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24/7 Software Blog

An Infrastructure is Essential to Your Incident Management Process

by 24/7 Software / January 22, 2015

This is the year you've committed to moving away from the status quo – to change.

You’re determined to empower your staff with the ability to effectively communicate. You’re committed to getting the information you need to fully understand your operation.

Generally, we’d tell you why it’s so important to institute best practices and then show you how to put them into practice.

Today is different.

We’re going to show you how to put the process - infrastructure - in place first. It’s truly the first step in giving your team purpose.

Refine Your Process to Give Your Incident Management Purpose

How is your incident management system currently being utilized? What’s your current structure? Better yet, do you even have an infrastructure for optimum management, communication and order?

At this point, if you don’t have a something in place – anything – you’re not getting the crucial data you and your team need to continuously improve your processes and protocols.

Logging in incidents is only one piece of the puzzle. Let’s polish your incident management infrastructure so that you can achieve peace of mind.

Defining Your Infrastructure

Giving your staff the ability to communicate effectively is the goal of developing a solid foundation. You’ll then understand why your infrastructure is so vital to the success of your incident management process.

Your new infrastructure will include representatives from each department where an incident could potentially have an effect on.

A Command Center for Front-of-House Personnel

This is where you’ll control the whole show on game day. You and your front-of-house staff will put up shop in a location that’ll give them a visual of the entire stadium bowl – full awareness.

Your front-of-house department representatives include:

  1. Police
  2. Fire Rescue
  3. Event Security
  4. Parking Operations
  5. Front-of-House Dispatcher

It’s important that the front-of-house dispatcher monitor a single radio channel for incoming communications. This proven method reduces radio traffic, allowing for all representatives in the command center to receive any calls-for-service and incident details from a central source.

Every department representative needs to have the ability to view and manage their own department’s incident management dispatch queue within the command center.

All incidents coming into your system, and their associated details, should be viewable and manageable by all departments, simultaneously. Segmenting dispatch screens will allow your reps to focus on their incidents while the central dispatcher can maintain focus on the overall event.

A Command Center for Back-of-House Personnel

The back-of-house command center is set up in a separate location to mitigate confusion for departments, enhancing effective communication.

With a similar setup, your back-of-house command center will also include its own central dispatcher who monitors a single radio channel for all back of house incoming communications.

The back of house department representatives include:

  1. Information Technology (IT)
  2. Engineering/Facility Maintenance
  3. Housekeeping
  4. Concessions
  5. Back-of-House Dispatcher

Having two command centers gives you the ability to create incident records for ‘Back-of-House’ departments and ‘Front-of-House’ incidents effortlessly into your incident management system.

Once you separate these dispatch channels, you remove all communication barriers that will affect your incident management process.

Real-Time Data and Communication is Your Immediate Result

The days of incidents that are dispatched, no status, no status, and no status can finally lay to rest.

With your new infrastructure in place, you have the right communication lines open. You’ve improved your process with instant communication, multiple users in multiple locations talking to each other and department segmentation inclusive of the organization and purpose your operation needs.

Now, the status of your property’s incidents from “Dispatched,” “On Scene,” to “Closed,” will be efficiently record the details into your incident management system. Your real-time data is the effect of real-time communication.

Now we’ll show you the result of having order through the chaos.

Improved Response Times Based on Real Data

You can measure and improve your response times with an operational process. You're getting all the data you need because it’s being documented for your analysis.

You can seamlessly analyze and create a benchmark for what an effective response time to an incident is.

  •  How long does it take to receive a call?
  •  How long does it take to dispatch the incident?
  •  How long does it take to get on scene to the incident?

How long does it take to receive a call?

From the time it takes your fans to identify an incident, send a text message via your text communication platform, request assistance, your usher to report an incident via a hand-held mobile device, to your central dispatcher in the command center.

How long does it take to dispatch the incident?

For instance, a call for a fight comes in. It’s determined there’s a blood spill on scene; therefore the dispatcher must notify police, fire rescue and notify housekeeping to bring protective gloves for this incident.

How long does it take to get on scene to the incident?

From the moment the incident is dispatched to all departments, you can now effectively determine the length of time each associated department takes to arrive on scene from their current locations.

Over to You

Combined with your new structure and process, you can now dive into the vital questions to help you understand appropriate response times and the effectiveness of your operation. This information is what you need to enhance your incident management process.

Prior to your new infrastructure, your response time to an injury due to a wet spill is seven minutes. Now, your response time to the same type of incident radically decreases to three minutes at your stadium.

That’s results, and this is all because you've built an infrastructure for your operation, allowing you to record comprehensive documentation, communicate it, analyze it, and then use it to strengthen your operation even more.

Learn how to build your incident management infrastructure

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