This ACO answers and processes all requests for ambulance in prompt and efficient manner using the mandated screening tool and established protocols in order to stabilize and effectively communicate with each individual who requests ambulance services across the Algoma Region.

When you call for emergency medical assistance, the call taker will first confirm the location where the paramedics are needed using a system called Automatic Number Identifier/Automatic Location Identifier (ANI/ALI). They will then ask you some important questions about the patient’s condition:

• “Is the person awake?”
• “Is the person breathing normally?”
• “How old is the person?”
• “Tell me what happened.”

If the patient’s condition does not appear to be life-threatening based on your answers, the call taker may ask additional, more specific questions. If the situation is serious, they will provide immediate instructions for life-saving measures over the phone.

The call will be prioritized and sent to the Dispatcher, who will dispatch the paramedics as quickly as possible – utilizing the closest ambulance in time to the location of the emergency. For life-threatening emergencies (Code 4), the call must be prioritized and sent to the dispatcher within 45 seconds at the 90th percentile.

While the paramedics are on their way, the call taker will continue to gather more information using a flow chart called the Dispatch Priority Card Index (DPCI). This chart directs the call taker to ask specific questions depending on the type of emergency. The DPCI can also help the call taker provide instructions for first aid before the paramedics arrive.

It is important for call takers to remain calm and collected, as they handle a high volume of calls from distressed individuals each day.

This ACO will assign the closest available ambulance resource to all emergency calls in time, not distance, to the call’s location in accordance with the deployment plan.

The dispatcher first receives the emergency call information on their main computer screen. They are notified by both visual and audible prompts that a call needs to be dispatched. The next step is to locate the address in a computerized mapping system to identify the closest most appropriate paramedic unit to respond to the call. This all must take place within 75 seconds or less.

The paramedics are then notified of the call via radio or paging system. Once the ambulance is en route, the dispatcher provides paramedics all the relevant information they require to help the patient including the call location, hazards (if applicable), the patient’s age and gender, the type of medical emergency and what additional resources are responding.

The dispatcher will monitor the paramedics from the time they are en route to the scene of the emergency until the time the paramedics clear the hospital and become available again. Meanwhile paramedic units to strategic positions within the city and Algoma District as dictated by the deployment plan. They also monitor eating periods, as well as work to ensure paramedic units are sent home on time at the end of their shifts.

The dispatcher also assigns all other non-emergency calls in accordance with deployment plans and in a manner which does not compromise emergency coverage. They do this all while adhering to the emergency coverage statements set out in policies and SOP.  

This ACO is responsible for monitoring:

• four radio channels
• up to 18 ambulance
• seven first reponse teams
• up to 21 Fire Departments and any local aircraft transmissions.

This ACO provides break relief for all on-duty staff and assists in overflow workload from the call-taker and dispatcher in order to support the team, as needed. 

This ACO oversees and supervises the operations of the CACC call floor. They liaises with all stakeholders, performs equipment troubleshooting, and assists in call-taking and dispatching duties to support the team, as needed.