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| NorCo 911 Center at Gracedale campus |
If a tree falls in the forest, and no one is around to hear it, does it still make a sound? Philosophers have debated this riddle inconclusively for hundreds of years. There is no mystery, however, concerning emergency calls. If someone calls 911, and no one is there to hear it, rest assured that there will be numerous complaints. It's happened before in Northampton County, when migration to a new emergency dispatch system was accompanied by loud criticisms, a lawsuit and an election in which several county officials lost their seats. So when Bethlehem City and Northampton County were forced by the state to consolidate emergency calls under the County's roof by July 1, there had to be concerns about problems that would ensue from implementation of a new CAD system (911's computer brain). There had to be worries about whether county dispatchers could handle the increased call volume from a city of 76,000. But guess what? NorCo Executive Lamont McClure and Bethlehem Mayor Bob Donchez have already flipped the switch. They announced at a June 10 news conference that county dispatchers have already been handling Bethlehem calls, and without incident, since March 26.
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L to R: Executive Lamont McClure, Mayor Bob Donchez
and Bethlehem Emergency Management Dir. Bob Novatnack |
No one in Bethlehem or Northampton County had any desire to change two emergency dispatch systems that work. Harrisburg felt otherwise. The state gave Bethlehem, Allentown and Lehigh and Northampton County a Hobson's choice - consolidate or lose state funding. The state did make $8.1 million available to ease the pain. Allentown opted to consolidate with Lehigh County, while Bethlehem went with Northampton. In addition to the city and county consolidation, both counties are connected to each other. If one goes down, the other can act as a back-up.
Northampton County's 911 dispatchers were already fielding 97,000 emergency calls a year, along with 296,000 non-emergency calls. Bethlehem was getting about 40,000 emergency and 50,000 nonemergency calls. In addition, Bethlehem operators could use 160 remote cameras to assist officers responding to crime or other emergencies in real time. Northampton County's 911 facility, located in Upper Nazareth at the Gracedale campus, is now dispatching all emergency and nonemergency calls. This includes the Lehigh County portion of Bethlehem. The city has retained 10 of its dispatchers to continue monitoring city cameras and work at a soon-to-be announced Bethlehem Service Center.
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| 911 Dispatcher works from four computer screens and a tablet. |
In order to handle the increased call volume, Northampton County Council approved 26 new 911 positions in 2017, including six supervisors and 20 dispatchers. NorCo Emergency Management Services Director Todd Weaver said these positions are being added to the current staff of 44 dispatchers.
Only one or two Bethlehem dispatchers went to Northampton County. Those not retained went to other counties. The starting salary for an emergency dispatcher in Northampton County is $17 per hour, while it is $18.88 per hour in Monroe and $21 per hour in Lehigh. Executive McClure said that the NorCo pension and generous medical benefits still make Northampton County an attractive choice.
Mayor Donchez called the consolidation "a great example of professionalism and cooperation. This is the way government should work."
Both the Mayor and the Executive stressed the importance of public safety. "This is one thing we must get right for the City of Bethlehem," said Executive McClure.
Though Northampton County budgeted $1.9 million for the consolidation, it has only spent $1.3 million. Its major expense was the acquisition of Bethlehem's CAD. According to dispatchers, there is one problem. The new CAD fails to deliver an audible alert, called a "dinger," that there's an incoming call.
33 comments:
An unqualified idiot in charge of the most serious department... Todd Weaver..... uneducated and a goof- We need a qualified individual in charge. This squirrel could not even get his paper route right. He is best suited for back at the fire school with the families unethical hot doggy business-
If I remember correctly, wasn't there a big hullabaloo about Bethlehem not wanting to be part of Northampton County's 911 system for financial reasons. Didn't No. Co. allow Bethlehem to opt out of the 911 system and not tax them for the Counties system? Is Bethlehem going to pay more taxes now that they are part of the County System. They should. This is a nice windfall for No.Co. Now pay wages that are competitive. Remember, our employees are our greatest assets.
Bethlehem did not want to be part of the county's 911 because it was happy with its own system. Unfortunately, this is a state mandate.
I deleted a comment from Tricia Mezzacuckoo. This has nothing to do with Trump or McClure's re-election.
Yet Northampton county is one of the last counties on an analog system. Lets not address that elephant though
In the interest of full disclosure, the dispatchers are NOT happy with the new software. To suggest otherwise is a blatant lie. It is deeply flawed and the Powers That Be are unable to fix it. In fact, it's manufacturer, New World and Tyler Industries, have been the subject of some interesting litigation. You should check it out. Secondly, there has been no real training on Bethlehem City's radio, aside from sitting with an outgoing Bethlehem City dispatcher for one shift, but the administration apparently thinks that is okay. The staffing is NO WHERE NEAR 64, and call-offs and mandatory overtime is at epic levels. There were so many mistruths in that press conference yesterday that it was impossible to watch. But the county got a press conference. That's all that matters.
It only took 21 years to have a publicly accountable, integrated truly county-wide 911 system which demonstrates practical regionalism. Executive McClure please get the tax reduction back afforded Bethlehem Northampton county taxpayers as a result of the City's threat of litigation.... Bravo gentlemen!
news story is a complete lie. A coverup. Not smooth at all. Has not been. Need someone in charge to investigate immediately. Disaster not far off. Too many bugs in new system and radio. Management can’t fix it. Trying to keep it quiet
https://www.google.com/amp/s/www.southbendtribune.com/news/local/were-red-flags-with-dispatch-software-overlooked-by-st-joseph/article_fb446e0c-bc5f-5390-b35f-e25a29f46827.amp.html
A "dinger?" Bernie, that dinger is the LEAST of their concerns. If the current administration really thinks the dinger is the biggest problem with that software, that comm center is in deep trouble.
The problems with that software are MUCH more severe than a "dinger." Shame on them for trying to diminish it to that degree. If any of NorCo's admin had a conscience, they wouldn't be able to sleep at night. The dispatchers are doing the best they can, but they are ANGRY.
911 Administration is an absolute disgrace. It is by sheer grace of God that they have not been sued yet for derelict of duty. They implemented change of CAD and added a new city while ill-prepared for either and within a week of each other. They built out the new CAD without asking input from their floor supervisors or dispatchers, both of whom would be using it daily. ATTENTION COUNTY LEADERSHIP - Ask yourselves WHY has one sole dispatcher from Bethlehem come over here to work and the rest stayed or gone elsewhere. Ask yourselves WHY is there no internet access on the dispatch floor for Google Maps when the county GIS map is so out of date and stops at county lines - and WHY the dispatchers must use their own personal cell phone data to constantly Google and get vital information to help callers and field units. Ask yourself WHY all dispatchers are not given a Northampton County email address and access to it like ALL the rest of county employees - no intranet access - nothing. These important questions - any many, many others have been swept under the rug and a literal GAG ORDER issued to everyone involved while the leadership sits around patting themselves on their backs for a job well done. Instead, let's direct our efforts to fixing things properly, treating our staff decently, and paying people what they are actually worth.
Bernie this is something worth looking into because someone is going to die because this system does not work. It is very serious and once again Bob Donchez has no clue about what is going on. He promised never to give up our 911 system. I understand the State forced the issue but Bob always said he would not put the citizens of Bethlehem in danger. Again a lie just like Bob said he would never allow Martin Tower to come down but again a lie. He and Karner are doing well with builders. FBI Bethlehem is next. Do you know why our staff did not go to Northampton because they do not want to be part of the law suit waiting to happen.
I get that there are issues and was told about one incident in which an ambulance in East Allen was dispatched to a cell tower instead of the actual address of a heart attack victim. But the system had been in operation since March, and during that time, there have been no complaints from first responders or members of the public. I am more than willing to meet withdispatchers to get a better understanding. I have met with one and would need to hear from a few more. 610-533-7379
Stop it. The real problem is the management at the county 911 center. The hiring of friends and buddies is a safety threat. Forget the county test, why even bother. They only hire people they know. If you are not connected to them through some fire company or some such you need not apply.
The county 911 people really have their own little empire out there and do what they want. They play the "emergency" card but in the end it is pure patronage.
McClure is no different than any other executive and lets them do as they want.
Absolutely correct. The administration of the 911 center has enjoyed entirely too much autonomy and no oversight for a very long time. The administrators have historically been appointed based on which volunteer fire company they run with, or who their father is. With the exception of one very qualified individual in administration currently, none of the others have the knowlege to do their jobs, and that is why the software, the staffing, and the City have been mismanaged. They have destroyed the morale of the comm center in a matter or months with no apology to those in the trenches. If something goes wrong, the dispatchers and supervisors get blamed. As long as they get to be home in time for dinner, they can't be bothered.
Todd is an example of what's wrong at the 911 Center. There were more qualified candidates that the previous administration overlooked. He is in over his head.
Officials report that they knew the merger was going to happen for the past 4 years. However, administrators waited until just a mere weeks prior to the switch to install new computers and the new CAD - which does NOT function properly, contrary to what the press release tried to convey to the public. Very minimal training was provided on the CAD. The CAD was NOT ready to be implemented as was stated to administrators by dispatchers, supervisors, and even the CAD company representatives that were sent here. Keep in mind that the whole time dispatchers are being trained on this system, they weren’t initially given a date that they should expect for the system to go live. Only after “whispers” were heard, were the employees informed of a date for the CAD to be implemented and the date that Bethlehem City would be transferred over - two big changes that happened ill-preparedly within a week of each other. Also keep in mind, that when the employees finally were given notice of these changes, a gag order was placed on all employees.
In reference to the number of dispatchers employed - yes, the goal is 64. However, currently being at 44 employees has put an immense strain on everyone working. Mandation - requiring employees to work for up to 16 hours total after working an 8 or 12 hour shift - and on-call are being used nearly every shift. Many employees have been working 6-7 days a week, 8-16 hours a shift. It’s been mentally draining for all employees. There have been shifts that the communication center has operated with less than the required minimum staffing. So again, we ask, if admin has known the merger was going to happen for 4 years now, why is the communication center still so severely understaffed? Is it because they are not hiring people? Is it because people are being hired and then realizing the job is not for them? Is it because they are being hired in NC, trained in NC, and then quitting to go to another nearby agency that pays more? Is it because the experienced employees who were placed in charge of training these new-hires aren’t respected and have therefore since forfeited their spots as trainers? Lots of questions to be answered. Oh but let me assure you, none of it is admin’s fault.
It's quickly becoming apparent that we need Ron Angle to make our County great again!
We need more county official oversight of the 911 center and its hiring practices.
There are so many complaints from police, EMS, fire personnel from Bethlehem as well as citizens regarding delays responding to calls.
No one heard any of this because Bethlehem staff and Northampton Co dispatchers were told they can't talk about it to anyone.
anonymosity testing 123
I have not hard this from the people with whome I have spoken. Also, assuming that Todd Weaver can muzzle dispatchers, he has no control over cops. This switch occurred ovr two months ago. By now,there would be several very public and loud complaints of there was a real problem. Your statement is obviously false. Look, I have little regard for Weaver, but some of the things being sad heee are complete BS. I know 911 dispatchers who had no connections.
" However, currently being at 44 employees has put an immense strain on everyone working. Mandation - requiring employees to work for up to 16 hours total after working an 8 or 12 hour shift - and on-call are being used nearly every shift. Many employees have been working 6-7 days a week, 8-16 hours a shift. It’s been mentally draining for all employees."
This I have heard from the people who work there. It is very fair criticism.
Sorry Bennie I agree with a lot that was said in these comments. Also you haven't heard any complaints from cops because the city was told/warned they can't say anything.. as well as their dispatchers, fire, EMS personnel from the city's management. That I know for a fact.
From a fire department side, the county is a mess. We have been dispatched to cell tower locations numerous times. One time, we were dispatched to a call without as much as a street name! The 911 center needs an overhaul and someone put in charge that has never been involved with Norco. We are 20 years behind the times. Their antiquated dispatch procedures hinder any progression from the departments they serve.
That doesn’t surprise me the goal is getting calls out in a certain amount of time to maintain a national standard. I get this but dispatchers from the time they start training have it hammered into them to get the call out quick. And with the current system one wrong click of the mouse and the terminal that gets the call has a tower site while the person who took the call see’s the correct address. This is a well known problem with new world/Tyler systems. Now add the fact that the dispatcher is busy and in the zone getting calls out their hitting tones and starting to dispatch and boom WTF just happened to the information. But no worries it’s the dumb dispAtcher not the program their using.
I think PEMA representatives need to read your blog.
FYI...that "gag order" was a real document that was distributed in memo form. It pertained to the implementation of the new software as well as the Bethlehem City merger. Any discussion of either by the dispatchers was cause for termination. There is an actual paper trail.
nothing surprises me at Northampton county. history repeats itself, why doesn't the county let the end user try the software to see if it's going to meet our needs. that would be too simple, instead they always buy software that's number 1 garbage. let's hold elected officials accountable and vote them out of office.
Bernie, most of what has been claimed in the comments can easily be verified by an independent authority with full access and a full investigation. If they interview dispatchers and convince them that despite threats they can safely give their experiences, confirmation will come out.
Come and watch their computer system.
Dispatchers can’t find an authority with the power to hold management accountable. If anyone out that has the influence use it.
If you believe your statement below you are sadly mistaken.
"This switch occurred over two months ago. By now,there would be several very public and loud complaints of there was a real problem. Your statement is obviously false. Look, I have little regard for Weaver, but some of the things being sad heee are complete BS."
There have been many complaints regarding the entire 911 center administration for lack of knowledge, lack of availability or assistance to Police, Fire and EMS agencies and so much more. Perhaps you need to talk to the agencies who are dispatched by the 911 center. No one will step up and investigate the administration. They seem to be untouchable. WHY????
When a public safety center has an issue, the root cause is not the software. It is either training, policy & procedure, or staff. If you look at these three areas, they all fall under the responsibility of Leadership. If the leadership is not qualified, doesn't instill synergy into the system, or just doesn't care these results will follow.
If we look back to an earlier comment about the skillset of the leadership running NorCo, it brings into question the debate that was on here a few years ago. The county identified three qualified candidates to lead this county (D. Fenton, K. Mattson, and some guy from the midwest). Mr. Weaver sat on the board to interview all three, each of which outranked and out qualified (education & experience) Mr. Weaver. Under his direction, the selection for the out of state candidate was selected. This individual never stepped foot in the state of PA as part of the interviews and clearly had no intent to take the position. After this decline of position, how did the two remaining candidates not come back into contention? Rather the county promoted Mr. Weaver (who did not meet the minimum requirements for the job as identified by the advertisement) to the position.
Mr. Fenton has left Public Service in the Lehigh Valley to work in a management role with the Port Authority of NY / NJ and Mr. Mattson moved his family to become a director at the largest transit agency in the South.
I think the issue at hand is leadership, not equipment. Under the correct Leadership, a county communications center will thrive despite mergers. Look at Montgomery County who became a true countywide operations under the direction of T. Sullivan, look at Chester County who did the same under E. Adkins, and also Bucks. All these models surrounding our fine county, and we want to sit back and blame a piece of software for the continual failures in the county.
Time for someone to do some true digging and root out the BS.
Just my two cents!
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