Managing Incidents

Product: Prepared Assist
Audience: Dispatchers & Supervisors
Last Updated: 03/03/2025

After reading this section, you will understand how to create, manage, transfer, and resolve incidents in Prepared Assist, including requesting media and maintaining complete incident documentation.

Every emergency call in Prepared Assist is tracked as an incident, containing:

• Caller information

• Location data

• Media files (photos, videos, live streams)

• Transcriptions and notes

• Resolution status and audit trail

✅ Dispatcher or Supervisor role.
✅ Access to Prepared Assist dashboard.

• From the dashboard, click New Incident.

• Enter the caller’s phone number.

• Select the nature code (incident type).

• Optionally, enter initial incident notes.

• Click Create Incident.

• Within the incident view, you can:

  • Update notes.

  • Request media from the caller.

  • Track location updates (including EED/ELS where supported).

  • View and annotate real-time transcriptions.

• Click Request Media.

• Select Photo, Video, or Live Stream.

• A secure link is sent to the caller.

• Collected media appears directly within the incident record.

• Click Transfer Incident.

• Select the receiving PSAP (pre-configured contact list).

• Add optional transfer notes.

• Click Confirm Transfer.

• The receiving PSAP receives a complete incident package (media, notes, transcripts).

• When all actions are complete, click Resolve Incident.

• Add final resolution notes.

• Click Confirm.

• Resolved incidents are moved to the Incident Archive.

• Use clear and consistent notes to document actions.

• Regularly review the Incident Archive for QA and training purposes.

• Use nature codes consistently for accurate analytics.

• Incident Management Training Video

• Prepared Support