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The art of listening by the dispatcher demands a high level of hearing. To do less would be an injustice to the dispatcher, the employer and the citizen who might only get one chance in a lifetime to call 9-1-1 for help! After many years in this field, I feel that the time has come to bring this deficiency to the forefront.
Surely an emergency dispatcher's worst nightmare is handling a call involving their own family. Illinois 9-1-1 Dispatcher Tracy Wilson experienced just this on June 17th when she took a call for a water rescue at the Rock Cut State Park after a canoe tipped over. After handling the call and getting rescuers on the way, Wilson received a cellphone call informing her that the victim was her son, 17-year old Mitchel Krause. He had been in the canoe when it tipped over on Pierce Lake and was...
More people will survive sudden cardiac arrest when 9-1-1 dispatchers help bystanders assess victims and begin CPR immediately, according to a new American Heart Association scientific statement published in Circulation: Journal of the American Heart Association.
In a time when 9-1-1 agencies are clamoring for more training with less money 9-1-1 Magazine is proud to announce that high quality 30 and 60 minute training programs produced by the Law Enforcement And Public Safety Network (LEAPS.TV) will be available without cost and without registration on the 9-1-1 Magazine video portal.
In honor of our 25th Anniversary, take a walk with us through 9-1-1 Magazine's illustrious past!... 9-1-1 Magazine was the brainchild of publisher Jim Voelkl, whose family had owned Official Publications, Inc. (OPI) since 1945, publishing periodicals for, public safety and veterans associations and various other organizations. With numerous trade magazines serving the needs of the various components of public safety - Firehouse, Fire Engineering, American Fire Journal, Fire Chief, Police...
...I moved on with my life, and took my children with me to safety. Became ferociously independent. Felt wonderful. New life, new home, new job. My new job was as a 9-1-1 dispatcher. I knew that the job would be stressful, but I was an old pro at stress. Or so I thought. I had no idea the extent of stress that was heading my way...
We rely on addressing in multiple, everyday situations - mailing, navigation, emergency response and others. Addresses are assigned to single and multi-family homes, apartment buildings, industrial and commercial structures, and government structures. In some areas, addresses are assigned to identify infrastructure facilities, such as communication towers, fire hydrants, utility poles, bridges, and boat ramps.
Agency Cooperation & New World Systems' Software Help Sheriff Quickly Nab Bank Robber Across State Lines
Minutes after the Cornerstone Bank in Fargo, N.D. was robbed, the Red River Regional Dispatch Center (RRRDC) and their five consolidated public safety agencies leveraged a shared radio system and New World Systems' multi-jurisdictional Aegis Public Safety Software to capture the suspect as he fled across state lines to Clay County, Minn...
Airbus DS Communications' VESTA 4 becomes first PBX/voice switch agnostic, IP based E9-1-1 system solution to be JITC-certified
VESTA 4, a 9-1-1 system made by Airbus DS Communications, achieved Joint Interoperability Test Command (JITC) certification in Q3 of 2014, making it the first IP based E9-1-1 system approved for use by the Department of Defense (DoD) that was built from the ground up to be NG9-1-1 compliant.
The Morgan County (AL) Emergency Management Communication District (MCEMCD) recently utilized the Aurora management information system (MIS) solution from emergency communications leader Cassidian Communications, an EADS North America company, to correctly identify the source of a series of prank 9-1-1 calls.
The Next Generation 9-1-1 (NG9-1-1) initiative seeks to significantly expand the capabilities of today's emergency 9-1-1 centers in order to optimize call-taker performance and enhance the center's overall incident response and resolution efforts. Primarily focused on a center's ability to handle text, data, images and video, there is another significant component to also consider - the use of audio-based intelligence in the mission-critical emergency services environment.
Public Safety Answering Points (PSAPs) around the country received encouraging news on December 1, as a bipartisan group of Representatives in the House passed an amendment aimed at improving the capabilities of the nation's 9-1-1 centers.
Airbus DS Communications (formerly Cassidian Communications) has completed installation of the Next Generation 9-1-1 call processing system, VESTA 9-1-1 for the Cameron County Emergency Communication District (CCECD) of Texas.
Cassidian Communications Installs VESTA/Sentinel 4 Emergency Call Taking System for Eight Indiana Counties
Cassidian Communications, an EADS North America company, has completed the installation of its VESTA/Sentinel 4 Next Generation 9-1-1 (NG9-1-1) call taking system for eight counties surrounding the Indianapolis, Ind. metropolitan area. The new IP-based system streamlines emergency and administrative communications for the 13 Public Safety Answering Points (PSAPs) that serve the region, which is commonly referred to as the "Indy Donut."
Cassidian Communications Provides Gaston County, N.C., 9-1-1 Center with Emergency Call Processing Solution
Cassidian Communications has implemented its next generation 9-1-1 (NG9-1-1) Sentinel Patriot call processing solution within the Gaston County, N.C., Police Department 9-1-1 Communications Center via communications solutions integrator, Wireless Communications. The cost-effective and proven NG9-1-1 call processing solution, Sentinel Patriot , now supports Gaston County 9-1-1. No single point of failure and redundant servers ensure 9-1-1 calls are answered efficiently.
Cassidian Communications, an EADS North America company, together with channel partner Verizon Business Solutions, has successfully upgraded the 9-1-1 call processing solution at the Newport News, Va., Police Department Communications Division. The upgraded Sentinel Patriot 9-1-1 call processing system is the first geo-diverse emergency call processing solution in the Tidewater Region.
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...
Police in Denver (CO.) are investigating the handling of a 9-1-1 call from a road rage victim, during which a dispatcher told the man to return to the city for an officer to take a report, and which ended in the man’s death.
Dispatchers for North Memorial Ambulance Services (MN) Find 24/7 Scheduling Access, via Aladtec, a Valuable Department Asset
It's not the first time lightning has struck here, but this time, when a powerful bolt hit a radio tower at the Stewart County (TN) Sheriff's Office on April 5th, it shut down the 9-1-1 dispatch center.
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...
In order to continue to gauge the effectiveness of the new "text-to-9-1-1" technology, the Durham Emergency Communications Center and Verizon Wireless are extending the trial period beyond the January 31st deadline to now end on April 30, 2012.
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...
Eaton's 93E UPS Offers Feature-Rich, Economical Power System for Today's Mission-Critical Data Centers
Even the smallest disturbance in utility power can terminate or prevent 9-1-1 calls from being completed. For call centers, a reliable uninterruptible power system is needed to effectively maintain uptime across these facilities. The 93E UPS from Eaton offers enhanced maintenance bypass options and external battery cabinets to ensure operation of critical IT systems. Call center operators can build upon the internal runtime capabilities of the 93E with a range of battery cabinets that offer...
Eaton's Latest IT Power Management Software Aligns with Latest Virtualization Platforms & Converged Infrastructure Solutions
Power management company Eaton has announced the launch of its Intelligent Power Manager software version 1.4, building on a five-year history of success in developing industry-leading power management solutions that are compatible with most virtualization platforms. Intelligent Power Manager software version 1.4 strengthens Eaton's collaboration with Cisco Unified Computing System server management, which allows information technology (IT) managers to set power consumption limits to each...
Tuscaloosa County (AL) has selected Emergency CallWorks (ECW) to supply advanced 9-1-1 call management and call mapping. The new system, built to meet and exceed the latest Next Generation (NG) 9-1-1 standards, will help improve emergency response, streamline and consolidate operations and lower the county's total cost of operation and technology. The new NG 9-1-1 call management solution will be deployed with the capability to service all of the existing Public Safety Answering Points...
The Federal Communications Commission (FCC) has unanimously approved an order creating a do-not-call list for America's 9-1-1 centers. The action, approved on October 17th, prevents robocalls and unsolicited telemarketing from reaching 9-1-1 centers on administrative lines – a needless distraction that could prevent emergency calls from being answered in a timely manner.
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...
July 1, 1993: A brief radio encounter - tragic events that unfolded in a matter of minutes - changed the lives of two individuals forever, leaving one dead and the other with haunting memories, and leaving many more with unanswered questions due to.
On Sunday, January 10th, 1999, tragedy struck the city of Oakland, California (population almost 400,000 and located across the Bay from San Francisco) when it lost two of its best emergency workers in one day... Dispatchers who handled the incidents both affirmed that there is nothing a dispatcher can do to prepare for the emotional impact of losing a field unit. The pattern I've observed from these experiences appears to be common to these types of critical incidents. These incidents...
You are right in the middle of a multiagency mass casualty event when the phone rings. Is it a commander in the field with important information? Is it one of the mutual aid agencies you are coordinating? No. It is a reporter from a local newspaper with a thousand and one questions; just what you needed! This installment of From the Chair takes a look at the relationship between the dispatcher and the media. It discusses how an effective Public Information Officer is a buffer between...
You just sat down to begin your shift. The cluster of screens before you glow brightly, and the radio test revealed no problems. Before long, you will handle the fire on Broadway, the domestic violence on State Street, and the fender bender at the mall. And of course you will wonder if the hundreds, if not thousands, of people looking over your shoulder will approve of the way you're doing your job. The latest installment of "From the Chair" takes an irreverent look at the love-hate...
It is difficult to faze 9-1-1 dispatchers. But there is one phrase that strikes terror in them, "We're upgrading!" This installment of From the Chair asks the question, "Is introducing the latest and greatest technology really helping to do the job better?" To explore that question the article focuses on the CAD.
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...
Locution Systems, Inc., the provider of the Locution Systems Fire Station Alerting (FSA) System for fire and EMS departments, has been commissioned to provide its FSA system to the Rickenbacker Air National Guard (ANG) Base. The Rickenbacker ANG Base will implement Locution Systems' FSA System with enhanced Aircraft Rescue Fire Fighting (ARFF) capabilities. This ARFF-enhanced version allows both dispatches and "crash phone" audio from Rickenbacker’s control tower to be distributed with the...
Marshall County Sheriff, Marshall County EMS, and Lewisburg PD Adopt PowerPhone's Total Response CACH Solution
Marshall County 9-1-1, Tennessee, has deployed the PowerPhone Total Response CACH (Computer Aided Call Handling) solution because their commitment to their community is critical. This was an enormous effort by the three agencies who dedicated investing time and resources in making improvements so the Total Response solution would be significant to the call takers, on scene responders, and citizens of the community.
Matrox Graphics Inc. has unveiled its Matrox Avio Series, a new line of fiber optic KVM extenders for graphics intensive design and visualization applications within the government, military, and other markets. The KVM extender transmitter/receiver pair enables users to secure the host computer in a call or operations center's climate-controlled machine room by capturing the system's I/O functionality and extending it up to 1000 meters over a single fiber optic cable.
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!
An investigative news report by Vicky Nguyen, Liz Wagner and Felipe Escamilla posted online at NBCBay Area (see link below) has exposed a USPS policy that some say may have contributed to critical time delays in life and death situations.
CrimePush has launched an innovative new crime-reporting and personal safety app for the iPhone and Android marketplace. With a few intuitive clicks, community members can now report crimes, medical emergencies, or other threatening situations to their local authorities at the push of a button. Because of the smartphone's unique capabilities this app can discretely send alerts that include detailed GPS coordinates, photos, text, and even video.
Enter ELSA (Enabling Language Services Anywhere). Created specifically to support hands-free access to OPI services, ELSA is a compact, body-worn device not much larger than a mobile phone that offers immediate access to OPI providers with the push of a single button.
Tripp Lite, a world-leading manufacturer of power protection and connectivity solutions, has introduced two new Cat6 Patch Panels with unique form factors. The addition of these models provides new durable, convenient, space-saving possibilities for cable management. Both of the new patch panels are TAA-compliant, meeting the requirements for GSA schedule purchases.
If you are an emergency Dispatcher, we know you've heard some crazy calls and we want to hear about them! WORLD'S MOST RIDICULOUS 911 CALLS is a new TV show that dissects one of a million crazy, non-emergency 9-1-1 every week and asks the question everyone wants the answer to: WHAT were these callers thinking?!
A new study by researchers at Northern Illinois University suggests that the on-the-job, indirect exposure to trauma puts dispatchers at risk for developing symptoms of post-traumatic stress disorder (PTSD). "We found that dispatchers report significant emotional distress related to handling duty-related calls, and this type of distress is associated with increased risk for developing PTSD or PTSD symptoms," said NIU Psychology Professor Michelle Lilly, one of the authors of the study...
Heart attacks, car accidents, or fire. Everyone knows that 9-1-1 serves as an emergency telephone number - a vital lifeline to serve the community during crisis situations. But some of the calls made to this emergency hotline are anything but! Life or death? How about a dating hotline OR A call for take-out Chinese? TLC's newest series, OUTRAGEOUS 911, features the actual audio from some of the most ridiculous - and real-life - calls ever received and we’re looking for stories.
The Ozaukee County (WI) Sheriff’s Department flipped the switch to release the live Phoenix software suite to fulfill their public safety needs. Home to a population of 87,000 residents and 215 sworn officers, Ozaukee County is now utilizing Phoenix Computer Aided Dispatch, Law Enforcement Records Management, WDA Mobile, Citizen Services Program (CSP), and soon, Corrections Management Software.
Pacific Interpreters Celebrates 20 Years of Improving Language Access for 9-1-1 & Healthcare Call Centers
Pacific Interpreters, Inc., a leading provider of over-the-phone interpreting for healthcare, 9-1-1 emergency services, government services, and other call centers, celebrates 20 years of providing high-quality language access services to eliminate communication barriers and connect its customers with the individuals they serve.
Pacific Interpreters Partners with First Contact 9-1-1 to Improve Language Access for 9-1-1 Call Centers
Pacific Interpreters, Inc., a leading provider of over-the-phone interpreting for Healthcare, Government, and Business Markets, has announced a strategic partnership with First Contact 9-1-1, a well-known supplier of high quality education and training programs to public service agencies, to improve language access for 9-1-1 Call Centers.
PowerPhone, has published an Active Shooting Response (ASR) Bulletin for public safety agencies. The free bulletin may be used as agencies see fit in preparing and equipping their call takers and dispatchers with effective instructions to deal with an active shooting event.
PowerPhone has released a complimentary white paper entitled, The Role of the Call Handler in the Face of Ebola and Other Emerging and Deadly Infectious Diseases. This paper presents a fundamental summary of emerging infectious diseases and emergency response with a focus on empowering the call handler with information and understanding and, by so doing, protect responders.
PowerPhone, Inc., a leading provider of 9-1-1 call handling systems, has been awarded a "gold" Connecticut Quality Improvement Award (CQIA) Innovation Prize for their flagship Total Response system, which combines 9-1-1 dispatcher training, tools and accreditation.
The Salt Lake Valley Emergency Communications Center (VECC) announced that several counties in Utah have taken the initiative to provide the first IP-capable 9-1-1 call delivery system in the state. Intrado and CenturyLink will offer an emergency service number (ESN)-based ESInet for all 9-1-1 wireline and wireless call handling and routing; IP-based Intrado VIPER call processing equipment; and a common database for call routing and mapping systems that display caller location. This new...
Carbon monoxide poisoning is responsible for some 435 deaths per year - and it is not uncommon for first responders to be victims of carbon monoxide. For dispatchers, thereâ€™s an important lesson to be learned. Arvada (CO) responders have portable carbon monoxide (CO) monitors hooked onto their carry-along kit bags, which sound an alarm alerting crew members to high levels of CO before they enter the hazardous environment.
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...
"Six-One-Charley-Five, respond on a domestic disturbance. Report of a male beating a woman with a..." *squelch* "...rabid ferret, last seen in caller's back yard, on top of a..."
Smart911Connect Provides Solution Providers and App Developers a Method for Delivering Data to 9-1-1
Rave Mobile Safety, creators of the national public safety database Smart911, has announced Smart911Connect, the first program connecting third parties holding data relevant to the emergency response process with supported 9-1-1 centers. Call takers and dispatchers within Smart911 connected public safety answering points (PSAPs) across the country can now automatically receive approved sources of data, including text and images, delivered to their workstation in real-time alongside a 9-1-1...
To ensure that police, fire and emergency medical services in Snohomish County have their fingers on the pulse of the community, the SNOPAC 9-1-1 has deployed FirstWatch to monitor in real-time the roughly 1,500 calls they dispatch each day (more than 600,000 calls in 2013).
Stratus Server Line Bolsters Downtime-fighting Technology with Intel Xeon E5 processor Speed, Power and Performance
With the increasing IT complexity, sophistication, and integration both within and outside of today's Public Safety Answering Points (PSAPs), uninterrupted 24/7 service is more challenging than ever before. In this battle to protect against the pains of IT system downtime and data loss, Stratus Technologies today launched an entirely new arsenal of server systems specifically engineered for superior high availability and operational simplicity.
This White Paper/ebook provides PSAP Managers with the information needed to assure the availability of mission-critical applications and minimize the possibility of disruptions caused by server, operating system, or application failure. It describes the advantages and disadvantages of dedicated servers, cluster technology, virtualization and more in easy- to-understand terms.
Current FCC regulations establish location accuracy requirements, but they are applied only to call originating outdoors. Nearly every 9-1-1 call center faces the problem of receiving calls from those who cannot tell the dispatcher their location... FindMe911, a coalition to ensure that 9-1-1 works in today's wireless age, has released new information from the perspective of 9-1-1 dispatchers and managers.
Beginning last April, the state of Vermont conducted a six-month trial to test the potential of 9-1-1 text messaging services... With the trial period having culminated on October 15th, 9-1-1 Magazine recently spoke with David Tucker about his views of the viability of test-to-9-1-1 services following the completion of the state's trial program.
9-1-1 or may not be prepared for Text to 9-1-1! In honor of National 9-1-1 Education Month, which just ended, Professional Pride offers their Call Takers & Trainers searchable TEXTbook - get it? - for understanding text messages - FREE, for one week.
"The Customer is Always Right" has long been a cliche' used in the customer service industry, prompting businesses in the private sector to provide the highest quality of professional service to meet customer satisfaction. So how can we apply this principle to law enforcement without turning police agencies into a Nordstrom's?
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...
I believe that we are going to see more change in the Communications Center in the next five to ten years than we have seen in the last 25... And now we are moving to Next Generation 9-1-1. I prefer to call it Next Generation Communications Center - because I believe NG9-1-1 has a lot more to do with the entire function and operation of the communications center than just 9-1-1.
Tiburon Launches 9-1-1 Call Handling with Intrado A9C integration to enhance Dispatcher/Call Taker Workflow
Tiburon, Inc., a portfolio company of The Gores Group and a leading provider of public safety software solutions, has announced the launch of Tiburon 9-1-1 Call Handling with seamless integration to Intrado A9-1-1 Connect (A9C).
TriTech Software Systems and Medic, Mecklenburg County's Emergency Medical Service Agency, have partnered on important technology initiatives designed to improve emergency response. TriTech will provide its VisiNet Mobile data solution in Medic vehicles and install a VisiCAD Disaster Recovery solution for an off-site emergency backup dispatch center.
Wisconsin Police Dispatcher Uses New Text Message Service To Handle Emergency Hundreds Of Miles Away
In the early morning hours one day last weekend, Middleton (WI) Police Department dispatcher Sue Buechner received a text message from a teenager who was afraid that his mom was having a medical emergency... Upon exchanging several text messages to determine the location and get further details, the dispatcher quickly discovered that the person who was texting for help and the patient were actually in Manchester, Tennessee, almost 700 miles away from Middleton...
A Florida woman was jailed after she called 9-1-1 in Volusia County, Florida, four times after a fight with a nail salon over a bad manicure. Cynthia Colston told My Fox Orlando that she called after the nail technician became aggressive with her when she refused to pay as much as the store was charging for nails that she said were too short.
Locked out of her car earlier this month, a woman called 9-1-1 and claimed that an infant was trapped in the vehicle. But when a sheriff's deputy responded to a "priority one lockout" at the woman’s Florida home at around 9 AM on October 6, he "saw no child" inside vehicles parked in the driveway.
Zetronâ€™s Advanced Communications (AcomEVO) console system equipped with the P25 Console Subsystem Interface (CSSI) has just completed successful testing with Harrisâ€™s P25 Phase-II infrastructure.
Zetron, a leading provider of mission-critical communications solutions worldwide, is unveiling its new MAX Call-Taking system at the National Emergency Number Association (NENA) conference and trade show in Minneapolis, MN, June 18-23, 2011. MAX Call-Taking is one of Zetron’s MAX Solution family of products, which includes the recently released and well-received MAX Dispatch System.
Zetronâ€™s new CAD/AVL application program interface (API) for its DCS-5020 Digital Console system allows end users to control call operations directly from the mapping resource instead of having to control them from the console. This simplifies operations and reduces response times.
Zetron's MAX Dispatch system is now fully operational on a tablet PC or laptop. This gives public-safety agencies and communication control centers the freedom to respond quickly and deliver remote, temporary, backup or mobile dispatching quickly, securely, and affordably.
Zetron, a leading provider of mission-critical communications solutions, announced that its MAX Dispatch system has just completed successful testing with the CVDS Com Log Logging Recorder. To achieve this high level of integration, CVDS adapted its logging recorder according to the MAX Dispatch interface specifications Zetron provided.