LENOX — The town’s plan for a $25 million public safety complex is a go.The Zoning Board of Appeals on Wednesday gave unanimous approval to the site plan for the project, paving the way for construction of the new facilities for the police and fire departments and Lenox Ambulance EMS to begin this spring. Completion is expected by the end of 2025.”I’m 110 percent in favor,” longtime ZBA member Jedd Hall said of the “long overdue” complex. “It’s a great location, a great project,” he said. “It will improve everything and streamline police and fire for public safety.”

Addressing the need for a new facility has been a work in progress for 10 years, as the police and fire departments have long outgrown their current downtown headquarters. Funding was approved unanimously by special town meeting voters in December 2022.The 5-acre construction site area is at the northeast intersection of Housatonic Street and Route 7/20 on 19.6 acres of commercially zoned and vacant woodlands that contained a gravel pit and quarry from the 1920s through the 1960s. The building will be topped by a 150-foot transmission tower for police, fire and ambulance emergency services, expanding the reach of public safety radio and wireless communications, with future capacity for any other town needs.

The Lenox Fire Station (red roof) is located next to Town Hall in an obsolete, cramped facility dating from 1909. The town’s zoning board has approved a $25 million public safety complex at the northeast intersection of Route 7/20 and Housatonic Street. Construction is expected to begin this spring.

BEN GARVER — THE BERKSHIRE EAGLE

Nearby resident Kate McNulty-Vaughan pointed out that the tower would be ideal for co-location by a wireless cellphone carrier in order to improve widespread low- and no-signal areas in the town.“It would be wonderful if we could piggyback on that to improve cell service in the town,” ZBA Chairman Robert Fuster Jr. agreed. Any wireless carrier would need a zoning board special permit and a two-thirds voter approval at a town meeting.Hall also supported the potential wireless carrier use of the transmission tower, pointing to useless signals in Lenox Dale, where he lives.Fuster called the project “excellent, very much needed” and commended Police Chief Stephen O’Brien and Fire Chief Chris O’Brien for their patience during the many years required to locate and approve a site.There are no endangered species nor wetland concerns within the purview of the Conservation Commission at the location, said Carlos Nieto, landscape specialist from Berkshire Design Group of Northampton, hired by the town to prepare the site plan.The design calls for energy-efficient, downward-facing lighting, dimmed unless triggered by sensors, sparing neighbors from any impact, he said.The only access to the facility will be a driveway from Housatonic Street opposite Caligari’s Hardware.The facility can accommodate expansion for several additional employees in each public safety department, if and when needed, said Jim Hanifan of Caolo & Bieniek Architects in Chicopee.ZBA member Kimberly Duval, who later voted in favor of the project, voiced strong appreciation for the town’s police and fire departments, but wondered “why this is necessary or prudent in any way in this climate of rising construction costs, why we need to be building a new facility, cutting down a forest, working around vernal pools and a ledge … to meet the needs of a town that’s not growing.”

Firefighter Josh Romero, left, and Deputy Chief Jason Saunders wash Engine 1 at the Lenox firehouse in June 2021. The obsolete 1909 downtown fire station, where new equipment has to be special-ordered to fit the cramped space, will be replaced by a new public safety complex soon to be constructed on Route 7/20.

BEN GARVER — THE BERKSHIRE EAGLE

Stephen O’Brien responded that “we need more space,” noting the police force is in the process of staffing up from nine to 13 and from four cruisers to six. “What we have is totally outdated, and this is the obvious way to go.”Select Board Chairman Edward Lane pointed out that four other sites for a new facility were explored. But this location turned out to be the best spot, second only to a Brushwood Farm location that was unusable because of wetland issues.He described the current Town Hall basement housing the police department as “woefully inadequate for any kind of modern police work.” Lane also noted that special firetrucks have to be acquired to fit in the obsolete 1909 fire station next to Town Hall.And ZBA member Arthur Oliver noted that “it’s easier to start over and build something new than to fix something that’s not fixable.”During public comment, resident Michael Wilser of nearby Stone Ledge Road inquired about the impact of potential blasting during construction.

Nieto said it appears blasting is not expected to be necessary.The replacement for the outmoded fire station, as well as the code-challenged police station and ambulance garage in the basement of Town Hall, will be financed through a federally subsidized, long-term 30- or 40-year loan.While there’s no plan yet for the vacated police and fire stations, Town Manager Christopher Ketchen has said that the $25 million “all-in” project cost includes provisions for necessary alterations and upgrades at those downtown sites for potential reuse.

UCF Public Safety celebrated the achievements of officers, staff members and community partners at their annual awards ceremony hosted by the former voice of the Knights, Erik Kohler.
Each year, the department recognizes winners of their life-saving and Of the Year awards — who are featured more in depth below. Winners of commendations, community partnership awards and physical abilities awards are also recognized at the ceremony.
After being nominated and voted on by their peers, winners were selected and reviewed by award committee members.
2023 Of the Year and Life-saving Award Winners
Chief Carl Metzger ’03MS (left), Clery Compliance Analyst Debbie Pope (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Civilian Employee of the Year: Debbie Pope
Debbie Pope has one of the most difficult positions in the department, yet seems to manage it with ease and grace. She studied vigorously to attain her Clery Compliance Officer Certification — becoming the first person to ever achieve this prestigious status at UCF — and has successfully created and launched a Clery Compliance Webcourses training module. To determine who needed to take this required training, she led the effort for the Campus Security Authority (CSA) Identification project, working alongside HR and Compliance to review thousands of job codes at UCF to identify potential CSAs on campus. Pope is fiercely passionate about coordinating fundraising events to support Special Olympics and has worked with them on both a local and national level to bring ideas and enthusiasm to their mission.
Civilian Supervisor of the Year: Michael Charles
Dispatch Supervisor Michael Charles. (Photo courtesy of the UCF Police Department)
Michael Charles has been a part of the public safety team for more than 20 years, consistently leading by example. With staffing shortages plaguing the UCF Police Department (UCFPD)’s Communications Center, he was always available to cover shifts, even canceling a weeklong planned vacation to assist with coverage. He racked up over 400 hours of overtime, with more than 50 12-hour shifts. Charles has provided critical training to several new dispatchers, often while also taking calls on night shift, and regularly checks in with his teammates both personally and professionally.
Chief Carl Metzger ’03MS (left), officer Roman Watkins (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Crisis Intervention Officer of the Year: Roman Watkins
Mental health is a growing concern, as we have seen those in our community struggle more than ever before. Officer Roman Watkins has been involved with multiple de-escalations, with the most noteworthy one being his response to a student who was threatening to jump off of a campus parking garage. Once on scene, Officer Watkins established a rapport with the individual by listening to what was troubling him. The student agreed to a voluntary Baker Act but was worried about his family not being able to contact him. Officer Watkins went above and beyond and, after getting permission, contacted the student’s mother to tell her where he would be and how she could get ahold of him.
Chief Carl Metzger ’03MS (left), dispatcher Tiffany Ortiz (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Dispatcher of the Year: Tiffany Ortiz
Dispatchers are an invaluable asset that not only affect their agency and its officers, but also members of the public who depend on that voice on the other end of the phone in an emergency. Since joining UCFPD in 2022, Tiffany Ortiz has made a significant impact in the two years she has been here. She is always willing to fill in due to staffing shortages and recently earned a certification to assist with training new dispatchers. Ortiz received several nominations, all of which praised her calm demeanor and ability to relay information quickly and effectively, often before officers even ask.
Chief Carl Metzger ’03MS (left), officer Matheus Flores (left middle), officer Jeffrey Hopkins (right middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
DUI Officers of the Year: Matheus Flores and Jeffrey Hopkins
It’s up to all of us to keep our roads safe, and UCFPD is committed to stopping impaired driving on campus and in the surrounding area. The DUI Officer of the Year award is given based on statistics, and this year was a tie between officers Matheus Flores and Jeffrey Hopkins, who both had five DUI arrests each in 2023. While this number may not seem exceptionally large, these types of arrests are often limited due to UCFPD’s jurisdictional boundaries and participation in county-wide details. Impaired drivers can forever change the lives of hundreds of people in a fatal crash, but because of the efforts of these two officers, 10 of them never had the chance.
Chief Carl Metzger ’03MS (left), officer Matheus Flores (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Field Training Officer of the Year: Matheus Flores
UCFPD has high expectations for their new officers and provides them with a robust training program that includes eight weeks of classroom work followed by three months of field training with an experienced officer. Officer Matheus Flores consistently volunteers every rotation, whether for a full phase or just for a few days to give other field training officers a break. He is a wealth of knowledge for our new officers due to his experience on patrol, and brings a unique perspective to the role thanks to his stint with the Metropolitan Bureau of Investigation.
From left to right: Maj. Derrick Stockdreher, Chief Carl Metzger ’03MS, officer Lee Smith, Deputy Chief Robin Griffin-Kitzerow, Cmdr. Pete Osterrieder. (Photo by UCF Public Safety)
Officer of the Year: Lee Smith
It was clear from the start that when officer Lee Smith joined UCFPD, he had an immeasurable heart of service and a willingness to always try to do the right thing. He excelled in 2023 — from becoming a patrol investigator and Field Training Officer to receiving his certification as a drone operator. He found his niche by enforcing traffic laws on our campus and holding violators accountable for dangerous driving, which is critical to public safety on a campus with thousands of vehicles and pedestrians every day. In 2023, Smith completed 780 traffic stops, issued 683 traffic citations and made 28 traffic-related arrests as a result. Due to his enforcement, he effectively changed the driving patterns of our campus community to a safer and law-abiding environment.
Chief Carl Metzger ’03MS (left), Luz Garcia (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Partner of the Year: Luz Garcia
Luz Garcia is responsible for keeping UCFPD in tip-top shape. She always has a smile on her face and is kind to everyone she meets. Often required to work holidays and over breaks, she goes out of her way to ensure everyone has what they need and isn’t afraid to alert her supervisors if she notices something wrong in the building. One nomination cited an example when she came rushing over to help clean up a spill and insisted the person leave to go pick up their child from school while she took care of the mess.
Chief Carl Metzger ’03MS (left), officer Andres Carbone (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Rookie of the Year: Andres Carbone
Although law enforcement is not new to officer Andres Carbone, in his brief time here at UCF he has quickly become one of the most proactive officers in the agency. As a Drug Recognition Expert, he consistently volunteers his time for DUI cases and frequently assists in setting up training for his squad. He has worked closely with our detectives on cases to sharpen his investigative skills and has expressed interest in threat management training. Officer Carbone has brought experience from previous agencies and applied it to ours, contributing to the success of our department and officers.
Chief Carl Metzger ’03MS (left), Sgt. Pete Stephens (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Sworn Supervisor of the Year: Pete Stephens
Sgt. Pete Stephens officially oversees a small team of civilian employees but also supervises countless officers working traffic and special event details. Often called the “backbone of the department” and the “hardest working guy in the building,” he is pivotal in ensuring campus events are staffed, often volunteering for details himself when there are not enough officers to fill spots and providing extensive manual labor to ensure successful and safe events. He is incredibly busy, but always willing to lend a hand or support his team. Stephens is an exceptional problem-solver — probably due to his love of puzzles and Wordle — and always willing to work with others to produce creative solutions to issues.
In addition to their regular duties and case load, this remarkable four-person team has maintained and built relationships with campus and community partners, presented and attended several conferences and meetings across the state and more. (Photo by Jordan Smith)
Team of the Year: Threat Management (Bianca Becker, Allura Bennett, Delaney Kirwin-Moore, Frank Imparato)
Keeping the UCF campus safe and secure is a big job, and one we do not take lightly at UCF Public Safety. That’s why we assess all potential threats and persons of concerns that are reported to us and the university. For the past year, this four-person team has a true passion for the work they do. They were instrumental in maintaining the level of care and service the team is expected to, while also developing it for the better. These individuals have maintained and built relationships with campus and community partners, presented at 12 different college campuses, attended the Master Trainer program, presented and attended several conferences and meetings across the state — all on top of their regular duties and case load.
Chief Carl Metzger ’03MS (left), Sgt. Alan Elliot (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Life-saving award: Alan Elliot, Katie Marts, Dan Ryley
A student sustained life-threatening injuries after crashing headfirst into a brick wall while riding an electric scooter near the Recreation and Wellness Center. Sgt. Alan Elliot and officer Dan Ryley were able to provide aid while waiting for Orange County Fire Rescue to arrive, including clearing the patient’s airway several times and applying direct pressure to his wound. Officer Katie Marts was also on-scene to check for any additional injuries and provide support. The patient was ultimately transported as a trauma alert to the hospital in critical, unstable condition, where his family was told that he likely would not have survived without the aid provided by officers.
Chief Carl Metzger ’03MS (left), officer Anthony Mancuso (middle) and Deputy Chief Robin Griffin-Kitzerow (right). (Photo by Jordan Smith)
Life-saving award: Anthony Mancuso
When a fatigued student crashed into a light pole on campus and flipped her vehicle, officer Anthony Mancuso sprang into action. The student was uninjured in the crash, but fluid was leaking from the car with live wires nearby. After assessing the situation, Mancuso quickly began punching the windshield with only a gloved hand to rescue her and suffered significant cuts in the process. He was later transported to the hospital and received several stitches.

{KXLG -Roberts County, SD} South Dakota Attorney General Marty Jackley congratulates the 20 students who will graduate from the state Basic Telecommunicator Certification Course on Friday. Including Katerina Lykins from the Roberts County Sheriff’s Office and Janie Luper from the South Dakota State University Police.These students represent 15 different law enforcement or communication centers statewide, and Friday’s graduation will complete a two-week course for them.”These new telecommunicators will be among the first voices people hear when they call 911 with an emergency,” said Attorney General Jackley, who will be the guest speaker at Friday’s graduation. “Their role is invaluable since they are the ones who relay emergency information to first responders.”The two-week course includes training and hands-on exercises on issues such as public safety telecommunications, how to respond to questions from the caller, how to handle both emergency and non-emergency calls for service, and how to prioritize multiple incidents at once.The members of the 74th session of the Basic Telecommunicator Certification Course and their law enforcement organization are:- Bailee Ackerman, Butte County Sheriff’s Office.- McKenzie Bachmann, Winner Police Department.- Amber Ball, Spearfish Police Department.- Parker DeRouchey, Meade County Sheriff’s Office.- Collette Fickbohm, Butte County Sheriff’s Office.- Colette Habbena, Spink County Sheriff’s Office.- Brooke Jensen, Edmunds County Sheriff’s Office.- Katelyn Keller, Mobridge Police Department.- Samantha Kruger, Metro Communications.- Emelia Larsen, Pennington County Emergency Services Communication Center.- Gina Nenstiel, Spearfish Police Department.- Kevin Oberbroeckling, Charles Mix County 911 Sheriff’s Office.- David Petrick, Charles Mix County 911 Sheriff’s Office.- Ashley Pinkelman, Clay Area Emergency Communications.- Julia Pittman, Huron Department Public Safety/State Radio.- Shanden Reiners, Lincoln County Sheriff’s Office.- Madeline Schreier, Metro Communications.- Joseph Stiegel, Lincoln County Sheriff’s Office.Instructors for the course were staff from the state Division of Criminal Investigation’s Office of Law Enforcement Training, part of the Attorney General’s Office; experienced 911 telecommunicators from across the state; and public safety stakeholders. Friday’s graduation starts at 3:30 p.m. in the George S. Mickelson Criminal Justice Center in Pierre.

Pettis County GIS Director James Theisen was awarded Information Technologist of the Year by the Missouri Public Safety Communications Conference (MPSCC). This recognition reflects Theisen’s dedication and contributions to the field of emergency communications.
Having served Pettis County for over three decades, Theisen has demonstrated unwavering commitment and expertise in his role as GIS Director. His approach and technological prowess have significantly enhanced the efficiency and effectiveness of public safety communications systems throughout the region. Director Theisen also serves as the Commission representative on the Pettis County Joint Communications 911 Advisory Board.
In light of this achievement, Presiding Commissioner Bill Taylor remarked, “The Commission appreciates all of James’s hard work and he is well deserving of this honor.”
The Pettis County Commission extends its heartfelt congratulations to James Theisen on this well-deserved honor and looks forward to his continued contributions.

[embedded content]BARNSTABLE – Amid major increases in emergency call volumes, the Barnstable County Sheriff’s office is planning expansions to its 911 Regional Emergency Communications Center.
The center has been in operation on Joint Base Cape Cod since 2007, handling calls for the majority of fire departments in the region, according to the department.
With rising operational costs and staffing challenges, utilizing a larger regional dispatch that can be shared among even more communities has become more attractive in recent years, says Sheriff Donna Buckley.
“It is my goal to expand our existing capacity by enlarging the dispatch center, so we can accommodate as many new departments as possible,” Buckley said.
Two new additions to the department’s staff will assist in the effort. Deputy Chief of Communications Tom Ashe has been promoted to Chief of Emergency Communications and David Zack has been hired to serve as Director of Emergency Communications.
There’s no timeline yet on when a new center could be up and running, but Buckley said they have made significant progress in determining what kind of space they would need to potentially serve the region at large.
Constrained infrastructure amid higher response volumes is a concern being echoed by police and fire departments across the Cape, including the Barnstable Fire Department, which is seeking to build a new, bigger station soon as the community’s population increases. 

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.
The application process is open now through April 12.
“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.
Contact: Ryan Mosier 24-Hour: 800.559.3853
View original content here.

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.Glasgow offers an hourly wage ranging from $16-$16.50 per hour, according to the city’s website.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. Copyright 2024 WBKO. All rights reserved.

Tech

Emergency dispatchers are using AI and cloud-based tools to help those in need faster

Leila Jordan

2024-03-11T14:15:23Z

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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 problemAlex 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 centersAI-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.Barriers to modernizing emergency techThere are some concerns about using AI in the 911 workflow. Emergencies need to be handled with great care, as they’re often highly sensitive and complex. AI is still a fledgling technology susceptible to making mistakes and reproducing bias from the data it’s trained on.”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.
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By Alex VargasLincoln Journal Star, Neb.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.

Reach the writer at 402-473-7254 or avargas@journalstar.com.On Twitter @Alex_Vargas1994___(c)2024 Lincoln Journal Star, Neb.Visit Lincoln Journal Star, Neb. at www.journalstar.comDistributed by Tribune Content Agency, LLC.

Construction of a new radio tower in Isabella County that will improve first responder communications is expected to begin in the coming weeks.Isabella County commissioners last week paid a third milestone of $439,746 to Motorola for the project, which is being funded by the state.
Isabella County Sheriff Michael Main said construction on the tower, which will be located at Isabella County Central Dispatch at Isabella Road and Preston Street, is expected to begin within the next 45 days.
Main said the appropriation of $4.8 million by the state for a new radio tower came after first responders in Isabella County had difficulty communicating in big-box stores, buildings on the campus of Central Michigan University, heavy construction-style buildings, schools and Saginaw Chippewa Tribal entities.
State Sen. Roger Hauck, R-Mt. Pleasant, helped appropriate the money during his second term as a state representative, Main said.
Hauck was instrumental in getting the funds to the county for better communications for police, fire, ambulance, emergency management, public works and major medical facilities in the county, Main said.
The $4.8 million was appropriated to the county to build a 195-foot monopole structure at central dispatch.
That location ties into the county’s existing communications tower, which is owned by the state, and when complete will create a loop between the existing tower, the new tower and a tower located in Midland County that’s near Shepherd, Main said.
The project might require the purchase of smaller antennae on some buildings to ensure a signal is being received, according to Main.
“It is anticipated that this loop and new tower will create an appropriate level of communication in the structures throughout Mt. Pleasant, Union Township, the CMU campus and the Tribal business and government buildings,” Main said. “We are also looking at making sure we have appropriate coverage within the Shepherd and Beal City schools with this project.
“This could require some additional smaller antennae on their buildings to assure the signal is being received through the buildings.”
Main anticipates additional funding to refresh all of the law enforcement mobile and portable radios throughout the county.
“Currently, the majority of radios being used by law enforcement are at the end of life and are not being supported for service any longer,” Main said. “The refresh will assure that law enforcement has the ability to communicate with no delays or connectivity failures.
“All of the existing radios will be provided to fire and other public safety partners to provide them additional communication improvements.”
Currently, work has been completed on the design and purchase of the necessary items for the project, which is expected to be completed during the last quarter of this year, Main said, adding that the new tower will provide better, safer and more effective services for everyone who lives, works or travels in Isabella County.

Funding will support 34 nonprofit and government agencies across the company’s Indiana service territory
PLAINFIELD, Ind., March 7, 2024 /3BL/ – First responders across Indiana, including local police, fire and emergency management agencies (EMAs), will benefit from more than $200,000 in grants from the Duke Energy Foundation. The funding will help public safety agencies increase their response capabilities during severe weather and other emergencies through advanced preparation, planning, equipment and training.
“When severe weather strikes, we rely on strong partnerships with local emergency management and law enforcement agencies to effectively respond and restore power in affected communities,” said Stan Pinegar, president of Duke Energy Indiana. “These grants will help give first responders the tools and training they need to respond to any emergency.”
During major emergencies and natural disasters, local emergency management agencies play a critical role in providing information, resources and support that Duke Energy relies on to speed power restoration for its customers.
“Successful preparedness, response and recovery requires a community approach,” said Sean Stoops, chief of the Avon Police Department. “We envisioned equipping all of our patrol vehicles with automated external defibrillators (AEDs). With the support of Duke Energy and other community partners, we were able to bring that goal to fruition, purchasing 35 AEDs that our officers can use to deliver life-saving measures to a person in cardiac arrest.”
Grants were awarded to the following organizations:
Bartholomew County EMA
$8,000 to purchase new water rescue equipment, including a new motor for an airboat
Bartholomew County Sheriff’s Office
$5,000 to support public safety measures and preparations ahead of the total solar eclipse on April 8, 2024
Brown County EMA
$5,500 to help equip a Brown County EMA emergency operations center with computers, monitors, software and other electrical components
Cass County EMA
$4,000 to sponsor a hazardous materials technician certification course
City of Brazil Fire Department
$7,500 to support the department’s efforts to promote its “Free Smoke Detector Program”
City of Clinton Fire Department
$7,000 to support the department’s water rescue unit with the purchase of a sonar unit, anchors, throw bags and medical items
City of Delphi Police Department
$6,500 to support the purchase of a vehicle that can access trails and other confined areas in emergencies
City of Greencastle Fire Department
$7,500 to support emergency preparedness and training
Clark County EMA
$2,750 to purchase a rescue boat that can be used during water rescue emergencies
Crawford County EMA
$2,750 to provide weather radios to local residents
Fayette County EMA
$10,000 to purchase portable, two-way radios and firefighter breathing apparatus
Floyd County EMA
$2,750 to provide weather radios to local residents
Fountain County EMA
$2,205 to purchase safety cones that can be used to block restricted areas
Franklin County EMA
$10,000 to fund new equipment and training, including an unmanned aerial vehicle with thermal and infrared technology, water rescue equipment, and mass sheltering items such as cots and personal care kits
Fulton County EMA
$5,000 to conduct a hazardous materials tabletop exercise
Gibson County EMA
$11,000 to provide education and training for first responders
Hamilton County EMA
$10,000 to enhance community outreach and preparedness education
Harrison County EMA
$2,750 to purchase an unmanned aerial vehicle that can be deployed in planning and response operations
Huntington County EMA
$5,000 to purchase various supplies and equipment, including uniforms
Jefferson County EMA
$2,799 to purchase an unmanned aerial vehicle
Jennings County EMA
$5,000 to equip the department’s disaster response vehicle with a thermal imaging camera and provide weather alert radios to local residents
Knox County EMA
$11,000 to purchase cots and amenities for displaced residents during emergencies
Lawrence County EMA
$5,500 to purchase a generator that can provide back-up power to a Lawrence County EMA facility in an emergency
Monroe County EMA
$5,500 to provide weather radios to local residents
Montgomery County Emergency Response Team
$6,785 to support the purchase of a small, enclosed trailer equipped with thermal blankets, cooling towels, an electric kettle, instant hot packs, an electric heater and other supplies that support firefighter rehabilitation
Orange County EMA
$5,500 to provide weather radios to local residents
Scott County EMA
$2,750 to purchase an unmanned aerial vehicle
Switzerland County EMA
$9,000 to purchase firefighter equipment
Tippecanoe County Surveyor’s Office
$6,510 to purchase rescue helmets
Town of Avon Police Department
$22,000 to equip patrol vehicles with AEDs
Town of Cambridge City Fire Department
$3,500 to purchase new firefighter boots
Town of Converse Volunteer Fire Company
$10,000 to purchase a thermal imaging camera
Town of Dunreith Fire Department
$4,000 to purchase new firefighter boots
Washington County EMA
$2,750 to provide weather radios to local residents
Duke Energy Foundation
The Duke Energy Foundation provides philanthropic support to meet the needs of communities where Duke Energy customers live and work. The Foundation contributes more than $2 million annually in charitable gifts to Indiana and is funded by Duke Energy shareholder dollars. More information about the Foundation and its Powerful Communities program can be found at duke-energy.com/Foundation.
Duke Energy Indiana
Duke Energy Indiana, a subsidiary of Duke Energy, provides about 6,300 megawatts of owned electric capacity to approximately 890,000 customers in a 23,000-square-mile service area, making it Indiana’s largest electric supplier.
Contact: McKenzie Barbknecht24-Hour: 800.559.3853
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Daily Hampshire Gazette – Belchertown eyes regionalizing dispatch services with Wilbraham

The City of Ripon is looking to replace the outdated technology necessary to provide dispatch services from the Ripon Police Department.On Tuesday, the Ripon City Council will look to approve and authorize the purchase of radio tower equipment for the Channel 1 update. This item and more will be part of the agenda for the 6 p.m. monthly session inside the Council Chambers, 259 N. Wilma Ave.
The Ripon Communications Center, along with Ripon police, handles dispatch services for both the Escalon Police Department and the Lathrop Police Department. While Ripon and Escalon shared Channel 1 for radio communications – the outdated T-1 point-to-point link – Lathrop was monitored on a separate channel. “Based on this set up, the Ripon Communications Center was monitoring two radio channels,” the staff report. To further complicate matters, the T-1 connection between Ripon and Escalon was permanently disconnected by the provider, TPx Communications, which was moving away from the outdated technologies. Ripon police, unaware of that until two weeks prior to the disconnection, still needed to provide 911 emergency services, with no possibility of an extension from TPx Communications. La Rue Communications stepped in to provide an additional channel in the Ripon Communication Center – Ripon, Escalon, and Lathrop communications were now on separate channels. In September, La Rue Communications installed a converting analog to digital device, with hopes that Ripon and Escalon could go back to sharing Channel 1.
That device, local police noted, proved to be unreliable, randomly shutting down at various times while causing public safety issue due to not being able to communicate with Escalon. La Rue Communications recommended the replacement / upgrade of equipment for the Ripon Communications Center’s radio Channel 1, with the cost not to exceed $119,304 – paid via the General Department Capital Fund. The Escalon Police Department, in addition, will reimburse the City of Ripon for 50 percent of the cost ($7,531) for the Zetron hardware and software coupled with the cost of labor for the installation.

Door County Emergency Services photo.

Sen. Tammy Baldwin (D-Wisconsin) announced this week that the County of Door would receive $3.9 million for the upgrade of its public safety radio system that assures all peninsula residents and visitors can contact emergency personnel when they need them. 

The county is in the beginning stages of a full-system upgrade to its communication infrastructure that consists of 12 towers (four county-owned and eight co-located). The new upgrade will add eight towers (two co-locations and six new builds) to get appropriate coverage percentages per municipality, according to a Feb. 7 memo from Ashley DeGrave, Door County technology services project manager. 

The project will be broken into three phases: land acquisition/site testing; civil/shelter/site work and tower construction; and FCC licensing acquisition and tower/radio equipment purchasing and implementation.

The total project cost for all three phases is estimated at $25,609,680.08. The county’s last full-system update was in 2013. 

“Wisconsinites deserve to be safe in their communities, and I am proud to have secured nearly $4 million to help Door County update its public safety radio system – making it easier for public safety leaders to communicate, respond to emergencies, and protect our neighbors,” Baldwin said in a statement. 

In total, Baldwin secured $211 million for projects in Wisconsin in the bipartisan Fiscal Year 2024 government funding package, seven of those, including Door County’s, in Northeast Wisconsin.

MONROE COUNTY, N.Y. — 911 calls in Monroe County were impacted for a little over half an hour Saturday morning due to the failure of a backup system during construction at the Route 390/Scottsville Road interchange.Normal 911 functions had been restored as of 3 p.m., the county reported Saturday afternoon.The county reported that at about 7:05 a.m., a Frontier Network redundant system failed to engage during a planned fiber cable disconnect for the construction. The Frontier re-route switch for the 911 calls should have activated once the disconnect happened, but it did not — and callers may have received a fast-busy signal from 7:05 to 7:40 a.m.At 7:40 a.m., all 911 calls in Monroe County, including the city of Rochester, were re-routed to the 911 center in Livingston County and are now being handled by Ontario County. they transfer those calls to the Rochester/Monroe County Emergency Communications Center for dispatch. According to the county, calls can take a few minutes to be routed through this extra step, so callers were encouraged to stay on the line. According to the county, dispatch systems to emergency services were not impacted.Crews from the county’s Department of Environmental Services worked with Frontier Communications to re-route the fiber circuit to re-establish the connection to the 911 Center. They also were both working with the county’s Information Services department to reestablish the backup network path.
For Related Stories: 911 technology  Frontier  Environmental Services  Monroe County

DURHAM, N.C. (WTVD) — When there’s an emergency in Durham, the city’s 911 center is typically the first to know, but if something were to happen to the communications center located on Main Street, officials need an official backup.”We want to make sure that when that caller is dialing 911 and they need resources, that there’s someone there,” Durham Emergency Communications Center Director Randy Beeman said.The City of Durham is required to have an official alternate routing partner for 911 calls, according to the NC 911 Board.Beeman said the center has had an informal emergency backup relationship with the Raleigh-Wake Emergency Communications Center, but the City of Fayetteville is the best match for a formal partnership.”The City of Fayetteville is naturally similar in size as we are,” he said. “Also from a radio operational standpoint, we have a great opportunity here with working with similar radio systems … we also have the same (CAD software). So, therefore, managing calls, taking the calls, processing the calls are very similar.”There is no financial cost or impact to executing an interlocal agreement, according to Beeman.He clarified to the City Council on Thursday that the need for a backup wasn’t because of a staffing issue.”It is for when our center is incapacitated,” Beeman said, meaning they cannot receive calls nor can they dispatch. “Those are those rare circumstances. Staffing wise, we continue to move forward in our staffing.”The City Council decided to revisit the item at the next council meeting.Copyright © 2024 WTVD-TV. All Rights Reserved.