911-2021 Year in Review

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E-911 Updates

2021 Year in Review 

January |  2022

Bens picture

Program Manager Update

Ben Breier, 911 Program Manager

As I reflect on 2021, I feel a bit of déjà vu all over again…
The year presented both challenge and opportunity. As long-term remote work becomes a reality, The Program Office continues to evolve in ways to best serve our team, our PSAP partners, our business partners, and further our mission.

We completed the selection of the new platform, culminating in a long-term contract with Intrado to provide a system that honors the goals and objectives of the Strategic Plan. The system also meets or exceeds the current industry standards in terms of call delivery (in all forms, voice or data), security and resiliency, while also providing the flexibility required to address future requirements, either technical or personnel. I am excited to see the groundwork come to life over the next few years as it is implemented.

Our PSAPs experienced extraordinary challenges, most particularly with PSAP staffing. In the coming years, we will be expanding the traditional notion of public education, to include efforts on recruiting and retention of call takers and dispatchers. Our most important asset remains our people and we must do everything in our power to attract and retain them. With that, we support the reimagining of the traditional PSAP definition, to potentially include a more distributed workforce.

In closing, I would like to personally thank Deb Flewelling as she boats into retirement. Deb has been an invaluable resource for the Program Office both during the strategic plan process and the evolving relationship with RAGB. More so, on a personal note, she has served as a mentor, confidant, and friend and I feel privileged to have had the opportunity to work, learn, and laugh with her the last several years. Thank you Deb!


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Financial 

Through hard work, asking the right questions, and attention to detail, the Program Office produced great financial results in 2021. Completing a multi-year reconciliation of discontinued circuits created substantial credit and annual cost savings.

The Program Office's diligence on negotiating the new platform contract was fruitful and in October a contract was signed with Intrado for a Managed Services option. This option negates the need for an initial purchase of highly expensive equipment which keeps the fund balance healthy. It also provides for a consistent year over year cost structure for the foreseeable future.

What's next? With a strong PSAP partnership and the new PSAP Funding Policy, focus can turn to future opportunities that will continue to benefit the community.

“I’m a great believer in luck, and I find the harder I work the more I have of it.” - Thomas Jefferson


Emery Battle of the Badges

Public Education & Outreach

There were continued challenges in 2021 due to the pandemic, however the Public Education and Outreach Team participated in more events in 2021 than the previous year. In total, they contacted and distributed 911 educational materials to over 20,000 people in the county.

Some notable events include the King County Fair in Enumclaw in July, 13 Farmers' Markets in numerous cities from May to September, and Dia del Ninos - Day of the Children in Renton in April. The team values community engagement and the personal connections these events foster. 

Through continued partnerships with the PSAPs in 2022, the team plans to develop a new book to teach children to stay on the line if they accidently dial 911 and other new educational videos and materials. 


Information Technology

As 2021 draws to a close, an old children’s song comes to mind:

              Make new friends but keep the old.

              One is silver and the other gold.

It was a year of transition as the Program Office selected and contracted with Intrado to build the next 911 infrastructure. As the work progresses building the new system, it is important to continue working with the existing vendor, Lumen, to maintain and optimize the system to accommodate the changing needs of the PSAP community.    

Technology

Collaborative efforts between the Program Office and Lumen technicians ensure smooth handling of maintenance tasks and configuration requests. While the partnership with Intrado is new, the eagerness to meet the complex requirements of King County 911 is clear.

The new infrastructure increases efficiency and continued stability. There is a lot of work ahead before the fruits of the effort are realized.


Deb Flewelling

A Heartfelt Farewell

Deb Flewelling, Government Relations Manager 

It was 42 years ago when I agreed to a favor for a friend to work as a part-time dispatcher for Mercer Island PD. This decision changed the trajectory of my life and I found not only a great career, but an incredible passion.

Over the  years I worked with amazing teams at Mercer Island PD, Bellevue PD (Eastside Communications), Skagit 911 and the King County 911 Program Office.  As many of you know, it is much bigger than a team, it is a tribe.  My tribe includes you: colleagues around the state, members of the public safety agencies, community members, and local, state, and federal politicians.  Thank you for working with me.  You have encouraged, tolerated, and laughed with me which ultimately molded me into who I am today. Together, we accomplished great things.

But now I must make another life change – it is time to retire and enjoy my family, friends, and travel for more than 2 weeks at a time. I feel truly blessed. While I look forward to retirement, it is bittersweet. I pray safety and blessings as you continue your journey.


Spotlight

Spotlighting Regional Partners

The King County 911 Program Office partners with 12 King County Public Safety Answering Points (PSAP), also known as Emergency Communications Centers (ECC). The work the Public Safety Telecommunicators (PST) do is critical to their communities and they are true first responders. The following is an introduction to two PSAPs in King County. 

Redmond Police Department 

The Redmond Police Department PSAP serves the communities of Redmond and Duvall which are home to large industries such as aerospace, high tech, gaming production, and biotech, along with thousands of small businesses and growing residential areas.

All Redmond PD Telecommunicators are cross trained to perform work as call takers and dispatchers. The team consists of 16 Telecommunicators, two supervisors, and one manager. They answer emergency and non-emergency calls while also performing a variety of ancillary duties and participating in several committees which include public education, peer support, and diversity, equity, and inclusion work.

Dedicated to customer service and problem solving through collaboration and communication, the department works to ensure an environment valuing trust, excellence and accountability through leadership.

Visit 911 COMMUNICATIONS & DISPATCH | Redmond, WA for more information. 

Valleycom

Valley Communications Center  

Valley Communications Center (Valley Com) answers emergency 911 calls and dispatches resources in south King County. 

Formed over 40 years ago, in partnership with the cities of Auburn, Kent, Renton, Tukwila, and Federal Way, their mission is to save lives by assessing, translating, and routing information efficiently, accurately, and rapidly.

Valley Com serves 23 police and fire agencies, including King County Medic One. Their geographical area spans from south of Seattle’s border to just south of the King/Pierce County line and as far west as Vashon Island to the east at the foothills of the Cascade Mountain Range. 

To learn more about career opportunities, please visit www.valleycom.org.

King County 911 Mission Statement

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

KingCounty.gov/911