6 minute read
NorthCom The FIRST of the First Responders
Written and photographed by David L. Williams II
In the United States of America, there is a phone number that one can arguably say everyone knows by heart: 9…1…1. When this number is called, it’s usually not because it’s the best day of that person’s life; it’s likely one of the worst days. Even though everyone knows this number, very few know what happens behind the scenes and even fewer people know about the individuals who answer those calls.
The City of Palm Beach Gardens Police Department manages the Northern Municipal Regional Communications Center, otherwise known as NorthCom. This is a subsection of the PBG Special Operations Bureau that is managed by Police Major Paul Rogers. Since 2011, the Palm Beach Gardens NorthCom Center provides services to five other emergency communications agencies; these include North Palm Beach, Juno Beach, Jupiter, Jupiter
Inlet Colony and Tequesta. Since crime knows no borders, this NorthCom service has been an effective way to respond to crimes faster.
“With our municipalities that we service, we all work really well together; it’s truly a partnership,” says Major Rogers. “Before, we were all on separate radios and phone systems. Now that we are all on one radio console, if a crime is occurring in Palm Beach Gardens and the suspect is fleeing to Jupiter, we simply hit one button on the radio console and now the police units up in Jupiter can hear what’s coming their way and are able to react and help us catch a criminal.”
Imagine just how busy an emergency communications center can get when dealing with not one, but six different municipalities. Here are the numbers - In 2022, the NorthCom Center processed 318,262 calls for service/incidents. Out of those, operators processed 286,169 emergency telephone calls, including those directly to 911.
NorthCom Center Call Room Floor
So that brings about the question: how many? How many individuals field these calls on the 24/7 basis? The answer to that question: 39. The NorthCom Communications team consists of a total of 39 highly trained State-certified employees. Prior to employment, these individuals attend the dispatch academy at Palm Beach State College and once hired, they complete two additional weeks of advanced training before operating on their own.
All totaled, this would equate to about 33 weeks of training before starting on the call room floor. Even after completion of the academy and certification, there’s a focus on continual training every six months to keep the foundational structure and procedures fresh for any kind of call they may encounter and to adapt to the new technologies that present themselves along the way.
One of the biggest shifts in the emergency telecommunications service is the transition from landlines to cell phones. In 2020, the National Emergency Number Association conducted a study that showed 80 percent of 911 calls were made from a wireless device, while in 2002, cell phones accounted for only 10 percent of all emergency 911 calls. This drastic change with the use of cell phones over the past two decades is considered both a blessing and a curse for dispatch professionals.
On one hand, the convenience of a cell phone is better for emergency situations; the technology and GPS capabilities of those devices operate at an impressive level and the recently added option of Text-to-911 is available for those who are in situations where the individual is not able to speak freely. On the other hand, technology, while it can be helpful, is not always reliable; it’s important to remember that cell phones are not directly linked to an address, which is why the first question the dispatcher will always ask is “where’s your emergency?” This is key for having a concrete starting point for help to arrive in a timely manner; however, there tends to be a misconception that dispatch has the capability to manipulate satellites to track a person’s every move – this is NOT the case.
Assistant Emergency Communications Manager Donna Ross.
In addition, the use of Text-to-911 lacks some factors that typically aid the NorthCom dispatch in determining the best course of action in response to an emergency. The Gardens Police Department has a saying: “while texting is a choice, please call us and use your voice.” The additional information the dispatcher can gather from speaking with a person on the phone is marginally more helpful than receiving text messages. Hearing the environment and the inflection or tone of the caller’s voice is key to not only making a quick decision but also the correct decision on how to best approach any emergency. This point leads to one of the more common misconceptions about dispatch workers that deal with their Line of Questioning.
It’s understandable that in situations of crisis it’s easy to lose level-headedness. Dispatchers are trained to undergo a methodical line of questioning to further aid them in sending the appropriate resources to save lives. Most of the time, the answers to the questions can determine what is asked next. However, during this process, callers tend to get frustrated.
One of the biggest areas of development in dispatch training is the ability to remain calm while conducting this line of questioning. The emotions can range differently on a plethora of levels, but navigating that conversation takes an extensive amount of training. The City of Palm Beach Gardens is proud of the team that work tirelessly to ensure that anyone in an emergency gets the help they need in a timely manner.
Things To Remember When Contacting 911
“While texting is a choice, please call us and use your voice!”
When you call, don’t hang up – even if calling on accident – until dispatch has ensured your safety.
Be Cooperative – Be sure dispatch knows your location and comply with their line of questioning.
Emergency Communications Operator Jenifer Harris.
