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True stories from dispatchers, law enforcement, fire and EMS personnel who use New World public safety software to help them save lives, protect communities and increase efficiency


Keeping Up with CAD

When it comes to computer aided dispatching, reliability is key.

Take a look at these CAD stories and discover how dispatchers facilitated large call volumes and effectively managed patrol to keep communities safer.


Dispatchers Coordinate Response During Toxic Gas Leak

When toxic gasses leaked from a food supply company, dispatchers knew first responders needed to be on the scene as quickly as possible.

From the moment the call for service came in, a chain of actions involving public safety personnel began.

Immediately, dispatchers entered the information into their computer aided dispatch (CAD) system and sent a response. Fire crews were on the road within minutes and arrived on the scene shortly after being dispatched.

While in transit, fire crews learned more about the incident they were responding to by reading call details on their mobile CAD terminals. This helped responders stay up to date with real-time updates from dispatch.  The Fire Department was also able to access hazard alerts to learn about chemical amounts at the location and Pre-Plan documents created by the Salina Fire Department for this facility on their mobile CAD terminals

"When we found out there was an anhydrous ammonia leak, we let fire crews know exactly what they were responding to," lead dispatcher for the Salina Police Dept. Angela Fuller said. "This gas can be extremely dangerous, and it's our duty to keep first responders and the public safe."

Luckily, the leak happened early in the morning before rush hour, so fewer citizens were involved. However, that did not prevent dispatchers and first responders from implementing safety precautions, according to Fuller.

Read more from the Salina PD: Patrol officers catch burglars in the act

With the information already in CAD, dispatchers contacted the owners of the businesses and buildings impacted by the leak. They also set up perimeters to keep the public out of the area until it was determined to be safe again.

"In our CAD system, we have built-in information regarding each business address including who their keyholders are," Fuller said. "With that information, it streamlines communication efforts in emergency situations."

First responders cleared the scene after several hours once it was  safe for the public to be in the area again


First Responders Access Critical Information During Gun Battle With Fugitive

First responders know that situations can go from bad to worse in a split second.

When the FBI Fugitive Taskforce for Shawnee County in Kansas served a warrant to a known violent offender, the routine procedure quickly escalated into a gun battle.

The suspect in question was wanted for armed robbery and had a significant criminal record. Using intelligence gathered prior to serving the warrant, the fugitive taskforce tracked the individual to a motel in town late at night.

"As soon as the officer knocked on the door he was met with gunfire," according to training officer with the Topeka Fire Dept. Alan Stahl. "One officer was hit. The situation escalated from there."

Immediately, first responders on the scene called for assistance as the standoff continued. The officer who had been shot was treated on the scene when the fire and EMS crews arrived. Meanwhile, the suspect set fire to his hotel room, which resulted in more fire crews dispatched to the scene.

In most situations, law enforcement personnel secure a scene before fire and EMS crews arrive, but in this instance, protecting the lives of the other motel guests took precedence.

"Fire crews on the scene braved the gunfire and were able to contain the fire to the building it started in," Stahl said. "Luckily no one was injured."

Details regarding the situation, which involved a multi-agency and multi-discipline response, were communicated with dispatch from the moment officers were in transit to serve the warrant. Dispatch gathered all of the information, and data about the call for service was available for all responders. This information stayed together and helped first responders facilitate their response.

When the gunfire ended and the fire was extinguished, the suspect was dead from a self-inflicted gunshot wound, and there were no further injuries to first responders or the public.


Arming First Responders With Data

Data-driven intelligence goes a long way for first responders.

In Salina, KS dispatchers arm first responders with information that helps keep them safer on the scene of a call for service.

To do this, dispatchers have built-in capabilities in their computer aided dispatch (CAD) system that includes building contact information, known onsite hazards, entry points, notes about prior incidences with residents, and other details that could impact the safety of responders.

This information is especially useful when a call for service comes in regarding someone with any sort of medical condition, according to lead dispatcher Angela Fuller with the Salina Police Department.

Read more from the Salina PD: Patrol officers catch burglars in the act

In one instance, this medical information was used when first responders were headed to an incident involving a residence with numerous disabled residents.

"When we know in advance that there is a situation involving someone with any type of disability, we can let first responders know what they might be dealing with," Fuller said. "This is especially useful in case of a fire emergency so our fire crews know that there could be individuals inside who are unable to evacuate."

First responders view this information on their mobile data terminals, which help them see vital CAD information in real time. With the ability to relay details about a call for service on a mobile device, another layer of privacy is extended to those in need. This is especially beneficial for any call involving sexual assaults and protected medical information.

While medical information is always private and separate radio channels are used for relaying information from dispatch to first responders, mobile CAD provides this same information in real time.

"Without mobile CAD capabilities, first responders would need to call in to dispatch to receive certain information surrounding patient's privacy," Fuller said. "Mobile CAD allows us to keep this private information secure, while also allowing first responders to access the pertinent data immediately."


Firefighters Battle Grass Fire And Tornado

Dispatchers everywhere know that emergency situations can change rapidly.

For instance, when the fire crews in Shawnee County, Kansas were on the scene of a grass fire and a tornado touched down, dispatchers alerted the fire crews to take cover.

"At that time, two things were happening with the situation and back at the dispatch center," Melanie Mills-Bergers, interim director for Shawnee County Emergency Communications Center (SCECC) said. "On one hand we had the fire and the tornado happening. We also had to switch our CAD system from our normal mode of operation into storm mode, which helps us to better facilitate calls for service."

Taking the CAD system into storm mode helps reduce the response of fire personnel due the plethora of calls during a severe storm. It assists with ensuring enough resources are spread throughout the covered area in order to handle the extreme number of calls for service.

Storm mode does not prioritize or relate calls nor assist with duplicate calls.

"When we had fire crews out at the grass fire and that tornado came, we knew they had to get out of there and take shelter," Mills-Bergers said. "We also knew we needed to handle that call for service correctly as it entailed two major events."

To ensure the fire crews were kept safe, they left the scene of the fire and took shelter. By staying in contact with dispatch using their mobile device terminals (MDTs), the fire crew was alerted to when it was safe to return to the area.

"Even with a small tornado, call volumes increase," Mills-Berger said. "Facilitating those calls in storm mode in CAD helps us streamline responses and keep processes flowing. What's important is that we have a system that keeps up with the calls, so that citizens get the help they need when they need it and our first responders have access to as much information as possible through all aspects of a response."  


Police Save Lives During Weather Crisis

Located just around 30 miles off the coast of Texas, between Houston and the Louisiana border, the neighboring communities of Nederland and Port Neches are so close together that it is often difficult to tell where one city ends and the other begins. The proximity between the two communities along with a third nearby city allowed for a unique partnership to form between local law enforcement. In these communities, local agencies rely on each other for basic services, including police dispatch. 

Because all three municipalities are all utilizing the same computer aided dispatch (CAD) software, information flows seamlessly between each of the jurisdictions, according to Nederland Police Chief Darrell Bush.

This connection became a critical component of the police departments' response during Hurricane Harvey in 2017.

In just five days, the Nederland broke national records after 64.58 inches of rain drenched the community — 31.38 inches of which came down in a single day. Port Neches wasn't too far behind, receiving 64.51 inches of rainfall during the same time frame. 

Despite the historic rainfall and unprecedented flooding, officers were able to reach the people in need of rescue — regardless of jurisdiction.

"I'll tell you that in a situation like that, you have manuals to go by and you have protocol, but the bottom line is that the actual situation is going to be different, and there is really no way to be proactive except to make sure that the software you're using and any equipment you are going to depend on is good and reliable," Bush said.

Operators in a centralized location were able to coordinate rescue efforts between police departments and dispatch the closest officer to the person in need. While physical barriers blocking roads generally kept officers in their respective jurisdictions, the intercommunity partnership prevented duplicated search and rescue efforts so that nearly 200 lives were saved in a timely manner.


First Responders Race to Locate Missing Child

A missing child is one of the most critical calls for service first responders ever respond to.

When dispatchers with Ouachita Parish 911 in Louisiana received a call regarding a missing child, first responders were immediately sent to the location where the child was last seen.

"It had been two hours since the child was reported missing and there were dozens of first responders in the area searching," Denise McKinney, Chief of Communications with Ouachita Parish Fire Department, said.

When the call for service was made, the caller stated that the child had wandered off from home in a rural location and could not be located by family members. Within minutes, first responders were on the scene performing a search.

After two hours had passed and the child had yet to be located, law enforcement officers worked with those involved in the case and relayed location information back to dispatch. With this extra information, dispatch determined that the child's possible location was a half-mile east of the area rescuers were canvassing.

The dispatcher involved in the call for service updated the possible location in her computer aided dispatch (CAD) system and the change was immediately reflected in the CAD narrative shown on the mobile data terminals (MDTs) used by first responders.

"The search area wasn't as precise as it could have been in the beginning," McKinney said. "Once the changes were made, that information was available to everyone, which helped locate the missing child."

With updated information, a district chief responding to the incident discovered he was in the center of the search area. 

"The CAD map was so accurate that the child literally could have crossed the street first responders were traveling on," McKinney said. "As soon as the district chief saw on his mobile device that he was in the updated search area, he decreased his speed as to not injure the child.  A short time later, the child was located. At that moment, I was so proud to have the CAD system that we have."


Identifying and Patrolling Areas of High Crime

With map-based computer aided dispatch (CAD) systems, dispatchers in public safety agencies ensure patrol effectively covers an entire area – not just criminal hotspots. The Greenbelt Police Dept. in Maryland uses this technology to keep their community safe.



System Cuts Time Between Emergencies, Responses in West Virginia County

Source: Charleston Gazette-Mail
By Giuseppe Sabella

A Kanawha County sheriff’s deputy used three letters to describe her dangerous foot pursuit: AVL.

The automatic vehicle locator tracks first responders from more than 50 agencies throughout the county, and it may have saved Cpl. Stephanie Adams’ life.

Metro 911 officials said the upgrade launched in September and has since helped law enforcement, paramedics, firefighters and county residents.

Read the full story …


Dispatch Sends Quick Response to School Fire

When a fire tore through an Oregon high school, fire crews worked diligently to prevent injuries to students and staff.

The fire started in early May of 2012, which was just six months after the Marion Area Multi-Agency Emergency Telecommunications Center (METCOM) went live on its computer aided dispatch (CAD) software.

This meant that all those working at METCOM were using new technology that had changed their workflow significantly. However, this structure fire provided METCOM with the opportunity to test the new system and its fire response plan capabilities.

According to METCOM's director Gina Audritsh, when structure fires are reported, dispatchers must task the CAD system with producing an in-depth response. For instance, when a large structure fire is reported, response plans and preplans created by METCOM CAD managers and administrators for specific scenarios are drawn upon for a response.

In the case of the high school fire, as soon as the dispatcher entered the type of call into the CAD system, it knew the appropriate fire district to pull the response from along with which apparatus to send. In this case, three engines and a ladder truck were required for the first alarm.

"As soon as fire crews left the station, we had reports coming in that smoke could be seen coming from the building," Audritsh said. "That bumped the fire up another alarm immediately."

As the fire continued and escalated to a four-alarm response, the dispatcher used the CAD system to look at neighboring jurisdictions to pull more fire crews and apparatus to the school.

"What's great about our CAD system is that it already knows what ladder truck is the closest, which units are available and what stations can respond to any incident," Audritsh said. "This system can go deep within itself to pull more and more resources out so that any emergency gets the proper response. This prevents us from having to get on the phone and call other agencies and departments when an emergency is taking place."

While the school was damaged by the fire, there were no reported injuries and students returned to the building within a week.