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Police in Denver (Colo.) are investigating the handling of a 911 call from a road rage victim, during which a dispatcher told the man to return to the city for an officer to take a report, and which ended in the man’s death. Officials of the city’s 911 center say the dispatcher should not have required Jimma Reat, 24, to return to Denver from his apartment in adjacent Wheat Ridge, where he dialed 911. It’s not clear from news accounts if the dispatcher told Reat to return to the scene of the incident, or simply to any location in Denver. However, Reat did reluctantly agree to return to Denver, and arrived near the area where the original incident occurred. Within minutes, police say, the other party in the road rage appeared and began shooting at Reat and his three companions. Reat was fatally injured. Carl Simpson, executive director of Denver’s 911 agency, said the dispatcher is on paid leave during an investigation, and that he is a two-year veteran. He told a reporter, “The call transpired very quickly. It got sideways very quickly. I am deeply saddened by the events that transpired. This call left me very saddened for the family.” Simpson explained simply, “I do know he didn’t follow procedures.” Police have not released the logging tape of the call, but Reat’s friends say they told the dispatcher it was not safe to return to the scene. Simpson said the dispatcher should have sent Wheat Ridge police to contact Reat, as well as assign a Denver officer to coordinate the investigation with WRPD. Read more about the incident here.

A creative and sophisticated prankster using audio clips from Arnold Schwarzenegger movies dialed the Albuquerque (NM) police comm center last January, conferenced three dispatchers together, and then kept them on the line, disrupting operations for over 15 minutes. The call is among the most unusual ever made to a comm center, but used techniques that have now become routine. Police say someone collected several audio clips from Schwarzenegger’s movies, selecting those that would sound like plausible responses to a dispatcher’s questions. The person then dialed the police department’s seven-digit tip line, and when the calltaker answered, began playing back the selected clips. The person made two more calls, and when those calltakers answered, he/she conferenced them into the call. Police determined a location from the call, but the caller apparently falsified the caller ID information, and the address turned out to be uninvolved with the call. Previous prank callers have used VoIP technology to dial the seven or ten-digit telephone numbers of comm centers, and have used so-called “spoofing” services to hide the origin of the call and display a falsified telephone number. Such calls can be traced, but it takes some technical expertise, inter-agency coordination and time. Listen to the prank call here.

As couches were being set afire and college students clogged the streets in Lexington (Ken.) tonight after Kentucky’s NCAA basketball championship win, the social media were lit up over the voice of the dispatcher working the city’s police radio channel. A live Internet stream of LPD’s channel 2 attracted nearly 13,000 listeners at one point, and also generated scores of Tweets and Facebook postings. Many of the Tweets commented on the quality of the female dispatcher’s voice, while others admired her coordination skills. Some of the on-line comments were clearly sexist, but others were strictly professional. There was considerable background noise during radio transmissions from field units, and coordinating safe fire responses was difficult. Over a 10-minute period, an officer’s portable radio intermittently broadcast an open mike signal, lending to the complexity of the incident. The police department and Fayette County sheriff were still sending more officers and deputies to the campus area at 2 a.m. on Tuesday.  The live scanner audio was posted on RadioReference.com.

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Last month an Eagle Rock (S. Calif.) woman dialed 911 when her husband collapsed, and Los Angeles Fire Department firefighter/dispatcher Al Camacho answered. He immediately recognized the problem and guided Deanna Brigidi-Stewart into CPR and rescue breathing, which kept her husband alive until paramedics arrived. Yesterday Camacho, Brigidi-Stewart and her children reunited at the department’s communications center. Listen to the entire call here, and watch another video after the break. [click to continue…]

A just-published study of public safety dispatchers formally reveals for the first time that they suffer from post-traumatic stress disorder (PTSD) at a higher percentage than the general population, the result of “significant duty-related trauma exposure.” The study was performed in 2010-2011 by Heather Pierce and Michell Lilly of the Dept. of Psychology at N. Illinois University (NIU), who recruited 171 active dispatchers from 24 different states. The researchers used established assessment methods for evaluating each participant’s exposure to stress, whose results correlate closely to the presence of PTSD. After an analysis of the assessment data, the researchers say participants reported experiencing fear, helplessness, or horror in reaction to 32 percent of the different types of calls they experienced. More interesting, the researchers said, “Although telecommunicators are physically distant from the traumatic scene and their personal integrity is rarely threatened, they may not be buffered from the development of PTSD symptoms.” They also said that a disproportionate amount of worst calls experienced by the sample involved harm to a child or were calls that involved a personal or professional relationship, such as police officers, EMTs or firefighters. To purchase the 5-page article ($35), visit the Wiley.com Web site. Watch a NIU video about the study after the break. [click to continue…]

A pair of recent fatal incidents raises the question of what information and instruction dispatchers should provide to 911 callers, and if the dispatchers in the cases did enough to prevent the killings. In one case a 911 caller subsequently shot and killed an unarmed citizen, while in another the caller himself was killed after being struck in the head by a deranged man. In both cases the involved agencies in Florida and California say the calltakers acted appropriately and did not violate any policy or procedure. [click to continue…]

A city-ordered audit of New York’s long-delayed project to modernized and consolidate its public safety dispatching functions found that overall project management is lacking, and that officials seriously underestimated the time its would take to complete and the complexity of combining technical systems. Only some of the projects begun in 2004 have been completed, including moving the once-separate fire and EMS comm centers into the same building occupied by police communications. The city’s 911 telephone system and computer-aided dispatch (CAD) software was also to be upgraded. Eventually, 911 calltakers would handle all types of incidents, instead of routing them to individual police, fire and EMS centers. Likewise, personnel will work under a single 911/communications structure, instead of for the separate public safety agencies. In its audit, the Office of Comptroller concluded that the original project premise was “reasonable and justified,” including merging the comm centers and creating back-up centers and facilities. But now the comptroller says the city’s Department of Information Technology and Telecommunications should expand the project’s governance structure, and fill vacant positions with appropriately qualified personnel to help monitor and manage the project. The comptroller also said project contractors H-P and Grumman should be monitored more closely, and by personnel with quality assurance skills. Download (pdf) the comptroller’s full report here, which includes a history of the project and its slow progress.

A man who lied to a Pasadena (Calif.) police dispatcher about seeing two men with handguns during a burglary has been arrested himself, and the police chief says the lying led to officers fatally shooting one of the suspects when they tried to detain him. Police chief Phillip Sanchez said Osscar Carrillo, 26, did see two men burglarize his car, but never saw them with guns. Carrillo dialed 911 after the incident at a taco truck. During the 911 call, Carrillo told the dispatcher that two men approached him asking for food, then burglarized his nearby car and stole a bag and laptop computer. When he confronted them, Carrillo convincingly said the two men displayed handguns and then fled. Police officers quickly located and detained one man, and then spotted Kendrec McDade a block away. As two officers approached, police say McDade’s hands went to his waistband, and the officers fired several shots, killing him. During a press conference yesterday, Sanchez said Carrillo was being charged with involuntary manslaughter. “Mr. Carrillo emphatically indicated a gun was involved…that is very important,” said Sanchez. “It sets the platform for the mind-set of the responding officers.” Read more about the incident here, and listen to the 5-minute 911 call here.

In the midst of a very contentious debate over federal legislation requiring all Americans to purchase health insurance, a Supreme Court justice has likened it to requiring citizens to purchase cellular phones so they could dial 911 in an emergency. During oral arguments today over the legality of the health care plan devised by the Obama administration, the justices were trying to decide if the insurance requirement is constitutional, and asked questions of attorneys on both sides. Opponents of the health care plan say the government cannot legally require citizens to engage in commerce. However, supporters say legislation frequently has commerce requirements. During one exchange, Chief Justice John Roberts offered an analogy to U.S. Solicitor General Donald Verrilli, who represents the government. Roberts said the “market” for emergency services is similar. “You don’t know when you’re going to need it; you’re not sure that you will. But the same is true for health care,” he said. “So, can the government require you to buy a cell phone because that would facilitate responding when  you need emergency services? You can just dial 911 no  matter where you are?” Verrilli replied that it was not a correct analogy. “I think the fundamental difference, Mr. Chief Justice, is that that’s not an issue of market regulation. This is an issue of market regulation,” he said. The arguments continue Wednesday, and a court decision could come by fall. Download (pdf) a transcript of today’s Supreme Court oral arguments for more flavor of the questioning.

In a landmark move for public safety communications in the UK, London’s fire dispatching operations will be outsourced to a private company, saving up to $8 million over the life of a 10-year contract. Today the London Fire and Emergency Planning Authority awarded an operations contract to Capita plc, a UK-based company with extensive business process outsourcing experience. Under the plan, the fire service’s entire dispatching force will be transferred to Capita, who will then manage and administer the operation, including handling 999 telephone calls. In a press release the service said, “”This will ensure the best possible deal for London taxpayers and allow the Brigade to focus on its core business of putting out fires, rescuing Londoners and saving lives.” Capita already has contracts with several government clients for “emergency service mobilizing systems,” the service says. However, London will be the first fire brigade in the UK to outsource its emergency call handling. Read more about Capita’s emergency services market here.

Dispatchers at Chicago’s (Ill.) 9-1-1 center are struggling to keep up with a flood of telephone calls and incidents in the first two months of the year after the mayor cut 55 positions, demoted three employees and laid off one calltaker to save money. The result has been almost constant overtime for dispatchers at the Office of Emergency Communications (OEMC), and an increase in the answer time for 911 calls. Mayor Ron Emanuel had wanted to eliminate even more positions for this year’s budget, but union negotiations reduced the number of cut-backs. Now, according to finance department records, police dispatchers worked 10,024 hours of overtime during last Jan.–Feb., compared to 5,247 hours in 2011, a 91 percent increase. Fire dispatcher overtime increased from 1,521 hours during Jan.–Feb. 2011 to 3,504 in 2012, a 130 percent increase. Part of the overtime increase stems from the expiration of an agreement last year that allowed compensatory time for overtime. Now, dispatchers can only receive pay for overtime. The city budgeted $3.2 million for fire department overtime this year, a figure that dispatchers says will likely be exceeded. Read more about the overtime and budget issues here.

Dispatchers at the Los Angeles (Calif.) fire communications center have had to track the status of fire rigs using a pegboard and golf tees, after a series of technical glitches in the fire station alerting and computer-aided dispatch (CAD) systems. The comm center moved into new facility last month, and dispatchers have been using an alerting system that includes voice and tone alerting. That system has not been reliably working, a Los Angeles Times article says, requiring some periods of “radio watch” by firefighters in the stations. Another digital system conveys alarm information and activates stations bells, gongs and lights, and has been operating normally, fire department officials say. Fire chief Brian Cummings and LA mayor Antonio Villaraigosa say the glitches are isolated incidents, but firefighters say the responses of at least two critical incidents were affected. Read more about the problems here.

Telephone call logging tapes have been released by the Sanford (Fla.) police department in the aftermath of a fatal shooting of a 17 year-old by a neighborhood watch captain, helping piece together the sequence of events. There was immediate criticism after the Feb. 26th shooting that George Zimmerman should not have continued to follow Trayvon Martin after dialing 911 to report him as suspicious. Some critics of Zimmerman say the 911 dispatcher told him not to follow Martin. However, the logging tape shows the dispatcher’s statements were less definitive. Zimmerman says there was a confrontation with the youth, there was a scuffle and that he shot Martin in self-defense. Zimmerman has not been arrested or charged. Criticism of police inaction mounted until Friday, when police released the tape of Zimmerman’s call. During the call, a dispatcher asked Zimmerman if he was following the person, and then told him, “We don’t need you to do that.” However, Zimmerman continued to drive along following Martin, and eventually the fatal confrontation occurred. Several citizens dialed 911 to report the incident, and one call captured the sound of a gunshot and yells for help. The incident has sparked tension in the town of 55,000 residents north of Orlando, and calls for a federal investigation. Listen to the logging tapes here to determine if the dispatcher’s statements were definitive enough, and read more about the incident here.

Just weeks after an unknown person telephoned a SWATing call to the Sarasota (Fla.) Sheriff’s Office, a Michigan legislator has introduced a bill that would  make it a felony to intentionally make a false report of an emergency, and increase the prison time if an injury or death occurs. The bill would also add the crime to the list of offenses where a judge can order restitution to public safety agencies that handled the incident. Previously, state law prohibited false reports of crimes. Rep. Curt Heise told reporters that besides tying up valuable law enforcement, fire and EMS resources, SWATing calls put innocent people in jeopardy. Download (pdf) a copy of the proposed bill here, and read more about SWATing here.

Law enforcement agencies in the Tampa (Fla.) region are making plans to manage security and communications for the August convention of the Republican party, hoping to avoid a lack of coordination during the 2008 convention in St. Paul (Minn.) that left officers uninformed about anarchists who pillaged the downtown for two hours without police intervention. The Tampa city council intends to approve spending $6 million for over 1,900 new radios, along with other law enforcement equipment paid by a $50 million federal grant. City officials say the radios will link almost 3,000 law enforcement from their department, the Hillsborough County Sheriff and from agencies brought in from surrounding counties. The officials say the 2008 convention radio network put officers on separate systems, a situation that the Tampa plan will eliminate. Read more about the 2012 convention plans here, and download (pdf) the 2008 post-convention public safety report here.