Computer-aided call handling

Computer aided call handling (CACH) is a method of dispatching police, fire and emergency medical services assisted by a computer. CACH software automates the questioning and information-gathering process through a series of protocol scripts (emergency and non-emergency). This structured emergency call handling provides dispatch priorities, pre-arrival instructions, and any information that could be valuable for responders before they even arrive on the scene. The information gathered during the call is scored with a weighted dispatch priority. CACH will make an objective dispatch recommendation based on the severity of the incident and pass those requirements electronically to one or more Computer aided dispatch (CAD) systems for resource allocation.

CACH protocols are not structured around police, fire or medical designations. They are fully integrated, regardless of whether or not the resources are dispatched from the physical location where the call is handled. This allows the original call handler to initiate an appropriate dispatch without patching other agencies into the call or making additional calls to pass along information.

The format of CACH ensures that structured call handling is applied to every call. Since each call is handled consistently, calls, call handlers, and communication centers can be audited after the fact to verify performance standards.