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For Thursday’s edition of Town Talk, WIZS’ John Charles Rose took a “virtual radio tour” through the Henderson -Vance Emergency Operations Center with director Brian Short.
The Emergency Operations Center includes both the 911 Center and Emergency Management, an entity typically activated during weather-related events.
911 Center
When asked to describe a 911 telecommunicators typical day on the job, Short said a day usually consists of an assortment of loud music, larceny, shoplifting, shots fired, medical and fire calls.
“You name it, if it has a blinking light on it, we dispatch it; it all comes through us,” said Short.
Telecommunicators typically work a rotating schedule of 12-hour shifts and are extensively trained to handle the unique nature of their jobs.
“Telecommunicators are considered trainees for an entire year,” Short explained. “They take part in advanced training programs that involve in-house training, federal training, on-the-job training and certifications.”
Emphasizing the importance of good training, Short said, “Every time they answer the phone, they have the potential of talking to a person that is having the worst day of their life. We have to make sure they are prepared, trained and ready to handle any incident that is thrown at them.”
Short and staff will undergo additional training next week when the Vance Co. 911 Center makes the switch to a new infrastructure on Wednesday, August 28.
Known as “Next Generation 911,” this new telecommunications system provided by AT&T will allow for faster digital communication between the public, participating 911 centers and emergency personnel.
In addition to faster call processing, Short said the Next Generation infrastructure will eventually allow for video chats with callers, improve 911 texting speed and provide faster identification of GPS coordinates.
In a field where seconds can mean the difference between life and death, Short said new technology is constantly improving the emergency management game.
“AT&T won the state-wide contract for NC to provided Next Generation 911, so once all 911 Centers in the state are converted, it will allow us to back each other up, transfer calls and more effectively communicate,” said Short.
While technology continues to improve response time, Short reminded the public that saving 911 for true emergencies can also help.
“People should call 911 for urgent, life-threatening emergencies, to report a fire, to report an injury, to request an ambulance or to report a crime either in progress or that just occurred,” said Short. “911 should not be used to ask for telephone numbers, to see if a relative is in jail or to see if an event is still being held in bad weather, just to name a few.”
Short said nonemergency calls are often “politely” handled by telecommunicators but have further-reaching implications for callers reporting true emergencies. “What you have to understand is if we are tied up on something that’s not an emergency, it could potentially affect the time it takes us to answer an emergency call. Let’s keep 911 for emergencies only.”
Emergency Management
With hurricane season being in full swing and winter weather following not too far behind, Short and staff are paying close attention to weather forecasts.
“This time of year, we always keep an eye on the Atlantic Basin. It’s the last thing I look at before I go to bed and the first thing I check when I wake up,” said Short.
Fortunately, Short said the latest tropical development currently has a low potential to become a hurricane and is not a major concern for the local area.
If it was a concern, or when the next hurricane does threaten Vance County, Emergency Management staff, elected officials, appointed officials and public safety officials will meet in a specially-designated emergency room.
“The room becomes the hub of all activity at the command level,” Short said. “We sit down at the table and we make collective decisions for the good of the community.”
Short said weather drives “everything” involving Emergency Management services, which in turn affects call volume at the 911 Center. In fact, he said the highest spikes in 911 call volume are almost always traced back to inclement weather events, further demonstrating the importance of keeping 911 calls limited to true emergencies.
To hear Short’s interview in its entirety, please click the play button below. Listen live to WIZS’ Town Talk Monday-Friday at 11 a.m. on 1450AM, 100.1 FM or online at www.wizs.com.
