Smart Dispatch: Using Resource Recommendations to Save Seconds

Dispatchers face split-second decisions dozens of times per shift: which unit is closest, which is actually available, and which has the right equipment for the call. Manual mental math and visual map scanning slow down dispatch, especially during high-volume periods. Intelligent dispatch recommendations automate this process—instantly suggesting the best resource based on GPS location, zone coverage, unit type, and availability status.

Why Manual Unit Selection Slows Response

• Dispatchers scan maps visually to estimate proximity, wasting 10–30 seconds per call during mental calculations
• Units appear close on a map but are unavailable, on a call, or out of service—requiring secondary searches
• Zone boundaries and coverage areas aren't always obvious, leading to cross-jurisdiction delays or mutual aid requests when closer units exist
• New dispatchers struggle to memorize unit capabilities, post locations, and jurisdictional coverage during their first months
• High call volume creates cognitive overload—dispatchers rely on habit instead of optimal assignment, sending familiar units instead of the closest ones
• Multi-agency operations compound complexity when fire, EMS, and law enforcement units overlap geographically but have different response protocols

What Intelligent Dispatch Recommendations Calculate

• GPS-based proximity: Measure real-time distance from each available unit's current GPS position to the incident address or coordinates
• Zone-based assignment: Identify which units are assigned to the zone containing the incident, ensuring coverage responsibilities are honored
• Unit availability: Filter out units that are on calls, unavailable, out of service, or marked off-duty
• Resource type matching: Recommend units with appropriate capabilities—ALS ambulances for medical emergencies, ladder trucks for structure fires, K9 units for searches
• Post assignments: Factor in which units are stationed at specific posts or fire stations, balancing response with coverage gaps
• Travel time estimation: Account for road networks and traffic patterns, not just straight-line distance

How IncidentCAD's Resource Recommendations Work

IncidentCAD's Resource Recommendations engine evaluates every available unit the moment an incident is created, ranking them by proximity and suitability. Dispatchers see an ordered list of suggested units with real-time distance calculations, eliminating guesswork and manual map scanning.

• GPS-based recommendations: IncidentCAD's GPS Tracking continuously monitors unit locations, calculating real-time distance from each available unit to the incident address
• Zone-based recommendations: IncidentCAD's Zone Management automatically suggests units assigned to the incident's coverage zone, ensuring proper jurisdictional response
• Filtered by availability: Only units with available status appear in recommendations—dispatchers never waste time checking unavailable or off-duty resources
• Resource type filtering: Recommendations respect incident type requirements defined in Customizable Response Plans, suggesting appropriate apparatus automatically
• One-click assignment: Dispatchers select the recommended unit with a single click—no typing, no searching, no second-guessing
• Multi-agency support: IncidentCAD's Hierarchical Organization enables recommendations across fire, EMS, law enforcement, and mutual aid agencies from a unified view

GPS-Based vs. Zone-Based Recommendations

Different operational scenarios demand different recommendation strategies. IncidentCAD supports both GPS-based proximity and zone-based coverage assignment, giving dispatchers flexibility based on agency policy and incident type.

• GPS-based (proximity): Best for dynamic operations where units are mobile—patrol officers, medic units, and ambulances constantly repositioning during their shifts
• Zone-based (coverage): Best for fire suppression and first-due response, ensuring stations maintain coverage responsibility even when another unit might be slightly closer
• Hybrid approach: Use zone-based for initial dispatch to honor coverage, then GPS-based for mutual aid or secondary units when zones are depleted
• Configurable by incident type: Structure fires trigger zone-based recommendations (ensuring proper first-due response), while medical calls use GPS-based (get the closest medic)

Real-World Impact on Response Times

• Eliminates 10–30 seconds of manual unit selection per call—over a 12-hour shift with 40 calls, that's 6–20 minutes saved
• Reduces dispatcher cognitive load, freeing mental bandwidth for managing multiple simultaneous incidents during peak periods
• New dispatchers achieve experienced-level unit assignment accuracy within weeks instead of months
• Multi-agency operations become seamless—dispatchers see recommended units from fire, EMS, and law enforcement agencies in one prioritized list
• Coverage gaps are visible immediately when all zone units are committed, prompting mutual aid requests before delays occur
• After-action reviews show measurable improvements in first-unit response times and proper zone coverage adherence

Configuring Recommendations for Your Agency

• Define zones and assign units to coverage areas using IncidentCAD's Zone Management and Post Assignments
• Configure Customizable Response Plans by incident type to ensure the right apparatus types are recommended automatically
• Train dispatchers on when to follow GPS-based recommendations (closest unit) vs. zone-based (proper coverage)
• Use IncidentCAD's Data Export to analyze recommendation acceptance rates and identify patterns where dispatchers override suggestions
• Review recommendations during after-action meetings to refine zone boundaries and response plans based on real-world outcomes
• Integrate with Mobile CAD so field supervisors see the same recommendations and understand why specific units were dispatched

Beyond Speed: Better Coverage and Accountability

• Recommendations enforce coverage policies—zones don't get stripped unintentionally during busy periods
• Audit trails show why specific units were chosen, supporting compliance and legal review
• Reduces favoritism or habit-based assignment—dispatchers rely on objective proximity and availability data
• Mutual aid is requested at the right time because dispatchers see when all zone units are committed
• Command staff can review recommendation adherence to identify training opportunities or policy gaps

Bottom Line

Intelligent dispatch recommendations transform unit assignment from guesswork into precision. IncidentCAD's GPS-based and zone-based Resource Recommendations eliminate manual map scanning, reduce cognitive load, and ensure the right unit reaches every call faster. When seconds matter, automation wins.

Learn more about IncidentCAD's intelligent dispatch features or explore related topics like mobile CAD deployment.

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