The Utah Poison Control Center (UPCC) and Salt Lake Valley Emergency Communications Center (VECC), Utah’s largest 911 Call Center, have partnered on a job-shadowing program to better serve Utah citizens. As the largest public safety answering point (PSAP) in Utah, VECC answers 911 calls throughout the valley up to 4,000 calls a day, approximately one million calls a year. As both VECC and the UPCC better understand each other’s strengths, they can more effectively provide vital free services to Utah citizens.

CLOSE CALLS

Gigi: We’ve worked with the poison center for years and would often see them at community events. During one of these events, we started discussing the ideas of a job share. We wanted to accurately determine when we should send calls to the UPCC. We both wanted to build the relationship.

Missy: I sat in with the poison center and was immediately impressed with how much knowledge the poison specialists have. I have assumed that most of their information would come from a big database. This is how it works at 911—we have instructions for different situations. But at the UPCC, the database is in the heads of workers. The toxicologists and the specialists use their extensive knowledge to immediately answer questions and provide instruction.

People who call 911 or the UPCC are usually in a panic, so a big part of the job is to remain calm and be able to help the callers to provide useful information. The poison specialists at the UPCC are excellent at this. They are also excellent at follow-up—they follow up on each and every call. Everyone listens in on the calls and jumps in to help when needed. This is important because the person calls back, any one of the specialists can talk to them which makes the follow-up more effective.

Gigi: The partnership helps both 911 and the UPCC to better serve the public in an efficient manner. We have complete confidence that when we hand off a caller to the UPCC they will be taken care of in the best possible way.

The partnership also helps to better manage healthcare resources in Salt Lake Valley because we can better utilize the EMS rigs that re sent out. The UPCC can often provide callers with options to handle situations at home, without the need of an ambulance. Our 911 dispatchers don’t always have the knowledge to determine whether an ambulance is needed on poison-related calls. The UPCC specialists can make those assessments. Families aren’t saddled with the costs of an unnecessary emergency room visit and EMS resources are not wasted.

Missy: The UPCC is also vital in the emergencies to relay information to the emergency medical personnel when they are en route to an accident. This information helps the EMS professionals be better prepared when they arrive at the scene.  The open line of communication between the UPCC and 911 allows 911 to provide the EMS workers with information about exposures and other potential hazards they may find when they arrive at an accident site.

Gigi: We have learned so much because of this partnership and are excited to see the relationship grow and develop.

West Valley City, Utah – April is National 9-1-1 Education Month, and the National 9-1-1 Education Coalition (the Coalition) is encouraging public safety officials, schools, government officials, and industry leaders to engage in this national effort to educate the general public about the importance and appropriate use of 9-1-1 services. To support this endeavor, the Coalition has launched the 9-1-1: The Number to Know awareness campaign to allow these entities to speak together with one voice while supporting specific 9-1-1 messages being promoted in the local community.

This month-long campaign is designed to help citizens of all ages recognize the importance of 9-1-1 and their role when calling 9-1-1.

Many groups, including the United States Congress and members of the Coalition, also recognize April as National 9-1-1 Education month and encourage the media, the 9-1-1 community, the wireless industry, and public information providers to engage in 9-1-1 awareness and education activities this month. The Coalition has created a variety of resources for 9-1-1 professionals, public educators, and citizens on its 9-1-1: The Number to Know website,www.know911.org.

The National 9-1-1 Education Coalition is a volunteer group of public safety, education and industry stakeholders, formed to support the nationwide coordinated promotion of National 9-1-1 Education Month and National Public Safety Telecommunications Week. Members of the Coalition are represented by the following organizations: E9-1-1 Institute, 9-1-1 for Kids^®, 911 Industry Alliance, Association of Public Safety Communications Officials (APCO), CTIA—The Wireless Association^®, National Academies of Emergency Dispatch (NAED), National Association of State 9-1-1 Administrators (NASNA), and National Emergency Number Association (NENA). For more information about the Coalition, visit www.e911institute.org.

APCO Utah held its 8^th Annual Hall of Fame Awards Banquet on Wednesday.  Awards were presented for various categories in recognition of distinguished service in support of public safety.  VECC won the award for the Large Agency Incident of the Year 2010 -2011 for the Machine Gun Fire of September 19-20, 2010.  The award cited the work of 70 VECC employees who assisted in the incident for their outstanding performance and commendatory accomplishments. Additionally, Gigi Smith was recognized with the Distinguished Service Award for her hard work and dedication to public safety while serving as an executive board member of the Utah Chapter of APCO, the Regional Director for APCO’s Western Region, and as a member of the APCO, International’s Executive Board.

Daytona Beach, Fla. — May 23, 2011 — The Association of Public Safety Communications Officials (APCO) International has awarded both Salt Lake Valley Emergency Communications Center (VECC) and City of San Luis Obispo Communications Center with the prestigious Horizon Award for their proactive technologic achievements within the communications center and the public safety industry.

APCO’s Horizon Award recognizes the technological advancements of communications centers across the nation with the enhancement of voice and data communications while acknowledging the efforts of communications centers that have proactively assessed and met the technological and operational needs of their center, employees, and service population. The award is presented to one large and one small telecommunications center annually.

The 2011 Horizon Award for a Large Center is being presented to Salt Lake Valley Emergency Communications Center (VECC). VECC created a robust in-house E-Learning Environment, enabling employees at all levels to engage in media rich learning activities while at their desk. The VECC E-Learning Campus, VECC Online, is built upon Claroline’s Open Source eLearning and eWorking platform. This framework launched in March 2008 and has since become the largest method used for continued dispatch training.

The 2011 Horizon Award for a Small Center is being presented to City of San Luis Obispo Communications Center. City of San Luis Obispo built a technologically advanced communications center highlighting dispatchers’ safety, security and personal needs. The Center offers technology including cat6 data cable and fiber wires, Clear Cube blade PC technology, AT&T Viper 911, Pano Virtual PCs, virtual server clusters, Spillman CAD, Text to Voice Fire Station Alerting system, New Tait city-wide emergency simulcast/digital radio system, and Russ Bassett console furniture. The project was led by an Information Technology team.

“VECC and City of San Luis Obispo Communications Center’s are leading the way to the future and the norm of telecommunications centers by showcasing the highest technologic enhancements and demonstrating efficient operational procedure. They serve as a role model to the public safety industry and APCO is happy to emphasize their success,” said Bill Carrow, president of APCO International.

Nominations for the Horizon Award were accepted February 1 through April 1 and a selection committee reviewed the entries blind as it relates to vendor-specific technology to choose a winner. VECC and City of San Luis Obispo will be recognized in APCO’s official magazine, Public Safety Communications, on APCO’s website, and at APCO International’s 2011 Annual Conference from August 7th-10th in Philadelphia, Pa.

About APCO International
APCO International is the world’s largest organization of public safety communications professionals. It serves the needs of public safety communications practitioners worldwide — and the welfare of the general public as a whole — by providing complete expertise, professional development, technical assistance, advocacy and outreach. www.apcointl.org.

Valley Emergency Communications Center (VECC) has been nominated for the The Association of Public-Safety Communications Officials – International (APCO) Horizon Award.

The Horizon Award: Recognizing the Proactive Achievements of Communications Centers

This award serves to recognize the technological advancements of communications centers across the nation with the enhancement of voice and data communications. Technology has a direct correlation and impact on operational policies and procedures. The intent of this award is to acknowledge the efforts of communications centers that have proactively assessed and met the technological and operational needs of their center, employees and service population.  Source: APCO’s Website

2010 saw numerous Technical advancements at Salt Lake Valley Emergency Communication Center (VECC). The first project that had one of the most notable impacts on the center was the fully deployed CAD2CAD interface. VECC is a Primary Public Safety Answering Point (PSAP) in Salt Lake County; as such it handles 911 calls for service for two thirds of the geographic region. Many calls for service are outside the dispatch service area of VECC. Through grant funding a joint project was put together that involved VECC and the Salt Lake County Sheriff office a secondary PSAP. The project was to provide interoperability between the disparate Computer Aided Dispatch (CAD) systems.

The project took approximately 18 months to complete and involved both agencies CAD vendors as well as a third party vendor to deploy an Enterprise Service Bus (ESB). The project was developed to expedite information from one PSAP to the other as well as to reduce the duplication of questioning, that was time consuming and frustrating for the caller.

The system also provided a real time combined data feed to a web based secured application for monitoring and displaying calls for service as well resources utilized on those calls. The application that was chosen was provided by FlyteComm.

After the success of the CAD2CAD with the Sheriff office, VECC expanded the ability of the interface to include Gold Cross Ambulance and yet another disparate CAD system. This interface facilitates the data transfer on specific calls to EMS requests for transport. In the past these notifications were manually made by telephone and sometimes delays were experienced.

When VECC’s current building was constructed in 2000 the location was not equipped to allow for redundant paths for emergency telephone connection. Essentially there was one pedestal that controlled all lines into the facility creating a single point of failure. In 2010 VECC was able to resolve this issue by upgrading to a Self Healing Alternate Route Protection (SHARP) ring. This provided VECC with a dual route auto-detecting redundant feed eliminating the single point of failure. The SHARP ring also provided fiber connectivity opposed to the old copper lines.

With the upgrade to the telephone line feed VECC was able to pursue Next Generation 911 (NG911) capabilities. Working with our service provider Qwest and Intrado we were able to install IP based wireless call transfers through the Intrado Intelligent Emergency Network (IEN). This project was the first in the State of Utah and is currently being used as the model for a statewide role out. In December of 2010 VECC’s 11 wireless trunks were cut over to the new network.

In September of 2010 VECC performed a forklift upgrade to our CAD system hardware. The old hardware was 4 years old and was never intended to accommodate nearly 350 mobile users in addition to dispatch operations personnel.

The new IBM solution provides VECC with enough hardware resources to accommodate the current mobile users as well as allowing for future growth. The new system also provides enough resources that should an agency desire, they could host their Report Management Software (RMS) on VECC’s server.

The old system provided redundancy in that there were two servers; however they were side by side in the same server room. With the new hardware we were able to separate the two servers by means of a fiber connection into a different building on campus. This measure added and additional layer of redundancy to the Center.

One issue that VECC experienced during the H1N1 virus outbreak was the need to be able to data mine calls that were pertinent to the outbreak. We currently had no user friendly application to segregate calls based on symptoms. We located a vendor FirstWatch that met the need. We purchased the required hardware and software. Since May of 2010 we now have a user friendly web based dashboard that allows not only Center for Disease Control analysis but also allows our fire/ems agencies real time analysis of all fire and medical related calls.

The last improvement that was made during the year was another forklift upgrade of our audio recording system. The old system was nearly 8 years old and had limitations to the amount of storage space. The limit was 60 days. If an agency required a copy of the call it needed to be manually pulled and archived somewhere else in that time frame. The current system allows us to store that same data for 180 days. Another benefit from the new system was the ability to monitor both radio and/or telephone traffic real time if a situation requires.

2010 was a very busy and protective year here at Salt Lake Valley Emergency Communication Center.

April is National 9-1-1 Education Month.  Here are some tips when calling us.

9-1-1 needs to know where to go

• When calling 9-1-1, one of the first things you’ll be asked to provide is the location of the emergency you’re reporting.
• The call taker may not automatically know your location or may ask you to confirm it.
• Tell the call taker the location of the emergency. Provide landmarks such as cross streets and mileposts.
• Always be aware of your surroundings.

Know your cell well

• The current 9-1-1 system is designed for voice communications only.
• Texting 9-1-1 is not an option in most locales; you must dial 9-1-1 and speak with a call taker.
• Lock your keypad when you’re not using your phone, so 9-1-1 isn’t dialed by mistake. For the same reason, don’t put 9-1-1 on speed dial.
• Do not give old phones to children as toys. A wireless phone with no active service can still call 9-1-1.
• If you accidentally call 9-1-1, stay on the line and tell the receiver that you do not have an emergency.

9-1-1 is for emergency use only

• Call 9-1-1 for emergencies only.
• It is appropriate to call 9-1-1 when you need to save a life, stop a crime or report a fire.
• 9-1-1 is the right number to call in an emergency when a prompt response is needed.

Know how to use 9-1-1 with the phone you own

• Before you need help in an emergency, be sure to understand how the type of phone you use affects your call to 9-1-1.
• Cell phones may not automatically tell 9-1-1 where you are.
• Know the capabilities of the device you are using (landline, cellular, VoIP) when calling 9-1-1.

Remain calm, be prepared

• Try to stay calm, listen carefully, give information and follow all instructions.
• In an emergency, seconds matter, so being knowledgeable and prepared can make all the difference.
• Knowing when to call and what to expect when you phone 9-1-1 can help reduce fear and feelings of helplessness in an emergency.

Help 9-1-1 help you

• The more you know what to expect when you call 9-1-1, the faster 9-1-1 can get you the help you need.
• If you dial 9-1-1 for a non-emergency matter, you are tying up resources that could be needed in a real emergency.
• You can save a life! Follow all instructions the 9-1-1 call taker gives you, and don’t hang up until the call taker does.

Valley Emergency Communications Center is now accepting applications for  Public Safety Communications Officer.

VALLEY EMERGENCY COMMUNICATIONS CENTER JOB DESCRIPTION

TITLE: PUBLIC SAFETY COMMUNICATION OFFICER

EFFECTIVE DATE: July 2010

REPORTS TO: Training Coordinator and/or Shift Supervisor

APPROVAL AUTHORITY: Director

CAREER PROGRESSION TO: Public Safety Communication Officer I

GRADE: 1 STEP RANGE: $11.82 to $12.82

FLSA: Non Exempt

PROBATIONARY PERIOD: 12 Months

EEO DESIGNATION: Administrative

SUMMARY/GENERAL DESCRIPTION OF POSITION:

Under general supervision of the Training Coordinator and/or Shift Supervisor, employee will learn and become competent to receive and process non-emergency and emergency calls for police, fire, medical responders and other public service departments via telephone and other communication devices.

ESSENTIAL DUTIES & JOB FUNCTIONS:

1. Receive requests for police, fire and medical service by phone and answer routine 9-1-1 emergency and non-emergency calls. This position is responsible for obtaining and gathering data concerning the authenticity, nature, and location of the incident and caller’s identity; based on established operating procedures. Relays all information to appropriate agencies.
2. Evaluates speech and emotional state of caller. Takes action necessary to calm caller, provides instructions, assistance, and provide services as required by the circumstances.
3. Operates computer terminal to transmit or receive police record information.
4. Ability to take information from multiple sources regarding an ongoing situation and produce an accurate narrative with key elements and facts.
5. Ability to listen and/or give instructions while quickly and accurately entering information using a keyboard and other center systems.
6. Ability to remember and accurately transcribe spoken information including names, addresses, sequences of letters and numbers, descriptions and directions.
7. Relays medical and other instructions to callers according to established protocols.
8. Maintains appropriate records and prepares reports of activities occurring during shift.
9. Communicates with the public, user agencies and outside agencies in a courteous manner and processes information efficiently.
10. Able and willing to work on any shift, any day of the year including holidays, and to work overtime as necessitated by events of the day or for anticipated heavy service load events/shifts.
11. Demonstrates an ability to effectively listen, speak and write and interact within a diverse workgroup, with emergency personnel and the public.
12. Demonstrates ability to maintain a professional demeanor in complex or difficult situations and ability to produce clear, written correspondence.
13. Cultivate and maintain a climate that is free of harassment, intimidation, and disrespect.
14. Perform other duties as required or assigned.

WORKING CONDITIONS:

Work schedule requires overtime, nights, evenings, weekends, and/or holidays. Work is confined to an immediate work area that requires continuous staffing. Sit for long periods, using telephones and computers. Time is spent at computer display terminals viewing monitors. Work involves sensitive telephone contact with the members of the public, who may be hostile, emotional, unstable, or physically or mentally distraught. This position requires the ability to deal with times of high stress due to medical and other emergencies. Light physical effort required. Regularly required to sit or stand, bend and move about the facility.

JOB REQUIREMENTS (Education, Experience, Professional Affiliations)

Mandatory:

1. High school diploma or G.E.D. and 18 years of age.
2. Typing speed of 40 net WPM.
3. Excellent writing skills, including spelling and grammar, and concise paraphrasing skills.
4. Must obtain EMD/CPR certification within three months of employment.
5. Must obtain BCI certification and an active login within six months of employment.
6. Must obtain NIMS 100, 200 and 700 certifications within twelve (12) months of employment.
7. Must be able to obtain and maintain POST certification.
8. Ability to speak in clear and concise English. Able to understand, follow and recall complex verbal and written instructions and information.
9. Ability to learn to operate a variety of radio, computer, telephone and other communication devices.
10. Ability to think clearly and critically and act quickly in emergency or stressful situations.
11. Able and willing to maintain a calm, courteous, professional manner while providing good customer service along with demonstrating strong interpersonal skills.
12. Able and willing to establish and maintain effective working relations with co-workers, supervisors, fire fighters, police officers, personnel from other agencies and the public.
13. Successful completion of drug screen, background check, hearing test and eye screening.
14. Must have and maintain an acceptable level of hearing correctable to a minimum of 20 decibels in both ears.
15. Must be able to work requested and/or required shifts and/or overtime.
16. Able and willing to complete at least twenty-four (24) hours of continuing education and/or recurrent training and all mandated training required per management directives annually and to maintain required certifications.

Communications Officer

PURPOSE OF REQUEST FOR PROPOSAL (RFP)

The purpose of this request for proposal is to enter into a contract with a qualified firm to provide labor, material and  equipment required to decommission and replace an existing air-cooled scroll chiller with a new air cooled chiller of the same tonnage. It is anticipated that this RFP may result in a contract award to a single contractor.
This RFP is designed to provide interested offerors with sufficient basic information to submit proposals meeting minimum requirements, but is not intended to limit a proposal’s content or exclude any relevant or essential data. Offerors are at liberty and are encouraged to expand upon the specifications to evidence service capability under any agreement.

PURPOSE OF REQUEST FOR PROPOSAL (RFP)

The purpose of this request for proposal is to enter into a contract with a qualified firm to providelabor, material and equipment required to decommission and replace an existing air-cooled scrollchiller with a new air cooled chiller of the same tonnage. It is anticipated that this RFP may resultin a contract award to a single contractor.This RFP is designed to provide interested offerors with sufficient basic information to submitproposals meeting minimum requirements, but is not intended to limit a proposal’s content orexclude any relevant or essential data. Offerors are at liberty and are encouraged to expand uponthe specifications to evidence service capability under any agreement.

Complete RFP Document.  3.4 MB PDF

After action notes including units dispatched, channels utilized, key individuals and incident benchmarks.Prepared by : Salt Lake Valley Emergency Communications Center (VECC)

On the afternoon of September 19th, 2010, around 1300 hours, Salt Lake Valley Emergency Communications Center (VECC) received several reports from citizens in the City of Herriman and surrounding areas that there were large amounts of light smoke in the area. They believed it was coming over the mountain from the south of them near the military base Camp Williams. Engine and Auxiliary 103 of the Unified Fire Department were dispatched to investigate. Within several minutes units arrived in the area confirming visible smoke from south of the mountain. Units were informed there was active weapons training at Camp Williams prior to the smoke being seen. Units responded to the top of Arnold Hollow and established that the fire was not near our jurisdiction and there were several fire breaks still in place. Additionally, information was received from Utah Valley Special Service District Dispatch Center (UVSSD) that the fire was confirmed to be on Camp William’s property and it was under control. At that time units advised they would be available for other calls but would continue to monitor the situation.

Full Report (1.06 MB) Requires a PDF Reader.

Approximately two hours later, VECC began receiving a large number of calls from citizens regarding a field on fire in the Cove area of Herriman. Most callers were reporting visible smoke only. With the information given it was believed to be the fire reported earlier at Camp Williams. However, because the Center was becoming inundated with calls, the on duty supervisors requested units respond and reassess the situation. Units were dispatched back out to the scene at 15:20 hours. After obtaining further information from Camp Williams and UVSSD, and gathering a current weather report, a full assignment was dispatched at 15:48 and Incident Command was established.