medical branches. Once the calls are triaged to the medical branch, specially trained Emergency Medical Technicians gather the caller’s critical information, which informs ambulance dispatch workflow. Tour participants also observe call intake and see how ambulances are managed through geographically based dispatch areas. Tour participants also learn about the Citywide Dispatch desk, which sends notifications to hospitals during major events, including Mass Casualty Incidents (MCIs). Participants also visit the desk that manages critical patient notifications to hospitals.

The tour is designed to educate key staff at 911-receiving hospitals about pre-hospital operations, with an emphasis on MCI protocols. Additionally, it builds upon ongoing collaborations among hospitals, GNYHA, and FDNY-EMS to improve coordination and communication. Priority for tours initially has been given to trauma centers. Non-trauma hospitals will be offered tour dates beginning in spring 2018. For questions about the tours, please contact Jenna Mandel-Ricci.