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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 Future Requirements in Public Safety

As communication needs continue to change, it's important to have technology that stays ahead of trends and meets future requirements. With many public safety answering points (PSAPs) preparing for or implementing Next Generation 911, understanding what that initiative entails is critical.


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.



Reducing Thefts with Predictive Policing

When public safety agencies have predictive policing capabilities, law enforcement officials use data to predict, prevent, and reduce crime. The Everett Police Department, located in Snohomish County, Washington, used predictive policing capabilities to reduce thefts in the city.


In Case You Missed It

Take a look back at this article to find out how the Kankakee County Sheriff's Office in Illinois, was able to use information sharing and data integration to bring a burglary ring to justice.


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.


A Look Back at The Call

When it comes to the world of public safety, dispatchers and first responders are always ready to provide help when it’s needed most.

Take a look back at the work of public safety officials throughout the country by exploring these stories on The Call:

Reducing Gang Activity Using Predictive Policing
Lightning Strike Causes Six-Alarm Fire in Rural Oregon
Saving Time with Fire Response Plans in CAD

Have a story you would like to share with The Call? Let us know!


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!


A Look at Fire Stats in the US

This article is part one in a four-part series on fire responses and the roles of firefighters in the US
Part 1 | Part 2 | Part 3 | Part 4

In the United States, a fire emergency is reported on average every 23 seconds.

According to the National Fire Protection Association (NFPA), that statistic encompasses everything from structure, home, outdoor, unclassified, and vehicle fires.

To understand the scope of fire emergencies in the US, it's important to understand the anatomy of a fire department.

Fast Facts About Fire Stations in the US

According to the NFPA, there are 58,750 fire stations in the US, which consist of the following:

  • 29,727 fire departments
  • 1.1 million firefighters
    • 30 percent of firefighters are career firefighters
    • 70 percent of firefighters are volunteer
  • 71,800 pumpers
  • 7,300 aerial apparatus
  • 79,050 suppression vehicles

In addition to fighting fires, many of these fire departments also offer specialized services including vehicle extrication, public education, specialized rescue, fire investigation, advanced life support, hazardous material removal, in-house training, and intervention programs.

The Role of Firefighters in the US

When a fire emergency is reported to 911, career and volunteer firefighters are alerted by dispatch and quickly respond to the incident. While career and volunteer firefighters are equally responsible for responding to fire, medical, traffic, and other emergencies throughout the country, in some cases volunteers adhere to a different set of guidelines or qualifications.

This difference in guidelines could mean these individuals can only respond with senior-level or career firefighters, however, they are instrumental in a fire response.

To find out more about the role of firefighters in the US, subscribe to The Call and follow our series on fire responses and firefighters over the coming weeks.


Multiple Bridge Outages Cause Dispatchers to Reroute Responders

When a bridge goes out in a community, dispatchers work even harder to route first responders to the scene of an emergency. But imagine what happens when numerous bridges are impassable throughout an entire county.

Pennsylvania has approximately 4,500 structurally deficient bridges, which will be repaired or replaced though the Rapid Bridge Replacement Project. While this is necessary, it does present a problem for dispatchers and first responders.

According to Ron Wolbert, the director of 911 operations for the Clarion County Office of Emergency Services, numerous bridges in Clarion County are in the process of being repaired or replaced.

"The bridge project has created new and interesting challenges for dispatch procedures," Wolbert said.

In one area of the county, primary responding agencies have been cut off from access to the areas they serve. To ensure the residents in this area still receive proper emergency services, response plans in the county's CAD system were reconfigured.

Now, the county's CAD system reassigns response areas and temporary alarm assignments for all responders in the impacted location. To do this, response times, access from adjoining townships and boroughs, and the availability of resources had to be factored in. These areas were then assigned roadblock areas on the county's CAD map and labeled and highlighted on screen for easy recognition by dispatchers.

"Dispatchers not only see the highlighted areas on their digital maps, but a labeled description advising of the exact procedures that need to be followed for a timely response," Wolbert said. "I can say the ease of use of the system, coupled with the many features we can utilize, has made the construction that comes with the bridge projects more manageable and not allowed it to become a disaster in our 911 center."

Watch: Dispatchers Discuss Reliability in CAD software


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



A Look at Next Generation 911

Next Generation 911 (NG 9-1-1) is a hot topic for public safety agencies across the United States.

This initiative, which was set forth by the National Emergency Number Association (NENA), is aimed at updating 9-1-1 services to accommodate a growing wireless society. It consists of numerous stages, all of which should be completed by 2020.

Until that time, public safety answering points (PSAPs) across the country will be preparing to adhere to guidelines set forth by NENA so they will have the ability to handle modern, mixed media messages from the public.

Text-to-911 is one of the first steps many PSAPs are undertaking along the NG 9-1-1 journey. As TTY (text telephone) services are phased out, the deaf and hearing impaired community will need a way to communicate with emergency services. Text-to-911 will replace TTY services, so it is imperative all PSAPs throughout the country are able to receive, handle and respond to these messages.

As of late 2016, less than 15 percent of PSAPs in the U.S. have the ability to accept text messages.

Video: CAD Users Experience Text-to-911


However, many PSAPs throughout the country are readying themselves for NG 9-1-1 and its various phases so they are prepared when all guidelines are established.

Once all guidelines are in place, PSAPs will have the direction to receive voice, text and data sent over IP networks from various communication devices.