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Emergency Services Communication Center (ESCC)

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The Mercy Emergency Services Communication Center (ESCC) provides call-taking and dispatching services for air ambulances, ground ambulances, and on-campus security departments, which has been in operation for over 30 years. It is a 12 seat center serving portions of four states. Last year, the team:

  • Answered a total of 98,000 CAD incidents (covering all service lines)
  • Answered 187,000 inbound telephone calls
  • Received and transmitted 520,212 radio communications

ESCC provides pre-arrival instructions over the phone to aid patients until help arrives utilizing approved Emergency Medical Dispatch protocols. Medical oversight is provided by our medical director, Dr. Thomas Lewis.

We employ licensed EMTs and Paramedics as well as maintain certification in specific disciplines:

  • Emergency Medical Dispatcher (International Academy Emergency Dispatch)
  • Emergency Police Dispatcher (International Academy Emergency Dispatch)
  • Certified Flight Communicator (National Academy Aeronautical Communication Specialists)
  • Emergency Telecommunicator Training (International Academy Emergency Dispatch)
  • Discipline appropriate training in the National Incident Management System
  • Basic Life Support for Healthcare Providers (American Heart Association)

To stay on the cutting edge of technology  the Mercy ESCC recently made upgrades to the infrastructure to include:

  • (Call Handling System) Intrado’s Viper Next Generation 911 (NG-911) Call-Handling system which meets and exceeds the National Emergency Number (NENA) standards.
  • (Computer-Aided Dispatch) iNetDispatch Next Generation CAD and Mobile Solution.
  • (Radio Console System) AVTEC Scout Radio Dispatch Console System with over 48 radio system connections located across a four-state area.
  • (Protocol Script) Medical Priority Dispatch Systems and Paramount utilized for call-taking.

Call-handing and dispatch services are available to EMS systems. Contact Mercy ESCC for further details at 417-820-3003

Mercy ESCC is accredited by Accredited Center of Excellence (ACE) – International Academy Emergency Dispatch (In 2012 became the 163rd in the world to achieve this distinction. Re-accredited in 2015)

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