An inside look at new technology speeding up 911 calls in DM County

Thanks to some new software, those calling 911 in Des Moines County might get their help a little faster.

DesCom director Shanna Krogmeier said the public safety answering point has been working recently from a new Computer Aid Dispatching 

"It's an upgrade to all of our maps ... the entering of calls, that sort of thing," Krogmeier said. 

Iowa has been attempting to get every dispatch center on a similar system for a long time. A year ago, DesCom migrated its phone service to what was being offered by the state.

It's a part of the move to the Iowa Communications Network. The network has hubs all over the state and each services a different region. DesCom's nearest hub is at Southeastern Community College.

New technology has brought new challenges to the ever-important task of dispatching police, fire and medical help. 

"Every step we take, it gets better and better," Krogmeier said,

When calls came through from landlines, it was simple to find out where the emergency was located. It was wherever the line was registered.

But cellphone calls can come from anywhere in the world. A few seconds might not seem like much, but can mean the difference between between life and death. This new software will give a GPS location and a callback number for dispatchers.

The Federal Communications Commission had been working to require cellphone providers to share a caller's location with public safety answering points.

The final process was rolled out in two phases. Phase I required cellphone carriers to provide location information for dispatchers based on which tower the cellphone was pinging off of. In Phase II, cellphone carriers will have to provide exact locations for dispatchers.

"Every second we can shave off of the response time is a second we get closer to getting to that person to help them," Krogmeier said.

When DesCom was on its old phone system, only about 50% of calls were Phase II. Now that number is around 85%. 

Another program DesCom is using, Rapid SOS, is designed so dispatchers can put in notes about callers and locations. Those notes will be available for dispatchers the next time they get a call. These notes can be everything from identifying someone with a disability to a description of where each apartment is in a building and where first responders should park.

As buildings go up in Burlington, the software can be quickly updated to reflect the changes before even Des Moines County Geographic Information System is updated.

It's all part of a process of bringing 911 into the modern era. What DesCom had before was good, Krogmeier explained, but this new software is better.

"It definitely increases our ability to have a more efficient dispatch," she said of the new software.

Once help is dispatched, the dispatchers will still have a role on the call. Dispatchers are already trained to explain how to administer CPR. But another new program, called emergency medical dispatch, will give dispatchers the tools to help with other medical emergencies.

Dispatchers will also be able to let ambulance crews know whether the situation calls for lights and sirens.

The new software will be available for deputies to use in their cars and Krogmeier said the program will be rolling out soon.

DesCom routes radio traffic for all of the first responders in the county. Dispatchers are the ones who give law enforcement directions and coordinate responses.

A new feature of the system is that it will keep track of first responders and how long they take at calls. Dispatchers will be able to see how long responders have been at the scene and will know to check on responders.

"It's whatever we can do to keep everyone safe," Krogmeier said.

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