Severe Weather Dispatch: Difference between revisions
From Portland NET Wiki
AWestervelt (talk | contribs) Added the "Dispatch Triage" section to the dispatch guide |
AWestervelt (talk | contribs) adding "getting help" section of dispatch guide |
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## "GS has 541." | ## "GS has 541." | ||
## And the Dispatcher acknowledges this maybe by saying "Thanks!" or putting a thumbs-up emoji in Slack under this comment. | ## And the Dispatcher acknowledges this maybe by saying "Thanks!" or putting a thumbs-up emoji in Slack under this comment. | ||
# Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. | # Change Nexus status to “Completed: Dispatched,” enter the “Completed Date” and “Completed Time,” and save again. If Ground Support has taken the ride, put "ECC Ground Support" in the STATUS column. NOTE THAT when you do this and save, the Nexus automatically sends an email to ECC Ground Support. Therefore, please don't changes status and save until you receive confirmation in slack that Ground Support has taken on your ride request. | ||
# Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going. | # Now go back into Slack and tag the 211info Liaison to let them know that the ride has been scheduled, so that the Liaison can call the client and tell them what sort of transport to expect and when, and where they'll be going. | ||
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* If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). | * If the caller has a lot of gear, people, etc., confirm that the taxi can accommodate, order a large rideshare vehicle, or request an ECC Ground Support van (in that order). | ||
* If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats. | * If the request is for a family, tag the Family Sheltering Specialist at 211info or another supervisor in Slack and wait for further instructions. We use different processes for families, and children may require car seats. | ||
==== Getting Help ==== | |||
Many different challenges can come up during dispatch. Please don’t be afraid to ask for help. | |||
* Any time you have a question, get stuck, or feel frustrated, please reach out to your NET Dispatch team in Slack. This is a very supportive group of people. | |||
* You can also reach out to the staff at 211info. They have a lot of empathy, training, and experience and are happy to support you. You can contact them through Slack, too. | |||
* If there’s a problem with the Dispatch Nexus tool, or if you have an issue that can’t be resolved, please contact your Dispatch Lead. If they aren't responding in Slack, you may call them 24/7 at the phone number they'll provide you in your deployment email. | |||
What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation. | What if I’m working on a call and my shift ends? Finish it if you can. If you cannot, try to hand the request over to one of the next NET Dispatch volunteers. Provide them a full briefing of the situation. If a Dispatch volunteer is not available, contact your Shift Lead What if I find out the transport vehicle didn’t pick up the rider? Alert 211info staff in Slack so they can try to follow up and see if the rider still requires transportation. | ||
