City of Fort Worth Embraces Smarter Public Safety System, Evolves into a Social Business

The city of Fort Worth, Texas can now more quickly respond to calls for help and communicate instantaneously with more than 40 agencies and departments across Texas. Fort Worth's Office of Emergency Management is the agency responsible for operating the 100-seat Joint Emergency Operations Center (JEOC), which communicates regularly with city and county agencies; state agencies such as the Texas Department of Public Safety; several federal agencies...

Home On The Range: Are Effective Changes In Place To Prevent Terrorism On America's Homefront?

Five Years Later: What has happened since September 11, 2001 to instill confidence in homeland security for America? Cosmetic changes, visible security enhancements in certain places, and booming business for government bureaucracy. It is still the same bureaucracy that left civilian targets vulnerable to terrorist attacks in the first place, according to Congressional investigators.

2-Alarm Fire Destroys Cupertino (CA) Home

On Monday, May 23, 2011 just after 8:30 AM, units of the Santa Clara County (CA) Fire Department responded to reports of a garage fire in the 800 block of Rose Blossom Drive in the city of Cupertino. Upon their arrival firefighters were confronted with heavy smoke and fire showing from a one-story single family dwelling.

4G 9-1-1: It's APPed To Get Interesting

The proliferation of new applied data resources and new applications is going to be an impact of incredible proportion for E9-1-1 since Wireless E9-1-1. This will affect our systems in network, hardware, software, administration/management, training, and funding... 4G refers to the fourth generation of cellular wireless standards... a comprehensive and secure IP-based solution, high usability for any technology...

5 Years Later: Fround Zero, Grants, & Great Intentions

The attacks and subsequent loss of responders helped to once again elevate the public's respect of the entire Fire Service. But with great respect comes great responsibility and five years later some agencies have found that the greater the height, the greater the fall as the "mileage" gained after 9/11 has come back to haunt them in many ways never imagined.

9-1-1 Leadership Values

How important is a leader? What is the leader's role with negativity? What are the tools you can use to overcome this problem should it affect your Comm Center? What are the group dynamics of people who have no (or poor) leadership?

911 Operations Continue Despite Lightning Strike to Lapeer County's Lifeline Dispatch Center

Electrical storms always cause an increase in emergency calls to 911 as trees are brought down, localized flooding occurs and buildings are hit. Nationwide these calls come in to dispatch centers where trained public safety specialists mobilize emergency services to protect lives and property. Lapeer County is no different. If dispatchers become disconnected from emergency systems it impairs their ability to make vital and timely life and death decisions: when a disaster or emergency strikes,...

A Case For Quality Assurance

With the advent of either elective or mandatory certification of Telecommunicators (e.g. call takers and dispatchers), there is a definite need to be aware that to ensure a successful ongoing plan for this impact on E9-1-1 centers (PSAPs), rules should be adopted that institute quality assurance requisites for both the program itself as well as for the certified personnel. Without continued bench measures the program is but a shell of the desired intent of the operational need.

A Different Kind of CAD System Security Update: Best Practices in Legacy Migration

Call it ironic - but it wasn't funny. It was 2009, and a simple operating system security update took down the 9-1-1 call system we spent the past 19 months trying to migrate. Had this been in production, it would have put our city's 110,000 citizens at risk. Eight hours went by before we were able to roll back the update and get the code functioning again. Clearly this wasn't going to cut it.

A Manager's Guide to Dispatch Chairs

Few things are anatomically further from yet closer to a telecommunicator's heart than his or her... well... er, seat. After all, even in jurisdictions that utilize adjustable consoles, chances are that a good portion of the shift is spent sitting down. And, with overtime and twelve hour shifts a daily reality for some, poorly designed or constructed seating can be a real pain in the; well, you get the picture.

A Model of Communications Interoperability

In 1934, the first Orange County (CA) public safety radio system was put on the air. KGHX was a one-way system, transmitting messages from headquarters to the field. The obvious problems with one-way communications prompted the "mobile radio" to be established just three years later.

Accreditation and Quality Assurance

The first of a two-part series on Accreditation and Quality Assurance, Cory Friend, Accreditation Coordinator at PowerPhone, Inc., discusses the Accreditation process, including the agency self-evaluation. The components of a successful Accreditation process and the benefits to be derived will be explored. The second article will detail the importance of Quality Assurance to the Accreditation process and the steps necessary to implement an effective QA program.

Accreditation and Quality Assurance PART 2

The second of a two-part series on Accreditation and Quality Assurance, Cory Friend, Accreditation Coordinator at PowerPhone, Inc., discusses the importance of Quality Assurance to the Accreditation process and the steps necessary to implement an effective QA program. Friend's first article detailed the Accreditation process, including the agency self-evaluation, the components of a successful Accreditation process and the benefits to be derived.

Active Shooting Response: The Call Taker's Role

In every class I teach, I drive home the point that the first person on the scene of every crime, fire and medical emergency is the initial call taker. It's no different when the call for help involves an active shooting incident. When a frightened voice on the other end of the phone is looking for help, you are right on the scene. When the phones start to light up, will you be prepared?

Addressing Diverse Human Behavior Issues in the New Era Of Multi-Layered Emergency Communications

The flood of new technology makes it easier than ever to reach out and communicate with someone, right? Think again. While it's true that communicating with "someone" may indeed be easier, achieving dependable communications with "everyone" on a moment's notice and in an emergency crisis is at least as much of a challenge as ever. So why is that?

Aftermath: Lakewood LODD

December 8, 2009, 0600 hours. McChord Air Force Base, Tacoma, Washington. All flights in and out were suspended at this busy Washington State Air Force base to allow almost 3,000 law enforcement vehicles onto the flight line. Row upon row of patrol cars, marked and unmarked, fire rigs, ambulances and motorcycles waited silently in the icy darkness . At 1003 hours, the first vehicles in the procession began ten miles of mourning to honor four Lakewood Police officers slain in one awful...

America Under Attack: Emergency Response in New York City

From the Archives: Everywhere 9-1-1 lines were jammed with worried callers. Fear and despair, failure of communication networks, even destruction of New York City's emergency management bunker in the World Trade Center resulted in confusion. Law enforcement, fire and rescue teams from the City and from neighboring departments worked together to respond to the emergency...

Analytics - Good Business For Public Safety

Voice and data analytics have been a positive influence in private business for years. This technology has proven to be a productive tool for improving customer service; recognizing trends improving products, productivity, customer needs and desires; and improving call handling by customer services representatives. Only recently has this technology been recognized as having potential in the Public Safety environment.

Apr 19th & Sept 11th: What have we learned?

It has been ten years since the worst terrorist attack on the United States. It has been sixteen years since the worst Domestic Terrorist attack in Oklahoma City. These two incidents have taught us many lessons. The problem is we have a short memory and are already forgetting the lessons we learned on those days. It is your job, your responsibility to remember and god forbid if your jurisdiction is every attacked you will be ready to respond. Another key element to remember is these...

Asian Tsunami: Are We Safe?

The devastation in Southeast Asia has graphically demonstrated one thing: tsunami dangers are real. Unfortunately, it has taken a disaster of that magnitude to make the American public aware of that fact. "Before that, you'd mention tsunami and people would snicker," said Gloria Morrison, Emergency Services Coordinator for the City of Huntington Beach, California. "Now people are paying closer attention."

Attack on the Pentagon: The PSAP Response

As the scenario unfolded in Lower Manhattan and the second plane found its mark, their thoughts turned to the possibility that the Washington, DC suburb could be a target. Located immediately across the Potomac from our nation's capital, almost one fifth of Arlington consists of Federal property. Unfortunately, a few minutes later, their worst fears came true.

Baker County Oregon Incident Dispatcher Team Assists With Arrest of Homicide Suspect

Early on in the investigation and search for the suspect the Baker County Undersheriff requested the response of the new Baker County 9-1-1 Dispatch Type II Mobile Communications Unit. It was enroute within four minutes of the request and was staffed by Chris Galiszewski our Communications Technician and Senior Incident Dispatcher Margaret Sackos.

Battery Charging without Wires: What Price Convenience?

Wireless charging may one day replace plugs and wires similar to how Wi-Fi and Bluetooth have modernized personal and public safety communication. Wireless charging with inductive coupling uses an electromagnetic field that transfers energy from the transmitter to the receiver. But there are drawbacks...

Battery Fuel Gauge: Factual or Fallacy?

People may imagine the battery as being an energy storage device that is similar to a fuel tank dispensing liquid fuel. For simplicity reasons, a battery can be seen as such; however, measuring stored energy from an electrochemical device is far more complex. The battery fuel gauge is generally poorly understood in the medical field and this article describes the challenges of measuring energy in a battery.

BatteryJack offers Midland 81-B02 replacement battery

BatteryJack has manufactured a replacement battery for the Midland SP-400 series and ALAN radio lines. The battery is a direct replacement for any of the following Midland radios: SP-400, SP-410, SP-420, SP-430, SP-440, also the 70-440BP.

Behind IQResponse: A Q&A with Tiburon

At last week's National APCO Conference in Philadelphia, Tiburon introduced their new product, IQ Response, a next-generation product suite that integrates CAD, mobile data, fire and law records and jail management systems into a single interoperable software package. 9-1-1 Magazine spoke to Tiburon's Chief Marketing Officer, Ian Archbell, about the significance of the company's new offering.

Belmont (MA) PD Utilize Notification Technology to Locate Missing Persons

Every day, law enforcement officials across the nation work to locate missing persons, and the more resources available, the better. Police departments, local government and schools across the nation have adopted mass notification technology, helping them to enlist the eyes and ears of an entire community. By sending an alert, by phone call, text, email, social media channels such as Facebook and Twitter, and TTY/TDD devices for people who are hearing impaired, officials can instantly expand...

Benefits of Integrating CAD and RMS

A clear sign showing how dispatchers can support law enforcement more directly than before, and even help influence a safe outcome for police incidents, is the move to integrate CAD and RMS systems. Fueling this integration trend is a wide range of software offerings that simplify data entry, retrieval and storage between dispatchers and law enforcement officers.

Botnets are a Serious Threat to First Responders

The unfortunate reality for public safety organizations that house confidential and sensitive data, including the personal information of employees and citizens, is that there is no end to cybersecurity threats such as botnets, worms, and hacking.

Breaking Into Technology

University Medical Center Hospital of Southern Nevada (UMC)'s Public Safety is a diverse department with three divisions: Public Safety (security), Safety, and Patient Transportation. Public Safety and Transportation each have their own separate radio channels and dispatchers, located in different areas of the hospital. This article is about the Public Safety division.

Breaking the Law of Unintended Consequences

...it may be high time that we in policing explore this theory with a view to enhancing our decision-making processes. Can we couple this law with our intelligence led strategies to discover if (and then how) the 75 year old theory of Theory of Unanticipated Consequences can be reconciled with Intelligence Led policing practices? In today's world of limited options and resources, we must wring out every ounce of prospective benefit from every choice we make. This might be just the right time...

Brother Can You Spare A Dime?

Current trends and challenges in 9-1-1 Center funding

Building Your Comm Center: Part One: PSAP Design

Directors and operators of public safety answering points (PSAPs) have to manage budgets, personnel, politics, technology and most importantly, the public your agency serves. Have you been on sidelines watching your colleagues in neighboring counties make major renovations or build a new facility while you struggle with 20-year old equipment in a 20-year old space?

Business Process Optimization for Public Safety Answering Points

Historically, Public Safety Answering Points were equipped with communications recording systems for protection from liability due to legal evaluation of emergencies. This function was facilitated by time stamps, protection from tampering and assurance of fail-safe operation.

Campus Police - Public Safety in a Microcosm

Public Safety response and communications on campus has as many commonalities with municipal, county, or state public safety as it has differences. In many ways, a campus is a microcosm of a city or a county, with its own facilities, departments, and services, and the role and responsibility of public safety personnel is very similar to that of a municipal agency. At the same time, the campus environment has its own unique challenges that differentiate campus police, fire, and EMS personnel...

Campus Police: Keeping School Safety a Priority When Funds Are Limited

In creating and restructuring Independent School District Police Department, leaders of the district in conjunction with local patrons and agencies, should adopt a philosophy reflective of the idea that the police department will be a partner of the school district and the community it serves (community oriented policing). Community policing is a philosophy and an organizational strategy that promotes a partnership between people and their police...

Choosing a Mobile Command Vehicle

Salt Lake City's public safety departments have been prominent in the media the last several years. From Elizabeth Smart to Lori Hacking, the city has had its share of challenging incidents. Fortunately for its citizens, the city's police and fire departments now have at their disposal a state-of-the-art Mobile Command Center. The city received delivery of the new vehicle from Emergency Management Equipment (EME) in the Spring of 2004.

Communications & Coordination: What has public safety learned from the Oakland Hills Fire?

On Saturday, October 19, 1991, the Oakland (CA) Fire Department responded to a small wildland fire that had broken out in a box canyon near the eastern bore of the Caldecott Tunnel. Initially comprising about seven acres, firefighters gained control of the blaze and, leaving their hose lines in place, checked the area for hot spots throughout the evening and into the next day. Little could they have known at the time that this small fire would progress in the next 72 hours into a...

Communications Network Surge Management: Coping At The Local Level

By identifying the possible things that can create emergency situations to our voice, data, and video pathways we can attempt to find ways to plan for or respond to them... The 2004 hurricane season in Florida and more recently the February 2, 2007 tornado event in Lake County (Groundhog Day Tornadoes) plainly evidenced the need for comprehensive analysis of potential emergencies and how they can or might affect our communications pathways and how we can respond to them.

Communications Technology Key to Disaster Preparation

Recently, Motorola Solutions had an opportunity to speak with two of our customers who were on the front lines of very different natural disasters that grabbed headlines this year. We wanted to hear their stories first-hand to ensure that we are meeting the current demands of first responders throughout the country, as well as anticipating their needs in coming years.

Concepts in Next-Generation PSAP Furniture

Although many dispatchers prefer working in dimly lit atmospheres, when it comes to the overall quality and features of their workstations, the future is exceedingly bright. New levels of solidity, flexibility, and user control are now being introduced by leading console furniture suppliers - all to the benefit of emergency communications professionals patrolling the stressful front lines of public interface.

Consoles, Seating & Ergonomics

Modern dispatch centers by necessity are full of electronic appliances, all of which have to be interconnected and available to the dispatcher. As the quantity of information systems increases, dispatch workstation space has shrunk in order to keep all of it within easy reach. It wasn't long ago that dispatch centers - and there are still some out there today - were designed in such a way that dispatchers faced ongoing repetitive motion injuries such as carpal tunnel syndrome as they...

Consolidated Dispatch: Embraced or Feared?

Consolidated Dispatch Centers are not a new concept: some have operated successfully for more than 40 years. With this history of success, why does the idea of consolidation strike fear in the hearts of some police and fire chiefs but garner praise from others? This article focuses on misconceptions that create barriers to consolidating dispatch/communication center operations.

Coordinating Communications: The Value of Plain Speech and Universal Radio Equipment in Local Operations

NIMS requires the use of plain speech during multi-agency, multi-jurisdiction and multi-discipline events, such as major disasters and exercises. It does not require plain speech as common practice within day to day departmental operations. However, the importance of plain speech as a means of creating a universal radio language in the United States goes far beyond those kind of major, multi-agency disasters.

Crisis Collaboration: Beyond Radio

Say "interoperability" and most policymakers immediately think new Project 25 (P25) radio systems. True, your radios might be due for an upgrade. But public safety agencies can serve the public interest by educating policymakers that funding new radios alone will not satisfy other urgent interoperability requirements for effective crisis collaboration:

Cultural Communications - Tribal Enforcement, DUI, & South Dakota's Initiatives To Save Lives on its Highways

After A Distinguished Career Top South Dakota Cop Reflects On The Most Important Issues Facing His State And Perhaps The Nation

Data Integration is a Necessary Building Block for Sound Analytical, Threat Assessment Capabilities

In the aftermath of 9/11, many law enforcement agencies sought to establish new data repositories to capture information, such as Suspicious Activity Reporting (SAR, also known as Tips & Leads), Organized Crime Intelligence, Counter-terrorism Intelligence, and even Web-based and electronic document open-source data. Quite a few agencies, perhaps a result of the growth of Fusion Centers, are now interested in setting up information management systems that can mine existing data repositories...

Day Of Infamy: FDNY In The Bravest Tradition

After the initial plane struck the first tower, a third alarm was transmitted. When the second plane struck the other tower, two 5th alarm assignments, one for each building, were transmitted, plus an additional 2nd Alarm assignment for Brooklyn companies to respond into Manhattan. FDNY companies from all five boroughs were responding. Urgent requests for additional help were radioed to Manhattan fire alarm dispatchers, just as numerous reports of trapped civilians and were flooding the...

Deja Vu All Over Again: Public Safety & Civil Disobedience 2011 Style

Are we headed for a repeat of the tumultuous sixties? I'm not sure, but certainly some of the divining signs are there. And if that is the case we are going to need to resharpen our skills in handling the types of events that are associated with societal change.

Digital Trunked System Knocks Down Largest Fire in a Decade

November 7, 2008 marked the largest fire in a decade in Champaign, Illinois, and the first major test of our countywide 800 MHz digital trunked system. Not only did everything work well, everyone was interoperable - fire, EMS and police - during an incident that required a lot of communication and coordination

Dispatch ICS

When an extraordinary incident hits a community, the dispatch center is thrown into an exceptionally busy period of critical, peak activity. There is the potential for chaos to reign, or for conflicting orders from multiple supervisors to throw dispatch operations into disarray. Having a standardized method of managing extraordinary incidents in the dispatch center will maintain a smooth operation and maximize support to the field responders. A manner of incident command, modeled after the...

Dispatcher Lost in WTC Collapse

Line of Duty Death of Jersey City Fire Dispatcher, Joseph Lovero, at the World Trade Center

Dispatching in Slippers: The Future of Public Safety Communication Centers?

The "Anytown" Police Department took a page from the private sector and had taken advantage of having employees working from home. They realized that the role of the Public Safety Dispatcher has evolved from being just a job for a clerk to answer the phone and radio. Their roles are now that of highly skilled professionals who fill a unique niche that few can replace... But Pat and his fellow Anytown dispatchers had phones routed to their homes, along with all of the computer equipment...

During Budget Cuts How Technology Can Save Lives with Less Money

Today, state and local governments must provide citizen services with tighter budget constraints than ever before. These challenges force governments to pick and choose between programs and services often putting citizens and government employees in jeopardy. Innovative, collaborative, virtualization technology is a key solution to address this ever-growing problem.

E911: Raising Awareness for a Critical Component of Emergency Communications

Over the years, I've met with many safety officers and other managers who think a lot about emergency preparedness at our schools, corporations and government institutions. ... most of these organizations are not using all the tools available to provide the highest level of safety in the event of an emergency. While their intent is right, many safety officers are simply not aware of technology solutions that exist today for multi-line telephone systems that can ensure the right help gets to...

Emergency Communications V2.0 - The Next Generation And Beyond

Smartphones now offer more advanced computing ability and connectivity. NG 9-1-1 will ultimately have the capacity to support these devices and the advanced technologies they possess. This includes pinpointing callers based on geographic coordinates, sending and receiving text and instant messages, and sharing high-resolution photographs or video images. All of this are current capabilities of the contemporary Smartphone, which is rapidly becoming the preferred means of communication for...

Emergency Technologies Deploys Multi-Department Fire Records System in San Antonio, Bexar County, and Schertz Fire Departments

Emergency Technologies, Inc. (ETI) proudly reports that that the Visual Fire system is live and operational within the city of San Antonio Fire Department, the city of Schertz Fire-Rescue, and throughout all of the Bexar County Fire Departments. ETI's Visual Fire solution allows these city and county fire departments to have an integrated public safety information system to help streamline information sharing between city and county agencies.

Emerson Network Power Announces a New Data Center Solution to Deliver Secure and Remote Virtual Infrastructure Management

Emerson Network Power, a business of Emerson and the global leader in enabling Business-Critical Continuity, has introduced the Avocent Virtual Advanced Console Server 6000 (ACS v6000), a new tool for secure, remote data center and out-of-band management of virtual assets.

Empowering First Responders with Real-Time, Life Saving Information

In emergencies, time is critical. Ineffective or limited communication of information to first responders can be the difference between safety and disaster, life or death. To ensure a quick and safe response, responders need more visibility in to what is happening at the scene, prior to arrival.

EMS Helicopters: Dispatchers Facing the Challenge

I once had a boss that strongly urged me not to "spend a lot of time and energy on trying to figure out this helicopter mess. We all know helicopter transportation is just a fad and will soon be forgotten." He was so wrong.

EMS Response to the WTC Disaster

All the agencies involved in the September 11th incident faced their own sets of challenges when they responded. It was more like operating in a war zone than in a civil disaster. One of the most daunting tasks was to bring out the wounded while the attack continued to unfold.

EMS Systems: Have It My Way

Recently, I had the opportunity to assist an international security company with the task of developing an EMS system in Central America. While this company had experience in law enforcement deployment, they had not yet put together an EMS system so they sought advice from others to help design one for a location where EMS was virtually non-existent (with the exception of limited providers for private payers).

Enhanced MDC-1200 Controller

Midian Electronics has added enhancements to its PC based CAD-500 MDC-1200 controller. In addition to decoding and displaying ANI (Automatic Number Identification) and Emergency ANI in Motorola's MDC-1200 it will decode status messages from field units.

Evaluating Emergency Calls: Tools for Dispatcher Effectiveness

Public safety communications centers that record calls for compliance shouldn't overlook the usefulness of those recordings in evaluating dispatcher performance. That's a lesson learned from the call center industry, where recording and evaluation is widespread.

Exodus to New Jersey: Triage and Treatment on the New Jersey Shore

In the Borough of Highlands, a close-knit clamming town with a harbor on Sandy Hook Bay, Lieutenant Edward Chambers was watching the horror unfold on a television set in headquarters. As media coverage brought terror into homes and offices throughout the world, Highlands Police received a phone call from the SeaStreak Ferry as it traversed the harbor between New York and New Jersey. The SeaStreak official informed the police that they were carrying nearly 400 injured people from Manhattan.

Expanding Your Console Space with Flat Displays

Communication centers that are standardized on or migrating to computer-aided dispatch (CAD) and records management systems for emergency services are becoming more familiar with Liquid Crystal Display (LCD) flat panel technology as a preferred monitor platform. Beyond the "cool" factor of these slim displays there are many functional and ergonomic benefits associated with LCD panels in the construction of user consoles and furniture that justify the expense of this monitor technology.

FDNY Communications: One Year Later

As we approach the first anniversary of the day that forever changed our lives, the FDNY still is in a world of hurt. Well documented are the experiences of the firefighters and chiefs on duty that day. Not so well documented is what has happened to us inside the communications office, and inside our minds.

FEMA US&R Task Force Deployment 9/11:Lessons Learned

26 of the 28 Urban Search and Rescue (US&R) Task Force teams that are members of FEMA's National Urban Search & Rescue Response System served in New York City and Arlington, Virginia, during the first month following the attacks on the World Trade Center and Pentagon, helping with search and rescue operations and to recover the remains of some of the thousands who died. Perhaps because the events of 9-11 have represented the greatest challenge to date for the FEMA US&R Task Force teams,...

Five Factors To Consider When Developing Enclosure Solutions For Mobile Applications

Protecting vital electronic equipment in a static - or immobile - environment is a challenge, but set that equipment in motion and the degree of difficulty rises exponentially. Enclosure solutions for mobile applications like those described require some special layout and design considerations not necessary with stationary operations.

Five Principles for Successful 9-1-1 Consolidations

Many American communities are facing unprecedented revenue losses and bleak economic futures. Communities across the country are searching for ways to save money while preserving and protecting services critical to the community - particularly the services provided by first responders. In the public safety arena, one option that is frequently discussed is the consolidation of 9-1-1 services. For the past 40 years, the consolidation of public safety 9-1-1 dispatching centers has been an...

Flexibility Key to Dispatcher Health

Attention, Dispatchers: Your first emergency is in your chair! Long periods of sitting can take years off your life, but a few easy stretches can add them right back

Four Days at Ground Zero: Volunteering at the WTC

Kevin and I had met years ago as volunteers with Mother Teresa's Missionaries of Charity. He's a crew-cut police sergeant from Malden. I'm a retired special agent from the Drug Enforcement Administration. The Amtrak conductor, overhearing our conversation about volunteering in the search and rescue at the scene of the World Trade Center disaster, told us that he was proud of us.

Francisco Partners Completes Acquisition Of EF Johnson Technologies, Inc

EF Johnson Technologies, Inc. has announced that FP-EF Holding Company, Inc., an affiliate of Francisco Partners, a global technology-focused private equity fund, has completed its acquisition of EF Johnson Technologies, Inc. Under the terms of the merger agreement approved by stockholders, FP-EF Holding Company has acquired all of the outstanding shares of EF Johnson Technologies, based on a price of $1.50 per share in cash.

From 9/11 to 9-1-1: What the Death of Bin Laden Means to Us

Late on the evening of Sunday, May 1, President Barack Obama announced to the world that Osama Bin Laden was dead; ending a decade long search for what many believed to be the poster child for terrorism... So now that the dust from the chopper blades has cleared the compound, and we have a clear view, just what does all of this mean to public safety? Unfortunately, a clear view doesn't mean a clear answer.

From a Text Message to a Life Saved

Think you're good at giving good driving directions, specifying street names, lane ends, and landmarks like the mountains east and west of the your community? The same ease probably wouldn't apply in places around Saskatoon, Canada... Just ask Ron Boechler, the police chief for Corman Park, a Rural Municipality (RM) located around Saskatoon. He'd have been lost without the guidance of MD Ambulance Dispatcher Kim Wruck. Without their teamwork, a young woman would not likely have survived the...

From Out of the Blue: A 9-1-1 Call from Flight 93

A cellular 9-1-1 emergency call was received at the dispatch center from a passenger on an airline. The Westmoreland dispatcher detected an immediate urgency in the caller's voice. The caller indicated that the plane was being hijacked and was calling 9-1-1 for help.

From the Archives: Safety & Security at Skywalker Ranch

Darth Vader, Indiana Jones, Lando Calrissian, Yoda, they all stopped off here. This is the way-station between imagination and illusion, the all-important planning terminal where fanciful creations of the mind are mapped out and prepared for manufacture, and where the makings of movie magic are prepared for life through the science of technology, and where they will stop again to have their finishing touches applied on the way from Silicon Valley to silver screen.

From the Field: 8th Alarm Warehouse Fire in New Jersey

Less then 48 hours after a 12 Alarm fire in Camden City, New Jersey, crews were back at work on another multiple alarm fire. Companies were dispatched to the 400 block of Winslow St. at 2:23 after 911 received a call for the big building on fire at that location on June 11, 2011.

From the Field: Apartment Fire in Norcross, Georgia

On Monday afternoon, October 17th, 2011 the Gwinnett County 9-1-1 communications center began receiving calls just after 1:00 PM of an apartment fire at the Highpointe Village Apartments. As companies were responding a large column of smoke could be seen in the vicinity of the alarm. First arriving companies found a three story building with heavy involvement. The fire building contained 20 apartments, of which ten were destroyed

From the Field: Camden City NJ All Hands Dwelling

On January 5th, 2012 Camden City Units were dispatched for a reported dwelling fire at S. 4th and Royden St.’s. A full box was dispatched as Camden County Communications were receiving multiple calls. Engine 1 arrived on location with heavy fire showing. Battalion 1 reported a 2 story twin with heavy fire striking the All Hands box.

From the Field: Camden City NJ: Massive 12 Alarm Building Fire

"It was like a Firestorm" - Camden City Chief of Department Michael Harper. Firefighters were called to Chestnut and Orchard St. on Thursday June 9th, 2011 several minutes before 4 p.m in the Parkside neighborhood. An off Duty Camden City Firefighter who lived on the block reported the Old Tire Factory with heavy fire showing 1st and 2nd floors. Battalion 1 arrived and reported a block long warehouse with heavy fire conditions and exposure problems requesting the All Hands and to start the...

From the Field: Fire heavily damages historic building in Fort Worth

Firefighters in Fort Worth, Texas, battle an early morning fire in the city's historical district on January 24, 2012. The report came into 9-1-1 shortly after 3AM, and took several hours to extinguish. The fire heavily damaged the Victorian Apartments on Hemphill Street, a vacant 1920s-era structure...

From the Field: Philadelphia 4th Alarm School Fire

At 1:45 p.m. on August 3rd, 2011 the Philadelphia Fire Department was dispatched for a reported building fire at 7th and Lehigh Ave in the City. Battalion 8 arrived and reported a 4 story vacant school with heavy fire conditions on the 3rd floor and roof area. Companies set up for defensive operations. Extra Alarms were sounded as fire went through the roof. Crews surrounded the building and placed multiple Ladder Pipes, and hand lines in operation.

Gang Migration - Midwest

Inner city gang thugs moving from the cities and literally raping, pillaging, and plundering rural America's smaller cities. Like locusts moving from one town to the next, leaving nothing but crime ridden and drug infested cities now mere shadows of their former selves in the wake of the gangsters leaving and those staying behind -- like enemy troops on occupied territory.

Georgia PSAP Launches Smart911 SMS

Information is knowledge and knowledge can save lives in an emergency. The City of Sandy Springs will be the first city in Georgia to use a new 9-1-1 system that will provide first responders vital information instantly. They will also be the first city in the United States to allow 9-1-1 operators to be able to initiate texting with emergency callers.

Getting to Go: The untold story of all the work and hand-shake partnerships leading up to an information-sharing project

How a driven law enforcement leader and an equally committed public safety software vendor created a blueprint for success for RMS-vendor neutral information sharing projects, with officer safety as the cornerstone.

Glancing Back: Miracle on the Hudson - The Rescue of Flight 1594 - The View from Dispatch

Yesterday marks the third anniversary of the emergency landing of US Airways Flight 1549 into the Hudson River that saved the lives of all 155 people on board the aircraft. Revisit our coverage from the FDNY responders and dispatch staff, from our Jan/Feb 2009 issue.

Godspeed, Joplin: Fire Stations Among Buildings Destroyed by Deadly Twister

FEMA administrator Craig Fugate speaks with a Joplin firefighter in front of what used to be one of the town's five fire stations. This and one other station were destroyed by the deadly tornado that smashed the community on May 22.

Ground Zero 9-1-1: FDNY Communications on September 11th

On September 11th... I arrived at my union office to see the doorman watching TV. On the screen was something I never imagined would happen. A plane had slammed into #1 World Trade Center. I stared in amazement as massive flames and profuse black smoke engulfed the upper floors. I knew in an instant that I had to get to the Manhattan central office. They were going to need help.

Grounded: Fire, medical aircraft impacted by Sept 11th Sky Closure

Federal authorities immobilized the US air traffic system for the first time in history on September 11 after the hijacking of four planes and subsequent suicide crashes into the World Trade Center and the Pentagon.... The NIFC jet out of Boise was one of the first non-military and non-medical aircraft allowed to fly. Its crew transported three national incident management teams - people who usually handle wildland fire - back to assist with the aftermath.

Harris Corporation to Upgrade Emergency Communications Network in Franklin County, North Carolina

Harris Corporation, an international communications and information technology company, has received a $9 million contract from Franklin County, North Carolina, to upgrade its legacy analog emergency communications to a Harris P25(IP) (Project 25 to the power of Internet Protocol) solution.

Harris County Mobile Command

In order to facilitate a rapid response to any type of incident, the Harris County Sheriff''s Office has strategically placed a number of Mobile Command Posts (MCPs) throughout the county. These vehicles also provide regional response capabilities and support to the 13 county region surrounding Harris County.

Heads-Up on Dispatcher Headgear

Perhaps no piece of communications equipment is less costly but more important than the headset. Where telephone or radio transmissions must be clearly made and received, particularly in busy environments like communications centers, headsets offer obvious options over conventional speakers and desk microphones. By placing both the microphone and speaker closer to the telecommunicator's mouth and ears respectively, headsets help to cut down background noise and improve the quality of both...

Homeland Security: Value of Suspicious Activity Reports Dependent on Technology

Suspicious Activity Reports (SARs) could be one of the most promising data sources for effective threat analysis in the coming years, and under the NSI program (National SAR Initiative), law enforcement agencies can submit local reports for analysis by participating agencies as well as compare their local reports to the broader database to find matches and vet threats for their regions. This kind of reporting and analysis is key to identifying people like those who, prior to 9/11, were...

How 9/11 Has Changed Law Enforcement Intelligence Analysis

As the nation struggled to understand how something like 9/11 could occur on American soil, information came to light about breakdowns in information sharing between law enforcement agencies that might have helped prevent it. Predictably, there was a heated outcry to fix those breakdowns in order to protect our citizens from similar threats in the future... So, what has been done since those dark days to improve information sharing and law enforcement intelligence analysis? Actually, quite a...

How Long Should Training Take?

There is a question I hear again and again and often see posted to the various 9-1-1-related newsgroups. Let's examine this question: how long should it take to train a public safety dispatcher?

I Swear!

In 1972, Comedian George Carlin had a popular routine based upon seven words that you can't say on television. Although cable TV has relaxed the former network rules, several of these words are still not politely uttered in the PSAP even 35 years after the fact. And when they are spoken nowadays, it may not be a laughing matter.

ICS at Ground Zero: Incident Management Teams in NYC

There are 16 national Type 1 Incident Management Teams (IMTs) across the country. Though they mostly deal with wildland fire, they're also dispatched for non-fire incidents such as floods, earthquakes, and hurricanes. One of FEMA's 12 emergency support functions is firefighting, and under ESF-4 the teams can be activated from the National Interagency Fire Center (NIFC) in Boise, Idaho. The teams are prepared to use the Incident Command System (ICS) to handle just about any situation. But no...

Identifying Value in PSAP Consolidations

One, perhaps indirect way to perceive trends in the public safety industry is to count the frequency of certain types of RFPs that cross consultants' desks. So it is noteworthy to those of us in the consulting business that, although subjects such as NG 9-1-1 might be expected to generate the majority of requests for help, in fact, we find we are receiving even more requests to support either studying the feasibility of PSAP consolidation or for planning and implementing such consolidations.

Impressions of Hell: A First Hand Report from the WTC

Initially, there seemed to be a lot of disorganization for the first several days as the leadership scrambled to keep up with the volunteers who showed up and the teams that were deployed to help out. Most teams though, especially the FEMA ones, were well organized among themselves and were capable of running autonomously even if little or no input from higher up was forthcomming

In The Beginning

In the beginning, there were no dispatchers or phones and 9-1-1 was just a fantasy in some poor cop's mind. How the heck did the public get help? How did Marshal Dillon know Miss Kitty was in trouble? Screaming loudly might help.

Information - A First Responder's First Line Of Defense

We live in a mobile era of cell phones, text messaging, instant messaging, and email. Information is only ever one search away on a computer, MDC, Smart Phone, or other handheld device, so the question becomes, why didn't the First Responders dispatched to this domestic dispute call illustrated above have this mission-critical and potentially life-saving information at their finger tips?

Information Overload and the 9-1-1 Dispatcher

February, 2008 marked the 40th anniversary of the initiation of 9-1-1 service in the United States. In the four decades since that first call was made in Halleyville, Alabama much has changed.

Information Sharing in the Era of Social Media

There are three areas of emergency communications that have seen progress, but need continued improvement: interoperability between responding agencies and other municipalities; incoming information to Public Safety Answering Points (PSAPs) and 9-1-1 dispatch centers; and delivering information to an engaged and connected public, given the rise in popularity of social networking sites like Twitter and Facebook.

Information Sharing: Field Officers & Dispatch is Key to Fusion Center Success

Information needs to be collected and routed through the intelligence chain to achieve success...The details that dispatchers, first responders, and emergency communication staff encounter can be critical to the genesis of good intelligence. Their insights can make all the difference when it comes to deciding if something is amiss and escalating that information or hunch to the appropriate levels.

Integration Does Not Need to be Painful

How Scheduling Software Helps Achieve Higher Level of Efficiency

Internal Politics: Lessons Learned on The Pile

You've all seen the pictures on television, in newspapers, or in other media, all showing the devastation of what was once called the World Trade Center. What you haven't heard about was the relationship between the New York rescuers and the teams sent from throughout the country to help perform Search and Rescue operations at Ground Zero... What are some of the lessons we learned there, that we could make use of in our own agencies?

IP Intercoms Assist Classroom Support and Emergency Response at UNC Charlotte

Finding a solution to an ongoing problem about reporting malfunctioning audio/visual equipment at the University of North Carolina at Charlotte unexpectedly resulted in a solution that would eventually be used for emergency communications on campus.

Jaguar Pounces on Child Predators

Consumers of child pornography break the law when they download photos and videos from file-sharing networks. But police are more concerned with the porn producers uploading the files. Every new posting means a child is in harm's way. To accelerate the acquisition of information needed to arrest child predators, law enforcement officers have teamed with data analytics experts at Oak Ridge National Laboratory for a project that will use Jaguar, one of the world's fastest supercomputers, to...

Johnson County Command-1

In January of 1993, a Mobile Communications Unit designated "1070" was placed in service, available to respond to any major fire or EMS incident to assist the command staff. By 2003, with county command staff recognizing the value of on-scene communications support teams and realizing the limitations of the existing Communications unit 1070, started the process of acquiring a new, larger mobile communications vehicle.

Jonesboro Is Fired Up About FSA I/O Fire Dispatch System

The City of Jonesboro, a thriving municipality of 70,000, home to Arkansas State University and major companies like NicePak and Nestle, was outgrowing its emergency dispatch capabilities as times and technologies changed. As Jeff Presley, E9-1-1 Director for the City and Craighead County describes, "We were using an analog paging system that was antiquated, trying to patch into the State’s new digital 700/800MHz radio system. We needed to find something reliable, a secure pathway between our...

K9 Turn Over

This K9 unit from the Greenville County (SC) Sheriff's Department lies on its roof after flipping over after a collision with another car last November 11th. The deputy and his canine partner were responding to fill with another unit when he struck a car pulling out of a driveway. Both the deputy and the dog escaped the car without injury; the driver of the other car was treated at a local hospital and released. The crash is being investigated by the Sheriff's Dept. and the South Carolina...

K9's Get A Lift in Coast Guard Shipboard Training

The hoist up the WW2 Liberty Ship Jeremiah O’Brien is part of the dogs' ongoing training program designed to expose them to all of the fields they could be potentially called to serve in. They are both bomb-sniffing dogs, and typically search for explosive material on ferries and in warehouses and port facilities. Their training, however, sometimes requires them to be transported to assets that they are not naturally comfortable with, such as airplanes or moving boats.

Lake County Weathers "Snowmageddon"

On February 2, 2011, Lake County Emergency Management had to mobilize for the third-largest snowstorm to ever hit the area. Although the county's public safety agencies were prepared for the event, many of its residents were not. As the storm quickly escalated, calls came pouring in to assist stranded motorists and residents in need of medical attention. Coordination between first responders from several municipalities - some on snowmobiles, snowplows and front loaders - over a large area...

Las Vegas Fire & Rescue's Mobile Command & Communications Unit

After working on plans for the new Mobile Command Center for nearly a year, work began in October 2003. The unit was delivered to the department in May after being exhibited by Pierce at the FDIC East in Indianapolis. The interior of the Mobile Command Unit (MCU) is divided into three areas: public information, communications, and command & control.

Leadership and Conflict Resolution in the PSAP

Joy to the world, peace on earth etc etc. Yet what about the ongoing Criticizing, Condemning, Complaining? Natural human behavior - to a point. But when the 3 Cs become epidemic in your Comm Center it's time to take some leadership action.

Marion County, Mississippi Turns to InterAct Public Safety Systems for State-of-the-Art Public Safety Response

InterAct’s Computer Aided Dispatch, Geographic Information System and Law Records Management Solution Improve Officer, Firefighter, and Public Safety

Microwave Management

Let me begin this month's column by apologizing to those of you who began reading this under the false assumption that it was a primer on managing extremely high-frequency radios. It is not.

Middletown Township Comm Van Supports EMS Response

As the EMS community in Monmouth County (NJ) prepared to receive the casualties evacuating from New York City in the wake of the World Trade Center attack, the Field Comm unit from Middletown was requested to support the operation. As Field Comm Captain, I would deploy the unit, a 35-foot truck, built by Lynch Diversified Vehicles and purchased several years ago as a joint effort of the police and fire departments, and the city Office of Emergency Management. I

Miracle on the Hudson - The Rescue of Flight 1594: The View from Dispatch

Yesterday marks the third anniversary of the emergency landing of US Airways Flight 1549 into the Hudson River that saved the lives of all 155 people on board the aircraft. The firefighters and officers who worked the night tour of January 14th and the day tour of January 15, 2009 were in for a busy 24 hours. The men and women of the Manhattan Communication Office were in for a busy day tour. However, they didn't realize how busy!

Mobile Data Information Management

In a crisis, coordinated communication is critical to establishing command and control, maintaining situational awareness and coordinating response efforts across agencies and jurisdictions. When an emergency of any kind strikes, first responders must have immediate access to real-time, situational information.

Mobile Phone Notification Technology Relative to Campus Security & Safety

The basic desire to leverage the technology of the mobile phone for emergency alert systems, in its simplest form seems blatantly obvious, until, upon further exploration, a plethora of complexities arise.

N.J. appeals court rules 911 operators can be sued for mistakes

The New Jersey Star-Ledger reported that a New Jersey state appeals court has ruled that 9-1-1 operators and dispatchers are not immune from being sued for failing to perform their duties.

National Park Public Safety: GETTYSBURG PARK WATCH VOLUNTEERS HONORED

Gettysburg National Military Park, Park Watch Volunteers were honored at a dinner held during the 147th battle commemorative activities on July 3, 2010. The dinner was hosted by Terrie and Jeff Ferguson and their Feed Bag Catering Company. The dinner was attended by park rangers and officials.

Newsletter

Newsletter October 2011

Contents for 9-1-1 Magazine October 2011 eNewsletter

Newsletter September 2011

Contents for 9-1-1 Magazine September 2011 eNewsletter

Next Generation 9-1-1 and Visualization of Incident Reporting

When moving to Next Generation 9-1-1, It is critical for emergency centers to very carefully consider the importance of a communications recording and incident reconstruction solution that can handle all of these different types of media.

NG9-1-1: The Changing Face of Emergency Calling

What public safety leaders need to know about how to make the move to next-generation 9-1-1 services, and how best to take advantage of the benefits these services provide... Through the Next Generation 9-1-1 initiative (NG9-1-1) initiative,PSAPS are looking to incorporate new technical capabilities. Yet being able to tie Emergency Services IP Networks (ESInets) to legacy networks, and ensuring that PSAPs can handle video, streaming, data, texting and voice, plus obtain the location of a...

Notes from Navigator - 9-1-1 Lessons from Las Vegas

Maybe you look at Navigator as the place to learn a lot about emergency communication, the ability to pick up free advice from fellow professionals, and - at the conference held this past April in Las Vegas - the chance to walk away a millionaire. The National Academies of Emergency Dispatch (NAED) sponsored Navigator is all that and more. The six days traditionally divided between workshops and classroom sessions also leaves attendees with a lot to chew on for discussion when the next...

Notification Systems and School Safety

As campuses nationwide openup their classrooms for the new school year, MIR3, Inc., an innovator of real-time Intelligent Notification and response technology, is urging school administrators to review their current campus alerting plans to keep students and staff safe and operations running smoothly in case of disaster.

Now That the Nationwide EAS Test Has Been Completed, What About Mobile Device Alerts?

The Federal Emergency Management Agency (FEMA) recently completed a nationwide test of the Emergency Alert System (EAS) targeted for the radio, television, cable and satellite broadcast communities... The audience for the nationwide EAS test was composed of viewers and listeners of radio and TV programming. However, with today's increasingly mobile society, many users have come to rely on their mobile device as a primary means of communication during an emergency event. So, what about...

NYC 9-1-1: The Eye Of The Storm

I arrived at the center approximately five minutes after the first plane had struck and at that point there was little credible information regarding the size of the plane or damage estimates from the scene. No matter, our personnel had already sprung into action putting our major incident plan into effect. Administrative and training personnel not normally involved in call taking operations were already on the floor...

One Year Later in Pennsylvania

What has changed since that ill-fated day around the 9-1-1 Center? The 9-1-1 Center has relocated; it is no longer in the basement of the County Courthouse. It moved across the street to a newly renovated, modern, three story 10,000 square foot facility, that was already county property.

One Year Later: Moving Past September 11th

As we all have read or witnessed through news accounts since September 11th, 2001, our world has changed. Those of us in Emergency Management have seen both positive responses in understanding, establishing and mitigating threat, or risk, to our citizens, but we have also seen what I would consider to be the "chicken little" mentality where an uneasy society sees a terrorist around every corner and in every shadow

Operation Serenade: Simi Valley PD and President Reagan's Funeral

As a dispatcher with the Simi Valley (CA) Police Department since 1977, promoted to the position of Communications Manager in 1990, I have been involved with many citywide incidents from earthquakes, to fires, to floods, to the opening of the Ronald Reagan Presidential Library with five living Presidents attending. But nothing has come close to being involved in managing public safety during the internment of Ronald Wilson Reagan, 40th President of the United States. This event was...

Our Week

With National Public Safety Telecommunications Week being celebrated each April, it's worth taking a look at the job we've been doing.

Overcoming Stress: A guide for 9-1-1 dispatchers

Some dispatchers have the amazing ability to go through day after day of hearing the cries for help from their fellow citizens without becoming overwhelmed or completely stressed to their limits. These dispatchers are not superhuman nor are they devoid of feelings. What sets them apart from their more stressed counterparts is the fact that they have been able to establish a positive balance between their work and their lives.

Pennsylvania State Police Respond To Flight 93 Crash

When hijacked United Airlines Flight 93 crashed in Shanksville, Somerset County on September 11, 2001 the Police Communications Officers and State Police Officers from Troop A were handling the incoming telephone calls, along with the Somerset 9-1-1 Center.

Perspective: Drugs, Violence and Enforcement

The murder of 52 women in Mexico is enough even for my hard bit experience in law enforcement to take - every dispatcher knows the tragedy of drug addicts' conduct on themselves, their families, and society... There is no way to stop opium trafficking so long as there is demand for heroin. The United States is the world’s largest consumer. Yesterday the President of Mexico, visibly upset when 52 women were burned to death by drug traffickers in a bingo parlor, suggested again that the U.S. do...

Photo Report: 2011 California Mobile Command Center Rally/Disaster Management Initiative

The California Emergency Management Agency, the California Fire Chiefs Association Communications Section, and the Carnegie Mellon University Silicon Valley Disaster Management Initiative held the 3rd Annual Mobile Communications/Command Center rally on May 22 and 23rd, 2011. This year’s event combined the Rally with CMU's Disaster Management Initiative for a greater opportunity for associated workshops and exercises. The event was held at the CMU Silicon Valley campus located within the...

Photo Story: 7th Annual Mobile Comm Vehicle Rally held in Virginia

The 7th Annual Command, Control, and Communications Vehicle Rally took place in Chantilly, Virginia, on June 17th at the Fairfax County Police Driver Training Track. More than fifty mobile command centers of all sizes from federal, state and local police and fire agencies displayed at the Rally, some brought in from Maryland, Pennsylvania and Delaware...

Photo Story: Coast Guard assists disabled fishing vessel

Coast Guard crews assisted a disabled fishing vessel and safely delivered it to Gloucester, Mass., at approximately 12:30 p.m. Friday, January 13th, 2012. The four-person crew of the 75-foot stern trawler Bulldog used their radio to contact watchstanders at the Coast Guard Sector Northern New England to report the vessel's engine shaft had broken and they needed assistance Thursday night.

PhotoStory: Gloucester City, NJ Vehicle Rescue

On November 11, 2011 Squad 51 from Gloucester City Fire Department along with EMS were dispatched for a M.V.A Rescue at Route 130 and Market St. in Gloucester City, New Jersey... Battalion 504 reported a 2 car crash with an S.U.V overturned with 4 occupants trapped. Additional BLS from Bellmawr and Westville were dispatched.

Play it Again, Sam

A Manager's Guide to Recorder Procurement

Police and Fire Sharing Facilities:

If you travel across America you'll find that most cities and towns typically have separate police and fire stations and most of these stations also have their own dispatch centers. Even in some of the smallest towns in New England or the Midwest this still is the case. But with most states in a deep recession, taxpayers are questioning whether having separate facilities makes fiscal sense.

Police Collisions

Imagine you are home alone when you hear a very heated argument from the couple who live next door. You become very concerned when you start to hear items breaking; and then, the wife starts screaming. You make the 9-1-1 call to the police, hoping that within minutes, she will be safe.

Protocol Use in Emergency Dispatch: An Evolving Standard of Care

Protocols have become an integral part of modern day, emergency dispatch operations. Protocols reduce variance, ensure a continuity of care, reduce liability, standardize response decisions, and provide a basis for performance measurement and quality improvement efforts. It's no wonder that protocol use has become a rapidly growing standard in a discipline that has, historically, been fraught with inconsistencies in call receipt, processing, interrogation, instruction, and dispatch.

Public Safety, 9/11, and Critical Incident Stress

What we once knew as a traumatic event seems to pale in comparison to what thousands learned that day on the streets of New York, on the steps of the Pentagon, in a field in Pennsylvania, and even on the screen of the TV we remained glued to for days, even weeks, after the terrible tragedy that we now refer to as "9/11." Those of us in the trenches, used to responding to critical incidents as part of our job, may feel at a loss for words at this point. All the training in the world could...

Q&A: 9-1-1 Industry Alliance Faces 9-1-1 Overload Challenges & More

Q&A: Cisco Takes Mobile Ready Net to the Next Level

At last week's LandWarNet Conference in Tampa, Florida, Cisco introduced its latest wireless router, the 5915, the latest offering in the company’s 5900 Series Embedded Services Router (ESR) product line. The new router is optimized for mobile and embedded networks and expands the capabilities of the Cisco Mobile Ready Net solution architecture with such new components as Dynamic Link Exchange Protocol (DLEP) and the latest Radio Aware Routing (RAR), and is designed to ensure communications...

Quality Assurance: The Behavior Allowed Becomes the Standard

In the modern workplace employees have a desire to know why they are being required to do things and often resent the "old school" just-do-as-I-say approach to management. Policies and procedures need to be explained to and understood by everyone. Often times, if the reasons are clear and the consequences of their actions, and not for their actions are emphasized and understood the resulting compliance will be greater.

Quality Improvement through Education and Positive Reinforcement

All the quality assurance data in the world is virtually meaningless if it is not followed up with a strong quality improvement initiative. Gathering the information and generating reports are just part of the process.

Quality Is Job 9-1-1

The state of quality control within our industry truly requires a case-by-case study. Some states have standards; others do not. Some agencies train; others do not. You get the point. Realistically then, quality must begin at home. But what do we mean by quality? What do we measure and how often do we measure it? And, more importantly, what do we do with the results?

Rapid Reporting

Emergency Notification Systems: Public Safety's Regional Intercom

Reactive and Proactive

How Communication Helped Safeguard Southern California Residents during the Wildfires

Redefining the Human Machine Interface

Simultaneous auditory stimuli (e.g., radio and telephone transmissions) is a common occurrence within in the 9-1-1 communication center. Competition for the telecommunicator's attention and comprehension with receipt of two simultaneous verbal transmissions may result in critical information being missed or lost when switching between tasks. To better manage competing auditory activity, the telecommunicator needs a process to receive, analyze, and organize this activity in such a way that...

Reflections from Ground Zero

Since I returned from New York City as a Communications Specialist with California Urban Search and Rescue Task Force 3, I have been asked many times to explain exactly what the scene at the World Trade Center looked like. I would quickly agree with others that the scenes on the nightly television news reports were only a mere fraction of what we actually witnessed during our two-week deployment.

Remembering Ray Downey, FDNY 9/19/37 - 9/11/01

All those who died that day will forever be heroes, but Ray Downey's life prior to that day had already made him a hero to so many who had know him. At 63, he was the Deputy Chief in charge of Special Operations Command (SOC) for the largest urban Fire Department in the world. His contributions to the Rescue community had made him a legend, and he was respected as a leading authority on Structural Collapse Rescue all over the Country.

Remote Print Manager Elite Helps Fire Department Dispatch, Responders, and Citizens

Reorienting the Dispatcher's Perspective

The Grapevine Police Department is like one big family. We have our good days and bad days. There are people we like and those we would prefer not to hang out with. There is sibling rivalry and an overwhelming ability to step up to the plate and help out in times of struggle and stress.

Repeater Interoperability Controller

Midian's RIC-8 is a tone remote adaptor and encoder that allows up to eight RIC-8 equipped repeaters connected by leased line or microwave to interoperate

Rescues made in Camden NJ Dwelling Fire

On March 8th, 2011 at 12:38 A.M. Camden City (NJ) companies were dispatched for a dwelling with reports of people trapped. EMS arrived and reported the house was fully involved with 3 trapped occupants on the rear roof. Crews worked to remove the occupants who were transported to a near by hospital. The Battalion struck the all hands on arrival with heavy fire conditions.

Rescuetainment: Real Life TV: Friend or Foe?

A thirteen-year old girl is swept down a flood control channel in Los Angeles as swiftwater rescuers struggle to pluck her out of the torrent. A woman and her son are in a violent automobile accident and rescuers make a heroic effort to save them. The parents of a young man receive a surprise telephone call from police officers informing them that their son may be the victim of a homicide. A well-known Hollywood actor discovers his beautiful wife lying at the bottom of their swimming pool....

San Jose Firefighters Conduct Swiftwater Rescue

On Thursday, March 24, 2011 units of the San Jose Fire Department responded to a stretch of the rain swollen Guadalupe River near the San Jose International Airport for a report of a subject trapped in the fast moving water. Firefighters with San Jose's Urban Search and Rescue Task Force worked quickly to deploy two inflatable rescue boats needed to reach the victim.

San Ramon Valley Comm Support 131

The San Ramon Valley Fire District (SRVFPD) in Northern California’s Bay Area recently put into service a Type 1 Communications Support Unit, CS131. The design was the result of extensive review of other Mobile Command Post type vehicles from throughout the United States and, to some degree, elsewhere. Attempts were made to avoid the pitfalls of some of these vehicles, while capitalizing upon their successes.

Sand Storm Inundates Coastal Homes in Oregon

A fierce windstorm, with winds of 50 MPH, blew beach sand all over more than a dozen homes built on a sand spit on the coastal town of Waldport, Oregon last January 17th. The homes are frequently visited by wind storms that drive the sand over and around the homes, but nothing of this level had ever occurred before.

SAW: Valuable Tool To Survive Hurricanes And Disasters

It's been nearly three months since Hurricane Irene followed by a second violent storm tore through the eastern states. The Federal Emergency Management Agency (FEMA) declared many zones disaster areas. Millions of homeowners were without electricity when trees and branches fell onto power lines. Trees damaged homes and vehicles as well. Clean up continues. There is nothing worse than feeling helpless without emergency equipment when disaster strikes.

Seeing the Scene

Video Systems in Public Safety Call Taking and Response

September 11th 2011: A Decade of Reflection

In honor of the tenth anniversary of September 11th, 2001, 9-1-1 Magazine presents a number of new features and also archival stories from our original coverage in 2001 and subsequent years.

SkyMail for the Public Safety Community

Most people would agree that communications within a Police Department is critical to the daily and safe operation of any community. An unfortunate trend has caught on, though, perhaps in response to tight municipal budgets and officer layoffs... Recognizing that a more effective and safe solution would significantly increase the speed and accuracy of communications from the field, PDV took the lead by creating an application called SkyMail, which allows police officers to quickly and...

Smaller Electronic Devices Create Growing ESD Problems for 9-1-1 Call Centers and Other Mission-Critical Environments

ESD (electrostatic discharge) has long been known as an 'invisible and silent threat,' but it is now generating a bit of a stir at data centers, emergency call centers, and other mission-critical environments. The reason for this heightened attention is a dramatic new study from NanoMarkets, which shows that smaller electronic components are creating much greater risks for electronic hardware manufacturers and many end users.

Smarter Analytics, Smarter Emergency Services

Today's public safety agencies are being pushed to run like a business--all while under increasing pressure to take on more responsibility with constrained resources and budgets. Efficiency and speed are key operations objectives in today's public safety answering points (PSAPs).

Somerset County 9-1-1: The Crash of Flight 93

For the men and women at the 9-1-1 Center in Somerset County, PA, September 11 took on a personal meaning when United Airlines Flight 93, hi-jacked by terrorists and bound for an uncertain target in or near Washington DC, crashed in the midst of their jurisdiction, in a field in Shanksville, PA.

Speeding Patient Care - Case Study: The Connected Ambulance

In 2010, the State of Georgia received a grant to bring mobile connectivity to approximately 100 EMS agencies statewide. For Southside Fire and other EMS services, a mobile broadband solution would allow teams in the field to not only file their reports with the state portal from the ambulance, but also transmit patient information to hospitals while en route.

Suffolk County Fire-Rescue MCU

The current Suffolk County Department of Fire-Rescue and Emergency Services Mobile Command Unit replaced a unit purchased in 1988, which contained a communications and incident command sections, but on a smaller scale. That in turn replaced an older unit put into service in the mid 1970’s, the first concept of a command vehicle. This was a Fire Marshal’s van that was converted with a homemade built-in wooden cabinet containing several low-band radios, which was the only bandwidth in use at...

Team Robot: Researchers Demonstrate Autonomous Vehicles With Advanced Collaborative Exploration and Mapping Capabilities

The ability to map and explore simultaneously represents a milestone in the Micro Autonomous Systems and Technology (MAST) Collaborative Technology Alliance Program, a major research initiative sponsored by the U.S. Army Research Laboratory. The five-year program is led by BAE Systems and includes numerous principal and general members comprised largely of universities...

Telephone Swatting: A New Look at an Old Problem

In early February, national media provided extensive coverage of the so-called "swatting" of 9-1-1 calls. This was triggered, in part, by a Department of Justice press release concerning the guilty plea entered by an eighteen year old Boston man on a string of related charges.

Terror, Tragedy And Turmoil: Reflections on Terrorism

From the terrorist standpoint, attacks on civilian targets like the World Trade Center are political acts. Perpetrators are heroes, martyrs in their own society, perhaps even heroes among elements of American society. In their twisted reckoning, they are paid lobbyists. While their stated enemy counterparts lobby US politicians with cash and favors, the terrorist is paid with salvation. Hate is wrong in any society. Religious fervor is evil when manipulated by ungodly men.

Terrorism And Urban Search And Rescue

FEMA sponsors 28 national urban search-and-rescue (US&R) task force teams, comprised of fire-rescue specialists, structural engineers, medical professionals, logistical and communications specialists, canine disaster search teams, and incident support managers, ready to serve as a national resource for disaster rescue response nationwide. "As soon as it became obvious that we were facing a major terrorist event, we knew we were going to have structural collapse responses," said Dave Webb,...

Terrorism Preparedness: PSAPs Get Ready for the Future

"We need to ask questions and get a good understanding of what the (situation) is," said Hollman. "Each caller is different, some may be aware of something unusual and some may be very hysterical. But the basics are still the where's and what's. That's what a dispatcher needs to find out."

The "Dumbing" of Dispatchers

One of the more common complaints heard around the PSAP (Public Safety Answering Point) concerns the "dumbing of dispatchers. This gripe typically comes from members with a little bit of time under their belts, and the propensity to wax poetic about the good old days.

The Blue Wall: Corruption Charges in NYC

They are sworn to uphold the law. When they go wrong there is nobody to stop them. That there are corrupt cops is not surprising. That their criminal conduct is condoned, even applauded, by other police officers is appalling. A continuing scandal in the New York Police Department under Commissioner Ray Kelly has sparked protests by tough looking cops rallying around the courthouse to support Officer Joe Ramos, a 17-year veteran of the NYPD. Ramos was indicted for making a heroin buy and...

The Communications Center Of The Future

The era of nanotechnology is here, and with this technology, the world will be able to achieve things beyond the dreams of mortals. Nanotechnology will change our environment in the most fundamental way since the development of tools. The excitement lies in the theoretical possibilities that may one day overturn economies. In the next decade and a half, policing will become more difficult. Policing computer and internet crimes is already challenging; adding wireless technology and...

The Day I Went from Dispatcher to a First Responder

If you work as a dispatcher long enough, you inevitably face one of our occupation's worst type of calls: the death of a child. Any death call can be traumatic, especially if it comes on the heels of something you have recently experienced yourself, such as the death of a parent.

The Deer in the Wildfire: The Story Behind the Photo

The photograph is striking. The vibrant colors show two elk surrounded by huge walls of fire. Many have already downloaded the picture from the NIFC website and put it on their own websites. Others have attributed this once-in-a-lifetime portrait as being fake, or perhaps shot in Yellowstone... The picture is genuine, and is the work of John McColgan, a Fuels Management Specialist with the Alaska Fire Service,

The Emergency Call Tracking System: Making 9-1-1 Inroads in California

Over the last 15 years, 9-1-1 reporting systems have been evolving and dramatic improvements have been made with the advancement of technology. Direct Technology, a leading custom software development firm, has witnessed and contributed to this progression. The Roseville, California based group has developed a deep understanding of how to deploy and manage an extremely successful and dependable 9-1-1 reporting system.

The Emergency Doctrine: Doing the Right Thing

The Emergency Doctrine was created by human lawmakers who understood that if we are held to our normal standard of care during times when meeting such a standard is impossible, we may not act at all out of fear that we will do the wrong thing.

The Ghosts of Christmases Past

There will always be a select number of calls whose memory will follow each and every one of us throughout our careers and become indelibly imprinted as part of the holiday season... Despite the severity of these events and others like them, the names of those involved have dimmed over the years. While the streets and neighborhoods involved are often associated with these recollections, the most common denominator is the deep seated sorrow that "something like this could happen near the...

The Hidden Hazards of Chemical Suicide

Police and firefighters in Aurora, Colorado responded to an apartment building after a report was made of the smell of rotten eggs in the area. The building was evacuated, and responders entered an apartment whose bathroom had been taped shut with duct tape. Signs warned of hazardous materials inside. A young woman's body was soon removed from the residence. Welcome to the new and terrifying world of chemical suicide. As a 9-1-1 dispatcher, it's important for you to know that this threat...

The Importance of Storm Spotting

...From Action News Central... A tornado warning is in effect until 6pm for...

The Numbers Game: Are Score-Based QA Systems Truly Representative of Dispatcher Performance?

In a profession as critical - and criticized - as our contemporary 9-1-1 occupation, adherence to policies and procedures becomes extremely important. This is especially true for agencies that provide some measure of post-dispatch and/or pre-arrival instructions to callers, directing the caller to actively do something to stabilize a patient or begin to mitigate an emergency before the arrival of the dispatched first responders. Evaluating performance and compliance with protocols and...

The Poomacha Fire

The Poomacha Fire started in the early hours of October 23 as a residential structure fire that spread to the wildland. Around noon that day, I received a call from CAL FIRE Battalion Chief Alan Knapp from the Lake-Napa-Sonoma Unit; the Communications Unit Leader (COML) on California Incident Management Team 4, which had been pre-staged in Southern California awaiting assignment and were now heading to San Diego County to support command of the Poomacha fire.

The Port Authority Police: The World Trade Center's Public Safety Agency

The September 11th atrocities claimed the lives of 37 police officers of the New York/New Jersey Port Authority Police Department, including the department's Chief, Deputy Chief, and Inspector, and destroyed the department's headquarters and 9-1-1 center. An officer from every rank gave their lives in what New York Mayor Rudolph Guiliani called "the greatest rescue of modern times, since in so doing the rescuers saved more than 25,000 people."

The Problem with Quality

Quality Improvement (QI) is a relatively new concept in emergency communications. Called by many names, including Total Quality Management or Control, Quality Assurance, and Statistical Quality Control, among others, QI has existed in the modern era since post WWII Japan when quality experts like Dr. W. Edwards Deming and Joseph M. Juran helped to re-industrialize the war-torn country.

The Reliability of the Commercial Network

What is often lost in the debate over the fate of the D-Block is the proven reliability of commercial networks. Indeed a great divide exists between the perception by some in the public safety community, who often cast doubt that these networks are dependable enough, and the reality, that more often, it is the commercial network that is the only one left standing.

The Rise of Cybercrime and What Law Enforcement Needs to Know About Protecting Sensitive Data

Public safety professionals continue to adopt new technologies that allow them to monitor potentially dangerous or illegal activities and gain access to information that improves their ability to do their job, and the quality of the services being provided. However, municipalities that purchase and implement these technologies are often at risk themselves from hidden vulnerabilities that can be exploited by cyber criminals. Thus, sensitive data that is necessary for reporting crime and...

The Shooting at Virginia Tech

On the morning of April 16, 2007, the quiet calm that hung over the Virginia Polytechnic Institute and State University in Blacksburg, southwestern Virginia, was pierced by the sharp pop of gunshots and the cries and screams of panic and pain.

The Technology You Need To Survive A Killer Tornado

After tornadoes left over 300 dead in just a 24 hour period those in the across the country are now aware that technology, email, text alerts, and weather radios prevented an astronomical death toll. Some of the supercell storms from Wednesday were so extreme that if anyone in their path didn’t adequately seek shelter they would not survive. By a miracle, highly visible tornadoes during the day Wednesday combined with media coverage saved many whom are counting their blessings today. Had the...

The Two Major Roles of Public Safety Recording Systems

Recording systems for public safety agencies may be viewed from two different perspectives: their performance during an event and their performance after one. During an emergency, the protection of lives and property eclipses all other needs. Recording systems must meet special demands, improve performance, and make a tough job easier for police, firefighters, air-traffic controllers, and other public safety officials. After an event, a precise analysis can be equally crucial because it...

The Underlying Problem With 9-1-1: Rescuers Can't Help Citizens If They Can't Locate Them

Most 9-1-1 map data is flawed across the country. It’s inaccurate and outdated - missing new streets, closed roads and sometimes whole new developments. It frustrates first responders who have to double-back on roads searching for an address that’s out of numerical order. It can be life-threatening to citizens who need assistance, yet their location cannot be identified quickly or with spot-on precision.

To Serve and to Protect: Hearing Protection at Its Best

Many of today's emergency personal are missing one integral component of their daily uniform, hearing protection. Between loud sirens, radio blasts and even gunshots, high decibels of noise might be lurking during the next emergency call that is responded to. It comes as no surprise that occupational hearing loss is a serious health issue for those in emergency related fields, but what is surprising is how little is being done to prevent it.

Top 10 Tips on Developing A Mobile Command Unit

Plan, plan, plan—As in real estate, the three keys to success when building a mobile command vehicle are plan, plan, plan. Your planning process should involve key personnel from all of the agencies that will be impacted by the new vehicle. If you have already selected your vendor, they can also add value. A solid plan keeps the process on track and on budget.

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Tracking Technology Keeps Rescuers Safe

Although searchers are trained in the latest safety procedures, the remoteness of the terrain and the challenges of operating in small teams meant the risk was high. The team contacted PRYME Radio Products, a company which makes audio accessories such as earphones and headsets for two-way radios, about their GPSMIC system.

Trends in PSAP Console Furniture

The public safety and emergency communications industry moves at a fast pace. In an ever-changing environment - from the nature of calls taken, to shifting employee needs, to advances in technology - call center managers, supervisors, and dispatchers need to stay abreast of the latest industry trends. While new technologies and call center designs are clearly important, it's also crucial to acknowledge emerging trends in ergonomic console furniture. Well-designed workstations provide...

TV Crime Dramas versus Reality

In the years following 9/11, several TV dramas have popularized the notion that there are a lot of high-tech developments, not to mention relaxation of due process, prevalent today in the pursuit of criminal suspects. It's hard to watch all these shows portraying modern law enforcement techniques and separate fantasy from fact.

United Flight 93 Revisited: Command and Control in Shanksville

Since Shanksville is located in a very rural area, the Pennsylvania State Police were in charge of the crash scene, although numerous other agencies would follow to conduct the investigation and necessary follow-up tasks.

Unknown: In the Shadow of 9/11

There will never be a solution to religious feuding. It is in the makeup of the human psyche. It wouldn’t happen at all if the unknown was known. All of this so far sounds philosophical, something first year students of religion might discuss in college. What much does religion have to do with nations and world affairs? Everything. What does the unknown have to do with religion? Everything.

US Coast Guard Responds to Ground Zero

While thousands of US Coast Guard members remain ready to protect freedom on our nation's waterways, a handful have provided difficult and emotional support tasks in the midst of Ground Zero - what remains of the World Trade Center complex.

US&R Communications at the World Trade Center

The Puget Sound Washington US&R Task Force encountered several communication difficulties during our deployment to the World Trade Center incident. We were deployed at the site from September 19th-29th and spent most of the assignment working in the Church Street Sector or East Branch area of responsibility between WTC Buildings 4 and 5.

Using ICS for Interoperability

Technology isn't the only answer to interoperability. The Department of Homeland Security is trying to get people to understand there is a "continuum of interoperability" that includes operations and exercises beyond the technology. The Incident Command System (ICS) has been at the center of many of these activities and has shown its ability to manage communications at large scale and well-integrated incidents.

Vendor's Corner: Technology and Emergency 9-1-1 Operations

As the last ten years have seen huge advancements in the communication technologies we use in our everyday connected lifestyles with smart phones, tablet PCs, netbooks, and the like, there has also been a paradigm shift in how we gather, consume and disseminate information. No longer must we rely on the media for telling us what is happening around the world, but we now can plug directly into news channels via social media outlets, situational awareness alerting services, blogs, etc. to...

Verint Systems Introduces Forecasting and Scheduling Capabilities to Its Impact 360 for Public Safety Solution

Verint Systems Inc. has announced the availability of new forecasting and scheduling functionality to its Impact 360 for Public Safety Powered by Audiolog solution. The workforce optimization software is designed for today's public safety answering points (PSAPs), command and control, and emergency communications centers.

Video 9-1-1

High-tech digital equipment doesn't need to be used by just law enforcement officials to be an effective piece of evidence. And, truth be told, the equipment doesn't even need to be that high-tech. That is why camera phones have become such an important part of incident investigations nationally. From the tragic shooting at Virginia Tech University in April 2007 to a common hit-and-run accident, getting visual evidence may no longer be difficult and time-consuming with the prevalence of...

Video Aids Wildfire Management in San Diego County

On Sunday, October 21, 2007 the first of many wildfires began burning out of control in the Portero area of San Diego County. Fueled by high off shore winds, multiple fires were tracked and managed over the course of 10 days.

Vulnerability Assessments for Public and Private Facilities

From a homeland security standpoint, office, storage, and manufacturing buildings are not typically the subject of a man-made disaster, such as a terrorist attack.

Washington Department of Fish and Wildlife Police Mark First Year of Live Operation with Integrated Public Safety Software System from CODY Systems

CODY Systems, an industry leader in integrated software solutions for real-time collection, analysis and sharing of critical data for public safety, law enforcement, regulatory enforcement and intelligence agencies, reported that as of Oct. 15, 2010, the Washington Department of Fish and Wildlife Police (WDFW) has marked its first year of live operation with a full implementation of CODY's integrated software suite, including Desktop Records Management and Mobile Records Management and Field...

What's On Your Desktop? Monitors, Maps, and Manuals that Shape Our World

The tools of the 21st Century telecommunicator are as diverse as the duties he or she performs. Chances are good that some form of Computer Aided Dispatch graces the work space; however the size of the community served plays a major role in whether or not automation is used. According to a 1999 survey performed by the Bureau of Justice Statistics, 100% of municipalities serving 250,000 or more residents were computerized, while only 18% of towns with less than 2,500 people had gone digital.

When Mud Flows

On October 2, 2007, gale-force Santa Ana winds whipped up wildland fires throughout Southern California, charring 517,267 acres; destroying 2,233 homes, five businesses, and 966 outbuildings; killing 10 people and injuring another 139; and launching the largest evacuation in California history, according to the California Governor's Office of Emergency Services (OES).

Where Are The 9-1-1 College Programs?

Are there great ideas to increase the pool of qualified or experienced candidates for 9-1-1 Jobs? YES! Have you thought about working with your local college?

White Paper: Radio DiagnostX Technology

Now linked from our home page: a White Paper from Locus Diagnostics, the only system that can diagnose the health of a radio, over-the-air in real time, 24/7. The paper provides an overview of DiagnostX technology and its innovative approach to Over the Air Bench Testing resulting in early detection of potential mobile and portable radio transmission problems, narrowband performance verification and diagnostics in trunked and conventional radio networks.

Working Fire: Palmyra NJ All Hands Dwelling Fire

On January 31, 2011 a dwelling fire was dispatched in Palmyra NJ at 519 Cinnaminson Ave. Initial reports were received of occupants trapped inside the dwelling. Companies arrived with heavy smoke and fire conditions from the multiple family dwelling.

Writing Public Safety Noir: A Conversation with novelist Kurt Kamm

Malibu resident Kurt Kamm has used his access to Los Angeles County and LA City firefighters and his experience in several devastating local wildfires to write his novels.9-1-1 Magazine recently spoke to Kurt Kamm about how his experiences have flavored his books and how writing from a public safety viewpoint has given them a unique edge.