About Emergency Communications (911)
This page contains information about the Emergency Communications (911) Department of Douglas County, Kansas.
- Shift Supervisors
- Training Coordinator
- Communications Officers
- Administrative Secretary
- Day Shift: 6:45 a.m. - 2:45 p.m.
- Evening Shift: 2:45 p.m. -10:45 p.m.
- Midnight Shift: 10:45 p.m. - 06:45 a.m.
Law Enforcement Position
Responsible for the initial dispatching of all calls for service, constant monitoring of all unit status changes and handling of all other priority and/or emergency radio traffic.
Responsible for all other non-emergency law enforcement related radio traffic, including driver's license and registration checks.
Fire and Medical Position
Responsible for initial dispatching of all calls for service, unit status changes, ending of calls, and all other fire or medical related radio traffic.
Call Taker Position
Responsible for answering incoming emergency and non-emergency phone lines, interviewing callers and entering calls for service into the CAD system.
- Enhanced 911
- 800 MHz and VHF radio system
- Computer Aided Dispatch (CAD)
- Geographical Information System (GIS) and mapping
- Dictaphone Freedom recorder
- Various printers
- Fax Machine
- National Criminal Information Center (NCIC)
- National Law Enforcement Telecommunications System (NLET)
- Automated Statewide Telecommunications Record Access System (ASTRA)
Additional certifications are maintained for the National Criminal Information Center and for Cardio Pulmonary Resuscitation/Automatic External Defibrillator (CPR/AED); these require recertification every 2 years.
There are numerous traits that a dispatcher must possess in order to function well here at the ECC. These traits include:
- Ability to think quickly
- Ability to work under stressful conditions
- Clear speech
- Hearing accuracy
- Ability to listen carefully
- Visual acuity
- Ability to deal with the public and user agencies
- Ability to remember oral and written instructions
- Ability to follow instructions
- Ability to sit for long periods of time
- Ability to write clearly and spell correctly
- Typing skills or keyboard familiarity
- Ability to interface with the computer
- Ability to remain calm while dealing with frightened, hysterical or angry callers
Dispatchers monitor radio frequencies, set priorities among incoming events and dispatch police, fire and ambulances to the necessary locations using both radios and computers. They keep accurate status of exact location of equipment and personnel by maintaining radio contact.
Today's dispatcher is, in fact, an information processor. That requires more than just sending and receiving messages. Effective dispatching also demands:
Dispatchers do what most people don't: actively listen. Dispatchers devote their total energy and concentration to understanding the meaning (what is said and what is meant may not always be the same) of the words and sounds at the other end of the radio. The dispatcher's personal attitudes and feelings are kept out of the communication.
Dispatchers ask questions to determine where, what, who, how, why and what should/can/might be done in a multitude of circumstances, circumstances in which the message sender often assumes erroneously that the answers are obvious.
Clarifying and Verifying
Dispatchers make sure answers to questions are clear, complete and precise. If an answer is "far", the dispatcher wants to know how far. If an altercation is at "the door", the dispatcher wants to know which door - and "how many doors are there?". The dispatcher knows that action based on incomplete or inaccurate information may be inappropriate and /or dangerous.
Dispatchers establish priorities of importance in seeking and passing on information and directing and coordinating action. There may not always be time to obtain or to send all the relevant data, so the most essential information is obtained and/or transmitted first. There may also not always be enough officers or equipment to handle all the calls concurrently, so the dispatcher makes judgments as to the order in which action should be taken.
Organizing, Coordinating and Directing
Dispatchers often organize action; determine who goes where and when and who is responsible for what, based on protocol that has been setup in the CAD system. In the course of action, they may coordinate activities of various people and units.
Anticipating and Compensating
Dispatchers understand and anticipate the many ways in which misunderstanding may occur. They compensate for other people's existing and potential confusion, lack of information and lack of understanding.
Dispatchers remember random, often seemingly unrelated bits of information for future reference. They integrate potentially useful data from files and other sources into current situations.
To handle all their responsibilities skillfully, dispatchers are able to identify with the ways others may perceive situations; to look at events through the eyes of others; to relate information in context other people will understand and visualize correctly.
This interactive feature was created by the LJWorld in order to show citizens how 911 works in Douglas County, Kansas.