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Communications and Operations Centers

Standardizing OCC Capability and Training by Implementing FAA Part 121 Dispatcher Certification Requirements

David Miller, CMTE; Apollo MedFlight

This interactive discussion will highlight the need to standardize OCC training using the FAA Part 121 Dispatcher certification model.  Apollo MedFlight has been training and certifying each operational control specialist as Part 121 Dispatchers to increase the knowledge and expertise to become more actively involved in all flight decisions.  This training is the benchmark the industry should strive for and leverages the world-wide credibility of our partner, Jeppesen Academy, in advancing and standardizing OCC-level training for all air ambulance operations.

"It's Not You; It's Me"- Improving Relationships and Communications with the Comm Center

Gene Garner, Airlift Northwest

In a time when social media, online dating, and electronic communication are typical aspects of life, effective communication skills have become more critical than ever, primarily in the Air Medical field. Have you ever asked yourself, "Why am I getting dumped?" or "How much is the way I am communicating, or not communicating, costing me (or our program and the patients we serve)?" That question, Gene helps to bridge for air medical professionals. In this powerful presentation, he shares the value of learning to use the tools we have personally and externally to master the art of communicating. Our ability to communicate with each other and the comm center is vital for smooth operations.

Most of our professional and personal life experiences are based around relationships, and those relationships affect the quality of our industry and life. When you learn verbal and non-verbal communication skills in depth, you build deeper connections with others. The better you get at using your tools, the better quality of life you'll have.

If you are ready to bring meaningful industry and life-changing communication skills to your team, this is the subject for you.

Improving Accuracy of ETAs: Going Beyond Flight Time

John Park, CFC; Intermountain Health

This course is a case study look at how one Air Medical program changed the way we look at ETA's and created a process for improving the accuracy of arrival times.  We will talk about the problem of quoting flight time only, the obstacles in getting an accurate ETA, and the lessons we learned.

Integrating Communication Center Workflow into EMS Operations

Victoria Geis, MHA, MCCP; HealthNet Aeromedical Services

Communication Centers are the foundation to any EMS program – air or ground. The start, continuum, and end to the process. Think about it; who else is “with” the air/ground providers every step of the way? Consider the interactions the communication centers have with, not only our crews, but also the hospitals - our “customers” in the critical care industry. Integrating communication center workflow into EMS operations is crucial for the success of any program. Join this session to learn how to successfully work with your communication center to integrate their workflows (or yours!) into a process that drives efficiency for all involved parties and ultimately benefits our #1 priority - the patients our crews are caring for each day.

Strengthening Teams, Improving Patient Care: The Impact of Multidisciplinary Debriefing in Critical Care and Air Medical Transport Teams- A Communication Specialist Perspective

John Collins, AEMT, CFC, EMD; Mayo Clinic
Cole Bradley, AEMT, CFC; Flight For Life
Jordan Newcome, ACS, NREMT; Mayo Clinic

This presentation will delve into the benefits of performing regular, intentional debriefings after each patient care transport in the air medical and critical care transport industry. The focus will be on the importance of including the entire multidisciplinary team, particularly communication specialists, in the debriefing process. The presentation will highlight how this structured approach can lead to better patient outcomes, increased safety, early identification and resolution of minor issues, and improved interpersonal dynamics within the transport team. This is a unique opportunity to gain valuable insights and best practices in maximizing the benefits of debriefing in air medical and critical care transport.