The Global Association for Contact Center Best Practices & Networking

Aug 30, 2010 -- Dialing 911 from any telephone in Franklin County connects a person in need to trained operators using a sophisticated array of recently purchased equipment, valued in excess of $7 million.

That equipment went operational on June 27 in its new home, a state-of-the-art communications center at 390 New York Ave., Franklin County's Department of Emergency Services headquarters in the Letterkenny Industrial Area.

It replaces an older generation of dispatch equipment, some of which was between 25 and 30 years old and could no longer be realistically maintained, said David Donohue, Franklin County's director of emergency services.

For over 20 years, the older equipment was operated out of a relatively cramped, windowless basement room below the Franklin County Courthouse. Moving out was the culmination of a project that began in 2004, said Ben Rice, assistant communications coordinator of Franklin County's DES.

A ribbon-cutting ceremony and an open house event were held at the new facility on Friday, and the public was given a glimpse of what goes on when a call is placed to 911 in Franklin County.

Dozens of glowing computer monitors displaying a wealth of information are arrayed at seven workstations inside the new communications center.

On those screens at any given time, there might be maps, satellite photos, step-by-step emergency instructions, a radio communications interface, caller ID information and switchboard software for routing or re-routing calls.

Even the desks themselves incorporate technology. With the push of a button, each workstation can be completely lifted several feet, allowing the dispatcher to work comfortably while standing instead of sitting.

The system currently operates with something called "phase II technology." This essentially means that when a person dials 911 on any kind of telephone, the dispatcher who takes the call knows where it physically originated.

Since most cell phones have a Global Positioning System chip built into them, a 911 dispatcher can send help to a caller who doesn't even know where they are, Donohue said.

"The next step is, we'll be able to receive text messages and photos. It's still maybe a few years off, but that's what the future is starting to hold," he said.

One of the most important features of the county's new system is its adaptability, which will allow for the addition of new features and technology as they become available, he said. This should keep Franklin County's 911 system running efficiently and effectively for the next 15 to 20 years.

"This will be an excellent service to the people for years to come, and that's what it's all about," said Franklin County Commissioner Bob Thomas.

He pointed out the new operations center boasts plenty of room for future expansion, and that the technology in the building was chosen for its expandability. The old DES operations center had about 3,000 square-feet of space to work with, compared to 12,000 square feet in the new building.

"As the county continues to grow, so will the number of calls and the need to respond to more emergencies," Thomas said.

Franklin County 911 dispatchers took over 120,000 calls in 2009, Donohue said. Since the beginning of this year, there have been more than 41,000 calls. The center dispatches 18 fire departments, 15 emergency medical departments and five police departments.

"On any given day there are over 350 calls," he said.

He said call volumes tend to be highest in the morning as people are waking up, and again in the evening where they are leaving work and getting home. On average, the call center's busiest times are around 7 a.m. and 6 p.m.

While the dispatch center operates non-stop with a minimum of four people at any given time, the increased space and equipment allows a larger staff in the event of a large-scale emergency situation.

"If it's something really big, we could have seven people working on it at once," Rice said.

Andy Cramer has been a part-time Franklin County 911 dispatcher for about three years. He said the increased space and improved equipment make it easier to do his job of helping people as effectively as possible.

"I love it. You get to really help people. You're the first line of contact for whoever needs help," he said.

Standard shifts for a dispatcher are between eight and 10 hours, but emergencies can and occasionally do call for personnel to log more hours. Should a situation prevent staff from leaving the center to go home, the new facility has two emergency bunkrooms.

"It's pretty basic, but it'll get us through. It's quite an improvement from the old situation," Rice said.

A few years ago, a major snowstorm forced three or four dispatchers to stay over at the old communications center, where there were no designated sleeping facilities. They managed to get a few hours sleep in a supply closet, he said.

Next to the communications room is the Emergency Operations Center. On Friday, little was happening in this room filled with long desks and blank monitors.

In the event of a large-scale emergency, this "war room" would be busy with staff and volunteers coordinating and setting up response efforts such as shelters and rescue operations, Rice said.

"It would look like an anthill, but it's a kind of controlled chaos," he said.

The new EOC is three-times larger than the one it has replaced, Commissioner Thomas said.

"The old one just wasn't sufficient for a county of our size and population. This whole building was planned to take us a long ways down the road," he said.


How to call 911

By knowing how to make the call, residents can maximize the efficiency of the dispatch system and save critical time, said Ben Rice, Assistant Communications Coordinator of Franklin County DES.

He said there are four basic things that callers should keep in mind.


#1 -- Do not hang up

Even if the call was a mistake, it is better to stay on the line so the call-taker can confirm your address and phone number, Rice said.

When they receive a hang-up call, dispatchers first call the number back in an attempt to reach someone and find out what it going on. If no one can be reached, police will be dispatched to the location where the call originated.


#2 - Remain calm

"Most times, we know that's hard. The people who call us are sick, they're hurt, or they need the police. But the calmer you are, the better we'll be able to understand you," Rice said.

Andy Cramer, a 911 dispatcher, said calming callers down is a big part of his job.

One of the simplest ways to do this is to use the caller's first name instead of "sir or ma'am," he said. Dispatchers know that speaking to someone on a more personal basis can help put them at ease in a time of crisis.


#3 - Answer the questions

Sometimes, callers who are upset and don't understand the process will protest when asked to answer a series of questions.

"They say, 'why can't you just send an ambulance?' because they think the call-taker is wasting time by asking questions," Rice said.

In reality, there are two people at work when someone calls 911. The call-taker deals directly with the caller while another dispatcher simultaneously calls for help.

"So, it's really not holding anybody up, and it's important for us to gather as much information about the situation so we can respond appropriately," Rice said.

#4 - Stay on the line and listen

Dispatchers are trained in CPR and can talk callers through a number of emergency procedures until help arrives, Rice said.

Each dispatcher has immediate access to scripted lines of questioning and instructions for dozens of situations ranging from choking to childbirth. There are also several things people should do before the ambulance arrives, Cramer said.

"Unlock the door, turn on any outside lights, put your pets where they won't get in the way and get any prescription medications ready," he said.

When not to call 911

Despite what some people apparently think, having a craving for pizza is not a legitimate reason to call 911.

"Occasionally people call us and ask us about what restaurants are near them, or where they can get a pizza," said David Donohue, Franklin County's director of emergency services.

People have also have also called for directions, to check road conditions or to ask other questions.

"It becomes the point where if there's any question someone can't find the answer to, they'll just call 911," Donohue said.

About 3 percent of the calls to 911 in Franklin County are inappropriate calls, which waste time and potentially deflect lifesaving services from people who need it. In addition to calls for information, this also includes calls to complain about various topics and prank calls.

Ben Rice, assistant communications coordinator of Franklin County's DES said he was working dispatch on New Year's eve several years ago and a man called to report that "he needed a beer."

In Pennsylvania, intentionally misusing 911 is a crime, Rice said.

"We don't want people not to call 911. If you think you need to call, then call. But we'd like to cut down on inappropriate calls as much as possible," Donohue said.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.publicopiniononline.com

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