Program Manager Update

Welcome to a new decade.

I recognize that term has been used to death already, however as I look back on what the 9-1-1 community in King County accomplished, I really do sense a closing of one era and beginning of another.

All of the past years accomplishments are important but here are a few that stand out:

1. The relationship between the E-911 Program Office and our PSAP partners is as healthy as it has been in a number of years. We will always have challenges, but I am confident our teams will cooperatively address them and find workable solutions.

2. The respective operations and technical teams deployed a new statewide ESInet (9-1-1 call network), refreshed the 9-1-1 call taking platform, and introduced a new call reporting system, while continuing to provide top-notch service to our community.

3. Our teams created the Public Education and Outreach strategy, focusing on engagement with various public safety partners and community groups.

4. We have new King County representatives on State Training and Public Education committees who bring a fresh perspective and commitment to representing and reasserting King County as a leader in Washington State.

5. A finance work group was created and is collaboratively addressing the financial challenges that lie ahead.

6. A partnership with King County political leaders in creating a long-term sustainable revenue solution for the coming demands of Next Generation 9-1-1 systems.

Accomplishments like these involve many and each deserves recognition:

The E-911 Program Office staff and Project Managers who choreograph and direct the ballet of multiple resources.

The top-notch CenturyLink technicians who consistently achieve a very high level of service despite the tight timelines and demands.

The amazing technical and operations PSAP staff who are always supportive and willing to assist with a cheerful attitude. Each agency has its own set of challenges and the refresh/upgrade process is disruptive to their workflow.   They deserve a “Rolling with the Punches” PhD.

The incredibly dedicated GIS and MSAG staff who work tirelessly to ensure the 9-1-1 calls route properly and the call takers and dispatchers have the information they need to send help.

A committed Regional Advisory Governing Board to help provide required services while at the same time providing them in a fiscally responsible manner.

The King County IT Contracts team who has diligently pushed forward to bring closure to long overdue agreements between the County and PSAPs as well as forge ahead with new technology agreements that allow us to move into the next decade.

Financial - Focus on Efficiency

Highlights of 2019 focus on the successful completion of the great work of past and current financial teams realizing overall savings and cost avoidance for the E911 Program Office of close to TWO MILLION DOLLARS!

Savings include credits from discontinued services, account reconciliations, general account clean-up, reduction or cancellation of unnecessary services, service efficiencies, and vendor invoice management. While some were one-time event benefits, others will be ongoing.

The team is looking forward to a successful and fruitful 2020!

Happy Birthday Text to 9-1-1

Text to 911 in King County has been available now for 1 year. During this past year, the 12 PSAPs in King County received over 4,700 texts and over 1,000 were valid requests for assistance. Here are a few examples:

• A domestic violence incident was reported via text. The texter could not safely make a voice call as the suspect, who was under the influence of drugs, had already broken down one door into the residence and was now just outside a second door refusing to leave. The call taker was able to obtain the name and full description of the suspect, who was not aware this information was being exchanged. When help arrived, the suspect fled through an upstairs window and a K9 dog and officer tracked him and he was placed under arrest.
• A text was received that simply read “Help, I can’t talk” with an address and door code. No further information was available and law enforcement was dispatched. A second party called 911 and was able to provide additional information on a violation of a no-contact order. The officers arrived but were not able to locate the suspect, however, they appended additional charges to the existing no contact order case.

The ability to text to 911 has been of great value for King County residents. To help get the message out, the E-911 Program Office team began a shopping bag campaign this year reminding everyone about Text to 911 and to “Call if you can, Text if you can’t”.

If you have a public education or outreach event and would like to either share the shopping bags and other 911 related materials or have the E-911 team participate in the event, please reach out to KCE911Outreach@KingCounty.gov.

You can also find more information on the www.KingCounty/e911 website.

A Year of Accomplishments

Legislation and 9-1-1

State 911 Efficiency Study

In the 2019 legislative session, ESHB 1109 proposed $100k of the State E911 account for a collaborative group with representatives from counties, PSAPs and first responder organizations to submit a report on the 911 system by 10/1/2020. The report must include:

• Actual cost per fiscal year to operate and maintain the 911 system including, but not limited to, the ESInet, call handling equipment, personnel costs, facility costs, contractual costs, administrative costs, legal fees.
• The difference between the actual state and local costs and current state and local 911 funding.
• Potential cost-savings and efficiencies through the consolidation of equipment, regionalization of services or merging of facilities, positive and negative impacts on the public, legal or contractual restrictions, and appropriate actions to alleviate these constraints.

This project is well underway and several representatives from the King County E-911 Program Office and the PSAPs are participating, including BEN BREIER, E-911 Program Manager, DEB FLEWELLING, E-911 Gov’t Relations & Outreach Manager, LORA UELAND, Executive Director, Valley Communications and SHERYL MULLEN, Police Support Services Manager, Redmond Police.

If you have any questions about this project, please feel free to reach out to any of the participating members.