Tag: 911 dispatch

Seattle’s Newest Department Aims to Change the City’s Response to Crisis Calls

Health One, a Seattle Fire Department program that responds to low-acuity crisis calls, is a relatively new alternative for 911 dispatchers.
Health One, a Seattle Fire Department program that responds to low-acuity crisis calls, is a relatively new alternative for 911 dispatchers.

By Paul Kiefer

The last time Seattle launched a new department—Seattle Information Technology, which brought IT staff from across the city under one roof—the consolidation took years. “In contrast, we had about eight months,” said Chris Lombard, who leads the city’s newest department: the Community Safety and Communications Center (CSCC), which began work at the beginning of June.

In some ways, creating the CSCC involved fewer moving parts than the infamously messy set-up of the massive citywide IT department. When plans to move the parking enforcement unit to the CSCC fell through this spring, Lombard was left overseeing a single, crucial, service: Seattle’s 911 call center. The center, historically a civilian unit inside the Seattle Police Department, will play a key role in the city’s efforts to shift away from a police-centric approach to public safety, and the city’s decision to house the 911 call center in the department was one of the first concrete steps in that effort.

On the surface, the 911 call center hasn’t changed much since it left SPD. The dispatchers sit in the same cubicles in the same unmarked office. On one side of the room, call-takers try to draw out the most pertinent information from people in distress while racing the clock; on the other, dispatchers direct police officers to high-priority calls; and in the middle, a team of supervisors watches from a raised platform.

When a call-taker thinks that an emergency would be better handled by the Seattle Fire Department—an agency with more response options than SPD—they reach out to the fire department’s internal dispatch center, which was Lombard’s turf before he joined the CSCC. “Right now, [the fire department] is the gateway to a lot of resources, like mental health care or clinical referrals,” Lombard explained. “On our end, we’re still trying to figure out how we can connect people to more resources.” Last year, the 911 center transferred 17 percent of calls to the fire department.

Brandie Flood, the director of community justice for REACH, cautioned that housing and health care providers who can offer long-term support to people in crisis are already overstretched. “We could add a bunch of other response teams, but if there aren’t new or expanded pathways to get people in crisis the kind of back-end services they need, we just have too many cooks in the kitchen,” she said.

But the city’s goal in transferring the 911 call center to the CSCC wasn’t merely to reduce the role of the police department on paper. Practically every elected official and candidate for city office has voiced their support for scaling back SPD’s responsibilities by diverting more emergency calls to non-police responders. As new options become available to respond to emergency calls, the 911 dispatchers will be responsible for deciding who arrives on the scene first—police, the fire department, or civilian mental health specialists, for example.

For now, dispatchers are still limited to two options: police or fire. The city’s big plans for the CSCC are still on the horizon, and in the meantime, Lombard and his staff are sorting out the basics. The center hired its first human resources staffer within the past month, but other vacancies have been hard to fill. “Even though 911 operations were a civilian section within SPD, a prospective applicant had to go to SPD’s website to find job listings,” he explained. “It’s no secret that the police department has been struggling to get recruits, and [the 911 center] got caught downwind and fell victim to the same trend.”

At the same time, Lombard added, the existing CSCC staff are still processing the significance of their departure from SPD. For some long-time employees who were loyal to SPD, Lombard said that the shift has been “almost like a divorce.” But for other employees who felt taken for granted by SPD, the prospect of eventually taking a more active role in the city’s public safety system is a welcome change. “This is exciting for a lot of the staff,” said Lombard. “For the first time, they feel like the focus will be on us and what we can add to emergency response.”

The other potential game-changer in reducing the number of calls the 911 center refers to police is the rollout of the state’s 988 system next year. During the last state legislative session, lawmakers approved a plan to stand up a new statewide crisis hotline for mental health emergencies

One of the first chances for dispatchers to play a larger role in the crisis response system could come with the eventual launch of a program tentatively known as “Triage One,” a team of civilian responders who the 911 center could dispatch in lieu of police to respond to low-acuity, non-medical crisis calls. The Triage One proposal is modeled partially after the fire department’s Health One units, and the city council is still considering whether to house the program in the fire department or the CSCC.

If the Triage One units become part of the CSCC, 911 dispatchers would be able to communicate directly with the units, giving dispatchers a third option (in addition to police and the fire department’s internal dispatch system) when deciding where to direct an emergency call.

The other potential game-changer in reducing the number of calls the 911 center refers to police is the rollout of the state’s 988 system next year. During the last state legislative session, lawmakers approved a plan to stand up a new statewide crisis hotline for mental health emergencies. The 988 hotline will have three dispatch centers across the state, including one that covers all of King County; among other responses, the dispatchers will be able to send civilian mental health specialists to respond to emergencies. Continue reading “Seattle’s Newest Department Aims to Change the City’s Response to Crisis Calls”

Moving 911 From the Police Department Is Just a Start

Photo by Dimo Fedortchenko (Creative Commons)

By Paul Kiefer

Last year’s protests may not have resulted in the dismantling of the Seattle Police Department, but as of June 1, they have produced one small shift: Seattle’s 911 dispatch is no longer housed within SPD. Instead, the unit is now a part of the Community Safety and Communications Center (CSCC), a new, independent city department that will, in theory, eventually house other civilian crisis response and public safety programs.

The move isn’t likely to have an immediate impact on who responds to emergency calls; for now, elected officials and advocates for downsizing the police hope that it will leave the door open for more significant changes.

The Seattle City Council proposed moving the dispatch center as part of its plan to shift functions and funds away from SPD last year and “develop a crisis response that doesn’t rely on an armed police response,” as council public safety committee chair Lisa Herbold said in a statement last month. “911 dispatch has been called the gatekeeper for the whole criminal justice,” she said. Citing a 2015 statistic linking more than half of that year’s police killings of unarmed people nationwide by police to 911 calls, Herbold argued that when dispatchers are primed to refer calls to police, the public is at greater risk.

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The move to the CSCC is unlikely to prompt any immediate changes in how dispatchers handle 911 calls. “Right now, our move out of SPD is mostly a name change,” said Jacob Adams, the president of the Seattle Police Dispatchers’ Guild. His unit transferred to the CSCC almost intact; the only sworn officers in the unit were a lieutenant and a captain, and they did not move to the CSCC.

More importantly, Adams said, the emergency response options available to dispatchers haven’t changed. “Before the move, we could refer people to the police or animal control; we could transfer them to [the Seattle Fire Department], and we did a lot of referrals to service providers, too,” he said. “And right now, it seems like that will stay the same. We’re always going to be tied at the hip with police and fire.”

But despite their close relationship with the police department, Adams said that his union is eager for a more finely tuned approach to emergency response. “Among other things, it would be really great to have a system in place for us to reach the counselors of people with mental health challenges,” he said. “They could have a plan in place for what to do when their patient needs help, and they could become another entity we could dispatch. We would get to know them, learn their procedures and what they need from us.” Continue reading “Moving 911 From the Police Department Is Just a Start”