For responders and dispatchers.

Who dispatches

VN SOS dispatchers are employed by the Vietnamese operating company, and they make every dispatch decision. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.

Source:the proposal to the Vietnamese Partner Group

The console

The coordination console is designed to be operated by VN SOS on the Terra platform. This is what it is designed to hold.

• Dispatch board

  Incidents in the order they need attention, with what was reported set beside the assessment, never underneath it.

• Fleet and crew

  Which units exist, who is on them, and which of them are actually available now.

• Live vehicle positions

  Where each unit is, so that a dispatcher chooses by distance rather than by memory.

• The driver portal

  A page on the crew's own phone, opened from a link and added to the home screen. There is nothing to install.

• Bed availability

  What the receiving side can take, recorded rather than guessed.

• Hand-over records

  Structured patient-care and hand-over records, written once and carried to the receiving team.

• Request channels

  A way for hotels and tour operators to ask for help, arriving in the same queue as everything else.

Source:what Tourist SOS states it can do

The crew's phone

The crew sees where it is going, with a map link and landmark text, because coordinates are not directions. It sees what was reported: the kind of incident, how serious, the hazards, how many people. It sees what guidance the person who reported was already given, and the frames they sent. There is one button for each state, so a tired thumb cannot get it wrong.

Offline is normal. The phone queues what it cannot send, retries, and says honestly what has not gone yet.

Source:the design rules for responders' screens

When a unit does not answer

How dispatch works today, by radio and by telephone, is settled with the people who answer the calls. When a unit has not acknowledged, the screen tells the dispatcher to telephone, and that call is recorded as what it is: a person's act.

Source:the design rules for responders' screens

What is settled with you, not by engineers

How a report is answered — the response tiers, the local words for things, how a place is described, where a patient goes, what a welfare check means here, and the hours — is settled with the people who will answer the calls. None of it is decided by engineers, and none of it is decided yet.

Source:the design rules for responders' screens

Every screen is put in your hands first

A screen no responder has held is a guess. Every screen is put in a dispatcher's hands and a crew's hands, on paper, before it is built, and what they change is written down.

Source:the design rules for responders' screens

The interpreter

With the interpreter the crew and the patient each speak in their own language. What is said is written down in the language it was spoken in and rendered for the other side. The original is always kept, a rendering never replaces it, and a correction leaves the earlier version in place.

See §1.5 · Words kept as they were said.

Source:the design rules for responders' screens

Training

The cooperation is designed to include training and quality assurance for the VN SOS team — dispatchers, coordinators and field verifiers, taught by the people who build the platform, to the same standard the platform is operated to in every market. None of it has begun.

Source:the proposal to the Vietnamese Partner Group

Honest status

Source:the record of where the programme stands