COMMUNICATION LINES EMERGENCY COMMUNICATIONS DIVISION COUNTY EXECUTIVE MATT MEYER CAO VANESSA PHILLIPS - New Castle ...
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COMMUNICATION LINES
EMERGENCY COMMUNICATIONS DIVISION
COUNTY EXECUTIVE MATT MEYER
CAO VANESSA PHILLIPS
A Moment With The Chief
The Emergency Communications Division is preparing a year-in-review publication, Newsletter. This publication
will be a sort of one-stop shop to find out things about 911: The data on how many calls we handle a year; and,
taking time to highlight the excellent work being done each and every day by our employees. As the pandemic
started last March 2020, Communications has worked with about the same number of staff members, both in
Public Safety Operators and Telecommunicators (both Police and Fire/EMS Dispatchers) and still managed to
process calls in ten seconds or less overall 93% of the time. That comes strictly from your dedication and the effort
you put forth to make sure that our citizens get the best service humanly possible during their time of need when
they must dial 911.
Over the past year, the COVID-19 pandemic has caused our employees the same challenges and frustrations that
every citizen has gone through. Unfortunately, when it affects our 911 call center personnel the problem is twofold .
. . each of us has our own home, families, children, and other loved ones to worry about. Despite these issues, you
come to work for twelve hours and process phone call after phone call assisting people who are just as concerned as
you and are calling 911 . . . needing an ambulance and ride to the hospital during this COVID-19 crisis.
Just a few weeks ago, we were notified by the National Academies of Emergency Dispatch that, again, our 911
Center has achieved greatness by maintaining our Accredited Center of Excellence for another three years; as noted
by Priority Dispatch:
“We are thrilled to inform you that New Castle County Emergency Communications in New Castle, Delaware, is re-
accredited as the world’s 74th Medical ACE . . . this is their seventh accreditation. Only 25 agencies in the world
have ever achieve this feat.
Special thanks to everyone who supported this agency.”
We look forward to a healthy and safe 2021 and, again, thank you for your contributions in achieving this honor.
Jeffrey P. Miller
Chief of Emergency Communications
Emergency Communications Executive Staff
Asst. Chief of Communications Chief of Communications Asst. Chief of Communications
Donald Holden Jeffrey P. Miller William F. Streets
Quality Assurance Coordinator Communications IT Support Training Officer Coordinator
Robert Snyder Jay Richwine Yvette Price
Robert Snyder
New Castle County Donald Holden Quality Assurance Coordinator
Department of Public Safety Assistant Chief 302-395-8208
Emergency Communications Jeffrey P. Miller 302-395-8214
Jay Richwine
Division Chief of Communications Communications IT Support
302-395-8211 William F. Streets 302-395-8212
3601 N. DuPont Hwy Assistant Chief
New Castle, DE 19720 302-395-8213 Yvette Price
Tel: 302-395-8209 Training Officer Coordinator
302-395-8206
Communications Division Workgroups
COMMUNITY
CAD HONOR GUARD OUTREACH UNIFORM Focus Group Policies/Procedures
Christopher Williams Christopher Williams Jaclyn Vernon Stephen Debold Waldemar Poppe Chris Blevins
Saul Polish Richard Haas Kenneth Virdin Daniel Malvestuto Jeffery Miller Christopher Williams
Kenneth Virdin Michael Williams Jr Stephen Debold Joseph McHugh Lisa McDonough Lisa McNulty
Richard Haas Daniel Hafich Onassis Burton Greg Russell Maura Clark Allen Nutter
Waldemar Poppe William MacDonna Frank Maniscalco Eric Larson Aneesah Michaels
David MacDonna IV Lisa Neal Morgan Carlisle Richard Haas Matt Adams
Eric Larson David MacDonna IV RECRUITMENT & Christopher Williams Lance Bernardo
Terrance Clark Sr Daniel Hafich Retention Maria Waugh Ron Hopkins
COMMAND POST Jaclyn Vernon William MacDonna Yvette Price Jaclyn Vernon Maria Waugh
Michael Williams Jr David MacDonna IV Natalie Wipf Stephen Debold Terrance Clark Sr Scott Dunkelberger
Allen Nutter Nicholas Purse Ann Balogh Jayme Fisher Virginia Coughlin Waldemar Poppe
Matthew Lutz AWARDS Thomas Kermode Morgan Carlisle William Streets Morgan Carlisle
Joseph McHugh Jayme Fisher Kristen Vari Aneesah Michaels Donald Holden John Newman
Stephen Debold Waldemar Poppe John Farrell Matthew Lutz Jay Richwine Kristen Vari
Rob Snyder Maura Clark Lisa McDonough Allen Nutter Eli Steward
Saul Polish Kenneth Virdin Lisa McNulty Terrance Clark Sr
Richard Haas Virginia Coughlin James Chadwick Kristen Vari NEWS LETTER
Thomas Kermode Christopher Doyle Courtney Curry Christopher Williams RIDE-A-LONG
Ronald Hopkins Markie Baker Pamela Seichepine Kenneth Virdin
Maura Clark Shereta Wilmore Ebony Richardson Michelle Brock
Terrance Clark Sr Scott Dunkelberger
Kristin Vari David MacDonna IV
2020 - 911 CENTER STATS
Fire & EMS Agencies Dispatched By NCC Emergency Communications Division
Total 911 Calls Processed 355,373
Fire Case Numbers Assigned By Station EMS Case Numbers Assigned By Station Total Non Emergency Calls Processed 104,581
Station 9 3,002 Station 9 8,742 Total Calls Processed By New Castle County Public Safety Operators 460,218
Station 11 1,089 Station 11 2,416
Station 12 3,878 Station 12 10,524
Station 13 1,431 Station 13 4,105
Station 14 1,298 Station 14 1,978
Station 15 742 Station 15 1,303 Police Agencies Dispatched By NCC RECOM
Station 16 1,111 Station 16 1,573 New Castle County Police Case Numbers Assigned 104,713
Station 17 902 Station 17 1,522 City of New Castle Police Case Numbers Assigned 5,721
Station 18 1,227 Station 18 1,726 Town of Middletown Police Case Numbers Assigned 14,067
Station 19 892 Station 19 1,503 Town of Elsmere Police Case Numbers Assigned 5,956
Station 20 821 Station 20 1,539 Town of Delaware City Police Case Numbers Assigned 1,021
Station 21 1,591 Station 21 5,461
Station 22 824 Station 22 1,756 Police Agencies With 911 Calls Processed Only
Station 23 1,531 Station 23 1,363 Delaware State Police Incidents Processed 105,876
Station 24 652 Station 24 1,248 Town of Newport Police Incidents Processed 1,894
Station 25 1,390 Station 25 4,247
Station 26 486 Station 26 772
Station 27 950 Station 27 2,760
Station 28 1,432 Station 28 3,684
Station 29 587 Station 29 178
Station 30 519 Station 30 744
Volunteer FD Totals 26,355 Volunteer FD Totals 59,144
Wilmington Fire
Dept. 23,807 NCC Paramedics 37,829
DID YOU KNOW…
As of September 2015 all three counties in Delaware have the
ability to receive Smart911 profiles. The service is currently
available in 40 states across approximately 1,500
municipalities.
What is Smart911?
Smart911 is a free service that allows citizens across the U.S. to create a Safety Profile for their household that
includes any information they want 9-1-1 to have in the event of an emergency. Then, when anyone in that household
dials 9-1-1 from a phone associated with their Safety Profile, their profile is immediately displayed to the 9-1-1 call taker
providing additional information that can be used to facilitate the proper response to the proper location. At a time
when seconds count, being able to provide 9-1-1 with all details that could impact response the second an emergency
call is placed could be the difference between life and death.
Your safety profile is free, private, and
secure. Add as much or as little to
your profile as you want. It is up to
you, and your information will only be
seen if you ever have to call 9-1-1.
Go to: https://www.smart911.com/
to sign up for a profile today!
New Castle County follows the International Academy of Emergency Dispatch protocols for 911 call processing. This enables our 911 professionals to provide citizens and visitors of New Castle County with the correct police, fire, or medical assistance in the most efficient way. This international standard also provides our 911 professionals the ability to give callers life saving instructions prior to units arriving.
Giving You the Facts
Why 911 Operators/Dispatchers Ask the Questions They Do
When you dial 911 for New Castle County, you can
expect that the 911 professional assisting you with your
emergency is following an International Academy of
Emergency Dispatch standard. The 911 professional will
be asking a scripted set of questions that will get you the
appropriate help in a timely manner. For every call to
911, whether calling for police, fire or medical
assistance, you will be asked the same set of questions
immediately in case the caller’s phone disconnects.
Those questions are:
What is the address of your emergency?
What is the phone number you are calling from?
What is your name?
Okay, tell me exactly what happened…
This ensures that the 911 professional can send help to
the correct location and attempt to re-connect to the
caller to get all the information needed to send the caller
the proper help.
To the right is an example of the program the 911
professionals use when entering that information.
All of our 911 professionals are trained to provide instructions in CPR, child birth, persons choking, subjects trapped in a house/building fire, entrapment in a sinking vehicle, hostage situations , and other emergency situations. All of the Emergency Communications personnel receive numerous hours of training in each protocol (police, fire, and medical) and are required to participate in continual training to maintain their certifications. Below is an example showing part of the instructions our 911 professional will provide to a caller when the emergency involves a CPR for an adult:
• Over 240 million calls are made to 911 in the U.S. each year
• Over 70% of 911 calls in the United States are placed from wireless phones, and the rate is
increasing.
• If a cellphone does not have an assigned number or has been barred from making outgoing calls
(e.g., not paying a bill), often emergency calls can still be made.
• The first arrest due to an emergency call happened on July 8, 1937, at 4:20 a.m. when the wife of
John Stanley Beard dialed 999 (the emergency number in England) to report a burglar outside
her home. The burglar, 24-year-old Thomas Duffys, was arrested.
• The number 911 was developed by AT&T as a public service to improve emergency
communications.
• The first-ever 911 call in the United States happened on February 16, 1968, in Haleyville,
Alabama. It wasn’t until 1999 that Congress directed the FCC to make 911 the universal
emergency number for the United States for all telephone services.Important Contact
Numbers
DelDot (Transportation): 302-659-2400 Police, Fire, & Medical Emergency: 911
DELMARVA (Power): 800-898-8042 Police Non Emergency: 302-573-2800
Artesian (Water): 302-453-6922 NCC Police (Information): 302-395-8100
Drug Tips: 302-395-2716 DSP Troop 1 (Information): 302-761-6677
Fingerprinting: 302-739-2528 DSP Troop 2 (Information): 302-834-2620
Delaware Animal Control: 302-255-4646 DSP Troop 6 (Information): 302-633-5000
Special Services/Parks: 302-395-5700 DSP Troop 9 (Information): 302-378-5218
Suicide Hotline: 800-652-2929 Newark PD Non Emergency: 302-366-7111
Senior Roll Call: 302-239-5151 Elsmere Police (Information): 302-998-1173
Christiana Hospital: 302-733-1000 NC City Police (Information): 302-322-9800
Human Service Referrals Newport Police (Information): 302-995-1411
& Community Resources: 211 Middletown Police(Information): 302-376-9950
Wilm. PD Non Emergency: 302-654-5151 Delaware City PD (Information): 302-836-6344
Delaware River & Bay PD: 302-571-6343 Crime Stoppers: 800-847-3333The New Castle County The New Castle County The New Castle County
Emergency Communications Emergency Communications Emergency Communications
Division would like to welcome Division would like to welcome Division would like to welcome
Lisa Allred as one of the newly- Donald Moore as one of the newly- Heather Brown as one of the
hired Public Safety Operators. hired Public Safety Operators. newly-hired Public Safety
Lisa is the mother of two girls Donnie has been a volunteer Operators. Heather graduated
and plays and active part in her firefighter and EMT for the past Ocean County College, New
community . . . she presently twenty-five years associated with Jersey where she worked as
resides in Delaware. She Mill Creek, Christiana, and an EMT . . . she presently
enjoys hiking. Lisa begins her Elsmere fire companies. Donnie resides in Delaware. She
career with Communications begins his career with enjoys Yoga and Zumba.
on October 21, 2019. Please Communications on October 21, Heather begins her career with
welcome Lisa to the Division. 2019. Please welcome Donnie to Communications on October
the Division. 21, 2019. Please welcome
Heather to the Division.The New Castle County Emergency The New Castle County
The New Castle County
Communications Division would like Emergency Communications
Emergency Communications
to welcome Matthew Heitmann as Division would like to welcome
Division would like to welcome
one of the newly-hired Public Safety Kylana Payne as one of the
Shauna Skelly as one of the
Operators. Matt grew up in Delaware newly-hired Public Safety
newly-hired Public Safety
City and resides in Dover, DE. He Operators. Kylana graduated
Operators. Shauna was born
enjoys hiking, geocaching, and from Delaware Technical and
and raised in Delaware, worked
playing boardgames. Matt attended Community College and
for CCHS for eleven years, and
the University of Delaware and Wilmington University majoring in
interested in a new career path.
worked as a Social Studies teacher. Behavioral Science. Kylana
Shauna begins her career with
Matt begins his career with begins her career with
Communications on October 7,
Communications on Communications on
2019. Please welcome Shauna
October 21, 2019. Please welcome October 21, 2019. Please
to the Division.
Matt to the Division. welcome Kylana to the Division.The New Castle County Emergency The New Castle County Emergency
The New Castle County Communications Division would like to Communications Division would like to
Emergency Communications welcome Colton Gatts as one of the newly- welcome Brandy O’Neal as one of the newly-
Division would like to welcome hired Public Safety Operators. Colton was hired Public Safety Operators. Brandy was
Nayan Bhagwandeen as one of born and raised in Dover, Delaware where he born and raised in Smyrna, DE. She is an
presently resides. He has accomplished EMR and serves as President with the
the newly-hired Public Safety
degrees in Human Services, Drug/Alcohol Townsend Fire Company. Brandy’s
Operators. Nayan is interested
Counseling (CADC certified), Behavioral background in public service has influenced
in working with computers, Science, and a Masters in Administration of her career path to become a member of our
electronics, reading, and Justice – Criminal Behavior. In his spare Communications team . . . she enjoys helping
gaming. Nayan begins his time, he enjoys playing slow pitch softball and people. Brandy’s interests are family, friends,
career with Communications on cornhole; for the past seven years, Colton and contributing to her community. She
October 7, 2019. Please has coached youth sports. Colton begins his enjoys spending time with her husband,
welcome Nayan to the Division. career with Communications on June 1, Charlie, and their three children. Brandy
2020. Please welcome Colton to the begins her career with Communications on
Division. August 10, 2020. Please welcome Brandy to
the Division.The New Castle County Emergency Communications Division would like to welcome Shane Burns as one of the newly-hired Public Safety Operators. Shane was born and raised in Wilmington, Delaware and currently resides in Middletown. Shane attended the University of Delaware and received a Bachelor’s Degree in Criminal Justice. He enjoys basketball, football, and volleyball and is an avid sports fan. Also, Shane enjoys being with family and friends. Shane began his career with New Castle County in June of 2020 and with Emergency Communications in November of 2020. Please welcome Shane to the Division.
The New Castle County Emergency The New Castle County Emergency The New Castle County Emergency Communications Division would like Communications Division would like Communications Division would like to welcome Rob Huffman as one of to welcome John Curry as one of the to welcome Chris Evans as one of the newly-hired Telecommunicators newly-hired Telecommunicators for the newly-hired Telecommunicators for Fireboard. Rob presently resides Fireboard. John was born and raised for Fireboard. Chris was born and in Wilmington, Delaware. Before in Delaware and has been a raised in Delaware; presently resides moving to Delaware, he had been volunteer firefighter/EMT since 2010; in Newark and enjoys spending time working in emergency dispatch for he also served in the United States with his family. Chris became a thirteen years with Cecil County, Navy. John is married to firefighter at the age of sixteen at Maryland reaching the rank of Telecommunicator-Police Courtney Holloway Terrace; became an EMT Dispatcher III and has been an EMT Curry and has four children. John in 2014 . . . he is presently working (Maryland) for nineteen years . . . begins his career with on his B.S. in Emergency most recently as a dispatcher for Communications on December 2, Management. Chris begins his Christiana Hospital. Rob begins his 2019. Please welcome John to the career with Communications on career with Communications on Division. December 2, 2019. Please welcome December 2, 2019. Please welcome Chris to the Division. Rob to the Division.
Climbing the Career Development Ladder
From PSO To Telecommunicator – Police Mickael Saint-vil
From PSO To Telecommunicator – Police Gemma DeNisio
From PSO To Telecommunicator – Police Sherata Wilmore
From PSO To Telecommunicator – Police Morgan Carlisle
Congratulations to you allAre you interested in a career in
Telecommunications?
New Castle County Communications will be offering an International Academy of
Emergency Dispatch Emergency Telecommunicator course to the public. The 40
hour course is designed to introduce students to the exciting and challenging field
of Emergency Telecommunications.
This course covers the roles and responsibilities of telecommunicators,
technologies, call management, call classifications, disaster preparedness, radios
and radio procedures, legal aspects, quality assurance/quality improvements and
dispatch stress. This is a required certification for all communication employees.
There is no fee and a background check will be done in advance. The course will
be held at the New Castle County Police Public Safety Building over 3 weekends.
Dates and times to be announced at a later date.
http://www.nccde.org/132/Employment911 vs Non Emergency 573-2800
Everyone wants their phone call answered quickly when they have an emergency but that is not
always the case when non-emergency calls are received on the 911 line. So, when do you call
911? 911 should be utilized when you have an emergency and the incident is in-progress. Some
examples would be: when you need an ambulance or a fire truck, robbery, accidents, arguments
w/family or neighbors or a suicidal person. If the incident is not happening now and you just
need to make a report or if you are looking for information or a phone number then you need to
dial the non-emergency line 573-2800. 911 calls and non-emergency calls are answered by the
911 operators. 911 calls are always answered first, so there may be a delay on the non-
emergency lines or you may be placed on hold.
Anytime a call comes into 911 and the caller hangs up or the line is disconnected, the
communications center is required to call back to verify if there was a legitimate emergency.
“Pocket dials” and kids playing on the phone are a real problem. Approximately 90% of all adults
in the US have cell phones. A “pocket dial” usually occurs when someone sits on their phone or
the phone is in a purse and a number is accidently dialed. Although pocket dials are
unintentional, they can be prevented by locking the screen, place the emergency icon where you
can’t press it by accident, and there are also apps that require you to confirm the call before it is
actually dialed. If you do accidentally dial 911, don’t hang up, stay on the line and tell the
operator that it was an accident so we don’t have to waste valuable time and resources to call
you back.
Did you know that even if you don’t have service on your phone the phone can still dial 911 if the
battery is still in the phone and charged. A large number of adults give their old phones to kids
to play with and when they start pushing buttons the only number they can dial is 911.RECENT RETIREES James Battles 1975 - 2016 41 yrs. John Simmerman 1975 - 2016 41 yrs. Rick Lindell 1982 - 2016 34 yrs. Jeffrey Foraker 1986 - 2016 30 yrs. Marnita Koveleski 1985 - 2017 30 yrs. Timothy Wrightson 2003 - 2018 15 yrs. Fred Hedrick 2001 – 2019 18 yrs. Trina May 1990 – 2020 30 yrs. Robert Kerr 1975 - 2020 44 yrs.
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