DISPATCH OPERATIONS Major Chandler is the ECC Operations Manager. She commands the Emergency Communications Center, which includes 55 call takers and dispatchers and 9 Supervisory personnel. She may be contacted at firstname.lastname@example.org The Department of Communications utilizes a touch screen PC based Positron phone system to route incoming calls to available call-takers. Each call, regardless of the number dialed (9-1-1, 7-digit, operator assisted, wireless, etc.), is routed 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 7-digit number was dialed. If it is a 9-1-1 call, the 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 a dispatch is required, the incident is entered into our New World Systems 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 GEO File maintained by a GEO Database Technician. Based upon the incident type, the CAD system routes the incident to the appropriate police, fire/EMS dispatcher. There are multiple incident types, ranging from parking complaint and loud music to cardiac emergency, shots fired, or structure fire. When the dispatcher electronically receives the incident waiting on their status monitor, the CAD system makes a unit recommendation based upon the currently active units, and their availability. The priority of the waiting incidents is pre-determined by the police and fire departments.
When an incident is assigned to a field unit, it is received on a Mobile Computer Terminal (MCT) for police units. These computers allow the field units to read the dispatch information, place themselves on scene, and clear of the incident, all without tying up the voice radio network. MCTs also allow police officers to query the local police database as well as the statewide police network (ACJIC). In this fashion officers may obtain warrant or caution information rapidly, promoting officer safety and efficiency. Through the network, officers also have a link to the international NCIC system, so they may access criminal justice information worldwide.
The 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 tactical control of critical incidents. Overseeing the shift operations is a shift commander and two supervisors. A minimum of one is on the floor at all times. 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.
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