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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


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."


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 …


Tips from Public Help Law Enforcement Capture Gunman

When a gunman was on the loose in rural Oregon, public safety personnel worked quickly to get the killer into custody.

In late June 2016, a 911 call came in to the Marion Area Multi-Agency Telecommunications Center (METCOM) reporting a shooting incident. The caller stated that at least one person was dead and others were injured. The shooter had fled the scene.

The dispatcher who took the call immediately began collecting more information and entered it into his computer aided dispatch (CAD) system. The dispatcher discovered the shooting took place in a rural area that bordered two county jurisdictions; METCOM dispatches police and EMS to one of the counties and uses mutual aid from the other county. Mutual aid is an agreement among emergency responders to lend assistance across jurisdictional boundaries.

Due to the severity of the call, the dispatcher with METCOM dispatched the local city police department to respond as automatic aid and coordinated efforts with mutual aid fire and EMS districts. Automatic aid is assistance that is dispatched automatically by a contractual agreement between two fire departments, communities, or fire districts.

When the first rescue units arrived on the scene, they began treating two victims who had gunshot wounds; the third victim was already dead.

"This particular call for service was something we don't get a lot of at METCOM," director Gina Audritsh said. "Being that the incident took place in a rural area, we're glad we had the ability to dispatch first responders to this call and get the individuals the help they needed."

As an active homicide investigation with the shooter's whereabouts unknown, METCOM dispatchers coordinated a multi-agency response. This included auto-paging the incident activity to the agency's Homicide Investigation Team and Tactical SWAT team from Woodburn Police Dept.

To track all responders involved in this call for service, dispatchers monitored activity using the automatic vehicle location functionality (AVL) available in their CAD maps. This provided dispatchers with the ability to track locations and denote any area that fell within the boundaries of each law enforcement jurisdiction so that all agencies could be notified.

In addition, METCOM's incident commander tracked all activity on CAD using built-in functionality that allowed for browsing where all units are located and what calls they're responding to, which ensures no communication was lost between agencies.

This ability to track tips and location information and add narrative about the crime and search for the suspect helped the five dispatchers assigned to the call, command staff, first responders and everyone else working the case to access mission-critical information throughout the search and investigation.

Within eight hours of the initial call for service, the suspect was captured outside of the county trying to flee the state.

"This was a major incident for our community and it had a lot of moving parts," Audritsh said. "Having the tools necessary to ensure we can provide a level of service to our residents is remarkable."


The Role of Dispatchers Behind the Scenes

There is a significant amount of work required behind-the-scenes in every emergency response, and it all starts with computer-aided dispatch (CAD).

When a call for service comes in to a 9-1-1 communication center, dispatchers immediately get to work sending a response. From there, first responders head out to provide assistance in whatever manner they are needed. But that doesn't mean the dispatchers' role in the response ends.

For instance, when officers respond to a call for service, they stay in contact with dispatchers at the communication center using their mobile data terminals (MDTs) located in their vehicles.

Read more about the behind-the-scenes work in public safety agencies: Police and Dispatchers Work Together to Capture Criminals in Greenbelt, Maryland

By staying in contact, dispatchers are able to route first responders to the scene and attach real-time updates about the call for service that first responders can see using their MDTs as they travel to the incident.

CAD systems with automatic vehicle location (AVL) functionality offer additional benefits as they provide dispatchers and first responders the ability to see where all first responders' vehicles are located on a digital map.

With AVL, a global positioning system (GPS) is set up on an agency's mobile server and configured so GPS data is sent to the mobile software located in an officer's vehicle. This signal is also sent to other units within the agency and to dispatch. To do this, AVL technology constantly sends latitude and longitude coordinates back to the CAD system so that the unit's location is always known by the agency's dispatchers.

AVL functionality helps dispatchers with routing as it helps direct patrol officers to the location of a call for service and provides continuous estimated time of arrival (ETA) data. By knowing where all first responders are on the map, CAD managers are able to help ensure communities have a robust level of patrol in all areas.

While the work of dispatchers happens outside of the public eye, they play a vital role in emergency responses and providing public safety to communities everywhere.

Increasing Efficiency with the Greenbelt Police Department



Difference in Dispatching Leads to Faster, Smarter Responses

There are a few ways to dispatch emergency services when a call for service comes in to a call center.

Without computer aided dispatch (CAD) software, dispatchers send transmissions via radio to first responders. These first responders use pen and paper to record the information or commit the details to memory. To get to the scene, they might use their own mobile phone’s routing features, or rely on their own knowledge of the area.

Then there are dispatchers who utilize CAD software and send a response, but are unaware of the unit’s estimated time of arrival (ETA). Once the unit is dispatched to a call for service, dispatchers calculate the ETA based on the unit’s location, speed and route.

What dispatchers and law enforcement officers have learned is that a much more efficient way to get to the scene is through proximity dispatching. With this method, dispatchers see where police, fire and EMS units are on a digital map in CAD software in real-time along with their continuously adjusting ETAs.

The continuously updated ETAs that proximity dispatching relies on are provided through the use of automatic vehicle location (AVL) functionality. This provides the most accurate information possible, so that dispatchers and first responders can see where all units are by looking at their digital maps either in the CAD mapping system or mobile data terminals in patrol cars, fire engines, or other emergency vehicles. Using this information, dispatchers determine which unit should be dispatched to ensure the quickest response.

AVL works by having each emergency vehicle equipped with global positioning system (GPS) functionality. By pre-programming GPS data into an agency’s mobile server, the mobile software located in police, fire and EMS vehicles communicates seamlessly back and forth to dispatch.

This same signal is sent to other units within the agency, all of which are able to view this information using the maps on their mobile devices.

AVL technology continuously sends latitude and longitude coordinates back to the CAD system so that dispatchers always know the location of a unit.


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.






Dispatchers Race Against the Clock to Locate Injured Officer

A lot can change in less than a minute.

For an officer with the El Cajon Police Department, there was a lot riding on that small unit of time.

The officer had radioed in to dispatch and all he could say was that he had been hit. The call taker had no way of knowing if that meant he had been involved in a collision or shot.

Sue said in less than a minute, the call taker had identified the officer's location using the Automatic Vehicle Location (AVL) functionality of their Computer Aided Dispatch software. With this information, dispatchers were able to send a rescue response to the officer.

What they discovered upon arrival was that the officer had been involved in a collision. While stopped at a traffic light, the officer's vehicle was rear-ended by another vehicle traveling at 35 mph.

The officer suffered a broken neck, but had made a full recovery. The driver of the other vehicle was uninjured.

"This case serves as a prime example of how great the software is," Sue said. "We were able to get to his location even when he was unable to speak. AVL is a life-saving tool."