FEBRUARY 2012

We want your feedback on 9-1-1 maintenance services

We are conducting a customer satisfaction survey to identify successes and areas for improvement for maintenance services provided by the Systems Operation Center (SOC). All public safety communications personnel are encouraged to participate, from calltakers to directors.

MARC public safety communications technicians provide tier-I service and support, Monday through Friday from 8 a.m. to 5 p.m. MARC contracts with Commenco to provide tier-II and after-hour/weekend support to the region’s PSAPs. You may provide general feedback or comment on a specific circumstance for tier-I and tier-II SOC services. The survey, which should be submitted by Friday, March 2, is available online and on the public safety intranet.

Don’t forget, no matter what time or day it is, the only number to call to report PSAP 9-1-1 answering equipment or network issues is 816/421-2911.The SOC number was established to make reporting maintenance issues as quick and easy as possible for PSAPs.

Staff contact: Nikki Thomas, 816/701-8323

New procedure for using Language Line postponed until March 15

In January, we informed MARC PSAPs of a change in the procedures for accessing Language Line interpretation services that was set to take place Feb. 15. Language Line has postponed the switch until March 15.

Beginning March 15, MARC PSAPs will follow these steps to access Language Line’s interpretation services:

1. With the caller on the line, press the Language Line button or speed dial entry on your 9-1-1 position, per current procedure.
2. An automated attendant will answer the call and ask for your PSAP ID — the same two-digit code that you currently provide when calling Language Line. We encourage you to take a moment now to visit the public safety intranet and learn your PSAP’s ID code. If you can’t remember you PSAP ID at the time of the call, press the # key for assistance. Your call will be transferred to a live, Spanish-speaking interpreter. NOTE: The 9-1-1 caller is still on the line and can hear the automated attendant as well as you dialing your PSAP ID. It is not uncommon for the caller to also start pushing buttons.
3. If the 9-1-1 caller needs a Spanish-speaking interpreter, the call can continue at this time. If the caller needs another language translated, the operator will transfer the call so an appropriate interpreter can be located.

Language Line says it is switching to an automated call answering system to provide faster connection time to interpreters, more accurate data collection and a more consistent process with each call.

If you have any questions about these changes, email the MARC Systems Operation Center or call 816/421-2911.

MARC region strongly represented at 911 Day at the Capitol

Public safety communications directors and personnel from across the state met in Jefferson City, Mo., on Jan. 17, to talk with legislators about important issues facing 9-1-1. People from the MARC region visited with more than 30 Missouri representatives and senators or their staff to talk about 9-1-1 funding challenges.

Keith Faddis, MARC’s public safety program director, also presented to legislators at the opening of 911 Day at the Capitol.

Staff contact: Saralyn Hayes, 816/701-8314

Public safety program welcomes a familiar face

Chris Allen Hunter is the new public safety program assistant. She has more than 20 years of experience in the nonprofit arena as an administrative assistant. Chris worked in MARC’s emergency services department for four years before joining the 9-1-1 public safety program. She will support the program’s training and public outreach activities.

Contact Chris directly by email at callen@marc.org or by phone at 816/701-8360.

TAC registration now open

9-1-1 ALL•STARS: Celebrating the Best in the Game

Join us for the 15th Annual Telecommunicators Appreciation Celebration and Outstanding Performance Awards on Friday, April 13 from 6–10 p.m. Register by Friday, Feb. 24, and be automatically entered to win a free night's stay (night of your choice depending on availability) at the DoubleTree Hotel in Overland Park. The final registration deadline is 5 p.m. on Friday, March 30.

New this year:

We’re selling raffle tickets prior to the event. Enter to win an entertainment package complete with a flat screen 46" HDTV and a WiFi Blu-ray player! The winner will be announced after dinner and must be present at the banquet to win. Raffle tickets are $2 each or three for $5.

Staff contact: Adam Geffert, 816/701-8221

Featured courses

Active Shooter for Telecommunicators • April 26, 8:30 a.m.–5:30 p.m.

Active shooter incidents pose several unique concerns for all facets of public safety communications. During this eight-hour course, participants will learn about the history of active shooter incidents with a special emphasis on events that have occurred in our region.

Calltakers, dispatchers and supervisors will leave prepared with the critical skills necessary to manage an event of this magnitude. This class is certified for eight hours of continuing education for all Missouri Telecommunicators by the 911 Oversight Committee of the State Emergency Management Agency. Register now»

Officer Down • June 7, 8:30 a.m.–12:30 p.m.

This four-hour course will explore the issues and challenges of handling an incident when an officer is incapacitated in the line of duty. Telecommunicators will learn what resources are needed to handle officer-down incidents and what information they need to relay to other responding officers and agencies. Register now»

Staff contact: Greg Hook, 816/701-8273

VRS: An alternative for hearing- and speech-impaired people to contact 9-1-1

According to the FCC, video relay service (VRS), a form of telecommunications relay service (TRS), helps hearing- and speech-impaired people communicate more naturally and efficiently than with other forms of TRS, like TTY.

How it works:

• The caller uses a computer or television with a video camera and a broadband Internet connection to contact a communications assistant (CA) at a VRS.
• The caller and CA communicate using American Sign Language.
• The CA calls 9-1-1 and tells the telecommunicator the information the hearing- or speech-impaired person is signing.

Because no typing is involved and because the person making the call is able to use American Sign Language, they are able to better express themselves through facial and body language. VRS is free to the caller and funded by the FCC’s Interstate TRS Fund. 

Learn more about how people may use a VRS to call 9-1-1 with this PSAP training video, developed by a VRS vendor.

Staff contact: Saralyn Hayes, 816/701-8314

Reminder: Submit error reports through Info Manager

Have you answered a call that returned incorrect information, was misrouted or displayed a “no record found” message? If so, please remember to promptly submit an error report using Info Manager directly from your 9-1-1 workstation or by following your agency’s procedure. This helps improve the quality of ALI records in the regional 9-1-1 database.

Staff contact: Saralyn Hayes, 816/701-8314

Upcoming Training Opportunities

Feb.28: Refresher A

March 1: 9-1-1 Crisis Calls

March 6: Call Interrogation

March 7: Refresher TTY

March 8: Disaster Communications

March 9: 9-1-1 Equipment Training

March12–15: Communications Unit Leader Training (COML)

March 22: Handling Vehicle Pursuits

March 27: Bomb Threats and Explosive Response

April 2–6: Basic Telecommunicator Training

April 3: Refresher GeoLynx

April 5: Refresher TTY

April 10: 9-1-1 Equipment and TTY Training

April 11: Mo-TERT Team Leader

See a complete list of upcoming
9-1-1 training opportunities and GTI courses included in the 9-1-1 training consortium membership.

Special Events and Trainings

Feb. 23: Professional Development Series — From Buddy to Boss

April 13: 15th Annual Telecommunicators Appreciation Celebration and Outstanding Performance Awards

Maintenance Services

In nonemergency situations, you may email maintenance requests or questions to 911techs@marc.org.

If your issue requires immediate attention, or if you think it might, please call 816/421-2911 any time day or night.

Remember, it is important to reboot your 9-1-1 workstations at least once each week, Monday through Friday between 8 a.m.–5 p.m., when a MARC communications technician is available should you experience any problems. This will automatically update the GeoLynx map data on your workstation.

PSAP Managers Forum

The PSAP Managers Forum is an excellent resource for managers and supervisors to share and exchange ideas, concerns and suggestions.

Have a story you want to share?

Email Jen Houston or call 816/701-8394.