The Mission-Critical Resource Center

Improving Emergency Response & Employee Wellness in Iredell County

In Summary:

  • Emergency services in Iredell County, N.C., were faced with disparate, small facilities, aging technology and less-than-ideal working conditions.
  • To overcome these challenges, the County made the decision to pursue a new facility that would house the emergency communications center, Emergency Management/Fire Services department, Iredell County Emergency Medical Services and the the Statesville EMS base under one roof, in a state-of-the-art facility.
  • Today, the new Iredell County Emergency Communications Center is part of a larger complex that houses additional county agencies and departments, allowing for increased collaboration within public safety and the County at large. The new facility also offers improved working conditions for more than 200 public safety employees.

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Memphis Police and 911 Communications Enjoys a Rebirth with MCP's Support

In Summary: 

  • Memphis Police and 911 Communications was challenged by aging infrastructure, antiquated systems and an understaffed 911 center.
  • To help overcome these challenges, the Shelby County 911 District completed two 911 center staffing studies, built a new state-of-the-art 911 center, and an upgraded computer-aided dispatch (CAD) system.
  • Today, the situation in Memphis has taken a 180-degree turn. The District has decreased their average time to answer a call from 90 seconds to 6 seconds.

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National Capital Region CAD2CAD Assessment

In Summary:

  • A CAD2CAD initiative within the National Capital Region (NCR) had been successful in reducing response times, a lack of governance structure and no rules or regulations regarding growth kept the model from being sustainable long term.
  • MCP helped the participating agencies lay out a detailed plan for the program's future.
  • Today, the CAD2CAD program sees continued success following MCP's recommendations.

Overview and Agency Challenge

Participants in the National Capital Region CAD2CAD initiative include the City of Alexandria, Arlington County, Fairfax County, Loudoun County and the Metropolitan Washington Airports Authority (MWAA), which consists of Dulles International Airport, Reagan National Airport and the Dulles Toll Road. They looked to expand the CAD2CAD initiative and establish a clear vision and governance structure, as well as determine how to make the model sustainable long-term.

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MCP Helps Florida PSAP Resolve a 911 Staffing Struggle

In Summary:

  • The PSAP operated by the Fort Myers Police Department in Florida was dealing with a significant staffing shortage.
  • The organization turned to MCP to assess the situation and make actionable recommendations to resolve the issues.
  • Today, for the first time in a decade, all call-taker and dispatcher positions are filled with fully-trained personnel.

Overview and Agency Challenge

These are challenging times for public safety answering points (PSAPs). Many are dealing with funding shortfalls, others are wondering where they will find the money to implement Next Generation 911 (NG911) technology. Given this, it should come as no surprise that the PSAP operated by the Fort Myers Police Department in Florida has been dealing with a significant staffing shortage of its own. The PSAP operated by the police department in Fort Myers handles more than 200,000 emergency calls annually. Low employee morale and a high staff turnover rate were impacting the PSAP’s performance significantly and compounding existing 911 staffing issues. Other challenges they face included:

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Topics: Consulting, Workforce Optimization, Case Studies

Posted on January 2, 2019

Pennsylvania Region 13: A Holistic Approach to Network Management for Less

In Summary:

  • Region 13 Task Force in Southwestern Pennsylvania covers a population of 3 million people and 713 public safety agencies.

  • The Region needed a cost-effective, yet reliable, network maintenance solution to monitor its IP-based emergency services Internet Protocol (IP)-based network (ESInet).

  • MCP's provides the region with network maintenance and monitoring services from MCP to help them realize single-sourced, proactive and reliable network monitoring and maintenance, triage and support from one partner at the fraction of the cost of working with multiple vendors.


Overview and Agency Challenge

Region 13 designed and implemented a regional, interoperable Emergency Services Internet Protocol (IP) network (ESInet) in 2012 with the help of Mission Critical Partners (MCP). A robust and complex network constructed of dark-fiber meshed from multiple vendors and microwave hops on a Multiprotocol Label Switching (MPLS) router platform, the ESInet serves all 9-1-1 public safety answering points (PSAPs) and emergency operations centers (EOCs) in the region, as well as public safety radio and video applications. The ESInet’s mission-critical nature requires a network management and oversight solution that ensures the highest level of reliability and uptime while keeping operating costs manageable.

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