Much has been written in the past several months about challenges faced by Knox County government. From the issue related to the Knox Regional Communications Center (KRCC) to the sudden departure of the former long-time county administrator, it is reasonable to expect that taxpayers would wonder what’s going on. I hope the following will answer some questions, and provide a better understanding of the current situation.
Like any organization managing change or transition — any company or business — the bigger story goes untold. For Knox County, that story is one that should highlight the merits of the dedicated public service employees who work every day to serve those of us who live here.
Those employees include the caring women and men who staff the phones and the radios inside the KRCC. These are the people, our friends and neighbors, who are there for us when we need emergency services and who send the first responders to our rescue.
In spite of recent reports about that department, the fact remains that those emergency communications professionals and their supervisory staff, with support from Waldo County for several more weeks, continue to handle the critical task of coordinating the quick and efficient responses of a score of fire, EMS and law enforcement agencies throughout the county.
Together with our municipal partners and other stakeholders, the county is exploring whether or not the current KRCC model is the best model. At the same time, one municipality is proactively investigating the prospect of opening its own Public Safety Answering Point (PSAP), and what that would look like. As we move forward and when firm plans are in place, more information will be shared. To dribble bits and pieces of speculative and evolving data prematurely would be irresponsible.
In the meantime, the county’s plan for improvement and ultimate restoration of a vertically integrated PSAP is being reviewed by the Maine Emergency Services Communication Bureau, a division of Maine’s Public Utilities Commission which has oversight of the two dozen PSAP operations throughout the state.
There are many other fine people who are employed by Knox County, the vast majority of whom the average citizen may never get the chance to meet or interact with. The various departments are staffed by well trained and seasoned workers who go to work every day on our behalf. These include our sheriff’s deputies who patrol our rural roadways and the corrections officers who oversee our jail population; the folks who keep our airport running smoothly, and the emergency management agency staff who prepare for, monitor and react to both natural and man-made disasters; the folks who work at the courthouse handling deeds, probate, the prosecution of criminal acts and who handle other legal matters; and those in administration, finance, information technology and facility management. Each of these individuals are worthy of our recognition and appreciation.
Although my assignment with the county is temporary, I will do my best during my time in this role to work closely with the elected county commissioners and senior staff to ensure that Knox County residents continue to receive the highest level of services possible for their tax investment.
Gordon Page, Sr., is interim Knox County Administrator
Grants will pay for training, life-saving equipment and new technology to aid in disaster planning and recovery operations
Application now open for nonprofits, governmental agencies
GREENVILLE, S.C., March 12, 2024 /3BL/ – The Duke Energy Foundation is launching the third year of its $500,000 microgrant program to invest in emergency preparedness organizations across South Carolina to increase their resiliency to major weather events through advanced preparation, planning, equipment and training.
“When severe weather impacts communities across our state, we work alongside local emergency management and law enforcement teams to restore life back to normal,” said Mike Callahan, Duke Energy’s South Carolina state president. “These grants will help provide our fellow first responders with the tools and training to handle whatever Mother Nature throws our way.”
Nonprofits and governmental agencies across the state are eligible to apply and may request funds up to $20,000.
Grant applications may include, but are not limited to, projects that focus on:
Equipment necessary for severe weather rescues to preserve human life
Emergency communication tools for severe weather scenarios
Specialized training for first responders for severe weather scenarios
Organized planning initiatives for communities to prepare for extreme weather
Community storm preparedness trainings, materials, kits or shelters
Improved outcomes for low-income communities experiencing extreme weather
Since 2022, Duke Energy has provided 66 microgrants totaling $1 million to nonprofits and local agencies across the Palmetto State supporting training, essential equipment and life-saving technology to aid in disaster planning and response.
“In any type of major event, communication is a critical component of the public safety response to that event,” said Oconee County Sheriff Mike Crenshaw. “The purchase of radio equipment last year, via the grant from the Duke Energy Foundation, will help public safety agencies in Oconee County accomplish those tasks more efficiently for the safety of our citizens, which is our number one priority. The grant allowed for the purchase of handheld radios that we will give to the South Carolina Highway Patrol as well as the Department of Natural Resources that will allow them to directly communicate with our deputies.”
Duke Energy Foundation
The Duke Energy Foundation provides more than $30 million annually in philanthropic support to meet the needs of communities where Duke Energy customers live and work. The foundation is funded by Duke Energy shareholders.
Duke Energy (NYSE: DUK), a Fortune 150 company headquartered in Charlotte, N.C., is one of America’s largest energy holding companies. Its electric utilities serve 8.2 million customers in North Carolina, South Carolina, Florida, Indiana, Ohio and Kentucky, and collectively own 50,000 megawatts of energy capacity. Its natural gas unit serves 1.6 million customers in North Carolina, South Carolina, Tennessee, Ohio and Kentucky. The company employs 27,600 people.
Duke Energy is executing an aggressive clean energy transition to achieve its goals of net-zero methane emissions from its natural gas business by 2030 and net-zero carbon emissions from electricity generation by 2050. The company has interim carbon emission targets of at least 50% reduction from electric generation by 2030, 50% for Scope 2 and certain Scope 3 upstream and downstream emissions by 2035, and 80% from electric generation by 2040. In addition, the company is investing in major electric grid enhancements and energy storage, and exploring zero-emission power generation technologies such as hydrogen and advanced nuclear.
Duke Energy was named to Fortune’s 2023 “World’s Most Admired Companies” list and Forbes’ “World’s Best Employers” list. More information is available at duke-energy.com. The Duke Energy News Center contains news releases, fact sheets, photos and videos. Duke Energy’s illumination features stories about people, innovations, community topics and environmental issues. Follow Duke Energy on Twitter, LinkedIn, Instagram and Facebook.
GLASGOW, Ky. (WBKO) – The lifeline for many residents across Barren and Metcalfe counties is observing 30 years of service to the region.
Established in March 1994, the Barren-Metcalfe Emergency Communications Center emerged after years of fragmented emergency communications. Beverly Harbison, 911 director, remembered how much slower those days were, especially on calls needing all three emergency services.
“Back in the day, you had a dispatch at EMS, you had one at the fire department on Cross Street, and then we had the police department on Broadway,” Harbison said.
Former Barren County Coroner Mike Swift played a pivotal role in establishing the current emergency communications center, consolidating fire, police, and ambulance dispatch services under one roof on Glasgow’s East Washington Street, Harbison said.
She remembered Swift’s enthusiasm and determination to make the consolidated center a reality.
“I think Mike just worked well with the community and the leaders of the community to get it done,” she said. “He did get it done, and he was proud that he got it done.”
Harbison’s journey into dispatching began unexpectedly, spurred by a friend’s father’s encouragement while working at a local convenience store. Following two weeks of training and certification, she started her career as a Glasgow police dispatcher in the 1980s.
Today, the dispatch center relies on cutting-edge technology to fulfill the critical duties of the 911 service. However, in earlier times, dispatchers operated with little more than telephones and radios, Harbison said.
Technological advancements have revolutionized the emergency communications profession, facilitating tasks such as record archiving and precise location tracking for 911 calls. In Glasgow, the dispatch center has boosted the capabilities of their first responders in addressing emergencies more efficiently.
“Saving time saves lives,” Harbison said.
One notable advancement was the introduction of a 911 texting feature in 2019, particularly beneficial in situations where verbal communication is compromised, such as cases of domestic violence.
The integration of video conferencing capabilities has also enabled dispatchers to visually assess emergency scenes in real-time, said April Dunbar, who has been a dispatcher and first responder since October 2000 and now serves as the assistant director of the Glasgow-based 911 service.
“That’s also helpful in domestic situations as well,” Dunbar said. “If they can’t talk and they need us to see what’s going on.”
Reflecting on the evolution of emergency response throughout her career, Dunbar described the transformative impact of cellular technology and advanced location services, citing them as critical components in the modern dispatcher’s toolkit.
Of the incoming calls, 78 percent originate from cell phones, with the remainder comprising mostly landlines and text messages, she said.
In an era dominated by social media and location-sharing apps like Life360, dispatchers often receive information about emergencies from multiple sources, sometimes after incidents have already been reported elsewhere.
“There’s been videos out there before we’re ever notified of what’s going on,” Dunbar said.
Moreover, the dispatch center holds certification to provide Emergency Medical Dispatch (EMD) to callers, a development that allows dispatchers to walk people through critical care like CPR and bleeding control.
“We’ve had some great success with that,” Harbison said.
It’s widely acknowledged that first responders bear some of the most demanding roles, frequently encountering people during their most harrowing moments. Consequently, the road to becoming a dispatcher is far from easy.
Applicants are required to pass a thorough screening process including items like a background check, drug screening, polygraph examination, psychological testing and suitability assessment.
They also attend four weeks of training in Richmond at the Kentucky Public Safety Dispatch Academy.
“Although it’s a very rewarding job at times, it can be a very stressful job,” Harbison said. “Sometimes just taking that bad call can make someone look for another career.”
Harbison and Dunbar said retaining dispatchers has been one of the industry’s largest hurdles in recent years. Local government routinely discusses ways to better pay first responders, but significant changes have yet to be made.
Funding for the vital service is partially sourced from a 911 fee incorporated into phone bills across Barren and Metcalfe counties. As landline customers have declined over the years, so has revenue generated from associated fees.
“Hopefully things will change over the years and people will understand,” Harbison said. “Because with us being behind the scenes, people don’t realize what we do. And until you actually physically come in here and set with us, that’s when you think, ‘Wow. They do a lot.’”
As Harbison aptly summarized, dispatchers are the “unseen first responders,” diligently working behind the scenes to ensure prompt and effective assistance during emergencies.
“We are a small family here,” Harbison said. “Our main goal is at the end of the day for all of our responders to go home safely.”
Dunbar echoed the sentiment, saying once dispatching gets in your blood, it becomes a lifelong commitment.
“I think you have a really strong sense of community,” Dunbar said. “You want to be a servant of the community and to help others.”
The dispatch center is presently seeking candidates, and those interested can arrange to shadow dispatchers by reaching out to the center directly.
Emergency-response centers are using AI to improve and streamline services like live translation.
Better tech could help workers prioritize calls, avoid logistical issues, and catch crucial details.
This article is part of “Build IT,” a series about digital tech and innovation trends that are disrupting industries.
Raquel Lewandowski has been working as a call taker at a call center in Delaware County, Pennsylvania, for nearly 30 years.
In that time, she’s seen technology modernize emergency-response services to better serve people who need assistance. She recalled one instance where she used an app to direct a woman who was lost at the 1,000-acre John Heinz National Wildlife Refuge at Tinicum.
“Lights are going out, and she doesn’t have that much left on her phone, and she’s scared, and she doesn’t know how to get out of here,” Lewandowski said. “I was like, ‘Hey, you know what? I can send you a link. Open it up.'”
With the click of a link, Lewandowski could see where the woman was through the camera on her phone. “I can see the Philadelphia skyline — I can see that in the background, so I can kind of tell her which direction to start walking,” she said.
Lewandowski was using Prepared Assist, a platform launched by the emergency-response technology company Prepared. The software uses location data along with text and video capabilities to help with 911 calls.
It also uses artificial-intelligence tools to provide real-time translations and speech processing to dispatchers in high-stress situations.
Michael Chime, Prepared’s CEO, said he launched the company in 2018 in response to several high-profile mass shootings that prompted a new interest in 911 technology. He questioned why smartphones had better features to help in emergencies — like location tracking and video calling — than many call centers did. “Why was I, an everyday citizen, better equipped from a data perspective to communicate to my friend in any odd moment than I would be to 911?” he said.
That was 18 years after the US and Canada started planning the Next Generation 911 initiative, meant to ensure that technology in public-safety answering points, also known as PSAPS or call centers, remained updated.
While many people in the industry have acknowledged a need for better emergency tech, its implementation has varied across states. “There’s a lot of work that’s needed to move our nation to the 21st century,” said Brian Fontes, the CEO of the National Emergency Number Association.
One of the most widespread innovations so far is text-to-911. Now artificial intelligence is introducing more possibilities in 911 operations.
The AI tools solving a big emergency-response problem
Alex Dizengof, the cofounder and chief technology officer of the emergency-communication platform Carbyne, said a big challenge in 911 operations is language.
Operators taking a call from someone speaking a different language typically have to figure out on their own which language it is and then reach out to a third-party live-translation service.
“You’re losing people because they don’t understand what’s going on,” Lewandowski said.
Prepared and Carbyne are both tackling this problem. Prepared’s live-translation feature is designed to identify a caller’s language and translate for the call taker. The feature can be added to existing call-taking infrastructure or location-service software like RapidSOS.
Carbyne’s system uses AI and natural-language processing engines to automatically translate a call. The company says the software can shorten a call by nearly five minutes.
Alleviating stress in understaffed call centers
AI-powered systems could help reduce call takers’ workload. In a 2023 survey from Carbyne and the National Emergency Number Association, 82% of respondents said their call centers were understaffed. Additionally, 74% of those surveyed suggested that they or their coworkers felt burned out.
Prepared’s transcription service is designed to assign keywords to trigger certain dispatches or alert management, helping call takers catch details they might miss over the phone.
Anthony Mignogna, the chief of communications for Delaware County Emergency Services, recalled using the transcription service while taking a call from someone in danger. “There was a customer dispute at a gas station service shop, and he whispered, ‘The guy pointed a gun in my head,'” Mignogna told BI. It was hard to hear the caller’s warning because of the background noise, Mignogna added, but “through the transcription, we caught that.”
Carbyne also recently rolled out an AI-powered triage system designed to help centers prioritize calls during high-volume periods or nonemergency situations. Heather Hilliard, the deputy executive director of the Orleans Parish Communication District in Louisiana, said that over six weeks, they used Carbyne’s triage system 48 times on about 200 calls.
“Bias is definitely a concern that we’re always thinking about, and also the accuracy of the data,” Dizengof said. Carbyne says it checks a selection of translations with a person to verify its system’s accuracy. The company says it’s also developing a language-processing engine trained on 911 calls to provide results that are more precise.
Modernizing emergency tech would also require updated PSAP infrastructure, which isn’t cheap. PSAPs are run at the state and local levels, and individual municipalities often decide whether to migrate to a new system.
The Emergency Communications Center in Lincoln, Nebraska, for example, recently started using Prepared Live, a cloud-based platform the city said would cost about $50,000 a year. The goal is to reduce the costs of faulty legacy technology and save money on hardware in the long run.
“I can’t tell you how many times I had problems in my server room,” said Karima Holmes, a former 911 call taker who now serves as Carbyne’s vice president of public safety. “I had technology go down because there was moisture in the air.” She added that with cloud-based systems, that’s not an issue.
The future of 911 technology also relies on systems innovating past verbal-only communication. AI-powered transcription services, location-data gathering, and expanded video capabilities could help give responders a better picture of a situation before help arrives.
But Fontes said progress can be incremental when many centers lack the resources and budget to upgrade their systems. He called on the federal government to step in to help centers access new services. “Congress has to fund this now to enable all the benefits of technology that the private sector has out there,” he said.
LINCOLN, Neb. — Lincoln Mayor Leiron Gaylor Baird on Thursday announced a new partnership between the Lincoln Emergency Communications Center and the 988 Suicide & Crisis Lifeline.
Lincoln becomes the first city in Nebraska to partner 911 services with 988’s mental health services, which Gaylor Baird said will boost the number of mental health calls serviced.
“The 911/988 partnership enables our 911 emergency dispatchers to connect people in suicidal crisis or emotional distress to the 988 lifeline, to trained mental health professionals and resources,” she said.
Calls received by 911 dispatchers that are deemed mental health crises will be transferred to trained professionals with 988.
Nebraska’s 988 number had a soft launch in July 2022 and since then, the call center located in Boys Town has received more than 42,000 calls, chats and texts from people experiencing crises caused by mental and behavioral issues, substance use or suicidal thoughts, said program manager Kyle Kinney.
The organization’s goal is to provide the correct services at the right time, allowing police and other emergency services to respond to other calls.
“Since implementation, 97% of calls to 988 Nebraska were able to successfully de-escalate the situation,” Kinney said.
When someone communicates with 988, they speak with counselors who help people find resources and follow up to ensure their needs are being met.
Lincoln Emergency Communication Center manager Jessica Loos said the center is eager to begin working with 988 to help identify calls that may be better handled through the new partnership.
In the last six months, the communication center has answered just under 6,000 calls from people experiencing a mental health crisis.
“Each of those times, we were limited to sending a law enforcement officer when officers were available to respond,” Loos said. “Most of these calls were ones in which the expertise of a crisis counselor would be more effective in addressing the callers’ needs.”
Research shows that when officers make contact during a mental health crisis, the chances of a situation escalating increase, as does the likelihood of someone ending up in jail.
Certain circumstances may still result in officers being called to a scene of a mental health crisis. For example, if someone is threatening to not only harm themselves but also others, police will be called.
The number of calls to 988 is expected to increase, with 911 calls in Lincoln being connected quickly to the service line. According to Kinney, the average wait time is under 10 seconds.
If the call volume becomes too great for the current staff at 988, the organization will look to hire to fill the necessary gaps.
The Department of Health and Human Services funds 988 Nebraska and will work with the organization to maintain a satisfactory service level if additional funding for staffing becomes necessary.
Staffing has steadily increased since the beginning of the program, Kinney said.
Gaylor Baird touted Lincoln’s continued dedication to increase public safety.
“We are so pleased to be piloting this program here in Lincoln as we work to become the safest and healthiest capital city in the country,” Gaylor Baird said.
Learn about current efforts to continue to protect the 4.9 GHz Band for public safety as well as recent filings, key decisions impacting these efforts, and how you can support PSSA’s initiative to protect the 4.9 GHz band for public safety.
