EMS Response Time

Since our inception, hundreds of thousands of victims owe their lives to the immediate, effective response of our medics. We could only achieve this with NowForce.

Eli Beer, President, United Hatzalah

EMS Response Times


The Organization

United Hatzalah is Israel’s largest independent, non-profit, fully volunteer Emergency Medical Services organization, providing fast, free emergency medical first response throughout Israel. United Hatzalah has more than 2,000 volunteers who come from a complete spectrum of Israeli society, religious and secular, male and female, Jewish and non-Jewish, all with a single mission and unifying motivation: to save as many lives as possible.


The Situation

United Hatzalah volunteers, all of whom are trained and certified as EMTs, paramedics or doctors, respond to any medical emergency in their vicinities, 24 hours a day, 7 days a week, 365 days a year. United Hatzalah volunteers establish a life-saving bridge of medical care to nearly 200,000 people each year. EMS response time averages at 2 to 3 minutes from a distress call. The organization responds to an average of 500 – 600 people each day, and individual volunteers respond to an average of 360 calls per year.


The Challenge

Because United Hatzalah’s responders are volunteers, the organization needed a way to ensure the privacy of its responders while making sure enough responders would be available to answer a call. Walkie-talkies were used for call-outs, but these were noisy and not appropriate for all environments in a volunteer’s daily routine. An additional challenge that United Hatzalah wanted to address was determining the real-time location of its volunteers. Under the old system, volunteers would receive calls on their pagers for incidents happening in their home region only; a responder on vacation might not be aware of an incident happening in another hotel room just down the hall.


United Hatzalah turned to NowForce to create a first responder app that would fit the needs of their volunteer responders while getting them on-scene in the shortest possible timeframe and contributing the overall mission of saving lives.


The Solution:

Emergency response times in 2-3 minutes

Working hand-in-hand with the United Hatzalah IT team, NowForce provided its end-to-end Emergency Response platform, including the Mobile Responder application for all 2,000 volunteers, the NowForce Dispatch module for the United Hatzalah Dispatch Center, and the NowForce Business Intelligence module, which enables post-event analysis.


All of the organization’s dispatch centers, from the chief command center in downtown Jerusalem to the 18 regional centers around the country, are set up to use the NowForce system to locate and dispatch available responders to emergency medical events. When an emergency is reported, a dispatcher will immediately sends out a call via the first responder app, and the nearest, most qualified, available responders are dispatched to the scene, with the emergency response time averaging 2-3 minutes from the receipt of the call. Dispatchers monitor every response and send additional resources in real-time, using only their web browsers. Responders stay in continuous communication with dispatch while providing care, and can dynamically upload new information, including pictures, reports and requests for additional resources or equipment.


First responder app – relevant calls only

“When you get a NowForce alert, you know that it’s relevant to you, that there’s an incident going on in your vicinity,” according to Daniel Katzenstein of United Hatzalah.


Each volunteer in United Hatzalah can stipulate availability preferences, the types of emergencies on which to receive alerts, and a number of other parameters. As a result, the organization has been able to enhance its professional volunteer corps with surgeons and other physicians, nurses and other medical professionals, who can specify that they’ll only receive calls relevant to their specialty. “We’ve seriously upgraded our recruiting capabilities due to this feature,” Katzenstein added.



• Minimizes response times by finding the closest available volunteers

• Optimizes incident management

• Navigates responders to the scene with turn-by-turn instructions

• Synthesizes volunteer preferences with availability and location: responders receive only relevant calls

• Cuts down on noise from voice channels

• Enables responders to create on-the-fly reports

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