CHARLESTON COUNTY, S.C. (WCIV) — Charleston County 911 has strengthened their emergency response this week by upgrading their call handling capabilities.
The Charleston County Consolidated Emergency Communications Center adopted new, more advanced call handling software that aims to improve emergency response for both the public and first responders.
The upgrades include several key features that will increase efficiency and situational awareness, including:
Voice to Text – Call takers will receive a real-time text transcription of the caller’s spoken words, improving accuracy and efficiency.
Translation – This feature allows for seamless communication with non-English-speaking callers by automatically translating conversations in real time.
Triage – The system prioritizes emergency calls, ensuring that simultaneous incidents, such as multiple calls about the same crash, do not delay responses to other emergencies.
Location Services – If a caller’s location is not automatically transmitted, call takers can send a link to obtain precise handset coordinates. If the caller accepts the link, the call taker will temporarily have access to the caller’s exact location.
Images and Video – Callers can share live images and video with the ECC, offering critical visual information to support response efforts.
Responder Link – Call takers can transmit received images and videos directly to first responders in the field, enhancing situational awareness.
In addition, Charleston County has partnered with Carbyne to integrate the new system, alongside RapidDeploy Radius Mapping, which provides additional benefits, including:
Access to caller-provided emergency data, such as preferred language and medical information.
Outbound text messaging capabilities for two-way communication with 9-1-1 callers.
Instant messaging between 9-1-1 centers for seamless information sharing.
Crash data from OnStar, Bosch, and other vehicle safety services.
Enhanced alarm data from security companies.
“This new system represents a major advancement in how we handle emergency calls,” said Charleston County ECC Director Jim Lake. “By improving accuracy, communication, and situational awareness, it helps ensure that people in crisis get the help they need as quickly as possible. Our telecommunicators and first responders rely on clear and timely information, and these tools will make a real difference in their ability to respond effectively.”
York County 911: Hear EMS summoned to attack at UPMC Memorial Hospital
A hostage crisis at the UPMC Memorial Hospital ICU on Saturday, Feb. 22, 2025, left a West York Borough Police officer and the gunman dead, while five others were injured. Listen to real-time York County 911 transmissions between EMS providers. The Dispatch has requested the police 911 recordings.
The York Dispatch’s efforts to obtain audio recordings and transcripts of 911 calls made during the hostage crisis inside UPMC Memorial Hospital that left a police officer and the suspect dead have been blocked.
Many questions remain in the weeks following the Feb. 22 incident that left West York Police Officer Andrew Duarte and the suspect dead. Authorities haven’t released the names of other officers who were injured, the extent of their injuries and who fired the shots that fatally wounded Duarte. The fact that a sheriff’s deputy was also wounded wasn’t initially disclosed.
Previously, authorities had said that two other responding officers and three hospital workers were injured. A fourth UPMC staffer was injured in a fall, they said.
However, the Dispatch reported Monday that an unnamed York County Sheriff’s deputy also was among the injured. The two other wounded officers are from the Northern York County Regional and Springettsbury Township departments.
York County 911 holds the recordings of communications during the incident but is under no legal obligation to release it, based on Pennsylvania’s Right to Know Law that dictates and defines what constitutes a public record.
But neither is the agency barred from releasing it.
The Dispatch has been covering the incident and its fallout as a matter of immense public interest and believes a recording of the call would give the public a greater understanding of the full scope of what officers faced in that moment. It already obtained fire and EMS calls from the incident.
UPMC Memorial Hospital attack: Listen to the real-time 911 transmissions
A hostage crisis at the UPMC Memorial Hospital ICU on Saturday, Feb. 22, 2025, left a West York Borough Police officer and the gunman dead, while five others were injured. Listen to real-time York County 911 transmissions between EMS providers. The Dispatch has requested the police 911 recordings.
Publicizing the communication can also help promote public safety and the critical importance of mutual aide in emergency responses.
In the county’s denial, county Solicitor Jonelle Eshbach cited the section of the law that states: “Records or parts of records, except time response logs, pertaining to audio recordings, telephone or radio transmissions received by emergency dispatch personnel, including 911 recordings” are exempt from access under the law.
Since time-response log information held by the 911 department have an exception, Eshbach wrote in her response that the county searched for and received the information and it was attached through a link. It was not.
The county’s paralegal, Aggie Puleo, responded to the Dispatch’s inquiry about the alleged attachment, writing that there should not have been a link to any record in the response. And since the Dispatch had not asked for the time-response logs, they were not provided, Puleo said.
The Dispatch submitted a new request for the logs and was notified that the county invoked its right to an additional 30 days to respond to it, “as the extent or nature of your request precludes a response within the required five-day time period.”
While agency records can be daunting to get from any level of government in Pennsylvania, agencies in other states release records like 911 call audio and police dash or body camera footage that appears on YouTube.
The county told the Dispatch in its initial response that further documents or information regarding the Feb. 22 incident at UPMC “may be available from the municipality where the incident occurred, and/or the responding police department.”
An official with West York Police Department, where fallen officer Andrew Duarte worked, advised the Dispatch to check with the county.
A similar effort was made with the Pennsylvania State Police through a separate process designated for law enforcement agencies’ audio and video recordings. Rather than a standard records request, the Dispatch went to the state police headquarters outside of Harrisburg and hand-delivered a request.
West Manchester Township, where the deadly incident at UPMC occurred, responded to the Dispatch by invoking the 30-day extension “to permit the police department to seek a legal review to determine whether the information sought is records subject to access under the Right to Know Law.”
Emergency response recordings, while readily available in other states, are seldom made public in Pennsylvania.
And while agencies may release them, it would likely require a court order to compel them to do so since the state’s Office of Open Records, which typically hears appeals for records requests, does not have that discretion, according to Melissa Melewsky, media law counsel for the Pennsylvania NewsMedia Association.
To be thorough, the Dispatch submitted an appeal of the county’s decision to the state.
An effort by a news outlet, The Intercept, to get the 911 call recordings from the July 13 shooting of President Donald Trump in Butler County was a rare case from a Pennsylvania county that yielded records.
After the county denied the request and the open records office denied the appeal, the national outlet elevated it to Butler County Court of Common Pleas.
There, a Butler County judge ruled in October that due to the “unique, historical circumstances … which relate to the attempted assassination of a former president,” the court determined that the public interest in disclosure outweighed the interest in nondisclosure, citing a section of the RTKL seldom considered outside a courtroom when a 911 recording or its transcript is being sought.
— Reach Mark Walters at mwalters@yorkdispatch.com.
Maj. Jessica Pruett’s life has experienced a phenomenal transformation over the past four years. The Taylorsville resident, who is the director of the Bartow County Sheriff’s Office E911, went from not being able to walk or talk to currently being at the top of her profession.
On March 12, she was named the 2024 Communications Director of the Year at the 15th annual Georgia Emergency Communications Conference’s Awards Banquet in Columbus. The GECC is a joint offering of the Georgia chapters of the Association of Public Safety Communications Officials and the National Emergency Number Association.
Everbridge, Inc., a provider of critical event management (CEM) and national public warning solutions, today announced that the City of Baltimore has deployed the Everbridge Public Safety platform, reinforcing its commitment to protecting residents and enhancing community resilience in the face of emergencies and large-scale events.
As a vibrant and diverse city,Baltimore serves as a major hub on the East Coast, home to nearly 600,000 residents and millions of annual visitors. The BMORE Alert Mass Notification System,powered by Everbridge, strengthens the city’s ability to communicate rapidly and effectively during critical situations, ensuring that individuals receive timely, life-saving information when it matters most.
“Baltimore recognizes the importance of using the latest technology to keep our community safe,” said Joey Henderson, Director of the Baltimore City Office of Emergency Management. “Everbridge equips us with a powerful platform to deliver timely and critical information to our residents, enhancing our overall emergency preparedness.”
The Everbridge Mass Notification solution enables Baltimore to reach its population through a multi-modal approach, including text, email, mobile app notifications, voice calls, TTY/TDD, and social media. This flexibility ensures that emergency messages can be disseminated quickly across multiple channels, reaching the right people at the right time—whether citywide or targeted to specific areas affected by an event.
To further strengthen its emergency communication capabilities, Baltimore has also implemented EverbridgeResident Connection, which enables city officials to draw geo-fenced shapes on a map, allowing them to accurately reach the largest number of people in those zones. This granular approach is essential for reaching vulnerable populations, including individuals with special needs, those dependent on medical devices, and residents with limited internet access.
“Everbridge is proud to support the City of Baltimore in its mission to safeguard residents and visitors,” said Dave Wagner, CEO of Everbridge. “By deploying our public safety technology, Baltimore is enhancing its ability to mitigate risk, improve situational awareness, and build a more resilient community.”
Baltimore joins a growing list of Maryland-based Everbridge customers, including hospitals, schools, public transportation systems, and local governments across Anne Arundel, Carroll, Queen Anne’s, and Prince George’s counties. Other major U.S. cities leveraging Everbridge technology include New York City, Los Angeles, Dallas, Philadelphia, Boston, and Washington, D.C.
Pictured left to right: Dep. Mark Eve, Sheriff Kurt A. Hoffman; Deps. Jonathon E. Carrier, Lynda K. Morris, Michael A. Randazzo, Sheriff Kurt A. Hoffman; Deps. Clayton W. Reese, Maxwell B. Rifkin, Houston M. Dikeman, Sheriff Kurt A. Hoffman; Dep. Yevgeny Chernyavskiy, Sheriff Kurt A. Hoffman; Group photo: Lts. Christopher M. Perz, Christohper D. Maze, Gerardo M. Carrillo, Paul T. Cernansky; Sgts. Brian J. Bercaw, Kyle M. Collison,Samuel R. Lutz,Mark T. Tuls, J. Lincoln Dilling,Eric E. Griffin, Andrew T. Prummell; Detectives Chandler M. Hartman, Evan M. Bair, Alexander J. Conly, Dwight D. Mattis; Deps. Shane M. Ayala, Devin A. Berry, Christian Cedano, Houston M. Dikeman, Gabriel B. Eckert, Christopher McConnell, Christopher McGrain, Justin G. Osinga, John C. Fandozzi, Michael H. Watson, Patrick A. Bassett, David L. Clark, Robbie L. Martin, George B. Yock; Emergency Operations Supervisor Kristen A. Williams, Communications Operator I: Keri M. Halpin, Christine A. Peterson, Dionne M. Tomkins. Not pictured: Deputies Stephen D. Brown and Angelo S. Akyan.
Sarasota County Sheriff Kurt A. Hoffman presented several awards at a ceremony on Thursday.
Deputy Mark A. Eve received the Life Saving Award for his response to a woman in distress at Siesta Key Beach whose husband was drowning. Eve recognized that the man was caught in a rip current and struggling to swim. Eve radioed dispatch, requested assistance from county lifeguards, and entered the water. He swam approximately 100 yards and encouraged the swimmer to float on his back while the deputy pulled him from the rip current and back to shore. Assistance was provided by a bystander who was an off-duty Lee County Sheriff’s Office Sergeant. Deputy Eve’s quick reaction and heroic efforts helped to save the life of this citizen.
Deputies Johnathon E. Carrier, Lynda K. Morris, and Michael A. Randazzo received the Life Saving Award for their response to a call concerning a victim of a self-inflicted gunshot wound. Upon arrival the deputies observed an unconscious victim with labored breathing, a gunshot wound to his upper left chest, and an exit wound on his lower left back. Working together the deputies removed the victim’s shirt and used a wound-sealer on the chest and back to improve breathing. The victim was taken to Sarasota Memorial Hospital by Sarasota County Fire Department (SCFD) for treatment and survived. Deputy Carrier, Deputy Morris, and Deputy Randazzo showed extraordinary dedication in this successful life saving attempt.
Deputies Stephen D. Brown, Houston M. Dikeman, Maxwell B. Rifkin, and Clayton W. Reese received the Life Saving Award for their response to a report of a possible battery. Upon arrival they found a man with a significant cut on his upper arm that was bleeding heavily after punching through a window. The deputies quickly jumped to action with Rifkin applying a tourniquet to the injured arm. Reece assisted in the application of the tourniquet while Brown retrieved more medical supplies from his agency vehicle. Then, Dikeman, Reese, and Rifkin moved the victim to a better location to accurately assess the injuries. Arriving paramedics noted that they had never seen someone survive such excessive blood loss. The quick response and collaborative work of Deputy Brown, Deputy Dikeman, Deputy Rifkin, and Deputy Reese saved this man’s arm and his life.
Deputies Angelo S. Akyan, and Yevgeniy Chernyavskiy received the Life Saving Award for their response to a call reporting a 50-year-old male suffering a medical episode near the Beneva and Proctor Roads intersection. The patient had been riding his bike in the area when the episode took place, and he lost consciousness and fell from his bicycle onto the roadway. Upon arrival Akyan found the patient unconscious, not breathing, and without a pulse. He administered chest compressions while Chernyavskiy retrieved his manual resuscitator to provide rescue breaths while compressions continued. They completed multiple rounds of compressions and breaths for approximately 6-7 minutes until EMS arrived. Just before EMS arrived a faint pulse was detected. EMS continued life-saving measures and transported the patient to Sarasota Memorial Hospital. Deputy Akyan and Deputy Chernyavskiy were praised for their efforts and undoubtedly played a role in saving the patient’s life.
The Meritorious Achievement Award was presented to the following members of the Sarasota County Sheriff’s Office for their response during the catastrophic water damage to many parts of Sarasota County during Hurricane Debby:
Special Operations Administration Lieutenant Christopher M. Perz Lieutenant Christopher D. Maze
Emergency Response Team (ERT) Lieutenant Gerardo M. Carrillo Sergeant Brian J. Bercaw Sergeant Kyle M. Collison Detective Evan M. Bair Detective Alexander J. Conly Detective Dwight D. Mattis Deputy Shane M. Ayala Deputy Devin A. Berry Deputy Christian Cedano Deputy Houston M. Dikeman Deputy Gabriel B. Eckert Deputy Christopher McConnell Deputy Christopher McGrain Deputy Justin G. Osinga
Marine Unit Sergeant Samuel R. Lutz Deputy John C. Fandozzi Deputy Michael H. Watson
Incidence Dispatch Team Emergency Operations Supervisor Kristen A. Williams Communications Operator I Keri M. Halpin Communications Operator I Christine A. Peterson Communications Operator I Dionne M. Tomkins
Agricultural Unit Lieutenant Paul T. Cernansky Sergeant Mark T. Tuls Deputy Patrick A. Bassett Deputy David L. Clark Deputy Robbie L. Martin Deputy George B. Yock
SURF (Dive Team) Sergeant J. Lincoln Dilling Sergeant Eric E. Griffin Sergeant Andrew T. Prummell Detective Chandler M. Hartman
This group, comprised of 34 SCSO members from various teams and units, worked together in response to record-breaking rainfall above 15 inches in some areas within a 24-hour period. In order to begin rescue efforts, the Agricultural Unit utilized boats and some personally owned vehicles to access areas along rivers and canals. What initially began with only the Agricultural Unit and ERT, quickly transitioned into a full-team callout which included the additional resources of the Marine Unit and the SURF/Dive Team to aid Sarasota County citizens. Additional support was then requested by other agencies and the SCSO Incident Dispatch Team played a crucial role in coordinating evacuations, keeping units updated, and organizing rescue efforts among neighboring law enforcement agencies, including the Sarasota Police Department, Florida Fish and Wildlife Conservation Commission, Venice Police Department, and SCFD. 587 evacuations and 11 animal rescues were accomplished because of the exceptional and efficient teamwork of these employees working for the purpose of public safety.
The sheriff’s office presented a certificate of recognition to Derrick Wohlfehrt for his response when a vehicle crashed into a ditch and the driver was trapped inside. Wohlfehrt is the owner of the home at the address where the crash took place. When Wohlfehrt realized that the driver was trapped, incapacitated, and could not exit the vehicle, he opened the driver’s side door and pulled the driver out of the vehicle to a safe location. Wohlfehrt’s quick thinking and decisive action were instrumental in saving the life of the driver who ultimately escaped the accident uninjured.
Sarasota County Fire Fighter/Paramedic Charles Mungovan, Daniel Loper, and Justin Snauffer each received a certificate of recognition from the sheriff’s office for their actions at the scene of a multi-vehicle accident along I-75. A white SUV had been reported traveling southbound and weaving in and out at high speeds along I-75 using the right-hand shoulder as a travel lane. The SUV, while going at full speed, then struck a semi-truck parked along the interstate. A handful of witnesses stopped to provide aid as the vehicle burst into flames with the driver still inside. Looper rushed to the aid of the driver and removed him from the burning vehicle. Snauffer and Mungovan ran to assist with carrying the driver to a safer location in front of the semi-truck. When Sarasota County Sheriff’s Office deputies arrived, Mungovan was assessing the driver’s injuries. The deputies became the direct line of communication with dispatch. The driver was transported to the hospital, treated for minor injuries, and released the next day. Because of the selfless actions of these good Samaritans — Daniel Looper, Justin Snauffer, and Charles Mungovan — the driver’s life was saved.
“This agency is proud to have so many members who are constantly giving their very best for the citizens of Sarasota County!” stated Sheriff Hoffman. “These members have applied their training and proven their commitment to our community with their heroic efforts and selfless work. We are also grateful to live in a community where good Samaritans still exist and care about their neighbors.”
“I was born and raised in Yazoo City, Mississippi. I’ve lived in Tennessee for approximately 22 years and currently live in Lebanon.”
Married, children?
“I’ve been married for 24 years and have three handsome sons, ages 22, 12 and 8.”
Education?
“Currently pursuing a Bachelor of Science in Business Administration with Western Governor’s University.”
What was your first job?
“Cashier at a fast-food restaurant.”
Why did you get into law enforcement?
“I was born with a heart to serve, and I believe this is the field of work that God sent me to be of service.”
Has law enforcement always been your career?
“Yes. I started out with Metro Nashville Emergency Communications Center and spent four years there before coming to MJPD.”
How long have you worked at MJPD?
“Seventeen years. My first job there was as a dispatcher/call-taker. I have been supervisor for approximately seven years. (Editor’s Note: Evans was named MJPD Supervisor of the Year in 2020 and 2024).”
What is the communications center?
“The Communications Center is a central facility responsible for receiving and managing emergency and non-emergency calls and coordinating the response to those calls.”
Is this 911 dispatch?
“We do not take the initial 911 call. The Wilson County 911 Center receives the initial call to verify jurisdiction and then transfers the call to the correct agency within Wilson County.”
What are your duties?
“I oversee the communications personnel; manage shift schedules, ensuring adequate staffing levels to handle call volume at all times; supervise the dispatch process to ensure the correct allocation of resources (police, fire, EMS, etc.) based on the nature and urgency of the call. I also assess staff performance, conduct evaluations and provide feedback to improve efficiency and service quality. I supervise 16 employees.”
Do you take calls as part of your job?
“Yes, this can be a part of my job should the need arise.”
What shift do you work?
“It varies sometimes due to Communications being a 24/7 operation, but most days are 7 a.m.-3 p.m.”
What generally is the percentage of emergency calls vs. non-emergency?
“I would say approximately 40 percent emergency and 60 percent non-emergency.”
Variety of calls you (or your employees) get on a typical day?
“Medical calls, reckless drivers, burglary and fire alarms, wrecks, and general crimes against persons and property.”
What is the most impactful emergency call you’ve run across in the past five years?
“It was the tornado in 2020. It was mass devastation, and each call was impactful as several people needed help that night and for several days after. The response from MJPD was amazing.”
How do people know when it’s an emergency?
“When a threat to life, health, property, or public safety requires immediate intervention. (Editor’s note: MJPD non-emergency number is (615) 754-2550, extension 0 for dispatch).”
What type of training is needed?
“Basic telecommunications training, police, medical, and fire dispatch certification, TCPR certification, NCIC and TIES certification.”
Do you supervise the Nixle notifications?
“No. This is handled primarily by Deputy Chief Tyler Chandler.”
Best piece of advice you’ve received or given?
“Always put God first and remain humble.”
Hobbies?
“Reading, playing games with my kids and listening to music.”
If you could spend an evening with anyone, past or present, who and why?
“I would love to spend an evening with Jesus Christ. I’d ask for a master class on navigating life.”
Current obsession?
“My family. It is my absolute goal right now to be a better wife, mother, daughter and sibling to my family. This means taking better care of myself.”
What do you do to relieve stress from job?
“Music is a major stress relief for me. I love all genres of music and can genuinely get lost in it. Exercising has also become a good strategy for relieving work stress.”
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.
