King County E-911 Program Updates - July, 2020

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E-911 Updates

Life with Covid-19

A New Normal In 9-1-1

 

  July |  2020

Bens picture

Program Manager Update

Hello everyone,

With so much going on in the world, I thought it would be nice to pause, take a breath, and focus on some of the positive, behind the scenes initiatives going on with the E-911 Program Office.

  • For the past several months, we have been working with a local wireless carrier on a new effort to better route wireless 9-1-1 calls using device-based location. This is a very important development as it allows for much more accurate caller location at the time the call is placed.  In turn, this allows for more accurate call routing, and promises to save significant time when it is needed most.
  • We are partnering with the Federal Government on a pilot project to quickly identify potential cyber security attacks on our 9-1-1 systems. As 9-1-1 moves further into new technologies, they become more vulnerable to attack and this project should benefit 9-1-1 centers across the country.
  • The team has also been relentlessly working with our vendors to implement further cost containment measures and their efforts have recognized significant savings.  This allows us to pass some of these savings on to our PSAP partners over the next several years as they deal with the effects of this unprecedented period.
  • The current push to provide alternate work environments has also challenged us with opportunity to provide more flexibility in our next 9-1-1 call-handling platform. We have re-examined many of the requirements, added some new, and are asking proposers to get creative with their responses in ways that will allow our PSAPs to better serve callers,  call takers, and other staff. We look forward to seeing their responses.

While there certainly have been challenges, as you can see, the past several months have also presented opportunity. We welcome and embrace these opportunities, and look forward to providing even better services in the future.


Christine Seymour

Community Impacts

Deaf and Hard of Hearing 

Guest Contributor: Christine Seymour. Deaf and Hard of Hearing Resource Specialist, Owner CS-DHHRS

The Covid-19 pandemic has impacted all our lives and communication barriers have increased significantly for people who are Deaf or Hard of Hearing (DHH).

An important cue for DHH people to understand oral communication is lip reading and the mask is a barrier. Governor Inslee’s exception to lower or remove the mask when communicating with a DHH person is important, especially in an emergency situation. It is equally important 9-1-1 Telecommunicators be aware wearing masks may muffle their speech, making it even harder for callers to hear or understand, not just DHH people.

­Those who use American Sign Language (ASL) are further disadvantaged. Their language incorporates the use of facial expression, so the mask barrier impacts both expressive and receptive communication.

The Washington State 9-1-1 Deaf and Hard of Hearing training delivered to 9-1-1 Telecommunicators emphasizes the importance of gathering and providing communication information from DHH callers to responders to support the best outcome in all calls. Masks and Personal Protective Equipment (PPE) require creative alternate strategies, such as note writing, text messaging on cell phones, or speech-to-text apps to insure a productive flow of communication.

Just as Governor Inslee and most of the local TV broadcasters are using real time captioning or ASL interpreters to deliver updates, all first responders, including 9-1-1 Telecommunicators, must be sensitive to DHH people and creative in their solutions. Miscommunication not only leaves DHH people frustrated, it may also have devastating effects on their need for an emergency response.


CDC boxes

Outreach Support

First Responders

In early April, the CDC Foundation, an independent nonprofit created by Congress to support the health goals of the CDC, provided boxes of cleaning supplies to all of the Police, Fire and Emergency Dispatch Centers in King County. These care packages contained hard to find cleaning supplies for the officers, fire fighters and 911 professionals to use at home to assist with staying healthy. 

The E-911 Program Office team became the conduit for receipt and distribution of 3,600 boxes in two separate shipments. This was a huge undertaking as their facility does not have a loading dock, forklifts, or pallet jacks. They would have been unable to complete this project without community support.  A special thank you to Mike Flynn, Manager of Servpro for supplying a pallet jack and Captain Dan Hawkins of Renton Regional Fire Authority for supplying and operating a fork lift.  These were vital pieces of equipment needed to unload the semi-trucks and more easily move the pallets of boxes.  

Hawkins
beth loading

Additional thanks to great 9-1-1 friends, family, staff, and PSAP volunteers who rolled up their sleeves, donned masks and gloves and worked long, hard hours unloading, carrying, and sorting boxes.  While many agencies came to retrieve their packages, the E-911 team also made deliveries all over King County, so the needed supplies could be distributed to those vital first responders.  What a challenge this was as everyone also maintained social distancing.

Photos:  E-911 Program Office Staff and Renton Regional Fire Authority Captain Dan Hawkins off loading pallets of care packages for distribution to first responder personnel.


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Impacts to 9-1-1

There have been many changes over the past 4 months.  While some things are very normal, others are very not.  Covid-19 began a period in time never experienced before in this generation.

Call Data Stats

Over a 4 month period, 9-1-1 call volumes dropped an average of 11%. Social distancing is practiced in all work facilities, including 911 dispatch centers. Many staff members are either working from home or sequestered to their offices. Non-essential staff are restricted from 9-1-1 dispatch centers, even police officers, fire fighters, and administrative staff. There is now consistent cleaning, separation devices, and wearing masks are the new normal.

Then civil unrest became another temporary new normal. Staff not only had to isolate, they had to prepare to shelter in their work environment in the event they weren't able to leave. Emergency backup plans were evaluated, back up facilities were activated and staff continued to adhere to social distancing in order to keep everyone safe.

Technical support teams are working remotely as much as possible and have successfully been able to maintain the necessary systems supporting the 9-1-1 dispatch centers through the changes. Current technology provided opportunities for last minute changes to be successful.


Feedback is Appreciated

Your feedback is important. We value your continued support of 9-1-1 and strive for this publication to be meaningful and relevant. Is there something you would like to see or know about or just have comments?  Let us know at KCE911Outreach@kingcounty.gov.

 

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King County E-911 Mission Statement

The regional E-911 system provides an emergency communications link between the people of King County and appropriate public safety responders.

KingCounty.gov/911