Crisis Dispatch Map Guide

As of 10/29, we’ve enhanced the Dispatch Map to improve operator and administrator workflows for sending dispatch requests and monitoring Mobile Crisis Unit activity!

In this article:

• Crisis Dispatch Map Enhancements

• Key Definitions

• Crisis User Workflows

• FAQs
   

Overview: Crisis Dispatch Map Enhancements

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The updated Crisis Dispatch Map introduces an improved, streamlined experience for Crisis Operators and Administrators. The new enhancement improves visibility, reduces workflow fragmentation, and provides real-time insight into MCU (Mobile Crisis Unit) populations.

This new experience allows:

• Crisis Operators to seamlessly review MCU availability/status, location, tags, ETA and organization details in real time, ensuring they can quickly identify the best match for a dispatch request. 

• Crisis Administrators to gain greater visibility into their MCU population. Crisis Administrators will gain access to the dispatch map with the ability to view tags, availability/status, and oversee MCU location within a given range all from the same map view that Operators will see. 

  • Note: The monitoring page is still available. Administrators can manage the tags and status of MCUs in the monitoring page.

What's new?

• Unified Map Experience: Operators and Administrators now both have access to the same map through the navigation bar that allows for enhanced monitoring of MCU populations. Administrators can now view MCU status, tags, and location all within one singular view.

• New Fields available on MCU cards:

  • Status

  • Region

  • Miles to crisis address

  • Estimated time to arrival

  • Address of where the MCU currently is (City, State, Zip only) 

  • Status pill (available, unavailable etc)

  • MCU name

  • MCU phone number

  • Organization name

  • Associated tags

• Situational Awareness Timer: Automatically starts when an MCU marks “Arrived” and stops when marked “Departed”. This timer was designed to showcase how long an MCU has been at the scene of crisis.

• Map Colors

  • 🟢 Available

  • 🟡 En Route / On the Way

  • 🟠 Arrived

  • ⚪ Unavailable

• Filter Enhancements:

  • New Filters: MCU Name (keyword), Region, Organization, Distance, Tags, and Sub-Status (Requesting, On the Way, Arrived, Checked Out).

  • Deprecated Filters: ZIP code, Response Type, Specialties, Responder Type.

    • Filters now appear in a collapsible drawer on the right-hand side of the map.

• Navigation Bar Access: 

  • Monitoring View: Allows users to monitor MCU activity without dispatching. Dispatching is unavailable from this view.

  • Default Settings: Shows all available MCUs within a 10-mile radius centered on the state capital. The address can be updated from the “address bar” and the 10-mile default radius will re-center on the input address. The 10-mile radius can be updated within filters to show closer or further results depending on which option you select in the “distance” filter.

  • New Dispatch Map tab for both Operators and Administrators.

• Visual Updates:

  • The map is now greyscale.

  • The Edit button no longer allows for edits within the map; users are redirected to the Contact Form for changes.
     

Key Definitions

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1. MCU: Mobile Crisis Unit. Typically refers to an individual or team that appears on the dispatch map and can be sent dispatch requests.

2. MCU Card: Mobile Crisis Unit Cards refers to the informational card that hosts a number of key identifiers in association with the MCU. The newly available identifiers are:

   • Mobile Crisis Unit Cards refers to the informational card that hosts a number of key identifiers in association with the MCU. The newly available identifiers are:

   • Status

   • Region

   • Miles to crisis address

   • Estimated time of arrival

   • Address of where the MCU currently is (City, State, Zip only)

   • Status pill (available, unavailable etc)

   • MCU name

   • MCU phone number

   • Organization name

   • Associated tags

3. Sub-Status: Statuses that can be attached to an MCU. These statuses are:

   • Available

   • Unavailable

   • Arrived

   • En Route

4. Situational Awareness Timer: A timer that increases once an MCU has marked “arrived” to the scene of crisis they were dispatched to. This timer will showcase how long an MCU has been at the scene of crisis.

Crisis User Workflows

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Capabilities for Crisis Operators:

• Access the Dispatch Map via the Contact Form or Navigation Bar.

• Filter MCUs by keyword, organization, or region.

• Toggle “Include Unavailable” to view all MCUs.

• Review MCU Cards for ETA, distance, and tags.

• Send Dispatch Requests via the Contact Form (not from Nav Bar view).

Capabilities for Crisis Admins:

• Access the Dispatch Map from the Navigation Bar.

• Monitor MCU Statuses (available, en route, arrived, unavailable).

• Use Filters to narrow by organization or region.

• Toggle “Include Unavailable” to view all MCUs.

• Review MCU Cards for ETA, distance, and tags.

• Note: Dispatching is not available for administrators. Managing tags and statuses is available on the Monitoring Page.

How can you use the platform for your core workflows?

Sending a dispatch request (Crisis Operator):

1. Navigate to “Contact Form” tab and fill out necessary required information to send dispatch request.

2. Click “Dispatch” from within the Contact Form.

3. User is redirected to Dispatch Map.

4. By default, the map will populate with MCUs available within a 10-mile radius from the Crisis location.

5. Review list and map of MCUs, determine best choice and click “Request” to send a dispatch request,

Filtering the dispatch map:

1. Navigate to the Dispatch Map either through the navigation bar or through a Contact Form

2. Click “filters (0).”

3. Drawer opens on right-hand side of map that showcases all options that users are able to filter by

4. Select desired filter options.

5. Click “Apply” to see filters apply to the map and list or click “Clear All” to remove selected filter options.

Include Unavailable:

1. Navigate to the Dispatch Map either through the navigation bar or through a Contact Form.

2. Toggle on the “Include Unavailable” toggle.

3. See map populate with MCUs who are unavailable or have other statuses than Available.

4. Toggle off “Include Unavailable” to again show only Available MCUs.

Editing the Crisis Location:

1. Navigate to the Dispatch Map through a Contact Form.

2. See banner that showcases person in crisis, caller and location information.

3. Click “Edit” button available on the right hand side of the banner.

4. Modal appears stating “Are you sure you want to leave this page to edit the Contact form?”

5. Click “yes.”

6. User is redirected to the corresponding Contact Form and is able to make any edits necessary.

Using the Address Bar:

1. Navigate to the Dispatch Map through the Navigation Bar.

2. Enter desired address in Address Bar.

3. Map will readjust and center to a 10-mile default radius around the entered address.

   • Note: by default, the navigation bar map defaults to a 10-mile radius from the states capital.

Review MCU Details and Location:

1. Navigate to the Dispatch Map either through the navigation bar or through a Contact Form.

2. See list on left-hand side of map that displays all available MCU cards.

3. Review items like MCU name, current location, tags, status etc.

4. Click an MCU card from the list to showcase that MCU location on the map.

5. Click an MCU icon on the map to showcase that MCU card on the list.

FAQs

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1. How do I access the new Dispatch Map?

   Admins can only access the new Dispatch Map through the navigation bar by selecting the tab “Dispatch Map”. Operators can access the new Map through the navigation bar by selecting the tab “Dispatch Map” or through Contact Forms.
    

2. Can I still edit contact details from the Dispatch Map itself?

   No. Editing is now done within the Contact Form. You will be prompted to return to the Contact Form if you wish to make edits.
    

3. What do the colors on the map mean?

   🟢 Available, 🟡 En route, 🟠 Arrived, ⚪ Unavailable.
    

4. Why can’t I dispatch from the navigation bar “Dispatch Map” view?

   The navigation bar Dispatch Map view is monitoring-only. Dispatching is available from within the Contact Form and therefore is only available for operators.

5. What is the situational awareness timer?

   This newly implemented “situational awareness” timer indicates how long an MCU has been on-scene after marking “Arrived.”

   
    

6. Can I still filter by zip code or responder type?

   • No, these filters were removed. The items that are available to filter by are as follows:

   • MCU Name

   • Organization (name)

   • Regions

   • Tags

   • Substatus

   • Distance
      

7. Why can’t I see the “Dispatch Map” tab?

   The tab is only visible if your organization has dispatch enabled. You also will not see the “dispatch” button available within contact forms unless your organization has dispatch enabled.
    

8. What’s the default view when I open the map either from the navigation bar or from within a contact form?

   Navigation Bar: Shows all available MCUs within a 10-mile radius centered on the state capital. The address can be updated from the “address bar” and the 10-mile default radius will re-center on the input address.

   Dispatch Map: Shows all available MCUs within a 10-mile radius centered on the Meeting Location address entered on the Contact Form.

   • The 10-mile radius can be updated within filters to show closer or further results depending on which option you select in the “distance” filter.
      

9. Is this feature mobile friendly?

   Yes, the new map is mobile responsive and can be used on smartphones.
    

10. Where can administrators manage MCU tags and statuses?

    Administrators will still manage MCU tags and statuses through the Monitoring tab, which is unchanged.