How We Serve
Here’s an overview of how our teams manage calls and provide essential services.
Standard Operations
When you make a 9-1-1 call, it gets routed to Metro Communications. Call takers verify the location, telephone number, and type of emergency, then gather necessary information and give pre-arrival instructions. Each call for service is processed using a standard protocol to determine priority and resource deployment needs. After gathering information, the same or another operator dispatches and assigns responders to the incident. If necessary, the original call taker remains on the line, ensuring continuous support until emergency responders arrive.
Tactical Dispatch
Tactical Dispatch expands the role of dispatchers from the 911 center to the incident itself. Tactical Dispatchers respond directly to the scene of critical incidents. These can include hostage situations, suicidal subjects, and high-risk warrants. Tactical Dispatchers provide accurate and timely documentation, track resource status, and manage tactical communications related to the event. The Tactical Dispatch Team (TDT) members are on-call and deployed to the scene, setting up in the Unified Mobile Command Post to coordinate requests. Continuous training ensures Tactical Dispatchers are prepared to handle these situations.
Training Team
Metro’s Training Team provides real-world experiences for recruits, emphasizing problem-solving using established Core Competencies and cross-disciplinary knowledge. The Training Team oversees the comprehensive training program. It consists of a Metro Supervisor and Advanced Communications Operators (ACOs). The Metro Supervisor facilitates classroom training, manages center rotations, and is the direct contact for recruits. ACOs provide one-on-one live environment training in the 911 center. They act as coaches and mentors and give written and verbal feedback. Recruits are evaluated on ten core competencies, ensuring high-performance standards and continuous improvement.
Quality Assurance
Metro uses the Medical Priority Dispatch System (MPDS) to handle emergency medical dispatch (EMD) calls. They provide scripted instructions for situations like CPR, airway obstruction, hemorrhage, and childbirth. MPDS has been instrumental in saving thousands of lives. Metro is recognized as an Accredited Center of Excellence through the International Academy of Emergency Medical Dispatch and has held this distinction since 2000. Metro was the first accredited center in South Dakota and the 45th in the world.
Metro also utilizes a Live-QA program, a real-time performance evaluation on the dispatch floor of non-medical related calls and radio traffic. Every employee receives a minimum of six EMD call reviews and six non-medical call reviews per quarter.
Nena and the Handling Team
Metro Communications has a dog named Nena who resides at the 911 center full time. Six handlers are responsible for her training, veterinary care, grooming, and daily needs. Handlers ensure Nena receives at least one hour of training per week. Nena contributes to the well-being and positive environment at Metro Communications and provides support for our team.