Kingston EMS Case Study: Expanding a PSAP Dispatch Center with Ergonomic Consoles

About the client

The Kingston Central Ambulance Communications Centre (CACC) is a critical hub for emergency medical services in Ontario. Covering a vast jurisdiction of 20,200 square kilometers, the center serves a population of approximately 523,787 residents. As the primary dispatch point for ambulance services in the region, Kingston CACC plays a vital role in ensuring timely and efficient emergency response across urban and rural communities.

About the project

To accommodate growing operational needs, Kingston CACC initiated an expansion of their existing control room setup. Previously equipped with two Sustema consoles, the center required additional workstations and structural modifications to optimize workflow and meet updated health and safety standards.

The project involved:

• Adding six new consoles: One dedicated to the supervisor role and five configured as dispatcher workstations.

• Integrating a new wall section into the existing pod of four consoles to create a defined separation between work areas.

• Ensuring pandemic-era spacing requirements can be met if needed, with consoles strategically spread apart to maintain safe distancing without compromising communication efficiency.

This expansion reinforces Kingston CACC’s commitment to providing a modern, ergonomic, and resilient workspace for its emergency response team.

About the solution

To meet Kingston CACC’s operational and ergonomic requirements, Sustema provided Transit Dispatcher Consoles in a cockpit configuration, specifically designed for Public Safety Answering Points (PSAP) and 24/7 mission-critical environments. These consoles deliver the flexibility, durability, and comfort essential for Ambulance Communication Officers (ACOs) managing high-pressure emergency calls.

Each workstation was engineered to support both the operator and the complex technology required for effective dispatching. Key features include:

• Ergonomic Design: Adjustable surfaces powered by high-capacity actuators and Linak modern controls with memory and display, allowing operators to customize their workspace for comfort and efficiency.

• Heavy-Duty Construction: Built with steel frames, high-pressure laminate surfaces, and urethane molding edging for long-lasting durability.

• Personal Environment System: Integrated fans and heaters to maintain operator comfort during extended shifts.

• Technology Integration: Each console accommodates up to six monitors, multiple keyboards and mice, restricted and backup radio systems, secure phone lines, and backup telephony.

• Cable & Power Management: Equipped with power bars, USB charging ports, and CPU enclosures with thermostatic fans for optimal cooling and organization.

• Supervisor Console: A dedicated station with the same advanced features, tailored for oversight and coordination.

This solution ensures Kingston CACC’s dispatch team operates in a safe, ergonomic, and technologically advanced environment, supporting their critical role in emergency response.

About the result

The project resulted in a fully expanded dispatch control room designed for efficiency, comfort, and resilience. The new layout features:

• Eight dispatcher consoles strategically arranged into two pods of four and two additional consoles positioned in the corners for optimal workflow and supervision.

• A modernized Operations area (“the floor”) equipped with advanced technology running 24/7, ensuring uninterrupted emergency response capabilities.

• Each Ambulance Communication Officer (ACO) now has the tools to monitor, manage, and direct critical operations from a single workstation, supported by ergonomic design and integrated technology.

This enhanced environment empowers ACOs to perform their demanding roles, requiring exceptional multitasking, focus, and composure under pressure, with greater efficiency and comfort. Kingston CACC now operates in a state-of-the-art control room that meets today’s operational challenges and anticipates future needs.

Ready to Upgrade Your Dispatch Center?

Experience the difference a purpose-built control room can make. Our ergonomic dispatcher consoles, advanced cable management systems, and custom storage solutions are designed to create a safe, organized, and high-performance environment for your team.

Whether you’re expanding your operations or building a new center, we’ll help you design a workspace that supports 24/7 mission-critical work and enhances operator comfort and productivity.

Let’s build your ideal control room together.👉 Contact us today to start your project and discover how Sustema can transform your dispatch operations.

Frequently Asked Questions (FAQ)

1. What is a PSAP console?

A Public Safety Answering Point (PSAP) console is a specialized workstation designed for emergency dispatch centers. It provides ergonomic features, integrated technology, and durability to support 24/7 mission-critical operations.

2. Why are ergonomic dispatcher consoles important?

Dispatchers work long shifts in high-pressure environments. Ergonomic consoles reduce fatigue, improve posture, and enhance operator comfort, which leads to better focus and faster response times during emergencies.

3. Can Sustema customize consoles for my control room?

Yes! Sustema specializes in custom control room furniture solutions. We tailor console configurations, technology integration, and spacing to meet your operational requirements and health & safety standards.

4. What technology can be integrated into these consoles (in this case)?

• Our consoles support:

• Up to six monitors

• Multiple keyboards and mice

• Restricted and backup radio systems

• Secure phone systems and backup telephony

• Advanced cable and power management

5. How do these consoles support 24/7 operations?

Sustema consoles are built with heavy-duty steel frames, high-capacity actuators, and personal environment systems (fans and heaters) to withstand continuous use while keeping operators comfortable.

6. Do you provide solutions for pandemic-era spacing requirements?

Absolutely. We design layouts that maintain safe distancing without compromising communication efficiency, ensuring compliance with health and safety guidelines.

7. How can I start designing my dispatch center?

Simply contact Sustema today. Our team will guide you through the process, from layout planning to console customization, ensuring your control room meets your unique needs.