Enhancing emergency response with location intelligence for switchboard operators

June 27, 2023

Switchboard operators are the unsung heroes who play a pivotal role in keeping hospitals running smoothly – they ensure efficient communication and coordination all the time, and rapid response during emergencies.

When chaos unfolds, they are the steady hands that guide the flow of information, connecting the right people to the right places at the right time. 

But as demand has increased and subsequently managing emergencies has grown in complexity, traditional emergency preparedness approaches have struggled to keep up. 

In the past (and still in some hospitals), the emergency response often relied on manual processes and communication, outdated static maps, and fragmented information systems. 

These limitations presented significant challenges, making it difficult for switchboard managers to gain a comprehensive understanding of the intricate workings of a hospital at any given point. 

A lack of real-time information and actionable insights resulted in delays, confusion, and suboptimal resource allocation – all issues that can have significant impacts on the quality of care and, more notably, saving lives. 

Over recent decades, real-time location intelligence has emerged and evolved as a new solution to support switchboard operators and managers, and all other hospital stakeholders, in managing day-to-day operations and dealing more efficiently and effectively with emergency situations.

This innovative technology is transforming the way we approach emergency response and daily hospital operations, challenging the way things have been done in the past, and empowering switchboard managers with unprecedented capabilities. 

By leveraging advanced technologies such as real-time data analytics, geospatial mapping, and predictive modelling, location intelligence offers a range of new possibilities in hospital emergency preparedness. 

Essentially, switchboard operators have the instant ability to understand how people, assets, and inventory move throughout the hospital or other healthcare settings, and that ‘superpower’ is a game-changer!


The Switchboard Challenge

During emergencies, switchboard managers are the central hub for incoming calls, relaying critical information to the appropriate departments and personnel. They are the calm voice in the storm, rapidly assessing the severity of the situation and directing resources accordingly. 

A study published in 2016 reinforced the critical role of switchboard operators, reporting those who participated in the research answered over 100,000 calls per month, as well as 130 safety codes and 500 nursing codes. 

With lives hanging in the balance, decisions switchboard operators make can have a significant impact on outcomes, and are often the difference between efficient response and unnecessary delays.

However, the complexities switchboard managers face in these high-pressure situations cannot be overlooked. 

Grappling with incomplete or disparate information, and relying on handwritten notes, paper maps, and outdated contact lists have all been part of the daily challenge for many. And while integration and automation can and will solve some of these issues, the existing reliance on manual processes leaves hospitals vulnerable to human error and slows down the entire emergency response chain.

Moreover, the limited visibility provided by manual processes hampers a switchboard manager’s ability to understand the dynamic movement of people, assets, and inventory throughout the hospital. 

Without real-time data and analytics, it is impossible to always accurately anticipate the evolving needs of various departments, and this struggle can result in inefficient resource allocation and potential bottlenecks. 

As anyone who works in a hospital knows, in an emergency, every second counts, and relying solely on manual processes and outdated systems can mean critical delays and compromised patient care. 

Switchboard operators are absolutely essential and will remain essential, but the adoption of evolving tools that can support, streamline and enhance their efforts has traditionally not been as fast as it should have been. 


The Potential of Real-Time Location Intelligence 

Switchboard operators know first-hand that emergencies are a fact of life, particularly in a hospital environment. Yes, they are stressful. Yes, they are overwhelming. And, yes, they are under a lot of pressure to allocate resources quickly and efficiently. 

Real-time location intelligence is already relieving some of that pressure in leading Australian hospitals. 

But what exactly is location intelligence, and how does it specifically change the way hospitals operate?

Location intelligence refers to the integration of geospatial, real-time analytics, and advanced mapping technologies to gain valuable insights into the spatial aspects of a hospital’s operations. 

In the context of emergency preparedness, it empowers switchboard managers with the ability to understand the physical layout of the hospital, optimise communication channels, and make data-driven decisions in real time. 

At its core, location intelligence offers a comprehensive understanding of the way every component of a hospital or other healthcare setting moves and interacts – from people and patients to assets and everything in between. 

Armed with this actionable information, staff can proactively allocate resources where they are needed most. For example, they can identify the closest available medical team to respond to a cardiac arrest, allocate critical supplies to areas with higher patient influx, or reroute incoming ambulances to the most appropriate entry points. 

By optimising resource allocation based on real-time data, the emergency response becomes more efficient, reducing response times, improving patient outcomes and saving lives. 

Furthermore, location intelligence enables the ability to collaborate seamlessly with other emergency response stakeholders, such as medical teams, security personnel, and incident commanders. By sharing real-time spatial data, all parties gain a common operating picture, fostering collaboration and coordination. This shared situational awareness enhances the overall response effectiveness, allowing for synchronised actions and a more cohesive emergency response. 


Enhancing Emergency Response with Location Intelligence 

Real-time location intelligence is used every day in most of our non-professional lives, its use to also save our lives in a hospital setting, as needed, should be a given.

Some of the key ways in which location intelligence enhances emergency response include:


  1. Geocoding for streamlined emergency call management 

Location intelligence leverages geocoding technology to automatically pinpoint the precise location of emergency callers within the network. This enables switchboard managers to quickly identify the nearest available responders, reducing response times and ensuring that help reaches the scene promptly. 

Geocoding streamlines call management, enabling switchboard managers to dispatch resources with accuracy and precision. 


  1. Visualising incident hotspots 

Enabling the visualisation and analysis of incident hotspots, location intelligence empowers either people or systems to identify patterns and trends within emergency calls. By mapping out these hotspots, switchboard managers gain valuable insights into the frequency and distribution of emergencies in specific areas. 

This knowledge empowers hospitals or, in turn, ambulance or other emergency services to proactively plan and allocate resources based on historical data, ensuring that adequate personnel, equipment, and supplies are readily available in high-risk areas. 


  1. Optimising resource allocation

Effective resource allocation is critical during emergencies. Location intelligence provides switchboard managers with a comprehensive understanding of the spatial dynamics of the hospital, allowing them to optimise the deployment of personnel, equipment and supplies. 

Hospital resources are not always in abundance (in most cases, quite the opposite), so being able to allocate resources appropriately is a massive advantage.


Location intelligence offers a powerful tool for switchboard managers to adopt for effective emergency preparedness. By harnessing the potential of real-time data and spatial analysis, hospitals can unlock unprecedented capabilities in resource allocation, communication, and decision-making while navigating the complexities of high-pressure emergencies with confidence, ultimately saving more lives, reducing pressure on frontline workers and ensuring optimal patient care. 

Find out how we can support you with location intelligence.