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A committee formed by the Federal Communications Commission (FCC) has posted presentation materials from its meeting last week, providing insights into the future timelines for implementing text-to-911 services. According to the Emergency Access Advisory Committee (EAAC), eight jurisdictions are now accepting SMS text messages from citizens who use “911” as the destination number, but added that it could be “many years” before the last public safety answering point (PSAP) adopts the service. The committee primarily handles issues of equal access to the nation’s emergency reporting systems, and has focused on texting 911 as a way to provide improved service to people with disabilities. The presentations covered many of the issues raised when cellular 911 technology was being adopted, including funding, liability and technical standards. For example, one presentation noted that in 2012 there was, “chaos with multiple vendor solutions per city/county/state.” Without standards, “Texting to 9-1-1 (was) in danger of turning into (a) regional service, unlike nationwide voice calling to 9-1-1.” Determining a texter’s location is still problematic, especially for indoor locations. Download (pdf) the individual presentations after the break. [click to continue…]

Oakland (Calif.) officials are asking for $3 million in upgrades for its police-fire communications system, which has been plagued with problems ever since it was first turned on in August 2011. In one case, the P25 trunked radio system failed during a city visit by President Obama, jeopardizing coordination of police officers. The city hired a consultant last year to analyze the radio system and find the source of the problems. The consultant claimed that several AT&T cellular towers in the city were interfering with the Harris Corp. 800 MHz radio system, creating dead zones. Several AT&T towers were turned off or re-tuned, but overall system problems continued. Now city officials say that support systems for the radio network are 15 years old and are degrading system performance. They propose replacing power supplies, generators and fans, and making $1.6 million of comm center upgrades. In a letter to the city’s administrator, they also ask that the city’s usual competitive bidding process be waived to allow direct purchases. In the meantime, the city’s Information Technology department is investigating if the city should join a new regional, two-county, 700 MHz trunked radio network. Download (pdf) the funding report here, and the June 2012 consultant’s report here.

An intense, 28-hour software programming “hackathon” in northern California last month produced 11 new smartphone apps that focused on public safety first responder features. The AT&T-sponsored event drew 70 participants in a half-contest, half-summer camp event that is common among programmers, but which focused on public safety for the very first time. The challenge was focused on three goals related to mobile communications:  assist public safety officials with team communications, situational awareness and location tracking. AT&T invited several first responder representatives to provide programmers with an outline of their needs and to guide them during their work. Representatives from communications and security firms, and several government agencies were also present to provide additional expertise. [click to continue…]

Schenectady (NY) police dispatcher Kris Impellizzeri’s family home was destroyed by a unusual tornado last week, and friends and neighbors are helping to put the family back on its feet. A donation event quickly raised $4,000 for the family.

After several weeks of complaints by dispatchers that a new computer-aided dispatch (CAD) system has been hampering and delaying operations, New York City officials have admitted that the latest glitch was caused by human error. According to the FDNY, a radio dispatcher failed to notice an injury vehicle accident on her CAD screen before she got up to take her break, creating a four-minute delay in sending EMS units to the incident. A 4 year-old girl died in the accident, but city officials have not specifically blamed the delay for her death. Complaints about the city’s new ICAD software began shortly after it was commissioned a month ago. The software was installed by Intergraph Corp. under an $88 million contract, part of a larger project to improve the city’s emergency communications. Dispatchers say the software freezes up, drops information and completely crashes. Dispatchers have had to operate in manual mode, writing incident information on cards, several times since the software went live. The glitches require dispatchers to frequently re-boot their computers in order to keep operating. The young accident victim was walking with her grandmother in upper Manhattan last Tuesday when a vehicle being pursued by police crashed into them. Witnesses dialed 911 for help and a calltaker created an incident for an EMS dispatch. However, FDNY officials say the assigned radio dispatcher was just about to take her break, and failed to insure a smooth transition of her duties to another dispatcher. The first dispatcher left her console, and it took almost four minutes before the relief dispatcher noticed the incident and assigned units to it. An ambulance arrived on-scene within eight minutes, officials said. The child later died in a hospital. The city council announced today that they will hold hearings next week on the CAD problems. Read more about the latest glitch here, and a follow-up story about the dispatchers’ union position on the problems.

Two stories of dispatcher misconduct broke this week in separate cities, both involving inappropriate statements on the radio and on a social Web site. In one case a radio dispatcher also misinformed responding officers, who then failed to find the victim of a homicide. In the first case, Dallas (Tex.) dispatcher April Sims has been fired for posting racist and other inappropriate comments on her Facebook page. The remarks were noticed by a local TV reporter, who notified the Dallas Police Department. Sims was hired in Dec. 2012 during a hiring binge sparked by an earlier dispatcher mistake. She was still on probation, and so was immediately fired. In one Web posting, she wrote, “Black people are outrageous! They are more like animals, they never know how to act, just loud [expletive] Always causing problems.” Read more here. In the second case, New York City police say a radio dispatcher laughed on the air and broadcast incorrect information about a “check the welfare” incident. An investigation is still underway, officials said. According to police, a psychiatrist called police about a patient who had talked of a dream in which he had killed someone. The patient wasn’t sure if the experience was real or imagined. A calltaker correctly took the information from the doctor, with the intent that officers would be sent to the victim’s home to check on her. However, an unnamed radio dispatcher mistakenly told officers that the patient had called, and wanted officers to check his home for evidence he’d been assaulted. She also was heard to laugh on the logging tape about the incident. Officers arrived, received no answer, and left. Four days later the victim’s relatives discovered her dead in the basement of that same house. Read more about the incident and listen to logging tapes of the incident here.

In the aftermath of a woman’s death from a domestic violence incident, the Pittsburgh (Penn.) police have formalized several policies related to making contact with 911 callers. But the changes were immediately questioned by the city’s civilian review board for not going far enough to protect women who might be prevented from responding to officers knocking on their door. The policy tweaks stem from the death of Ka’sandra Wade last January by her boyfriend, who later killed himself. Wade dialed 911 from a cellular phone, and the calltaker created an “unknown trouble” incident with Priority 2 response. A dispatcher sent veteran officers to the incident, and police officials later said the officers knew the caller had been a female, that there was a commotion during the call, and that the call ended abruptly. The officers didn’t contact Wade, but they did speak to the boyfriend through a window. Police haven’t revealed the content of that conversation, and said the officers did not go inside Wade’s apartment. The officers left without taking action. The next evening Wade’s relatives found her dead inside. It’s not clear if she was alive when the officers arrived at the apartment. This week, police officials said they had established formal policies for handling such calls, which generally mirror the procedures previously in place: attempt contact, and notify a supervisor if the situation warrants. The police department’ Civilian Review Board had recommended a set of 12 policies for consideration to insure a proper response to similar future 911 calls. Read more about the original incident here, and download (pdf) the CRB recommendations here.

An Ohio appellate court has ruled that a county prosecutor illegally withheld a logging tape of a telephone call that had been requested by a newspaper, and that the confession made during the call didn’t provide justification for keeping the call confidential. The incident and court decision demonstrates the complexity of situations that occur when fielding 911 calls, and state laws that attempt to provide some confidentiality of criminal records.  The original incident occurred in June 2012 when Butler County sheriff’s dispatcher Debra Rednour received a 911 call reporting an accidental injury and that someone was not breathing. The call ended abruptly, and Rednour called back the original number. There was no answer, so Rednour dialed the number again. According to police, Michael Ray answered the phone and told Rednour that he was a murderer and needed to be arrested. He provided several other details before deputies arrived to arrest him. He was later charged with murder, and last October a jury found him guilty. In the meantime, the Cincinnati Enquirer newspaper requested a copy of the third “confession” telephone call, but county prosecutor Michael Gmoser refused, saying it was exempt from the state’s open records act, and was part of an on-going investigation. The newspaper then sued for release of the phone call, and yesterday the state’s 12th District Court of Appeals made its ruling. The court noted that Rednour made the first call-back to complete gathering medical information after the hang-up call—she did not know if a crime had been committed at that point. The third call was not investigative, Rednour testified during the lawsuit trial, and the court agreed. Rednour is, “neither trained in criminal investigation nor tasked with criminal investigative duties,” the court wrote. Significantly, the court also ruled that Rednour’s outbound telephone calls were legally 911 calls, and subject to the applicable state laws on release. Read more about the case here, and download (pdf) the court’s decision here.

While public safety communications centers and government regulators are focusing on the future of texting 911, technology companies are creating even more exotic methods of dialing 911, including a computer worn as eyeglasses. The fast pace of new tech makes it impossible for comm centers to keep up with the inventions of creative minds, it seems. The latest tech invention is Google Glass, a tiny computer, camera and video screen worn like a pair of eyeglasses, and linked to the Internet. The device is in limited public release now, and has sparked discussions about privacy, social interaction and “dorkiness.” Beyond the cool-looking hardware, Google and others have been promoting what users can actually do with the product, including commerce, email, reference, voice calls, taking photos and videos, and linking to social Web sites like Facebook and Twitter. A Canada-based creative agency has created a video to showcase some of the everyday activities that Google Glass might improve, including a medical emergency. In the hypothetical video, a Glass user discovers his father unconscious and makes a voice call to 911 for help. The user then performs CPR on the patient, using instructions displayed on the Glass video screen. Meanwhile, the dispatcher provides updates on the arrival of an EMS unit. Watch the video after the break. [click to continue…]

Today the Federal Communication Commission (FCC) took the first baby-step towards implementing nationwide text-to-911 technology, by issuing rules for how wireless carriers should handle text messages when the service is not available, and by setting a deadline for the feature. The regulations are the first in a long-term project to allow citizens to send text, photos and videos to public safety answering points (PSAPs), which will eventually become part of a Next Generation 911 (NG911) network. Last year, under pressure from Congress, the nation’s cellular carriers voluntarily agreed to forward text messages to public safety answering points (PSAPs) that specifically request the service starting in May 2014. A handful of counties now have text-to-911 service, but most are accepting text messages only from one local or regional cellular carrier. [click to continue…]

A Maine newspaper’s recent request for 911 logging tapes related to a homicide has prompted the state legislature to consider amending the law to exempt such calls from the state’s open records law. A legislative committee heard testimony last week that releasing 911 calls from cases under active investigation by law enforcement could jeopardize prosecutions. But state media organizations say that access to 911 call recordings is important to maintain proper government oversight. Maine is one of 10 states that prohibit release of 911 call recordings or limit their release. However, the current law doesn’t specifically provide protection for call recordings when police are still investigating a crime. Under L.D. 495, the state’s records confidentiality law would add public safety comm centers to the list of agency records to be protected, and specifically protect comm center records “when in the custody of a criminal justice agency.” In the existing “Disclosure Required” section of the state records law, an exemption would be added for, “information or records that related to a pending law enforcement investigation or pending criminal prosecution.” The proposed law would also add penalties for disclosing confidential information, including 911 call audio or transcripts. Download (pdf) the proposed bill here, and read more about the debate here.

A Massachusetts police organization is making a public appeal for reconsideration of eviction orders for T-Band radio users, pointing out how well a regional radio network operated during last month’s Boston Marathon bombings. The Greater Boston Police Council (GBPC) said that 166 agencies within 2,200 square-miles are dependent upon the Boston Area Police Emergency Radio Network (BAPERN), and daily use the system to improve public safety. Congress passed legislation in February 2012 that requires users of the 470-512 MHz band to vacate the frequencies by 2023, part of a larger plan to re-allocate spectrum to public safety agencies. There are 11 regions of the country that are allowed to use the band, mostly because of extreme frequency congestion in those regions. In a press release and statement, the GBPC says BAYPERN has 22 sites providing inter-agency communications for over 11,000 sworn personnel. The network is organized into two wide-area channels, six district channels and four tactical channels. The GBPC said that in the aftermath of the marathon bombings, “The greater Boston area witnessed none of the interoperability challenges that faced first responders on 9/11, due to the long‐standing use and local familiarity with BAPERN.” The group concluded, “Without the BAPERN system in place, the responding local, regional, state, and federal law enforcement personnel would not have had a method for communicating during this large‐scale incident.” The GBPC hopes that Congress and the FCC, “will reflect on the great communications successes achieved with BAPERN over the past 40 years,” when re-considering the T-Band vacate order. Download the GBPC materials about how the radio network performed during the Boston Marathon bombings.

Cleveland police dispatcher Jennifer Daunch was working 10 years ago when Amanda Berry disappeared from a city street, and coincidentally was working the radio dispatch position on May 6th when Berry and two other victims were rescued from their decade-long ordeal. She recalled the emotions and anticipation of the rescue for CBS News reporter Dean Reynolds.

Faced with the quickly-approaching world of Internet-based communications, today the Federal Communications Commission (FCC) proposed several real-world technology trials to help guide their regulatory work, including future 911 technology. The tests will include Next Generation 911 (NG911) networks, but also a study of how network resiliency and public safety are affected by  wireless and IP- based services. The trials will be conducted by the FCC’s Technology Transitions Policy Task Force, are are intended to give the commissioners “good data,” the agency said in a statement. The project will include network migrations from copper wire to fiber optic cables and IP technology, and to wireless communications. “Today’s Notice reflects the need to be smart about how we structure trials for them to be useful,” the FCC said. “We need to know what we want to test and how we will evaluate the results.” The 911 trials will focus on NG911, and the FCC is seeking, “on a trial that will assist the Commission, state, local and Tribal governments, and Public Safety Answering Points (PSAPs) in a few geographic areas to answer important technical and policy questions to accelerate the transition.” NENA applauded the action, saying it will “ultimately spell the end for traditional analog telephones while preserving critical 9-1-1 service for wireline subscribers.” Download (pdf) the Public Notice about the project. [click to continue…]

In a rare two minutes of radio turn-about, a retiring Denver (Colo.) police dispatcher was honored with broadcast tributes from co-workers and officers in the field. John Boller spent nearly 21 years in the communications center and became known as “The Voice of Denver” for his voice and skills. On May 1st Boller retired, and a co-worker broadcast the news over the police radio channel. “He has been the voice of calm for those he has worked with and dispatched over his tenure with Denver 911,” the dispatcher told everyone who was listening. Officers were then invited to switch to another talkgroup to give their best wishes to Boller. Listen to Boller’s radio tribute here.