IAED ETC key terms

A trained calltaker who processes medical calls using a structured protocol, gives pre-arrival instructions, and determines response priority while the ambulance is en route.

A scripted, interrogation-based protocol that guides the calltaker through case entry, key questions, determinant selection, and post-dispatch instructions for medical calls.

The companion protocol set used for fire, rescue, and hazardous-materials calls, structuring interrogation and response assignment in the same scripted way as medical dispatch.

A structured calltaking protocol for law-enforcement incidents that classifies the call by complaint and urgency to set officer response mode and priority.

The opening phase of a protocol call in which the calltaker confirms address, callback number, and the nature of the problem before moving to a specific complaint pathway.

The main problem the caller reports, chosen from a fixed protocol list; it selects which scripted pathway and question set the calltaker will follow.

The protocol-mandated questions asked after the chief complaint is chosen; their answers determine the determinant level and the instructions given.

An alphanumeric label combining a complaint number, an urgency level, and a response descriptor that tells dispatchers exactly what resources and speed to send.

The numbered branch of a dispatch script that matches a specific complaint, containing its own questions, instructions, and determinant rules.

The disciplined, scripted questioning technique used to gather scene safety, patient condition, and incident details quickly without leading or confusing the caller.

Techniques a calltaker uses to keep a distressed or uncooperative caller focused, speaking, and answering questions so the protocol can be completed.

Scripted, medically approved directions given to callers or bystanders before responders arrive, such as CPR, choking relief, or bleeding control.

Safety and preparation guidance given after units are dispatched, such as unlocking doors, securing pets, or gathering medications, to smooth the responder's arrival.

Coaching a bystander through chest compressions and rescue breaths by telephone using a scripted protocol while EMS is responding to a suspected cardiac arrest.

A CPR method using continuous chest compressions without rescue breaths, taught to untrained or unwilling bystanders by phone when a cardiac arrest is suspected.

Irregular, gasping, or snoring-like breathing that can occur in early cardiac arrest; it is treated as not breathing normally and triggers CPR instructions.

The calltaker's judgment that a patient is unresponsive and not breathing normally, which activates the cardiac-arrest pathway and immediate CPR coaching.

A portable device that analyzes heart rhythm and delivers a shock if indicated; calltakers direct bystanders to retrieve and apply one during suspected cardiac arrest.

Scripted telephone directions for a conscious choking victim, guiding back blows or abdominal thrusts and telling the caller what to do if the person becomes unresponsive.

A breathing obstruction or severe respiratory compromise, such as choking or anaphylaxis, that the protocol routes to urgent instructions and a high-priority response.

Scripted guidance for a caller assisting an imminent delivery, covering positioning, support of the baby, cord handling, and what to do if complications arise.

The process of ranking calls by urgency and resource need so that limited units are sent to the most time-critical incidents first.

The assigned urgency of a response, such as lights-and-siren emergency versus routine, which determines driving style, crew readiness, and dispatch notification.

The real-time status of each apparatus or crew, showing who is in service, committed, out of service, or returning, used to match resources to calls.

The software system that records incidents, tracks unit status, recommends or assigns resources, and timestamps every dispatch action for later review.

Automatic recording of key moments such as call receipt, dispatch, en route, and on scene, used to measure response performance and audit compliance.

Following the approved script exactly, including asking all required questions and giving mandated instructions, so that dispatch decisions are defensible and consistent.

A structured audit of recorded calls against protocol standards, scoring compliance, instruction delivery, and decision accuracy to identify training needs.

Ongoing required training that keeps certified dispatchers current on protocol changes, skills, and standards between recertification cycles.

The periodic renewal of a dispatcher's certification, requiring proof of required training hours, continuing education, and compliance with the certifying body's standards.

The fixed period, commonly two years, during which continuing education and practice requirements must be completed before recertification can be granted.

A unit used to count continuing education, typically one hour of approved instruction, accumulated toward the total required for recertification.

A telephone interpretation service that connects the calltaker to an interpreter so non-English-speaking callers can be processed through the protocol.

Text telephone technology used by deaf or hard-of-hearing callers; dispatchers must recognize the silent or clicking call and switch to text communication.

A procedure for calls with no voice contact, using text, tapping, or callback to determine whether an emergency exists before releasing the line.

The duty to treat every caller fairly, protect confidential health information, avoid bias, and never dismiss a call based on assumptions about the person.

Support programs, such as peer debriefing and counseling, offered to dispatchers after disturbing or traumatic calls to protect wellbeing and job performance.

The step of returning a disconnected emergency call to confirm whether help is needed, using caller data and a scripted callback before closing the incident.