![\"\"](\"https:\/\/onstaronthejob.com\/wp-content\/uploads\/2024\/04\/Directors-1960x1068-v3-1024x558.png\")
\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\tGeneral Motors\u2019 OnStar has become the first nongovernment entity to be honored with the Triple-Accredited Center of Excellence (Tri-ACE) status by the International Academies of Emergency Dispatch (IAED)\u00ae<\/sup>. OnStar has completed a rigorous and measurable set of globally recognized best practices for emergency medical, fire and police emergencies. Behind the scenes, OnStar Emergency Advisors have the support and guidance of a trio of professionals experienced in public safety to help them become the best of the best.<\/p>\n\n The OnStar Emergency Directors \u2014 Dr. Paul Stiegler (Medical), Mike Thompson (Fire) and Richard Frayne (Police) \u2014 are important resources for the Emergency Advisors, offering guidance in a variety of areas ranging from protocols to accreditation. <\/p>\n\n Let\u2019s learn a little about each of these directors:<\/p>\n\n Dr. Stiegler has been involved in emergency medicine since 1979, shortly after it became a board-certified specialty. A graduate of the University of Minnesota Medical School, he is boarded in Emergency and Family Medicine, held directorships at all levels of EMS and 911 Emergency Communication, and is a consultant for the IAED.<\/p>\n\n Since 2010, Dr. Stiegler has been the Emergency Medical Director for OnStar and is responsible for helping Advisors understand why protocols are important and why they\u2019re in place. \u201cThe EMD program is scripted and works well, but to be a good emergency call processor, you should really know the medical reasoning behind it,\u201d he says. \u201cMy job is to help them be situationally aware of what\u2019s happening while they are asking all these scripted questions.\u201d<\/p>\n\n<\/p>\n \n\n Dr. Stiegler also interacts with local EMS to assure them OnStar Advisors are trained at the same level as 911 professionals in the area of emergency call processing. \u201cThey need to know we are doing EMD at the highest level, and when we give them an Acuity Code, they can trust it \u2014 and trust that our Members are receiving the proper instructions for bleeding or chest pains, or even if they just need an aspirin. This is why accreditation is so important.\u201d<\/p>\n\n To make sure Advisors are prepared for accreditation, Dr. Stiegler looks at the results of a variety of data compiled by the Quality Assurance Team to see whether it makes sense and whether there are any outliers. \u201cMostly, I\u2019m here to teach and help them ask the right questions to get the most accurate information,\u201d he says. \u201cI wouldn\u2019t be doing this if I didn\u2019t believe in the protocol and the ability of our Emergency Medical Dispatchers to improve the outcomes of our patients.\u201d<\/p>\n\n Mike Thompson is a retired Fire Service Battalion Chief with 27 years of experience. He is a subject matter expert with IAED and has taught certification courses and provided consulting services for public-safety agencies across the United States and abroad. Thompson also has held certifications in multiple Fire and EMS disciplines throughout his public-safety career.<\/p>\n\n \u201cMy background is as an operations person who\u2019s very concerned with what happens in the field,\u201d he says. \u201cIt starts with the communication center; information gathered by OnStar is intelligence that\u2019s being developed, and that helps a First Response agency be ready with the proper resources. You can\u2019t operate by thinking that we\u2019ll deal with whatever it is when we get there.\u201d<\/p>\n\n To help develop Advisors\u2019 knowledge and help fire agencies get the information that they need, Thompson will have sessions to review Pre-Arrival Instruction (PAI) calls to see what might be causing concerns. This, in turn, could lead to the development of new policies. A recent analysis of flood-water calls helped shape recommended guidelines for considering what is life-threatening versus what vehicles just need roadside assistance. \u201cNot every call can be handled the same; they don\u2019t all fit in a nice, neat box,\u201d Thompson says. \u201cWe like to see what comes in and ask whether we can adjust training policies to allow us to manage calls like that more efficiently in the future.\u201d<\/p>\n\n In his work with OnStar, Thompson has been surprised by the type of calls that OnStar receives. \u201cI was not aware Members used OnStar to that extent,\u201d says Thompson. \u201cRealizing what information these Advisors have in terms of real-time intelligence, I\u2019d advise any PSAP to listen to them \u2026 it could save someone\u2019s life.\u201d<\/p>\n\n Richard Frayne is a retired Police Superintendent from Canada who served in a variety of roles in law enforcement. (M.O.M. stands for Member of the Order of Merit of the Police Forces.) In his 37-year career as a frontline law enforcement responder and, in particular, as an Emergency Task Unit Commander, Richard Frayne lives by the motto, \u201cShaving seconds saves time; getting information saves lives.\u201d<\/p>\n\n \u201cI have always been a person who is intelligence-driven when responding to situations,\u201d he says \u201cThe more information I have, the better decisions I make. My interest in emergency dispatch is born from the need for good information gathered from our callers.\u201d As Frayne was promoted through the police department, he was tasked with overhauling his dispatch center\u2019s call processing \u2014 he adopted the same structured call-taking system that OnStar Advisors use.<\/p>\n\n Frayne sees himself as a link between OnStar Advisors and First Responders. \u201cOnStar Advisors are not police officers, and don\u2019t physically respond to a collision, impaired driver or a domestic dispute,\u201d he says. \u201cI give a face to the First Responders they\u2019re getting information for, so they better understand the value they bring to these situations. Conversely, most First Responders have not been emergency dispatchers, and don\u2019t understand the vital role Advisors play.\u201d<\/p>\n\n In establishing protocols for Advisors, Frayne calls on his experience and knowledge of numerous areas in policing, combining theoretical concepts and practical real-world experiences. But Frayne says these protocols, along with those from IAED used by OnStar, do not work by themselves \u2014 they need a formidable team of professionals to implement them. \u201cOur Advisors exemplify professional and dedicated call-taking,\u201d he notes. \u201cI have seen 50-plus PSAPS across North America and OnStar is right at the top.\u201d<\/p>\n\n Frayne admits that prior to being involved with OnStar, he associated it more with roadside assistance and stolen-vehicle assistance. But once he joined the team, he was surprised by the types of calls the Advisors take and their intensity. \u201cI recently listened to two medical calls that involved CPR being delivered; one to a patient by his distraught wife, and the second by a grandmother pleading for help for her 7-year-old granddaughter,\u201d Frayne says. \u201cIn both cases, our Advisors remained calm and compassionate professionals.\u201d<\/p>\n\n OnStar is proud to have earned Tri-ACE and to continue being a support tool for public safety. If your agency has any questions about our call-handling and triage process, please contact us by email at emergencyservices@onstar.com<\/b><\/a>.<\/p>\n\n General Motors\u2019 OnStar has become the first nongovernment entity to be honored with the Triple-Accredited Center of Excellence (Tri-ACE) status by the International Academies of Emergency Dispatch (IAED)\u00ae. OnStar has completed a rigorous and measurable set of globally recognized best practices for emergency medical, fire and police emergencies. Behind the […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[25],"tags":[],"class_list":["post-3209","post","type-post","status-publish","format-standard","hentry","category-2024-april"],"_links":{"self":[{"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=\/wp\/v2\/posts\/3209","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3209"}],"version-history":[{"count":0,"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=\/wp\/v2\/posts\/3209\/revisions"}],"wp:attachment":[{"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3209"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3209"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onstaronthejob.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3209"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Dr. Paul Stiegler<\/h4>\n\n
![](\"https:\/\/onstaronthejob.com\/wp-content\/uploads\/2024\/04\/OnStar-quote-directors.png\")
\nMike Thompson<\/h4>\n\n
Richard Frayne, M.O.M.<\/h4>\n\n
![](\"https:\/\/onstaronthejob.com\/wp-content\/uploads\/2024\/04\/timeline-4.08.24-v4.png\")
\n\n![\"\"](\"https:\/\/onstaronthejob.com\/wp-content\/uploads\/2024\/03\/TELL-US-347x24-v4.png\")
<\/a>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"