Texting 911 proving to be a success for county; officials aim their sights at better technology
In the back room of the Camden County communications center in Lindenwold, the tempered voices of dispatchers direct distressed residents in times of crisis.
“Sir, calm down. Tell me the mile maker that is on your side of the road,” is an example of the unambiguous direction heard in the “alarm room” at the communications center. These dispatchers go through a 12-week training period before they are considered ready for the job, explained Camden County Public Safety Capt. Eric Hoban.
“They don’t panic,” he said.
Dan Keashen, director of public affairs for the county, dubbed the room “the nerve center for public safety” in Camden County.
Several years ago, in an effort to consolidate emergency service lines in the county, the center in Lindenwold became the call center; every fire emergency, ambulance call and a majority of 911 calls are received in the alarm room and local municipalities are then dispatched. Of the 37 municipalities, Cherry Hill and Gloucester Township are the only municipalities that dispatch their own police.
According to Freeholder Jonathan Young, the alarm room receives more than 1 million calls for service a year. At peak hours, between 11 a.m. and 11 p.m., 35 people take calls and monitor situations from the room.
While a phone call to 911 is the preferred method of contact, since 2016, the county has another type of data to track — texts for 911 service.
“It is just another tool we were looking to have for residents to cry for help,” Young said.
He added, “This was put into play for extreme situations, if you cannot speak.”
Camden County was the first of New Jersey’s 21 counties to make the move to text capability; every county now has the ability to receive requests for 911 service via text.
In the first six months of 2018, the county has received approximately 137 texts.
In that same time frame, approximately 221,000 calls have been registered.
The program was funded largely by federal grants that were sprinkled throughout the country to increase 911 capacity.
The grants are referred to as Next Generation grants intended to transform 911 capabilities. Young explained that, in the near future, county residents will be able to send video messages to the communications center.
Going deeper, he said that most 911 systems were constructed using analog technology rather than digital, and for states to implement services such as video texting for 911 services and more, public safety technology must evolve. However, the funds need to be there.
Referencing the “911 fee” at the bottom of each phone bill, Young said New Jersey residents pay an average of .90 cents per phone on each bill.
“That’s supposed to go to the state and the state is supposed kick back to the individual county,” Young said. He mentioned that, since 2008, approximately $1.3 billion of that tax has yet to make it to any county or municipality stating that the money has been funneled into the state’s general fund and to fill budget gaps.
“Camden County puts up $6 million a year of that tax,” Young said.
Regardless, Camden County continues to track data and study current 911 capabilities.
Hoban said, “In those situations where you couldn’t have called before without putting yourself in danger, you have an option.” He mentioned domestic violence issues, breaking and entering and active shooter situations as examples.
In terms of efficiency, Keashen said, “If you can say one thing, say location.”
Echoing that statement, the county’s director of public safety, Rob Blaker, referencing inaccuracies he sees in television shows about law enforcement, said, “It’s not: ‘911, what is your emergency.’ It is: ‘911, where is your emergency.’”
Hoban explained that once a text comes in, a dispatcher is able to track the sender’s location while contacting local law enforcement.
For more information on Camden County 911 services, visit http://camdencounty.com/service/public-safety/communications-center/.
