01:01:00 PM Avagene Moore:Welcome to the EIIP Round Table! Glad to see everyone here today. ... 01:01:24 PM Avagene Moore:Our guest host today is Kevin Farrell, Information Systems 01:01:41 PM Avagene Moore:Manager, Aberdeen Proving Ground Fire Department and 911 Center. ... 01:01:51 PM Avagene Moore:We are pleased to have Kevin here to talk about "Building the perfect 911 center". ... 01:02:02 PM Avagene Moore:After Kevin tells us why this is a concern for him, we will let him lead us into a discussion about 911 and communications centers and ask you to share your dreams and real- life experiences about similar facilities. ... 01:02:13 PM Avagene Moore:It is my pleasure to turn the floor to Kevin Farrell. 01:02:17 PM Kevin Farrell:Greetings! My name is Kevin Farrell and I'm the information systems manager for the (Dept of Army) Aberdeen Proving Ground Fire Rescue Department and 911 Center. 01:02:32 PM Kevin Farrell:I suggested the topic of discussing the 'perfect 911 center' to Avagene for purely selfish reasons... because we have a new 911 center here and I'd like to brainstorm with all of you to try and make ours the best it can be. 01:03:21 PM Kevin Farrell:pardon... technical problems 01:03:51 PM Kevin Farrell:The APG Fire Rescue Department has been building an information/business network to serve our everyday activities for almost 11 years now. 01:04:05 PM Kevin Farrell:A loosely gathered history of how this was accomplished can be found at as background information. 01:04:25 PM Kevin Farrell:Aberdeen Proving Ground had never operated a public safety answering point (PSAP), or 911 center before 1997. 01:04:54 PM Kevin Farrell:Prior to that, we operated a patchwork 'party line system' where dialing '911' (and before that, '17') would ring telephones in the fire department, the police department, the emergency room of the base hospital... 01:05:06 PM Kevin Farrell:the emergency operations center where the staff duty officer sat, the airfield control tower, and possibly other places that have been long forgotten. 01:05:34 PM Kevin Farrell:About 5 years ago, a project was begun to replace the cramped and aging police and fire stations with a combined "Emergency Services Center"... 01:05:46 PM Kevin Farrell:and on 21 July 1997, that facility was dedicated . 01:06:04 PM Kevin Farrell:With the birth of this facility, the Military/D0D police, and the post fire department were housed in a combined facility and the EMS mission was shifted from the base hospital to the fire department. 01:06:07 PM Amy Sebring:(Kevin, if you don't use <> the links will be live.) 01:06:17 PM Kevin Farrell:gotcha... 01:06:39 PM Kevin Farrell:http://www.firenet.apg.army.mil/FDdata/FireNet.html 01:06:51 PM Kevin Farrell:http://www.firenet.apg.army.mil/ESC_Dedication/ESC_Dedicatio n.html 01:07:22 PM Kevin Farrell:Because all 3 entities had previously operated their own dispatch desks, this combined facility also combined those function into a single center. 01:07:41 PM Kevin Farrell:During the design and construction of the emergency services center, another project was launched to upgrade the party line emergency phone system to a true integrated E911 system. 01:07:54 PM Kevin Farrell:After many meetings and draft proposals were hammered out which detailed the specifications needed for this center, a computer aided dispatch (CAD) vendor was chosen and the project moved forward. 01:08:20 PM Kevin Farrell:The CAD system selected was from Intergraph Public Safety http://www.ingr.com and was a combination computer aided dispatch, geographical information system, enhanced 911 (CAD/GIS/E911) product which was installed and went 'live' on 07 December 1997. 01:08:51 PM Kevin Farrell:It was at that point that APG gained a true 911 Center. 01:09:03 PM Kevin Farrell:We are still getting comfortable with the transition from seperate 'agency controlled and operated entities', to a cooperative multi-jurisdictional dispatch center, and that is one of my reasons for bringing the subject to the round table today. 01:09:19 PM Kevin Farrell:I'm looking for others who have combined previous 'black and white' organizations into a 'grey' operation, and how you accomplished this smoothly. 01:09:33 PM Kevin Farrell:I'm looking for tips on how previously traditionalally independent organizations with different focus and priorities can co-exist to the benefit of all. 01:09:49 PM Kevin Farrell:Finally, how does one educate those agencies to release some measure of 'control' to make the center work for everyone, while convincing management to look to civilian 911 center models as viable in a civilian/military environment. 01:10:05 PM Kevin Farrell:In other words, we're trying to replace tradition with a new model that few understand and accomplishing buy-in can be difficult. 01:10:18 PM Kevin Farrell:What have you done in your center that has added value, and what would you like to do if you had the ability? 01:10:46 PM Kevin Farrell:Having said all of that, I open the floor for comments. 01:10:48 PM Kevin Farrell:Ava? 01:11:03 PM Avagene Moore:Since we have a small audience today, let's skip our usual ? to indicate speaking and just let the flow go naturally. ... 01:11:15 PM Avagene Moore:Comments or questions anyone? 01:11:17 PM Kevin Farrell:Did I make it short and sweet enough? 01:11:26 PM Avagene Moore:Yes, very nice and concise. 01:11:57 PM Kevin Farrell:Has anyone else had clashing cultures in their centers? 01:12:01 PM Amy Sebring:Kevin, your facility is just for the Proving Grounds? How is the surrounding community set up? 01:12:20 PM Avagene Moore:Does anyone in our audience run a 911 or communications center? 01:12:42 PM Kevin Farrell:APG is a large facility that has everything a traditional city has. The surrounding counties each have their own PSAP 01:13:08 PM Avagene Moore:I will share this much with our audience ... 01:13:26 PM Avagene Moore:I was the county EMA Director and ran the city/county EOC ... 01:13:36 PM Kevin Farrell:for background, here is a little info on APG - http://www.firenet.apg.army.mil/whoisAPG.html 01:13:39 PM Avagene Moore:Communications was always a problem. ... 01:13:57 PM Avagene Moore:City Police ran the communications from the EOC ... 01:14:16 PM Avagene Moore:There was no rhyme or reason for having 3 or 4 little comm centers in the county .. 01:14:33 PM Avagene Moore:911 became a problem too as we tried to consolidate ... 01:15:10 PM Avagene Moore:It took about 12 years to get a joint city/county 911/Communications Center established. Painful and very expensive because of the long wait. 01:15:29 PM Avagene Moore:Turf issues abounded then and still do. 01:15:43 PM Kevin Farrell:Similar situation here Ava.... we had 6 seperate dispatch points here at APG prior to the 911 center going in. 01:15:59 PM Isabel McCurdy:Here, in British Columbia, they are going to start construction on a "communications centre". 01:16:19 PM Avagene Moore:Who is in charge of it, Isabel? 01:16:55 PM Isabel McCurdy:Ministry of the Attorney General, i think. 01:17:10 PM Avagene Moore:The reason I ask is because we had so much trouble between Law Enforcement (they ran all the comm centers) and the needs of the fire services and EMS. 01:17:20 PM Isabel McCurdy:More info will be forth coming at the conference in October. 01:17:44 PM Amy Sebring:Kevin, we have a large Naval Air Station here with about 50 tenant commands and their own Fire Dept... 01:17:46 PM Mike Bendis:Kevin, whom do your dispatchers report to ultimately? 01:18:04 PM Mike Bendis:Law Enforcement, Fire, Ems... 01:18:18 PM Kevin Farrell:Police report to their director - a military Major 01:18:18 PM Amy Sebring:They have such a thing as a Disaster Preparedness Officer for the entire base; do you have equivalent there with Army? 01:18:33 PM Kevin Farrell:Fire Rescue reports to a civilian fire chief 01:18:51 PM Kevin Farrell:We have an EOC Amy.... 01:19:11 PM Kevin Farrell:but it's under an entirely different directorate 01:19:24 PM Avagene Moore:Anyone else in our audience who wishes to share how you are set up in your jurisdiction? 01:19:32 PM SHANI HIRES:WE HAVE A MULTI-AGENCY CENTER 01:19:51 PM Isabel McCurdy:Where Shani? 01:19:59 PM SHANI HIRES:SOUTH GA 01:20:30 PM Kevin Farrell:I should note... 01:20:48 PM Isabel McCurdy:Was this put together for the Olympics/ 01:20:53 PM Kevin Farrell:that there are discussions about merging the EOC with us. 01:20:56 PM Terry Storer:Our 911 center has police dispatchers doing everything. 01:21:12 PM SHANI HIRES:WE DISPATCH POLICE FIRE RESCUE EMS ETC 01:21:15 PM Avagene Moore:Shani, I know a few people in Georgia; are your 911 Centers run by Emergency Management or does it vary from county to county? 01:21:32 PM SHANI HIRES:IT VARIES 01:22:08 PM Avagene Moore:Kevin, so the EOC is a separate facility from your 911 Center? 01:22:16 PM Amy Sebring:Merging EOC could possibly help Kevin. 01:22:44 PM Kevin Farrell:I have suggested a 3rd party run the 911 center - EM if you will, but turf gets in the way of reason. 01:22:52 PM Avagene Moore:In our county now, the 911/Communications is part of the EOC for the entire county. 01:23:34 PM Avagene Moore:What is the rationale for doing it by fire or law enforcement? I assume those are the other choices. 01:23:41 PM SHANI HIRES:WE WERE UNDER THE CITY POLICE DEPT BUT NOW WE ARE UNDER THE COUNTY ADMINISTRATOR 01:23:56 PM Amy Sebring:There is an effort going on here locally with the goal of a multi-agency/EOC operation at some point in the future. 01:24:33 PM Amy Sebring:Currently our 911 is under Police Communications. 01:24:40 PM Amy Sebring:They do have a Fire Desk. 01:25:54 PM Kevin Farrell:Ava's area has it under EM.... Shani has it under PD. Terry, is your under PD too? 01:26:01 PM Mike Bendis:If a center is not independent of the agencies it serves, turf battles will always exist 01:26:43 PM Kevin Farrell:True Mike.... In our case, add the military layer to the mix. 01:27:00 PM Avagene Moore:What is the basic problem, folks? Does it matter who runs the center if everyone's communications needs are met? Or is that the problem --- whoever runs it gets top priority? That is what happened in my county prior to the 911/Comm center concept. 01:27:01 PM Isabel McCurdy:Ours here is police too. 01:27:07 PM Amy Sebring:We have had conflict between the City/PD and the COG (Council of Govts) also. 01:27:31 PM Terry Storer:Yes, they are sworn officers, 1 PD and 1 Deputy. 01:27:50 PM Avagene Moore:Fire Service and EMS felt left out with no priority regardless of the situation. 01:27:54 PM Kevin Farrell:Is there a 'model' 911 center outlined anywhere? I looked at NENA but found nothing I could use. 01:28:17 PM Kevin Farrell:http://www.nena9-1-1.org/ 01:28:17 PM Amy Sebring:We are in the process of setting up a Crisis Management Dispatch center under Police Communications... 01:28:18 PM Avagene Moore:I have never heard of one, Kevin. 01:28:32 PM Amy Sebring:to handle public warning for hazmat primarily. 01:29:05 PM Amy Sebring:It is currently being staffed by dispatchers from a private fire company. 01:29:09 PM Amy Sebring:I have my doubts. 01:29:42 PM Amy Sebring:Kevin, did you try to follow up with Phoenix? 01:29:59 PM Kevin Farrell:With the importance of 911 centers, one would think there would be some level of standard elements or accepted practices. 01:30:08 PM Kevin Farrell:No.. not yet Amy 01:30:22 PM Kevin Farrell:still gathering info 01:30:32 PM Kevin Farrell:for budget meetings 01:30:45 PM Kevin Farrell:...funding for the center and such. 01:31:27 PM Avagene Moore:Kevin, I suspect NENA would not necessarily recommend a model because that is a political foot-in- mouth situation. However, the state codes determining 911 Boards could be of use if a 911 Board is extremely strong. There again, depends on the location. 01:32:13 PM Kevin Farrell:Does anyone know of a 911 center being built where none existed before, or have they all been around for so long everyone forgets how they were formed? 01:32:39 PM Avagene Moore:May also depend on who/what departments are contributing to salaries if the 911 center is totally independent for funds. 01:33:16 PM Avagene Moore:Pardon, 'not' totally independent... . 01:33:45 PM Mike Bendis:Kevin, I worked on the building of a 911 center for O'Hare Airport where none existed before 01:34:07 PM Kevin Farrell:Great Mike.... can you tell us the process used? 01:35:23 PM Terry Storer:Our 911 system was created from "scratch" by an appointed 911 Board. 01:35:40 PM Mike Bendis:The biggest requirement was for it to be independent, but many turf battles had to be overcome 01:36:30 PM Kevin Farrell:Mike, was that done by legislation or negotiation? 01:38:12 PM Kevin Farrell:How about your Terry? 01:38:41 PM Mike Bendis:The Mayor of Chicago (Daley) declared that it was to be that way 01:39:24 PM Kevin Farrell:That would do it Mike. :-) 01:39:34 PM Amy Sebring:Yes, going to a higher authority might help! 01:39:42 PM Avagene Moore:If you can get a Chief Elected Official to take a strong stance, it is a great way. 01:39:50 PM Terry Storer:Our Board had the funding to by equip. but not for staffing, so it went back to the police for manning. 01:40:12 PM Avagene Moore:Not many will do it unfortunately. They leave it to department heads and the fight goes on. 01:41:46 PM Avagene Moore:Does anyone have a strong opinion for Kevin? Who should be in control of his 911 Center? How can he ensure the best situation for his area? 01:41:46 PM Amy Sebring:That's one of the reasons I brought up the Disaster Preparedness Officer, because in our case, he reported to the base commander directly. 01:42:05 PM Terry Storer:The 911 Board controls the hardware but must deal with the police chief and sheriff on personnel matters. 01:42:08 PM Mike Bendis:The main Chicago 911 center is still segmented and have separate police and fire dispatchers 01:42:37 PM Avagene Moore:Does this mean there is no way around the turf concerns? 01:42:47 PM Mike Bendis:Calls are transferred to different consoles depending on the responding agency 01:43:04 PM Amy Sebring:Baltimore may be another city to check out Kevin. I know they have been out there with piloting a 3-1-1 system. 01:44:09 PM Kevin Farrell:I've heard it's a nightmare Amy 01:44:43 PM Kevin Farrell:great concept, no additional call takers for the increased volume 01:44:51 PM Avagene Moore:It is hard to believe we are still wrestling with the same old issues in this business. 01:44:51 PM Amy Sebring:Just looked, Baltimore is PD. 01:45:01 PM Kevin Farrell:and they come into te same center 01:45:27 PM Avagene Moore:Makes you wonder if we can make any progress in communications and warning, doesn't it? 01:45:28 PM Amy Sebring:Well, the article I was looking at said the Governor of Maryland wanted to expand it statewide. 01:45:29 PM Kevin Farrell:Yes Ava... That's why I started on this quest for a 'framework 01:45:41 PM Kevin Farrell:'there is none. :-( 01:46:00 PM Amy Sebring:Sometimes you have to invent the models. 01:46:13 PM Avagene Moore:Don't give up, Kevin. Point is that people have to be educated and they need to open up their minds. 01:46:39 PM Avagene Moore:It is the old "we have always done it this way" routine. 01:47:08 PM Avagene Moore:Anyone out there have a solution for Kevin? 01:47:37 PM Avagene Moore:Communications has always been a hangup in this business. 01:48:10 PM Kevin Farrell:If there is no one answer, I have a proposal.... 01:48:12 PM Avagene Moore:We spend more and more money but don't necessarily have better communications. 01:49:02 PM Amy Sebring:What is your proposal Kevin? 01:49:12 PM Kevin Farrell:Would it be worthwhile to propose to a body or agency, a drafting of a framework for 911 centers to be modeled after? 01:49:16 PM Mike Bendis:Kevin, at least try to get equipment that is flexible enough to change in the future if and when you can implement the structure 01:49:35 PM Mike Bendis:that you wish to have 01:49:40 PM Avagene Moore:Good point, Mike. 01:49:47 PM Kevin Farrell:In other words.... a model that could be, or should be followed to overcome these communications problems we all know exist? 01:50:10 PM Kevin Farrell:I thin we've done that Mike.... 01:50:24 PM Kevin Farrell:the CAD we selected can do all functions from any seat.... 01:50:49 PM Kevin Farrell:even tho one may be fire, one police, ect.... 01:51:03 PM Kevin Farrell:it was designed to be flexiable. 01:51:24 PM Isabel McCurdy:I have some Canadian info about our new "E Comm" centre. 01:51:29 PM Kevin Farrell:spelling isn't very smooth today... 01:51:46 PM Avagene Moore:Clarify, Kevin. Are you thinking in terms of your organization or some neutal group as result of some study and investigation? 01:51:50 PM Kevin Farrell:Can you share? 01:51:59 PM Isabel McCurdy:www.city.vancouver.bc.ca 01:52:28 PM Isabel McCurdy:I have been on the phone with them for the past hour. Lots of info. 01:52:38 PM Kevin Farrell:Well, who represents 911 centers all over the world? EM? Fire? Civil Defense? 01:53:13 PM Avagene Moore:That would take an extensive study or survey. 01:53:16 PM Kevin Farrell:That organization, it seems to me, would want minimum standards. 01:53:24 PM Isabel McCurdy:This project to cost a quarter o f a billion dollars. 01:53:44 PM Mike Bendis:Standards would have to be recognized by all entities (fire, police, ems...) - That would be difficult 01:53:48 PM Kevin Farrell:1/4 of a billion? 8-O 01:54:35 PM Kevin Farrell:What is the one element in every disaster that gets gigged for being substandard? 01:54:41 PM Kevin Farrell:Communications 01:54:53 PM Amy Sebring:It appears that there is no all encompassing organization of which you dream. If there were, you would not be having this problem. 01:54:59 PM Isabel McCurdy:housing all levels of government and police, fire and ambulance and EOC. 01:55:08 PM Kevin Farrell:Who is the clearing house for communications at the local level? The 911 center 01:55:14 PM Isabel McCurdy:Communications for 911 01:55:15 PM Avagene Moore:Would APCO be the right organization? NENA is not quite as strong now. 01:55:46 PM Isabel McCurdy:Claeraing centre here at present is police. 01:56:01 PM Kevin Farrell:Do we know anyone at APCO that could speak to that? 01:56:51 PM Kevin Farrell:Sorry Isabel... I'm not a touch typist and watch the kbd when typing. 01:56:52 PM Avagene Moore:Don't know but there must be a way. 01:57:19 PM Avagene Moore:We are about out of time today, folks. 01:57:27 PM Avagene Moore:Kevin, last remarks, please? 01:57:44 PM Kevin Farrell:I doubt that I'm the 1st person to face this problem. Maybe this session will get to someone... 01:57:47 PM Avagene Moore:I will plug tomorrow's event in the Virtual Forum. 01:58:08 PM Kevin Farrell:or some group that can visit the problem. Maybe then our communications.... 01:58:25 PM Kevin Farrell:in an emergency will get better. I certainly hope so. 01:58:41 PM Avagene Moore:Thank you, Kevin. A thought-provoking topic --- don't know that we solved it though. ... 01:59:01 PM Kevin Farrell:Awareness is the first step Ava. 01:59:05 PM Isabel McCurdy:clap, clap 01:59:13 PM Avagene Moore:We may want to revisit at some point or invite APCO to address the topic. Yes, awareness .... 01:59:23 PM Avagene Moore:Tomorrow, Wednesday, August 19, 12:00 Noon EDT ... 01:59:45 PM Avagene Moore:The Virtual Classroom hosts Mark G. Fuerst, Project Manager ,,,, 02:00:07 PM Avagene Moore:Carley Corporation ... 02:00:32 PM Avagene Moore:Mark will present FEMA's "Decision Making Skills for Public 02:00:43 PM Avagene Moore:Officials" training CD. ... 02:01:04 PM Avagene Moore:For background materials, please see... 02:01:39 PM Avagene Moore:http://www.emforum.org/vclass/980819.htm 02:01:58 PM Avagene Moore:Thanks again to everyone. Audience, thank you! 02:02:35 PM Isabel McCurdy:Thanks Kevin. 02:02:48 PM Kevin Farrell:You're welcome 02:03:14 PM Isabel McCurdy:Now I know how our system works and how the new will operate. 02:04:58 PM Avagene Moore:Kevin, good luck with your 911 Center. 02:05:09 PM Amy Sebring:Thanks Kevin. 02:05:17 PM Kevin Farrell:Thanks Ava