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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


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For the next three weeks, explore The Call and participate in our contest for an chance to win a drone! There are two ways you could win:

  1. Answer the weekly question
  2. Share The Call with a friend

Each week, questions will center around stories told that represent the way public safety personnel has helped save lives, increase efficiency, and make communities safer.


Public Safety Agencies Create Safer Communities

From traffic citations to hurricanes to burglary rings, public safety personnel are always ready to provide help when it’s needed most.

Explore these stories to discover how these individuals from law enforcement agencies and fire departments of all sizes throughout the US helped create safer communities.

Three Ways Law Enforcement is Using Technology to Stay Connected During a Crisis
Working Together to Fight Crime
Officers Issue Citations in Less Than Three Minutes
CAD System Withstands Historic Flood in Louisiana
Lightning Strike Causes 6-Alarm Fire in Rural Oregon

Got a story you’d like to share? Let us know!


Faster Response Times Create Safer Communities

In the world of public safety, dispatchers play a pivotal role in emergency responses. Severe weather, fire emergencies, and criminal acts all require first responders to get on the scene as quickly and safely as possible. To get them there, dispatchers need computer aided dispatch (CAD) tools.

Explore these feature stories to read about how agencies from across the United States help create safer communities when responding to calls for service.

40 Burglary Cases Closed Through Connecting Data
Lightning Strike Causes 6-Alarm Fire in Rural Oregon
First Responders Arrive on Scene Faster with Better Navigation Tools
Tattoos Help Public Safety Official Identify Body
A Deadly Terrorist Attack: Lessons Learned


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.


Spotlight on The Call

In the fast-paced world of public safety, it's easy to miss out on stories you wanted to read and videos you meant to watch. Take a look at some of these stories and videos on The Call and catch up on some things you might have missed including the following:

Our readers want to hear stories from your agency. Submit your story!


Looking Back at The Call

From devastating fires to terrorist attacks to fugitives on the run, the content from The Call shows the dedication of public safety personnel throughout the United States.

These stories feature public safety officials from Snohomish County, Washington, Kankakee County, Illinois, and Greenbelt, Maryland. While each location is vastly different from the next, the common thread of serving the public is what is highlighted in each piece.

We are looking forward to sharing more public safety content in 2017!


Burglary Ring Busted by Law Enforcement

When cutbacks in 2015 resulted in a reduction of officers on patrol throughout Kankakee County, the county experienced a rash of burglaries.

For three weeks, burglars ransacked homes in search of guns, jewelry, electronics, cash and anything else of value.

"It got to the point where you were either a victim of the burglaries, neighbors with someone who had been a victim or afraid of becoming a victim," according to Becky Powell, Investigation's Officer Manager for the Kankakee County Sheriff's Office.

The burglaries took place in Kankakee's neighboring counties as well, and all information from those incidences were entered into Kankakee's records system.

This collection of shared data along with tips that were called in helped generate documents in the records system so that law enforcement officials and other individuals involved in solving the case had instant, accessible information.

"The criminals involved in the burglaries knew that we had a reduction in force," Trent Bukowski, IT Director for the Kankakee County Sheriff's Office said. "They took advantage of the lighter patrol that was going on throughout the county."

A break in the case came when the burglars were caught on a security camera stealing from a Walmart store in Kankakee. The surveillance footage provided a description of the offenders and the two vehicles they were driving.

What was especially notable about this footage was that one of the burglars was seen wearing a Chicago Bulls t-shirt in the video. This helped investigators tie the individual to a residential burglary that took place later in which that same shirt was found at the scene.

These descriptions were entered into Kankakee's records system and alerts were put out so that all officers in the county and surrounding areas knew what the suspects looked like and what cars they were driving.

Once officers were aware of this vital intelligence, they arrested the individuals as they left the scene of a burglary. The individuals were caught with items stolen from houses and items with tags on them from Walmart, which were purchased with stolen credit cards.

With the information sharing and data integration capabilities of the Kankakee County Sheriff's Office's computer aided dispatch, records, mobile, field reporting and corrections public safety software solutions, these criminals were able to be brought to justice.


Using Instinct and Technology to Build a Profile of a Killer

Discovering what makes someone become a mass murderer is something the science community has yet to identify. Many of these individuals share similar characteristics, but what makes someone actually commit these acts is hard to define.

Some of those characteristics include a feeling of rejection or an abusive past. Others include setting fires while young or hurting animals. Then there are some that always exhibited a lack of empathy or self-centeredness. But not everyone who experiences these traits or experiences becomes a killer.

Triggering events can sometimes be tied to those who enact a mass shooting. A workplace shooting can occur after an individual has been fired; a shooting in the household could be the result of a breakup.

Mass shootings are generally carried out by one individual. Incidences that involve two or more shooters leave even more questions about the reasons behind the shooting to be answered.

In the attack on the Inland Regional Center in San Bernardino in late 2015, nobody really knows what caused two individuals to kill 14 others.

What authorities do know is that the two shooters were a married couple. Syed Rizwan Farook and his wife Tashfeen Malik had left their baby in the care of a grandparent on the day of the attack. Farook was a U.S. citizen and Malik was a permanent resident. They met online initially, and eventually met face to face in Saudi Arabia when Farook came out for a visit.

Farook was a graduate of California State University and worked for the Inland Regional Center.

Together, the couple owned a Lexus, had recently attended a baby shower that coworkers had thrown for them, and seemed like an everyday family.

It is thought that Farook became self-radicalized and professed allegiance to the terrorist organization ISIS. It's unclear if the two shared ideological beliefs independently from each other, or if their ideologies grew once they got together.

While it's difficult to know what drove Farook and Malik to kill 14 individuals, it's important to know how they were identified and stopped.

According to Chief Jarrod Burguan of the San Bernardino Police Department, during the investigation that began as soon as law enforcement arrived on the scene, a witness to the shooting suggested that officers consider Farook as a suspect.

This tip was made based on the fact that Farook had been attending the training, but left at some point during and was no longer around. Farook's information was entered into the public safety records management software system utilized by the San Bernardino PD and officers were able to determine his address.

Another tip came in saying that the shooters had gotten away in a black SUV. When this information was made available to the public, a community member called 9-1-1 to report a suspicious SUV. That caller had gone so far as to memorize the license plate number of the SUV.

Investigators with the San Bernardino PD were able to use their public safety software yet again to look up this plate. From there, they determined that the SUV was a rental vehicle and that Farook had rented it.

When Farook and Malik were located not long afterwards, they were killed by police during a shootout.

This tragic incident serves as further evidence that although clues are not always prevalent before an attack, solving crimes and protecting the public is possible with a combination of data, technology and human instinct.


First Responders Arrive Faster with Enhanced CAD Features

First responders know the area that they serve well, but that doesn't always guarantee a fast response.

With Automatic Vehicle Location (AVL) functionality, dispatchers can route first responders to incidences using proximity dispatch capabilities. Proximity dispatch assesses real-time routing factors to get first responders on the scene quickly and safely, regardless of their location.

With AVL technology in Computer Aided Dispatch (CAD) software, public safety telecommunicators and first responders are able to know the location of their units via CAD workstations and Mobile Data Terminals (MDT).

For dispatchers, this technology helps to make dynamic unit recommendations based on real-time situational awareness and routing factors. Without AVL, dispatchers can only send first responders to an incident based on either the agency they are assigned to or last recorded location. While this is effective, it's not as efficient.

Know More on the Road

With AVL, when a call is ready to be dispatched to first responders in the field, the dispatcher has the ability to look at the CAD map and see where all units are located at any given time. Dispatchers can use this information to help determine which units should respond to an incident faster and more safely.

This means that while one first responder may be closer to the location where an incident is occurring, another unit could be able to arrive faster due to routing factors such as traffic speeds or construction.

Using their maps displayed on their MDTs, first responders in the field use AVL to know where other units are located. In a situation where multiple units are responding to an incident, having the ability to see real-time ETAs helps first responders know when back up will arrive.

Relying on Technology When Words Fail

AVL functionality also helps in the event of an emergency involving a first responder. Should a first responder lose the ability to communicate with dispatch via radio, dispatchers can quickly locate and send assistance to AVL enabled units.

Without this functionality, should something happen to a first responder while out in the field, a search would be carried out using maps and grids. This would take a considerable amount of time and could mean the difference between life and death.

Do More with AVL

In addition to providing accurate location information, AVL provides users the option to track a unit's speed and direction at any given time.

With AVL technology, built into public safety software, agencies are able to respond as quickly as possible and are better able to protect and serve their communities.






Public Safety Software Used to Locate Missing, Injured Officer

Communication plays a vital role in public safety. When dispatchers are unable to communicate with a deputy on patrol, they know immediately that something is wrong.

According to Sergeant Jonathan Emery of the Greene County Sheriff's Office in Ohio, dispatchers with the county had an incident in late 2015 featuring a deputy who could not communicate.

These dispatchers were unsure of what had happened to him; all they knew was that he was not able to respond to their attempts at communicating with them. Because of this lack of communication, dispatchers needed to send help to the officer, but first they had to find his vehicle.

The fact that the deputy could not communicate using the radio on his shoulder or in the patrol vehicle was evidence enough that something was wrong. Luckily, the deputy was able to activate the emergency button feature of his Automatic Vehicle Location (AVL) functionality that was a part of his mobile computer aided dispatching (CAD) software.

This button pinpointed his location so that dispatchers at the Greene County 9-1-1 Center were able to send help immediately.

When this help arrived, they saw that the deputy had been involved in a collision and was injured. The deputy had no memory of how the collision occurred, but was grateful for the ability to communicate nonverbally.

Because the vehicle had gone off the road, it is possible that it would not have been seen easily by passing motorists. This could have made the situation even more dangerous as more time means the injured wait longer for help.

Without the AVL functionality in the deputy's CAD system, this situation could have ended in tragedy.