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Overriding a Guidecard During an Active Call

Written by Trish Griffin
Updated this week

Manual Guidecard Overrides

The Guidecard system in ASSIST is designed to provide real-time guidance and protocol adherence for call-takers. However, the nature of emergency calls is dynamic, and the initial assessment may change drastically as more information is gathered.

This feature, Guidecard Override, allows the call-taker to immediately switch the active Guidecard to a more appropriate Guidecard (e.g., transitioning from a 'Domestic Disturbance' Guidecard to an 'Active Shooter' Guidecard) without ending the current call.

This section details the operational impact and consequences of performing a Guidecard override.

Instructional Video

Step-by-Step: How to Override a Guidecard

The process for overriding the active Guidecard is designed for quick and seamless execution during a critical moment in a call.

Step 1: Locate the Active Guidecard

Identify the currently active Guidecard displayed within the Questions panel on the ASSIST interface. This panel is the central hub for the real-time Guidecard guidance.

Step 2: Initiate the Change

Within the Questions panel, locate and click the current Guidecard name to drop down all other active Guidecards. This action opens the selection interface for all available protocols.

Step 3: Select the New Guidecard

Browse or search the list of available Guidecards and select the Guidecard that is most appropriate for the current situation. Confirmation of the selection is immediate.

Step 4: Immediate Guidecard Load

Upon selection, the new Guidecard loads immediately, and ASSIST instantaneously begins applying the new protocol logic to the ongoing call. There is no lag or interruption to the call audio or recording.

ASSIST's Actions After an Override

When a call-taker switches to a different Guidecard, the ASSIST system performs a sophisticated, multi-step process to ensure a smooth and accurate transition while maintaining the integrity of the call data:

  1. Transcript Review and Re-Evaluation: ASSIST immediately triggers a full review of the entire call transcript, starting from the beginning of the call.

  2. Retrospective Answer Population: Based on the new Guidecard's questions and logic, ASSIST attempts to populate the answers for the new protocol using all information that has already been spoken by both the caller and the call-taker. This ensures that the system doesn't lose valuable information gathered under the previous Guidecard.

  3. Real-Time Continued Answering: Following the initial retrospective population, ASSIST continues its standard function of listening to the call in real time and populating answers and providing guidance according to the new protocol logic.

Frequently Asked Questions

What Happens to the Previous Guidecard's Data?

  • The previous Guidecard's data and answers are fully preserved.

    • Data Integrity: All answers collected under the previous Guidecard remain attached to that specific protocol instance.

    • Reversibility: If the call-taker determines the initial override was incorrect, they can switch back to the original Guidecard. Upon switching back, all previously recorded answers for that original Guidecard will be instantly restored and visible. The system does not discard any collected data.

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