Communications Department

Every request for medical transportation and emergency fire response begins in Community Care Ambulance’s state-of-the-art Communications Center. From this hub, our team coordinates 911-originated calls, interfacility transports, and fire-related incidents, ensuring the right resources are sent quickly, safely, and efficiently.

Our dispatchers are nationally certified in both Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD). These are nationally recognized, protocol-based life-support systems that guide dispatchers through structured questioning, response configuration, and pre-arrival instructions. With this training, our team can provide potentially life-saving directions to callers for both medical and fire emergencies while units are en route.

Certified dispatchers answer every call and immediately enter mission-critical information into our Computer-Aided Dispatch (CAD) system in real time. Using live GPS monitoring, they can see the geographic location and availability of each unit in the CCA system and assign the closest appropriate ambulance or fire response partner to each request. While responding, crews receive turn-by-turn routing instructions on onboard computers, supporting safe navigation and consistent response times.

Our technology platform also supports our facility partners. An integrated online scheduling portal allows healthcare facilities to request and manage transports at their convenience, with visibility into patient movement throughout the trip. This end-to-end view helps improve coordination, reduce bottlenecks, and enhance overall patient flow.

When you call for help, the process starts with a simple but critical question: “What is the address of the emergency?” From there, our dispatchers confirm your location and callback number, determine what is happening, and guide you through step-by-step instructions. For medical incidents, this can include CPR and other life-support measures. For fire-related emergencies, EFD protocols provide direction on evacuation, staying low from smoke, and other key safety actions until first responders arrive.

Emergency Medical or Fire Dispatch protocols, developed by the International Academies of Emergency Dispatch, are used in thousands of communications centers worldwide and serves hundreds of millions of people each year. The program includes formal education, certification, and ongoing quality improvement benchmarks. Through this framework, our dispatchers learn how to handle distressed callers, identify the correct chief complaint, assign the optimal response, and maintain clear, effective communication between callers and responders.