Agenda - 09-21-1993 - VII-A - Laserfiche WebLink

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3 having been completed until the call is "attached" to the unit that ultimately responds to the call. This apparent lengthening in the time required to complete dispatches with the CAD system may be able to be shortened if we can provide the telecommunicator the ability to attach the call to the agency to reflect a dispatch status, with the agency supervisor deciding to whom the call should be assigned if all units are engaged, for example. One other partial explanation for the perceived increase in dispatching time is that with the new automated system, response time is calculated from the instant the telecommunicator answers the 911 call. Under the old manual system, response time was measured from the time an incident card was "punched" by the telecommunicator, either after completing conversation with the caller or at least far enough into the call to evaluate the urgency of the call and make the dispatch. At the meeting, there was also agreement to try several procedural changes that may improve responsiveness. Probably the most significant change would involve telecommunicators making the initial dispatch with less information provided to field units than is currently provided. Telecommunicators typically try to provide field units with as much information about the situation they will be getting into as possible. Under the new procedure, telecommunicators will dispatch with only essential information - for example, "shots fired, 400 block of West ' Franklin Street. " This will get officers rolling, and dispatchers will attempt to keep callers on the line to gain additional information that will be useful to field officers as they approach the scene. Another procedural change that will be pursued is that when the situation permits, telecommunicators will provide a brief explanation to field officers of the reasons for giving "standby" . For example, if the telecommunicator is handling a critical 911 call at the same time, he or she will answer officer requests for additional information with "standby, handling domestic violence call" . This will not solve the problem of field officers having to wait, but will indicate to them they have not been forgotten. Moreover, if the officer understands that an immediate response from Central is not possible, he or she may be able to take some other action while waiting. There was also substantial discussion about the need to move in the direction of discouraging non-emergency calls to 911. While all agreed on the need for balance to ensure that legitimate emergency callers do not hesitate to call 911, there was consensus that continued public information effort is needed to promote proper usage of the 911 system. With the recent installation of the Sheriff ' s E911/CAD workstation, we should be able to pursue a pilot program for downloading certain non- emergency calls to the Sheriff' s office in the near future. The Sheriff indicated that his office is receiving as many as 300 non- emergency y c alls a day that come directly to his office. If enough of these calls can be handled over the phone, without dispatching a deputy, some relief may be provided to both Orange Central Communications and Sheriff ' s Department staff. Several town staff members also indicated their intentions to examine during the year ahead the issue of taking on their own non-emergency calls.