911 Communications - Case Study Example

911 Communications al Affiliation Table of Contents Executive Summary 3 Introduction 4 Characteristics of the company 6 Strategies ofthe company 8 Company’s strengths, weaknesses, opportunities, and threats 10 Analysis of the companys telecommunications 11 Recommendations 12 Conclusion 13 References 15 Executive Summary Jacksonville Sheriffs Office in Jacksonville, Florida has made a great step in curbing emergency and prompt issues through 911 communications. Jacksonville Sheriffs Office has been looking to effective ways of improving response times in service area with over 18 million residents using 911 communication services. 911 communication has been of great help to the city since its initiation by providing emergency response and callers to 911 who have always received the quality of service that approaches their expectation. There are significant aspects of providing 911 services that has prompted the congress to pass some major laws that can see the improvement of the system. The system has effectively been used in our company by facilitating competent reaction and effective dealings with First Response and personnel emergency services. 911 systems have since acted as an emergency service in times of distress and crisis to the communicator, who is always the first person involved with an emergency or incident. The First Response understands that the callers are frantic and that they depend on the company’s response, this makes Jacksonville Sheriffs Office staff to stay calm thus enabling them to collect information needed and thrive in the fast pace, swift decision making and rational judgment. Jacksonville Sheriffs Office also ensures that they exceed the minimum standards for public safety communication programs set by the government such as call processing and legal and regulatory issues. This research intends to evaluate how Jacksonville Sheriffs Office uses the 911 communication in its operations both as public alerting and as communication tool. It also looks at some of the opportunities and weaknesses existing in the system and existing communication strategies used in informing the public on emergency management. Different research methodologies were carried out such as evaluative research methodologies through literature research and personal interviews to formulate recommendations. Introduction Communication is an important aspect in every department of Jacksonville Sheriffs Office and while thinking about time taken in communication, it is obvious that it plays an integral part in the smooth running of Jacksonville Sheriffs Office. Communication services provided at the communication center hugely depend on the adequacy and reliability of the systems put in place that can serve normal and emergency conditions (Federal Communications Commission, 2014). There is another important factor to be considered when integrating communication system particularly the disability issues such as ability to receive information from hearing-impaired people. Jacksonville Sheriffs Office, through its hardworking and committed teamwork is focused in offering prompt and reliable fire and life safety services to both the public and the workforce. It is also committed to creating an environment that promotes innovation and creativity, while handling emergency cases through 911 communications. 911 communications provide Jacksonville Sheriffs Office with a solid and timely way of communicating with the public and employees especially in passing prompt and emergency information. The purpose of this study is to evaluate the usefulness of 911 services as a communication tool. Overview and status of Jacksonville Sheriffs Office The Jacksonville Sheriffs PSAP is the key PSAP for all 911 calls placed in the jurisdictional boundaries of the Consolidated City of Jacksonville. The city has more than 56 music theaters featuring numerous live music shows as well as 400 lodging facilities with a number of rooms that accommodate visitors in motels, hotels, bed and breakfast. Also over 500 restaurants serve both residents and tourists with many seating for guests of which some travel from distance greater than 600 miles. Jacksonville Sheriffs Office is the sole private company that provides emergency services in the region and is therefore committed to a primary purpose to establish policies that may save lives of both residents and guests living in the town. The company’s main vision and objective is reducing injuries, protecting property, preserving functioning of businesses and maintaining economic as well as social activities considered necessary to the survival and rescue of the town from natural and technical adversities. All the necessary information is established in an emergency operations plan, which is an emergency management that works with both government and volunteer firms or groups, is headed by fire chief. The division plays a major role in preventing avoidable disasters, minimizes vulnerability of residents and guests to any disaster, and establishes capabilities for protecting citizens from the effects of disasters. Jacksonville Sheriffs Office’s emergency operation plan division also responds effectively to the actual occurrence of disasters and provides recovery in the aftermath of any inconveniency involving extensive damage within the town. The company is focused on the mission of acquiring resources to make the town a disaster resistant society and protecting the lives and property of the community through integration of residents and business people that represent almost every segment of the city. The company, alongside the steering committee formed, tends to look at both long and short term ways of minimizing the impact of or alleviating possible hazards before they occur. Jacksonville Sheriffs Office has successfully established an autodialling service to alert different facilities such as lodging facilities and used for other emergency communication needs with the general public. 911 communications serves as the most important system that Jacksonville Sheriffs Office uses in curbing emergency issues. It has been very effective and has hugely helped the company in executing their duties. Characteristics of the company Jacksonville Sheriffs Office is an American company that is chiefly involved in offering emergency services and installation of emergency systems. The company has wider market in Consolidated City of Jacksonville with its headquarters located right at the Chicago. It enjoys boasting presence in Jacksonville with a great market. The company has been making awesome profit since its initiation because of its ability to address serious affecting the community. There are many services offered by the company including public education on emergency issues, evacuation services during disaster, and first aid services (Barrie Police Service, 2014). There is an informational meeting called once a year that the whole city is invited to attend so that to alert the residents by providing them with information about what to do in the event of an incident. Public education also involves monthly tests conducted over radio and television to spread knowledge on what to expect in the event of a chemical emergency and playing the sirens for the public to know what to listen for during an incident. According to Barrie Police Service (2014), people should be advised over public alerts systems to stay indoors and further requiring the tight shutting off all air-circulating systems such as windows and doors. In addition, ask anyone whose residence is within a mile of the risky substance such as chemical spill to go to the highest level of their house so that they can avoid any gas that spreads along the ground that may reach them thus causing chemical damages to their systems. There is a system put in place for health care examination of all responders working under these detrimental conditions after the post incident (Watts et al., 2011). Responders do hold regular scheduled drills to uphold eagerness, preparedness, and bi-annual practices in every March and October for all agencies that will respond in such occasions. Numerous practices are held up to each final drill where they both work as though there is a real hazardous materials incident so that they can learn to react accordingly in a training environment. Jacksonville Sheriffs Office employs effectiveness in making sure that desirable results are produced and that what promotes production capability such as those things that enhance resources producing desired goals. Currently, Jacksonville Sheriffs Office offers severe storm warning via resources of sixteen storm sirens placed in different parts of the town especially in more densely populated regions. The storm sirens are strategically situated in regions that require people to be in hearing position and awaken the nearby population although they may be difficult to understand when there is noise from severe storms (Federal Communications Commission, 2014). There is a public information officer in charge of contacting local media about any form of emergency information that should be disseminated to the public or through the Emergency Alert System, which requires activation from a media source. Although the issue of the media is still considered important, the company understands that a huge number of residents have at least one mobile or telephone, which is mostly turned on and is more reliable during adverse or severe weather conditions or emergency (Barrie Police Service, 2014). Jacksonville Sheriffs Office is convinced that 911 alert system tend to warn a wide area, although most people nowadays ignore the warnings because of many false warnings in some regions. Jacksonville Sheriffs Office Current Funding Resources The company operates on a program based budget and any big project that requires a huge amount of money is seen as a major capital expenditure, this is only considered significant to projects regarded as beneficial to the community. Another funding comes from 911 administration budget that includes emergency phone service that supports phone tax of 10% of the basic phone rate. Quick response to emergencies is promoted by the use of emergency 911 services much like traditional telephone companies and in case of any help, the nearest public safety operator dispatches appropriate services (Watts et al., 2011). Emergency services within the company are always ready to assist anytime, a character that makes Jacksonville Sheriffs Office one of the best companies in the region. Strategies of the company Jacksonville Sheriffs Office is planning to have latest communication technology services as well as other latest emergency response tools. For instance, the 911 is based on analogue technology and therefore does not support many features of the digital technology. This has created many failures in the system although callers to the service believe that their latest technology matches the technology at the 911 call center yet modernization of the system has not taken place. Jacksonville Sheriffs Office is also planning to increase their modern dispatch technologies such as automatic vehicle location and personal location used to show the dispatchers and commanders where the personnel are. There are also plans to add gadgets such as Premier One CAD and mobile to facilitate resource allocation deployment. Digital radio systems will be used to send call for help because of the existence of the systems that can pinpoint the location of each radio and user. In this case, any responder in trouble can be easily traced by just pressing a button. Commanders and dispatchers will begin using manual checklist and NIMS-compatible systems to track all responders. These systems are also capable of alerting the commanders about the conditions in the field. Handheld mobile ID’s can be used to allow a faster check in process. This can also be used to confirm responder’s identification as well as reaching the incident scene more quickly. There will be inclusive electronic record of all resources that will help in ensuring overall site safety by avoiding unlawful access. Jacksonville Sheriffs Office is further planning to have technology to be used in monitoring and trucking to ensure total asset visibility. Wireless network will be used to track assets at the point of activity. This will enable the dispatchers to monitor what is taking place at the field from the main office (Watts et al., 2011). There are vehicle trackers that are used to track all the vehicles as well as providing maps that can guide drivers to their destinations. There will be training program in resource management that will extend to the scene where every officer at the sight will be expected to exercise maximum responsibility in ensuring safety of all the resources used. Before officers go for any mission, every officer will be assigned equipment that is well recorded. The management stresses the responsible use of equipment’s and substances as any misuse or mishandling of the resources may impose threat to the users at the field. All the equipment used in the field are disinfected, as they should be in order to avoid any danger that they may inflict on users. There exist several accountability systems such as model city systems that are used to ensure proper management of equipment from within the premises to the field where they are utilized and back to their origin. There is fair distribution of resources attributed to the extra personnel that may be employed when the task overwhelms the assigned officers. Equipment and vehicles are kept track of throughout the operation as well as mutual aid systems put in place to track off working hours and operations in the field. Furthermore, there will be regular training of individuals within the interdepartmental that will enable smooth running of operations. Company’s strengths, weaknesses, opportunities, and threats Ability to access emergency services by dialing 911 is crucial as far as public safety is concerned because consumers of telephone service must be able to reach emergency services as quick as possible. The company boasts of being the only private organization offering emergency services in a populous city with many entertainment facilities. They also have opportunity of serving the vast variety of guests who strongly require emergency services (Watts et al., 2011). The location where the company operates is accident prone and is characterized with other issues that may interfere with someone’s health, safety, or property. Moreover, the company has well trained staffs that make sure that 911 calls are answered professionally. 911 still seem to be the best system that can trigger the quickest immediate response within the city. Some of the opportunities available for the company include the increased use of 911 services in the wireless phones. The higher percentage of 911 system users is still projected to rise even more than expected. Ability to call 911 and the prompt delivery of wireless 911 calls to public safety organizations is on the rise and is supported by many people because it is indisputably the best available emergency response communication feature. It is therefore clear that the organization can exploit other opportunities and increase their presence in many other regions outside their current presence (Moore, 2009). There are also backup available from other organizations and government agencies that are ready to provide funds and partner with Jacksonville Sheriffs Office and further promote the implementation and awareness of 911 and international three digit emergency communication system. Availability of like-minded public safety associations and other stakeholder groups that provide a great opportunity that promotes the company’s operations. 911 communication system provides an opportunity for the company to benefit a lot because most people can afford the services and many people as well as the communities around appreciate the operations of the system. The beneficiaries of 911 are always ready to part with some donations or even volunteer some services to the company. Some of the weaknesses affecting the company are lack of proper accountability for and adequate data on funds that flow through the system as well as inadequate policy forum for discussing fundamental issues such as who and how should the database run and how to evolve coherent standards (Watts et al., 2011). There are new expensive training requirements in the new technological environment that seems too expensive to afford by the company. Flow of money has never been constant and this imposes a great threat to the operations of the company. Moore (2009) explains that an oncoming rush of technological change imposes a great threat to the 911 communications that still seems analogue because it does not integrate other features such as use of text messages. The other threat is the gaps between what communities expect the 911 system to have and what the service can actually do thus threatening the company in trying to meet demands of the public (Green, Fettes & Aarons, 2012). Lack of adequate technologically informed people who are too costly to hire to help in transforming the communication service from an analogue technology to a digital and more interactive technology. Analysis of the companys telecommunications Jacksonville Sheriffs Office communication strategy is aimed at improving response by depending on the accuracy of the location information passed via 911. Wireless service providers the Public Safety Answering points with the telephone number of the originator of a wireless 911 call as well as the more precise location of a cell site particularly the latitude and longitude of the caller. Such kind of information are usually required to be accurate to within 50 to 300 meters based on the location technology being utilized although this kind of system is only applicable to outdoor measurement. 911 communications are designed in such a way that when a customer makes a call especially from a wireless phone, the call will inform the emergency operator the location of the emergency immediately and provide the operator with the caller’s wireless phone number (Federal Communications Commission, 2014). In this case, an operator may be able to get back to the caller when 911 calls are disconnected. Unfortunately, PSAP still do not have the technical ability to receive texts, photos and video as the current digital technology requires. In addition, in case a caller’s wireless phones do not have a contract service with a wireless service provider and an emergency call is disconnected, the caller must call the operator back (Moore, 2009). Generally, Jacksonville Sheriffs Office communication operators are trained on how to handle many unusual communications in a professional manner to ensure efficiency and effectiveness. The call takers will always ask whether the caller requires police, fire, or ambulance before transferring the caller to the right agency. Recommendations Jacksonville Sheriffs Office needs to eliminate some of the barriers that interfere with the smooth running of its operations. Some of the recommendations that may enable the company to operate smoothly include: 1. The company should adopt a new technology that can help them capture information such as call incident and location to reduce the loss of vital information that usually go unmeasured because of inadequacy of devices and network. 911 system should be controlled more like an internet but not as an old telephone system to enhance efficiency and effectiveness. 2. Public education campaigns aimed at informing the public about alerting and emergency response issues, as may be appropriate as well as advising governments on the order in which issues could be addressed. 3. There should be collection of baseline data that may be used to develop statistics or data that identifies trends and displays of hot spots within the city thus knowing where and what to do in various locations. There should also be a notable feedback system that may be used in determining performance and even help in improving some notable features of the 911 system such as the automatic collection of data in its application to 911 systems. 4. The company should institute proper policies that may enhance accountability to the huge amount of funds they receive from different partners. This will help in improving integrity of the organization and attract many volunteering organizations and other possible financial partners. Conclusion In general, there are many cases requiring emergency communications and Jacksonville Sheriffs Office understands that 911-system offers the best solution to the challenges. It is indeed undisputable that 911 communications provide Jacksonville Sheriffs Office with a solid and timely way of communicating with the public and employees especially in passing prompt and emergency information (Green, Fettes & Aarons, 2012). The 911 communications feature has been of great significance to the many city residents by ensuring that people get much needed help when they are in awkward position. Jacksonville Sheriffs Office has saved properties and lives even though they have been facing numerous challenges in their quest to handle urgent issues. The efficiency and effectiveness of the company has been hugely affected by lack of adequate funding. A number of changes need to be made to both the 911 system and other technological devices that can facilitate application of digital technology. References Barrie Police Service. (2014). Retrieved from http://www.police.barrie.on.ca/911-communications Federal Communications Commission. (2014). Green, A. E., Fettes, D. L., & Aarons, G. A. (2012). A concept mapping approach to guide and understand dissemination and implementation. The Journal of Behavioral Health Services & Research, 39(4), 362-73. doi:http://dx.doi.org/10.1007/s11414-012-9291-1 Moore, K, Linda. (2009, June 16). Emergency Communications: The Future of 911. Emergency Communications: The Future of 911. Congressional Research Service. Retrieved from http://pdf.911dispatch.com.s3.amazonaws.com/crs_911_june2009.pdf Watts, J., Cowden, J. D., Cupertino, A. P., Dowd, M. D., & Kennedy, C. (2011). 911 (nueve once): Spanish-speaking parents perspectives on prehospital emergency care for children. Journal of Immigrant and Minority Health, 13(3), 526-32. doi:http://dx.doi.org/10.1007/s10903-010-9422-9 Read More