When a Gilbert (Ariz.) dispatcher answered a 911 call last week, she was immediately swept into an horrific murder-suicide that took five lives, with the lone survivor on the phone hiding in a bedroom and sobbing uncontrollably. Over the next eight minutes the unnamed dispatcher worked to obtain information from the 19 year-old caller, whose mother, sister and two other relatives lay dead at the front of the house of gunshot wounds. Also dead was Jason Ready, who killed himself. On the dramatic logging tape of the call, the dispatcher tries to balance the safety of the caller and the need for information as officers arrive. The dispatcher’s questions move from basic to specific, eventually leading to what Ready looks like and what he’s wearing, as officers arrive and need to confirm the shooter is dead. The call ends as it began, with the caller crying and sobbing, being led from the house by an officer. Listen to the daughter’s 911 call here, and also a dispatcher’s call-back to a neighbor who dialed 911 to report that he heard gunfire.

New York City mayor Michael Bloomberg has released a consultant’s 134-page report critical of the city’s $2.1 billion 911 calltaking system—after a judge ordered its release—and critics immediately said the original document had been heavily edited by the mayor’s office to delete even more criticism by the consultant. The report confirmed what critics and even the city’s auditor have said previously about the system, including poor call handling by calltakers, lack of standard calltaking policies, poor performance analysis, and a lack of complete integration of the city’s public safety communications. The analysis by Winbourne Consulting LLC also clearly demonstrates the complexity of creating an effective and efficient emergency response system in America’s big cities. The report was ordered after response probles to the 2010 blizzard that hit the city. However, after Winbourne delivered the report to the city last year, Bloomberg refused to release it to the public, saying that its release would inhibit his administration from making decisions on the recommendations. A state judge disagreed with Bloomberg’s position and last month ordered him to release the report. Last Friday Bloomberg’s office released only paper copies of the report, and said it was the complete Winbourne analysis. However, the city firefighters’ union and other critics claim the as-delivered report was 216 pages, and that pages were removed. City officials have denied that claim. read more

Ready or not, public safety comm center will begin receiving 911 text messages from some Verizon Wireless customers starting early next year, the company has announced. In a press release last Thursday, Verizon said it has selected TeleCommunications Systems Inc. to “participate in an initiative” to allow its cellular customers to send SMS text messages requesting emergency assistance. The press release did warn its customers they should, “always first try to contact a 911 center by making a voice call,” but said SMS text messages, “will offer an alternative for customers on the Verizon Wireless network who are deaf or hard of hearing and cannot make voice calls or who could be placed in additional danger by speaking.” Verizon spokesperson Marjorie Hsu described Verizon as, “at the forefront of 911 public-safety innovations.” However, Hsu did also not describe the many identified problems with using text messages to transmit emergency messages, including no intelligent routing, no guarantee of delivery, no guarantee of timely delivery, no acknowledgement to the sender, and no location data sent with the text message. There are just a handful of comm centers now accepting text messages sent to 911, and there are no standardized policies and procedures for handling emergency text messages. Some comm center managers are afraid 911 text messaging will dramatically increase the number of prank and accidental messages to comm centers. Read a comparison of a 911 voice calls and 911 text messages here, and on that Web page also download (pdf) a study of text messaging limitations written by an independent group.

As expected, the Federal Communications Commission (FCC) has waived its long-standing narrowbanding mandate, but only for public safety agencies that will eventually have to vacate T-Band frequencies under new legislation. The ruling last Thursday means that cities that are assigned 470-512 MHz frequencies can now focus their time and money on moving to other frequency bands—possibly 700/800 MHz—and not on the process of upgrading their radios to allow narrowband transmissions. The FCC issued its original narrowbanding orders in 1995, and set a deadline of January 2013. The order requires users of 150-173 MHz and 421-512 MHz frequencies to move from 25 kHz-wide channels to 12.5 kHz channels. For medium and large-sized users, the process can be time-consuming and expensive, especially since the radio systems must be in continuous use. The narrowbanding process has been complicated by passage of tax legislation in February that also funded a nationwide public safety wireless network, but also mandated a give-back of the T-Band spectrum. In its waiver last week, the FCC acknowledged the dual requirements for T-Band users that the legislation crated: narrowband by next January and vacate about nine years later. “Continuing to require narrowbanding could force many licensees in the band to invest in narrowband systems that may subsequently have to be relocated,” the FCC noted. “We conclude that it would be inequitable and contrary to the public interest.” The commission said it’s still committed to a “timely” transition to narrowband technology relieve spectrum congestion, and will consider how long waiver relief should remain in effect. Download (pdf) the FCC’s order and read a news story about one agency’s reaction.

Officials of the Hamilton County (Tenn.) Emergency Communications District have confirmed that 11 dispatchers have been either fired or suspended without pay for violation of the comm center’s policy on using the an instant-messaging system. According to an attorney representing two of the fired dispatchers, the inappropriate messages contained criticism of other employees, including supervisors. In a press release, officials of the center said that last October they that some dispatchers might be misusing the instant messaging system that is part of the center’s computer-aided dispatch (CAD) software. They began reviewing messages created on the system, totaling 8,700 pages of text. At the end of the investigation, center director John Stuermer said that 11 dispatchers were found to have violated the center’s policy on use of the messaging, and were disciplined. He declined to release specifics, including the names of the dispatchers. “Further details into the investigation and disciplinary actions will be made available after the employee’s right of appeal process is finalized,” officials said in a press release.” Officials stressed that the inappropriate messaging never affected emergency operations. “We found no evidence that the District’s ability to provide timely emergency service to citizens or first responders was impaired or jeopardized,” the press release stated. Attorney Jerry Tidwell, who told reporters he represents two of the fired dispatchers, said one of his clients questions why some dispatchers were fired and others were suspended. All the dispatchers have 14 day to appeal their discipline. News video after the break. read more

Police in New Jersey have still not been able to trace the origin of a 911 call made last month by a man who said he had an AK-47 across from a school and intended to start shooting students. “I’m at Hackettstown High School and watching the kids,” the man told a dispatcher during one of two disjointed calls. The man used broken English and told the dispatcher he was at various locations during the call. Because of the various locations the caller gave, police sealed off the high school and six other city schools for four hours, along with the city library. Investigators say the call originated from a cellular phone, which has complicated tracing the caller. Also, the logging tape of the second call had “problems,” police said, affecting the production of a transcript. Officials didn’t provide a further explanation of the problem. Download (pdf) the full 911 call transcript here.

A quick-thinking and persistent Michigan dispatcher was able to convince a motorist to pull over and surrender to police, ending an 80 mph chase with no injuries and an arrest. Luis Bonilla-Machado, 25, had been reported as suicidal by his wife, and failed to yield to an officer who spotted him running a red light. Apparently scared to stop, Bonilla-Machado dialed 911 and reached Allegan County Central Dispatch dispatcher Tammy Gane. Over the next eight minutes Ganes gave the driver specific instructions to pull over, including “Hit your brakes,” and, “Put your car in park.” Center assistant director Tammy Bruce told a reporter that Gane was, “empathetic to the situation, thinking of his safety as well as the officers responding.” Police said they found cocaine in the car and on Bonilla-Machado’s face after his arrest. Listen to the logging tape of the 911 call here.

Four East Cleveland (Ohio) firefighters were forced to bail out of the second story of a vacant home last week after their portable radio call for water wasn’t heard by the pump operator, and flames nearly cut off their escape route. Fire officials say two firefighters fell 15 feet into a side yard, while the other two crawled onto the front porch roof and were rescued by colleagues with a ladder. One firefighter was taken to a hospital but later released. Fire officials said a faulty radio may have contributed to the problem. In fact, video of the radios shows that East Cleveland is using a business grade model of Motorola radios. More significantly, the two pictured radios both had major antenna damage that appears to have occurred from use before the fire, not during the incident itself. The city’s mayor says new radios have already been purchased and will be put into service immediately. He didn’t explain why the new radios hadn’t been distributed earlier. View the radios and watch a video after the break. read more

Officials at a regional Washington state communications center have issued a mildly-worded letter of reprimand to the dispatcher who handled a 911 call from a social worker last February, minutes before the parent she was supervising set fire to his house, killing himself and two young children. The Tacoma-based Law Enforcement Support Agency (LESA) delivered the letter of reprimand to 18-year veteran dispatcher Davd Lovrak for allegedly violating the center’s mission statement, and three statements from the center’s operations manual on trust, “concern and courtesy,” and responsiveness. The agency found that Lorvak did not actually mishandle the 911 call or violate more substantive sections of the operations manual. In fact, the reprimand letter written by LESA assistant director Diana Lock said Lovrak correctly prioritized the incident, had no premise information on which to rely, and correctly did not rely on Phase II 911 location information because, “it can be extremely inaccurate.” Much of the letter recounted a “fact-finding” that Lock had with Lovrak, during which he admitted his errors and justified his actions. Lock summed up, “Could you have handled this call better? Yes, and you have been the first to admit that.”  Lock concluded that a written reprimand was the appropriate discipline. “If the outcome had been different I feel a Written Record of Counseling would be warranted,” she wrote without explanation. The social worker dialed 911 to report Josh Powell, who was the focus of several police investigations and was in the midst of a custody battle with his wife. When the social worker delivered the children to his home for a supervised visit, Powell slammed the door shut. Shortly after, the house erupted in flames. Download (pdf) Lovrak’s letter of reprimand here., and read more about the original incident here.

The sons of a 67 year-old Berkeley (Calif.) man who was bludgeoned to death last February have called for improvements in the way dispatchers handle incidents, especially during times when police responses are restricted. Peter Cukor was struck with a ceramic pot and killed by a man who was later declared incompetent to stand trial because of his psychiatric condition. Cukor called police to report the suspect was on his property and acting erratically. At the time police were preparing for an Occupy Oakland march and were only handling Priority 1 incidents—the calltaker classified Cukor’s incident as Priority 2. Police did not respond until Cukor’s wife dialed 911 to report he was being assaulted. During a press conference last week, Cukor’s adult sons said police calltakers should inform callers of the assigned priority of their incident and given an approximate response time. Dispatchers should also receive training to better evaluate the circumstances of incidents reported by citizens, the sons said. The Cukors also called upon Alameda County adopt a law that would more effectively handle people with psychiatric conditions, saying the suspect should have been locked up “years ago.” Download (pdf) the family’s statement here.

A European public safety communications group has published a long-term standard for a future 1-1-2 emergency number system, which like the one being planed for the United States, will be based on IP technology. The European Emergency Number Association (EENA) says the 258-page standard defines a system with advanced text, photo and video features, interoperability among a wide variety of public safety agencies and is based on Open Standards. ”This is undoubtedly a key milestone reached, said Hannes Tschofenig, chair of the EENA’s technical subcommittee. “Europe was lacking such a reference document and hence we are proud to be able release the NG112 LTD today,” he said. The document is similar to standards published by the U.S.-based National Emergency Number Association on the subject of NG911. Download (pdf) the new European standard here.

The arrest yesterday of a Florida man for high-profile second-degree murder was based on a probably cause affidavit that included information from a 911 call the suspect made to a police dispatcher. George Zimmerman, 26, was arrested and charged for the murder of Trayvon Martin, 17, during a confrontation last February. The arrest caps a period of tension and controversy across the country over the shooting. Zimmerman dialed 911 to report Martin as a suspicious person in the neighborhood. During that call a Sanford police dispatcher asked him, “Are you following him?” Zimmerman said, “Yes.” The dispatcher replied, “OK, we don’t need you to do that.” Zimmerman replied, “OK.” In an affidavit in support of the request for an arrest warrant, two state attorney’s investigators outlined the evidence against Zimmerman. At one point they wrote somewhat inaccurately, “When the police dispatcher realized that Zimmerman was pursuing Martin, he instructed Zimmerman not to do that and that the responding officer would meet him.” The affidavit continued, “Zimmerman disregarded the police dispatcher and continue to follow Martin who was trying to return to his home.” The affidavit defines the dispatcher’s words as an “instruction” which Zimmerman was obligated to follow. However, the dispatcher’s words actually were less grammatically imperative, telling Zimmerman that his actions weren’t needed by the police in order to handle the situation. Download (pdf) the Zimmerman’s 911 call transcript and affidavit here.

A profile of the Indiana State Police communications center in Fort Wayne (Ind.) during National Public Safety Telecommunicator’s Week.

A former Mt. Vernon (Ala., pop. 1,536) police dispatcher has filed a federal lawsuit claiming a co-worker sent her sexually harassing emails in 2009, posted the emails on a department bulletin board and stalked her, and that police and city officials took no action when she complained. Francie Hollis, 36, says she resigned as a result of the actions, and is asking for unspecified damages, including back pay, reinstatement or an award of money. Both William Cannon, the dispatcher Hollis names in the lawsuit, and mayor Jerry Lundy deny Hollis’ account of the incidents and her allegations. The lawsuit also names police chief Joseph Cassidy. Cannon admits he sent Hollis emails, but that they were with encouragement from her and intended to assist her during her health problems. Hollis also says the town’s mayor subjected her to sexual harassment by making “lewd comments about sex acts, indicating his desire ego engage in such acts with Plaintiff.” Hollis says the behavior created a “hostile environment and culture which allowed Mr. Cannon to continue to subject Plaintiff to his unwanted advances,” the lawsuit states. As a result of all this, Hollis suffered, “economic loss, emotional distress, humiliation and embarrassment.” Read more about the lawsuit here, and download (pdf) the EEOC and lawsuit court documents here. Update: Hollis and five other defendants settled the lawsuit in late April 2012 for $74,000, according to a news account.

A state appellate judge has ordered New York City mayor Michael Bloomberg to release an outside consultant’s report on the city’s emergency dispatch system, which reportedly is very critical of the 911, radio and dispatch systems the city has been constructing over the past 10 years. Judge Arthur Engoron gave the city five days to release the report, which had been subpoenaed by the city Uniformed Firefighters Association (UFFA) earlier this year. Bloomberg has refused to release the report, claiming it’s still in draft form, although it was completed by Winbourne Consulting and handed to the city last year. The study reportedly determined that response times have lengthened since the communications systems have been upgraded, that geofiles are inaccurate and that the full police-fire-EMS integration isn’t complete. The city has spent $2.3 billion to overhaul the emergency communication systems, about $1 billion over the original estimate. The UFFA claims that Bloomberg’s administration is concealing faults in the system for political purposes, and that the public’s safety is at stake. Read more about Bloomberg’s refusal to release the report here, and the judge’s decision here. Download (pdf) the UFFA’s subpoena court filing here.