The dispatch office is the core of the ambulance system. The dispatch office will operate 24 hours per day and will receive the telephone calls to the three-digit emergency number.

Through communication by two-way radio, dispatchers will strategically position ambulances around the valley and instruct the closest ambulance to respond to each call, which will drastically reduce the time required for patients to receive treatment.

Dispatchers will instruct the EMTs to take each patient to a hospital that is nearby, is able to give appropriate care for the patient’s illness or injury, and does not have an excessive waiting time at the Emergency Department. By maintaining contact with the hospitals throughout the valley, dispatchers will stay informed about the Emergency Departments’ waiting times and will notify hospital staff about patients who will arrive via ambulance. This will enable the hospital staff to prepare necessary equipment and personnel before the patient arrives, minimizing delays in treatment.

Another responsibility of the dispatch office will be to keep records of all calls, including response time and treatment provided. This information will be used for careful assessment and continual improvement of all aspects of the program. For example, the records will be analyzed to determine the illnesses and injuries that are most common and should be emphasized in training, and how to position ambulances around the Kathmandu Valley to minimize response times.