WMPD 911 center keeping busy around the clock

WMPD 911 center keeping busy around the clock

‘ Dispatch is a lifeline,’ says Police Captain

news@theeveningtimes.com

Long reputed as one of the most fast-paced emergency call centers, the West Memphis Police department issued a busy 911 report.

Dispatcher handled almost 41,000 calls and generated 117,000 reports during the first half of the year. Captain Stacy Allen relayed the status report to the police department citizens academy Tuesday evening.

Citizens applied for and were selected by the department the 2018 training.

The class of 20 represent a cross section of racially and economically diverse citizens. The purpose of the academy is to improve community relations between the department and city residents by providing insights into police work.

With communication as a key focus, the group was set to hear a presentation from every division of the police department during June and July. Captain Allen used 911 dispatch statistics to paint the picture for the group.

Allen had the recap ready for an annual Arkansas Crime Information Center Audit this week.

“We answer the phone whenever it rings, whether it’s kids not wanting to go to school or vehicle broken down in the road or a funeral detail,” said Allen.

“We usually have three or four people in there to answer calls. They are the busiest people in the department and we appreciate everything they do for our department and the community.”

Allen revealed the number to prove how busy dispatchers have been answering calls for the city with about 25,000 residents.

“117,216 reports were generated in the CAD (Computer Aid Dispatch) system, everything from traffic stops to alarm calls” said Allen. “That tells you how busy we have been.”

Total calls were 40,894.

Statistics were kept on land line call volume and wireless contacts too. The home phone out paced cell phone calls.

“I didn’t think land lines were really being used that much anymore,” said Allen, “but many people still have them because we had 19,404 land line 911 calls and wireless calls were 12,686.”

Dispatchers handle fire and medical calls too.

There were 2,346 radio calls for the fire department and 3,513 EMS calls.

Hang-up calls must be followed up by dispatchers.

Dispatchers heard the ‘click’ from 115 callers during the last six months.

“Dispatchers are required to call you back at least there times, to make contact,” said Allen.

Persistence pays off by saving lives according to Allen. Dispatchers try to locate the phone using cell tower triangulation to pick up a ping signal. The location can often be determined to within a few feet.

“We had a guy call from the truck stop that was nearly in a diabetic coma and he really couldn’t give his location,” said Allen.

“I’m really proud of our dispatcher, she kept him on the phone talking long enough to pinpoint. The truck stop area is a whole lot of territory. She asked, Do you see any buildings around? Emergency personnel got there and said it was a good thing because close to being unconscious. Dispatch is a lifeline.”

Captain Allen had one understanding he really wanted to promote. Often frantic callers don’t understand why dispatchers ask such a variety of questions.

He asked for patience responses from 911 callers.

“We have one chance to send the right responders,” said Allen. “Dispatchers are

required to ask certain

questions for certain types of calls to help responders get ready to render help. It actually speeds things up when we have complete information.”

Dispatchers also, handled 87 animal complaints, 246 citizens assists, 114 funeral details, 196 judicial calls, 6000 traffic stops/vehicle and driver verification, and 432 welfare check calls.

By John Rech