Article Archive

Return to Search Page
Return to Results Page

Article Not Displaying Correctly?
Click Here

Genesee County, NY 9-1-1 call center is interoperable

A call comes into an emergency dispatch center late at night. A car full of people needs help. They’re lost in a rural setting with no street signs, streetlights, houses or cars passing by. The call is from a wireless phone. There are no discernible landmarks the caller can provide to help responders find the location. How do you get emergency staffers to the right place quickly to help?

This is a dispatcher’s worst nightmare. The most important question for emergency 9-1-1 (E9-1-1) staff to answer as quickly and as accurately as possible is: Where is your emergency?

As the nation moves forward, county by county, state by state, into a new level of response compliance, where cell phones can be tracked by dispatch centers, the next question becomes, “What technologies are available to make this happen?”

Genesee County, NY Sheriff’s Office provides a model for other agencies to follow. The department spent two years designing, building and equipping a state-of-the-art 9-1-1 center. Its technology hub is its computer-aided dispatch (CAD) system, from Michigan-based New World Systems. What is so unique about Genesee County’s system is that the CAD and geographic information system (GIS) software is tightly integrated. Embedded directly into New World Systems’ Aegis® CAD, ESRI’s ArcGIS Server technology provides the sheriff’s office the ability to leverage the county’s existing GIS investment with easily maintained, completely integrated CAD maps. In addition, the system uses Microsoft.NET™ 3.0 Development Platform, Microsoft Back Office Suite, Web services in a service-oriented architecture (SOA), Global Justice XML Data Model (GJXDM), and SQL Server® 2000/2005/2008. It also integrates Wireless Phase II data from Motorola and PlantCML’s VESTA Pallas E9-1-1 call-taking system solution.

With the help of integrated automatic vehicle location (AVL) in Aegis CAD, the sheriff’s office’s seamless enterprise platform achieves a true “closest car concept” in real time for emergency calls. For any emergency call, the nearest law enforcement vehicle, regardless of the jurisdiction, is deployed. This requires understanding where vehicles are for multiple jurisdictions using one system.

Meeting Phase II compliance with a GIS-based CAD platform

In 2005, the Genesee County Sheriff’s Office applied for a New York state funding grant to upgrade its E9-1-1 center to achieve Phase II federal compliance. Phase II compliance, mandated by the Federal Communications Commission (FCC), requires 9-1-1 call centers to retrieve not only the cell phone number that is dialing 9-1-1 and the cell tower sending the phone transmission, but also the latitude and longitude of the caller. Two methods for tracking these calls exist. The first is GPS-enabled phones that provide a hardware-specific location of the phone; the second involves using triangulation analysis based on cell tower signal strength. The department demonstrated how it would maximize grant funds to build a state-of-the-art communications center linking numerous technologies into one system. The result was a $2.6 million grant from New York State Wireless 9-1-1 Expedited Deployment Funding to support the project.

“The nice thing about this was, Genesee County had been planning for some time to build a new sheriff’s office building and administration center,” Steven C. Sharpe, Genesee County’s director of emergency communications, said. “So when we received the grant funding, it allowed us to leverage the other funds we had associated with the capital fund projects for the building, and we were able to upgrade to wireless Phase II and incorporate that upgrade into a new building. Using those funds, we were able to achieve what is here today. We were able to stay under budget and build an all-in-one system.”

After two years of planning, configuration and implementation services, Genesee County went live with the Aegis CAD system, which leverages the county’s GIS as a cross-departmental integration platform for daily operations. The sheriff’s office achieved this state-of-the-art CAD implementation because of New World’s unique use of ESRI technology within its public safety system. The tightly integrated spatial data and applications are used for planning, analysis, response and post event study.

The 9-1-1 center also features a video wall from Activu that incorporates the AVL and Pictometry from the Aegis CAD, television, video surveillance and other networked resources into an integrated display that allows dispatch managers to quickly assess a situation. The center also incorporated a new integration between Motorola Centracom Gold Elite Radio on a trunked 800 MHz network and PlantCML VESTA Pallas. Dispatchers use one mouse to control both their phones and their radios. The trunked network allows dispatchers to address various groups simultaneously and patch multiple frequencies together.

Data from several entities is available to dispatchers. Databases from numerous jurisdictions are accessed and integrated within the county’s CAD/GIS including the county’s Health Department, Real Property Department, and an addressing database maintained by the sheriff’s office. Dozens of spatial data layers are managed using the system, including digital orthophotography; land parcels, address points, streets, hydrants, jurisdictions and railroads; major roads, throughways and state highways; rivers, streams and lakes; law enforcement beats, emergency management service (EMS) districts and fire service areas; incorporated and unincorporated areas; zip codes; as well as city and county boundaries. All of this information is easily available from a single application, the Aegis CAD, providing dispatchers an optimal environment for analysis when seconds count.

How It Works

A person dials 9-1-1. The E-9-1-1 system then routes a call to the public safety dispatch center. The system provides the Aegis CAD with location data so the dispatcher knows where to direct resources. Although location data is given, the dispatcher will still ask for address verification if, for instance, the call is coming from a nearby site rather than the location of the emergency.

When the dispatcher enters an address, the GIS server interfaces with the CAD business logic engine—which systematically processes information based on a client-configurable or client-specified algorithm—to consume geoprocessed data variables, such as unit type, call type, beat or response area parameters, to handle specialized tasks. The Aegis CAD determines all of the variables involved in the critical situation, processes the data, and provides a quick solution to dispatchers. The dispatcher then automatically receives a resource recommendation that can include one or several units.

Multiple layers of data and numerous systems route the fastest, most effective response possible; including an address point layer maintained in the CAD. Genesee County maintains roughly 30,000 addresses within its system. Once the location is pinpointed, an exact GPS position of the call goes through the department identifier algorithm process, which automatically notifies the dispatcher what police, fire or emergency medical service district the call is coming from.

After the location is determined, another GIS polygon layer shows the dispatcher the appropriate alarm zone so the right station is signaled for response. The dispatcher takes the nature of the call, such as a structure fire, and ties it to its GPS location to indicate its polygon, and that polygon relates to a response by the appropriate fire department. The automated processes between the tightly integrated GIS and CAD systems let the dispatcher rapidly understand, based on the incident criteria, time of day, and available units, exactly what agencies, vehicles, staffing and resources should be deployed for the specific incident address.

The benefits of this system for fire response are numerous. “Because we have either the residence or the wireless location of the caller, the CAD shoots through those layers and instantaneously determines the level of response from the appropriate agency,” Sharpe said. “It also allows the dispatcher to see the map display, along with incident data, on-screen. While they’re dispatching, they can relay additional details if needed. From receiving a call to getting the location and the incident type, it should all happen in about 30 to 35 seconds. Then we know what the appropriate response is.”

The ArcGIS server component embedded in Aegis CAD then interfaces with the CAD workflow engine, which has the ability to track whether units are on scene, en route or available, to assist dispatchers in managing unit assignments, as well as availability when new emergency calls are received. The GIS-enabled CAD graphically displays units and describes their status on a map: In Service (Available); En Route; On the Scene; Out of Service; En Route to Hospital; or In Pursuit.

The spatial database also warehouses law enforcement and fire / rescue personnel rosters, dispatcher user details, fire apparatus, police unit information and more.

During an event, the map user interface provides dispatchers with an intuitive method to view visualized data, pan and zoom on the map, and point and click to drill down to additional data. The dispatcher can also enter data using a command line field within the CAD interface. Dispatchers use three separate monitors for the map display, the primary workspace displaying call details and command line interface, and a unit status workspace.

After the dispatcher ends the call, the county’s New World Systems Aegis® Records Management System receives incident data directly from the CAD through a seamless and paperless automated process. It also provides functionality to query transactions for historical analysis. Users send a query to the Aegis Records Management System (RMS); GIS correlates spatially referenced RMS records with new CAD incident data; and the new information is returned to provide real-time, comprehensive situational awareness. For instance, historical information for a location shows if numerous incidents have occurred there and as a result, can enable responders to be better prepared to manage the present incident.

Real-World Examples

The Genesee County Sheriff’s Office dispatches the sheriff’s office, New York State Police, City of Batavia Police, Corfu Village Police, and 18 fire and EMS agencies countywide. The center receives roughly 30,000 9-1-1 calls a year, with nearly 70% of those calls from wireless cellular phones. The entire system, including the Aegis CAD with embedded ArcGIS technology, has proved its merit time and time again, whether it’s handling emergency medical services, law enforcement, fire or other types of emergencies.

The system’s first big test came on Jan. 30, 2008. The county braced for a night of wet, heavy snow. The Genesee County Sheriff’s Office was flooded with calls of power outages, car accidents other emergency calls that not only tested the county’s first responders, but the new system as well. One particular stretch of the interstate highway, I-90, had multiple cars that were stranded on the side of the road. Fire and EMS responders had to use snowmobiles to cart out food, blankets, water and other supplies to the stranded individuals. “With everything we threw at the Aegis CAD system, it survived, and it was pretty amazing,” Sharpe said.

The system passed the first test with flying colors. “Coordinating that effort and watching all those calls, we were able to monitor everything that was going on in the county with one-stop shopping using the map that was on the video wall in dispatch,” Sharpe said. “We were able to look at the map, see all the incidents graphically displayed, and then decide where to move resources. We had to prioritize where to send staff and supplies to provide the best service—to protect life and safety. That’s why GIS was and is so important.”

On June 10, 2008, at about 2 p.m., suspects fleeing the scene of a burglary were being followed by a citizen who phoned 9-1-1 to report the incident.

“We had a burglary in progress,” Sharpe said. “One of the callers decided to follow the suspects, and we were able to follow the caller using the rebid process (where the PSAP electronically requests the wireless device to retransmit its location) to determine the caller’s new cellular phone location while he was following the suspect. Dispatchers used the updated Phase II data, and AVL to set up a cordon that basically trapped those two individuals.”

As the call came in, the caller’s location was displayed in real time via the computer map. With a click of a button, the nearest available units were depicted while the in-vehicle computer terminals, also displaying GIS-based data via the map interface, provided AVL data for their locations. The visual map interface showed the caller location in reference to responding patrol units. Senior Dispatcher Gary Diegelman contacted neighboring jurisdictions to set up a roadblock to detain the suspects, while Dispatchers Larry Buck and Barbara Eddy tracked the pursuit.

The system allowed for apprehension of the criminals in a timely manner. “Within 10 minutes of the suspects exiting the vehicle, we had a deputy on the scene and had them in custody,” Sharpe said. “You can’t beat that. Without the system we have in place today, we could have been looking for hours because they were in a wooded area.”

In another incident, on June 22, 2008, two people got lost after a concert while driving back home through unfamiliar territory late at night. They drove into a heavily forested rural area with no nearby streetlights, homes or cars. After driving for hours lost on dirt roads, the couple finally phoned 9-1-1 for help.

With the Phase II-compliant system in place, the dispatchers could immediately locate the caller’s latitude and longitude based on the cell phone’s GPS signal. The Phase II data was instantly sent to the Aegis CAD and plotted so the dispatcher was able to tell deputies where to locate the caller.

Using aerial photography as a base map with the caller’s location overlaid on the computer, the dispatcher could see visualized data such as natural landmarks and dirt roads, where the caller was, and the location of dispatched vehicles in real time by taking the caller information and AVL data, then putting it on one map with street and other static data. All of this was achieved within the Aegis CAD application, eliminating the need to open separate mapping applications. This allowed both dispatchers and responders to reduce the time needed to locate the caller.

Senior Dispatcher Jim Tripp summed up the impact of the total integration best: “I strongly feel in this case had it not been for the technology that we have, it would have taken several hours to find the calling party. Very cool stuff.” n

Article Rating

Poor	Excellent

Article Comments

Submit Your Comments