Operations
The
Department of Emergency Communications utilizes a Motorola Solutions VESTA Automatic
Call Distribution (ACD) system to route incoming calls to available
call-takers. Each call, regardless of the number dialed (9-1-1,
10-digit, operator assisted, wireless, etc.), is routed by Verizon
to the 9-1-1 Center using
this system.
When the phone rings at a call-taking
position, the display provides the originating telephone number
of the caller if a 10-digit number was dialed. If it is a 9-1-1
call, the Verizon database provides the caller's number, name,
and location information. The call-taker greets the caller and
inquires about the requested services or information. If general
information is requested, the caller will be transferred internally
to a non-emergency information group, where another call-taker
provides the requested resource information.
If a dispatch is
required, the incident is entered into our Intergraph Computer-Aided
Dispatch (CAD) system. This system integrates all aspects of
police, fire, and EMS incident management. The system is based
upon a verified location in the Master Street Address Guide
(MSAG; maintained by the County's Planning Department), and an
incident type. There are 178 incident types, ranging from parking
complaint and loud music to cardiac emergency, shots fired, or
structure fire. Based upon the incident type, the CAD system
routes the incident to the appropriate police, fire, and/or EMS
dispatcher.
When
the dispatcher receives the incident waiting on their status
monitor, the CAD system makes a unit recommendation based upon
the currently active units, their availability, and post assignment.
Fire and EMS units are recommended based upon the local firebox
alarm information, maintained by each of 58 fire departments
in Onondaga County. The priority of the waiting incidents is
pre-determined by the oversight committees that represent each
of the public safety disciplines. Police "in-progress" or "just
occurred" incidents are dispatched under an "agency
neutral" policy, where any unit in the vicinity of the incident
is immediately dispatched (the "closest" unit to
the call). Investigations are held for the policy agency preferred
by the caller that services their location.
Wireless telephone
calls to the 911 Center are handled in a very similar manner.
The major difference would be that the 911 call taker would
receive a general location of the caller only if the wireless
telephone and wireless company are phase two compliant. If
the wireless telephone is phase two compliant the 911 Center
receives an approximate latitude and longitude for the caller,
which is then converted to a map location by our mapping
software.
When
an incident is assigned to a field unit, it is received on
a Mobile Data Terminal (MDT). These computers allow
the field units to read the dispatch information, place themselves
responding, on scene, and clear of the incident, all without
tying up the voice radio network. MDTs also allow police officers
to query the local police database (CHAIRS), as well as the statewide
police network (NYSPIN) and motor vehicle registration database
(DMV) from their cruiser. In this fashion officers may obtain
warrant or caution information rapidly, promoting officer safety
and efficiency. Through the NYSPIN network, officers also have
a link to the international NCIC system, so they may access criminal
justice information worldwide.
The
zone dispatchers maintain contact with each field unit, managing
the available resources to rapidly respond to changing conditions.
There are also technical assistants at auxiliary dispatch positions,
handling officer off-line inquiries, record-keeping tasks,
and taking tactical control of critical incidents.
There are three
police dispatch zones for Onondaga County exclusive of the
City of Syracuse. There are two police dispatch zones for Syracuse
Police. There are technical assistants for both county and
city units, as well as a data dispatcher for all county and city
units that handle tow requests, etc. The Syracuse Fire Department,
county volunteer fire departments, and county EMS services
are dispatched at individual positions. The three fire/EMS dispatchers
are supported by city and county technical advisor positions.
The TA positions provide support and supervisors functions
to the primary dispatch positions.
Overseeing the shift floor
operations are the shift supervisor and assistant supervisor.
They are responsible for all aspects of daily operations, from
quality control to monitoring of active incidents and personnel,
shift staffing, and inquiries from agency command staff. The
current authorized staffing levels for the 9-1-1 Center as
vary based on the time of day and day of the week with maximum
staffing planned for times of peak demand for service. |
