LifeNet operates two 24-hour-a-day EMS dispatch centers staffed by experienced personnel familiar with the geographic area, city streets, and addressing system of our service area.

The technologically superior communications centers are fully equipped with the proper Enhanced-911 emergency response system equipment to receive both voice and data communication from the primary transfering E-911 center and provide two-way radio communications that meet or exceed the paramedic standard for all EMS communications.

Additionally, both LifeNet Communication Centers are protected from service interruption by an appropriate sized back-up generator, and redundant radio back-up systems.

Call Center Process

LifeNet’s state-of-the-art communications facilities are fully integrated with each of our service areas E911 access points. LifeNet provides and maintains the equipment that allows a primary 9-1-1 operator to forward all voice and data information to the appropriate LifeNet communication center by pressing a single button. The company also maintains compatible radio equipment for area ambulance services, and is compatible with public service agencies such as police, sheriff, fire department, and other appropriate organizations.

LifeNet communication center's are located in Texarkana, Texas and Hot Springs, Arkansas and are used to coordinate and dispatch emergency and non-emergency ambulances throughout the service area.

LifeNet's Texarkana communications center processes approximately 23,300 calls a year while our Hot Springs communication center processes approximately 12,000 calls a year.

Initially, a caller will contact a 9-1-1 operator who will direct them to one of three emergency service operators—police, ambulance or fire—depending on the nature of the emergency. When the call is directed to one of the LifeNet communications center, the caller’s address and telephone number are displayed on the call monitor. Once the pick-up location is confirmed, the information from the display is downloaded into LifeNet’s Computer Aided Dispatch (CAD) system, and an emergency pre-alert is directed to the emergency medical dispatcher for unit assignment. While the call-receiver is questioning the caller as to the nature of the problem, the dispatcher is notifying a paramedic crew of the pick-up location.

The call-receivers determine call priority by using the Advanced Medical Priority Dispatch System (AMPDS). This expert system, which is recognized as the standard of care for emergency medical dispatch, helps call-receivers identify the nature and severity of the call. Using the AMPDS questioning sequence, the call-receiver evaluates the patient’s condition and selects the appropriate response option. Once this is done, the call-receiver updates the ambulance dispatch form, and the ambulance dispatcher relays the details of the call to the responding paramedics. Based on the specific protocol, the call-receiver may stay on the line with the caller to provide pre-arrival assistance and support if needed. This assistance may include providing the caller with instructions for cardiopulmonary resuscitation (CPR), the Heimlich maneuver for a choking patient, or coaching the caller in the delivery of a baby. Poison control and hazardous materials (Hazmat) services are also available to the communications center if needed.

Communications center personnel also monitor the availability status of area hospital emergency departments. This information helps responding paramedics know which hospital is open for specific types of care, e.g., critical/trauma, etc., thus helping to ensure quick attention for patients requiring critical care and assisting in appropriate distribution of patients requiring less critical care.

The job of communication center personnel is also to ensure that an emergency vehicle is available when needed. As well as selecting, notifying and supporting the paramedics who respond to the requests for emergency service, communication personnel ensure the optimal distribution of available paramedic crews throughout the service area, 24 hours a day, every day. They do this by deploying ambulances in response to call demand. It is a highly technical skill that requires a great deal of attention and careful analysis of system demand, system fluctuations and geographic anomalies.