Lehigh Tp Police Praise NorCo 911 - "Your Voice Saves Lives"

On February 19, Lehigh Township police responded to a domestic disturbance involving an armed man who had pointed a gun at his wife and threatened to kill her. The situation was resolved without any violence. The suspect was unarmed, the victim was safe and police were unharmed. Police were quick to praise the NorCo 911 dispatcher who handled that call. The dispatcher, who was placed on speakerphone, spoke to the armed male and persuaded him to disarm and step outside with his hands in the air. 

On Facebook, the Lehigh Tp Police Department said this: "This outcome is due in no small part to the professionalism, composure, and life-saving communication of the 911 dispatcher. 911 dispatchers are often the invisible lifeline of emergency response—they gather critical information, guide victims, support officers, and in cases like this, directly prevent violence. Their work happens behind the scenes, but their impact is felt on every call. ... Thank you to our dispatch partners—your voice saves lives."

Executive Tara Zrinski reported to NorCo Council last week that she had visited 911 and gave all dispatchers involved a certificate of appreciation. "I don't think we recognize how important and how difficult the 911 operator's job is," she commented. "They definitely deserve more than a certificate, but they do deserve appreciation."

She also indicated that the county intends to do a "media blitz" to attract more dispatchers. "They do such hard work and we need more of them," she said.

I will have more from Zrinski's detailed report tomorrow concerning the county response to the Hampton Hotel fire in Easton

NorCo 911 Responds to Bath Concerns

A week ago today, Northampton County Council member Matt Dietz raised three concerns brought to his attention by Bath firefighters about the 911 Center. First, they were missing callouts. Second, they said 911 was giving bad directions for some emergencies because a bridge is out in their response are. Third, they argued that the closest fire company or EMS should be dispatched to an emergency, regardless whether it is in the municipality. Dietz raised these issues at a Council meeting because, ironically, Bath was having trouble getting an answer from 911. He wanted to alert his fellow Council members and wondered whether this could be a symptom of a more widespread problem related to the recent consolidation of Bethlehem City and the County.

Below is 911's response to Dietz concerns, which the County was kind enough to forward to me.

You know, a little knowledge can be dangerous. I found that out after publishing my story. What ensued were 52 comments, many from people far more knowledgeable about EMS than I. They include Peter Melan, Ben Miller, Bath Mayor Fiorella R. Mirabito and East Allen Fire Chief Jon Kopishke. One of the things I learned is that proximity to an emergency is only one of several factors considered in determining how to respond. I learned it is the fire chief in the affected municipality who decides on a response plan, which is entered into 911's computer aided dispatch (CAD). Finally, it appears that the dropped calls experienced by Bath are a localized issue unrelated to the consolidation. Had the problem been more widespread, I would have learned that pretty quickly in the responses.

Having said that, the county's 911 center is due for some changes since the first EMS call was made in 1968. Governing explores some of these changes, and I will address them in a separate story, proving again that I know nothing.

NorCo EMS Response to Bath Concerns by BernieOHare on Scribd

Should NorCo 911 Dispatch Closest Emergency Responder?

NorCo 911 Center

On September 10, John Pequeno's Upper Nazareth home, located on the 3300 block of Rising Sun Court, was destroyed by fire. No human lives were lost, but Pequeno did lose a pup named Marshall, whom he referred to as his "fur baby." "The rest of what was lost was mostly just stuff," he said. Nine different fire departments ultimately responded. Pequeno has been so touched by their heroic efforts that he organized a fundraiser for what he calls the Rising Sun Fire Brigade. As commendable as these volunteers are, the Rising Sun inferno may very well have highlighted a major problem in the way Northampton County's 911 Center responds to fire calls.

Bath's Volunteer Fire Department is located just 1.2 miles (4 minutes) away from 3300 Rising Sun Court, an Upper Nazareth community with no public water. Despite its close proximity, Northampton County Council member Matt Dietz reports Bath Mayor Fiorella ‘Fi’ Reginelli-Mirabito told him her Borough's volunteer firefighters received no initial fire call.

In contrast to Bath, Upper Nazareth's Volunteer Fire Department is located 6.2 miles (14 minutes) away from 3300 Rising Court. This was the first department dispatched, followed by Nazareth's Vigilance Hose Co. That department is located 5.3 miles (13 minutes) away from the blaze. According to Bath Borough Manager Bradford Flynn, Palmer Tp's fire department was dispatched to the Rising Sun inferno before Bath finally received a call. Palmer Tp's fire department is 6.6 miles (12 minutes) away. 

Wouldn't it make sense to dispatch the closest fire department?

Dietz met recently with Bath firefighters, and reported to Northampton County Council at their September 19 meeting. He felt it important to note three concerns they have about the 911 Center. He adds they tried calling the 911 Center, but received no answer until some recent emails. These are their issues:

(1) Closest department should be dispatched to an emergency. - During callouts, it's only logical to dispatch the closest emergency vehicle. According to Dietz, vehicles with longer response times are instead being dispatched. He said there could be an emergency call from the west end of Pen Argyl, right next to Plainfield, and Wind Gap emergency vehicles would be sent. Dietz said 911 should consider dispatching  the station closest to the emergency, regardless of mutual aid agreements.

This sentiment is echoed in a September 18 email to Dietz from Bath Borough Manager Bradford Flynn.

"Over the past four years, I have personally witnessed or know of instances where Bath’s Fire Department or EMS Provider/Bethlehem Township EMS is not being initially dispatched to working structure/dwelling fires or life threatening ALS calls respectively within their immediate reach. This unnecessarily delays patient care, protection of property, and degrades the overall public safety mission in our area. In my opinion, the days of mutual aid agreements designed and executed by and between neighboring fire chiefs should be stream-lined through automated systems. Northampton County 911 should have the capability of using CAD systems and GPS resources to synchronize emergency incident locations, linking the location with Fire and Rescue Services to an appropriate 1st, 2nd, and 3rd Alarm, etc. protocol within a designated geographic footprint."

Mutual aid agreements among the county's municipalities need revision.

(2) Bath firefighters are missing callouts on their older radio system. - They believe this problem affects other municipalities, too.

"That's not something that we're seeing broadly and is not something that's been brought to our attention," responded Administrator Charles Dertinger. He added the 911 Center is still using both its new and an older radio console to respond to emergency calls. "The new one has not had all of the bugs knocked out of it yet," he explained.

This would mean that Bath's issue is because of their own equipment, and would have been an issue before the switch to a consolidated 911

"It's their equipment that the County programmed for them,"  countered Dietz.

He's concerned about this issue even of it only applies to Bath. "Saying it's not broad and someone dies in Bath because it's a localized issue is not a good answer," he said.

Detinger wondered why this issue is only being presented now .Dietz responded the 911 Center was contacted several times and only answered a few days ago.  Because of this lack of a response, Bath officials reached out to Dietz, their elected representative on Council.

Dertinger vowed to look into this concern.

(3) Bad Directions.  - In response to a recent cardiac arrest, 911 was dispatching emergency vehicles the wrong way because a bridge in the Bath area is out. Dietz questioned whether 911 is aware some bridges are being repaired or replaced, making alternative routes necessary.

Dietz felt it was important to alert his fellow Council members, the Administration and the public He also said he will be contacting other municipalities as well as 911.

Council member Tara Zrinski then switched the topic to the airport's escalators. "Not that 911 isn't really important," she said with what appeared to be a bit of misplaced sarcasm. "No one wants to die in Bath," she added.

"No one wants to die anywhere," countered Lori Vargo Heffner, who was filling in for an absent Ron Heckman as Council President.

"Council doesn't care that we're fixing escalators," said Dietz after the meeting,. He added they do and should care about 911, a core county function.

Why Was NorCo-Bethlehem 911 Merger a Secret?

Firefighters dispatched to Montana
shown on "I am responding" program

Though the consolidation of Bethlehem and Northampton County's 911 service was officially announced on Monday, it actually occurred on March 26, over two months before public disclosure. This switch was a secret. Dispatchers and public safety personnel were instructed to keep it under wraps. There's even a rumor (unconfirmed) that a Bethlehem public safety employee with loose lips was terminated. Why? I thought the secrecy was good politics. In Northampton County's history, 911 has often been a hot button topic. It played a huge role in getting former Executive Bill Brackbill elected and, four years later, defeated. If everyone was told in advance about the merger date, every problem would be attributed to the new system without considering other possibilities. Also, there would be some who would complain for purely political reasons. But still, should a government keep secrets? I learned yesterday that the secrecy actually had nothing to do with politics. It had everything to do with public safety.

Let's say that the consolidation had a lot of problems. A criminal group with this knowledge would be emboldened. Even if things went off without a hitch, someone bent on criminal activity could test the new system by flooding with call.

Most criminals are pretty stupid, so the likelihood of this happening is rather low. But it is possible. Hence the secrecy.

Executive Lamont McClure reported on Monday that the consolidation occurred without any issues. He's basically correct. There have been no complaints from the public or first responders over the past two months. But according to dispatchers, there are some problems.

1) In response to a cardiac arrest call from East Allen Township, an ambulance was dispatched. Instead of going to the victim's home, the ambulance was sent to a cell tower. The heart attack victim died. This could be a problem with the new Computer Aided Dispatch (CAD). It could have been a mistake by the dispatcher, too. I doubt the ambulance was significantly delayed, but seconds count in an emergency.

2) One seemingly minor issue is the failure of the new CAD to give dispatchers an audible alert of an incoming call. "Tickets" have been written to correct this issue, but two months later, there's still no "dinger" or light. Seconds count in an emergency.

3) A group of kids had set a fire at an Easton park, and one of them may have been brandishing a firearm. When a firearm is involved, police should be notified to respond, but weren't. This may have been a CAD issue.

4) Firefighters responding to a call from South Delaware Drive was dispatched to Montana. You can see this on a program that EMS and firefighters use. It is called "I am responding." It interfaces with CAD and allows them to see where the call is and who is responding.

NorCo 911 Chides Man For Reporting Traffic Signal Out

On Saturday afternoon, a local municipal official noticed that a traffic signal was out in Forks Tp, and decided to inform 911 because everyone was running it. That call went unappreciated. "I got bitched for dialing 911 instead of thanks for reporting it. I didn't want to take the time to dial the nonemergency number cuz I was driving and he actually bitched at me for using the 911 number."

I hate to break it to this dispatcher, but when a traffic signal is out, that's an emergency and 911 should be called.

I think most 911 dispatchers know this.

911 Dispatcher: It's Not the TVs, It's the Morale

My recent story about NorCo 911 operators who watch television on the job sparked a lot of interest, most of it coming from dispatchers who defend the practice. I have also had several conversations with current and former dispatchers. This is what they tell me.

* The problem at the 911 Center is not the TVs, but morale."Morale is awful," one dispatcher tells me.

* The number of dispatchers who work a shift is set by PEMA, and there's no such thing as reducing the staff when activity slows down. At this time of the year, dispatchers are busy. But on winter nights, when it is 17 degrees, the 911 center can sit for hours without getting a call. "What are we supposed to do, stare at a wall?" one former dispatcher asked me.

*  911 Dispatchers could use down time to update CAD. "How is someone from Illinois going to know the address of the Marriott hotel at which he is staying?" one asked me. Another ex-operator told me there are numerous properties like that along Delaware Drive, which winds its way from Williams Tp and north into the slate belt.  An operator was instructed to contact a towing company she know has been out of business for several years.She has suggested that 911 take a proactive approach to businesses moving into the area, making sure the correct addresses are in the CAD. But "the Hall," which is how dispatchers refer to the administration, said it is up to new businesses to notify them. "This is a matter of public safety," I was told. Dispatchers lack the authority to update the CAD on their own,but could probably use down time to come up with numerous suggestions.

* Part of the reason for the poor morale is that the administrators in "the hall" are remote if not invisible. One dispatcher tells me she's never seen most of them. During emergencies, they sometimes walk into the center, but just glare at dispatchers.

* Dispatchers confirm that a quality assurance manager, who was supposed to be checking calls to dispatchers periodically, failed to do so for six years.

* Though most dispatchers are professional and courteous, there are some who are short with callers and even other dispatchers. This includes a 911 supervisor who recently yelled "Just die!" when a police officer's EID went off.    

NorCo's EMS is Code Red

Just before Christmas, I told you that Executive John Brown had named Todd Weaver to the EMS Director slot that had been vacant for 18 months. Because this is a career service position, no Council approval was needed. But Brown wanted to give him a Christmas present, and needed Council, to approve a wage hike from 76,351.81 to $91,051 per year. That way, at the beginning of this year, Weaver's wages would shoot up another two per cent to shoot up another three percent to nearly $93.000. Council granted Brown's wish, and Weaver saw a 22% raise in just two weeks.

At that salary, the County probably could have held onto Bob Mateff, the person whom it allowed to get away.

The Weaver selection comes at a time when the county is considering a merger for 911 with Bethlehem and is no reason for joy in the Christmas City

Weaver, incidentally, was a member of a selection committee that found everyone else unqualified. Weaver ostensibly had no interest in the position but conveniently allowed himself to be persuaded to accept it. Among those rejected was a highly recommended person from this area who actually had a master's degree in the field, and did emergency emergency management in the private sector. Another applicant was a high-ranking public sector emergency management employee within this area.

Brown's first choice for this job flew into town, took one look at whatever had been set up from him by Weaver, turned around and flew home. Thanks, but no thanks.

Then the selection committee refused to consider any of the qualified people who had previously applied.

Another member of this selection committee, incidentally, is Cathy Allen. She and Weaver have known each other for years.

as I told you in December, Weaver was engaged in what clearly appears to be a conflict of interest under the state ethics act. Cathy Allen apparently told him it's OK, though she's hardly an expert,has numerous tax liens and has a home in foreclosure. He was approving payments to the nonprofit fire school in Washington Tp for training. His father is an instructor there. His daughter is the Secretary. his wife runs the concession stand.

Not only does Weaver get to make these payments, but he gets to decide which outfits will not be used. Clearly he won't select a vendor that might compete with his fire school,whose reputation is such that many of the fire companies in the slate belt prefer to go to Monroe for training.

Though Hayden Phillips was troubled by these ethical problems, which were raised by Controller Steve Barron, the vote to give Weaver a 22% raise was still unanimous.

This department was supposed to expand and had the money for that purpose, but the bid came up a little short. Instead of finding the Money, Brown gutted the planned expansion and plowed the money back into the general fund.

Bethlehem's taking a closer look at ethics these days. Bob Donchez announced a gift ban. Olga Negron-DiPini and Michael Colon have proposed a local ethics commission. Willie Reynolds will unveil his own ethics proposal on Tuesday. As much as they need to merge with somebody, that somebody is not going to be NorCo if ethical shenanigans continue.

Four 911 Dispatchers Honored by NorCo Council

Four Northampton County tele-communicators were honored by Council on October 1 for exemplary service in responding to two different incidents in October and December of last year. "Our whole 911 system is something we should be proud of," said Scott Parsons. These dispatchers were also recently honored by St. Luke's Hospital during their annual Night of Heroes. They are the first Northampton County employees to be so honored.

"We take them for granted, but what they do saves lives," said Director of Administration Luis Campos. These dispatchers are (from left to right) Jamie Horinko, Erin Stahley and Liza Bonisese. The fourth person honored, A.J. Olszewski, was unable to attend the formal presentation.

Northampton County's 911 Center is administered by Todd Weaver. Allentown, Bethlehem, Lehigh and Northampton County are currently conducting a study on the possible merger of 911 services.

911 Needs 911

County budgets are imperiled throughout the state as a result of a 911 funding crisis. This emergency service is subsidized by a $1-1.50 monthly surcharge on land lines. Cell phone users pay $1 per month, but the enabling legislation for that is set to expire on June 30. Unless it is extended, it will be up to counties to make up the difference.

Should Bethlehem 911 Merge With Northampton County?

As reported in The Express Times, Bethlehem Mayor John Callahan supports a study on switching its 911 system to the County. Some of Bethlehem's Council members have toured the County facility at the Gracedale campus in Upper Nazareth. So far, the proposed switch has no real support. It is even opposed by Police Chief Jason Schiffer.

Incompatible radio frequencies are one problem, but the real difficulty to police is that a County 911 might make it harder for them to stop crime while it is happening.

Last year, Mayor Callahan gave me an example of a then recent robbery on Bethlehem' South Side. A 911 call was made, and the dispatcher immediately went to the cameras trained on that area, which are in Bethlehem's 911 center. The 911 operator was able to track the robber as he left the store, tore off a sweatshirt and started making his way across the Fahy Bridge. Police were able to nail the bad guy before he knew what had happened.

"Would you pay more for a system that could do this?" Mayor Callahan asked me. I would. I think most of us would.

I have not spoken to Bob Mateff, who runs Northampton County's 911 system. But I've been told that Bethlehem might lose the capacity to track crime in real time if it makes the switch. This appears to be the concern of Bethlehem police.

To those of who who always talk about bloated government and making cuts, here's an example why there should be no hard and fast rule. The primary function of government, especially local government, is to protect its citizens. That takes money.

Mayor John Callahan's Letter to Executive John Stoffa:

Mayor John Callahan's Letter re 911 by

Executive John Stoffa's Reply:

I am writing in regard to your attached letter of January 24, 2013. I have given this subject considerable thought. I am not opposed to meeting with you, your staff, Bob Mateff and perhaps a member of County Council to see what immediate things we could do together to save money. In this regard, I have asked Bob Mateff to give me a report on this issue. I do believe, however, that a long range study should be put off until there is a new County Executive in Northampton County & and new Mayor in Bethlehem. The fact that you are a candidate for County Executive while being the Mayor of Bethlehem, places you in an awkward position. Furthermore, the Sunday, January 27, 2013 edition of the Express Times, noted that candidates for the mayor of Bethlehem favored keeping 911 with the City.

My recommendation would be for the group to begin by looking at a 911 system for the entire Lehigh Valley. I truly think this is possible. Lehigh County would have to be contacted. If the leaders next year are not interested in this, they could begin looking at a joint effort between Bethlehem & Northampton County. My personal belief is that there should be an independent group of representatives from the City of Bethlehem & Northampton County (separate from politics as much as possible) appointed to study this issue assisted by an independent outside consultant.

I am available anytime to discuss this in more detail.

/s/ John Stoffa

Why Bethlehem's 911 Should Merge With Northampton County

Northampton County Council member John Cusick really took it on the chin a few weeks ago when he proposed a feasibility study to determine whether the County should assume 911 operational responsibilities in Bethlehem, Walnutport and North Catasauqua. Bethlehem has a stand alone system, while North Catty and Walnutport are administered in Lehigh County.

"My only question is Why? Really, Why are we getting involved in expanding government or making something bigger, taking on more responsibility?" demanded Peg Ferraro, who was feeling pretty frisky.

Cusick explained only two cities in the Commonwealth have their own 911s. He also noted that 911 has changed from wired to wireless. And he hinted at the real reason.

"I think some of the City's troubles, recently, have been documented. Maybe we should reach out to them."

Here's what's going on.

Bethlehem gets $1 per land line from phone companies for administration of its 911 services. It gets another $1 for each cell phone, but that money is supposed to go to the state, which then distributes grants, based on need. An independent audit revealed that Bethlehem just keeps the money from wireless accounts, and uses it to pay operating expenses. It owes the state at least $2,598.461.

In addition to commingling, Callahan's crew has exceeded the seventy per cent threshold it can use from the 911 fund for personnel costs, by $381,000 per year, for the last three years straight. The City is going to have to reimburse that fund.

And of course, "unallowable costs" were diverted from the 911 fund, to the tune of $288,000. Even God has no idea where that money went. The City has to pay that money back, too.

And it will. One of these days.

Bethlehem officials, of course, would love to continue playing games with 911 money. So Ann McHale, who represents Bethlehem, was dispatched to act all indignant.

"They're certainly not interested at this point," she huffed. "No one's talked to them about this. Not only that, they just spent a lot of money updating all of their equipment." She also indicated that Bethlehem will be funding 911 next year with $3.5 million. "I think you're treading in an area that we don't belong," she ruled.

And Cusick was left holding the bag on a Lamont McClure motion to table. Only Dietrich sided with Cusick, and that was probably only because he saw something in it for his EMT pals.

Dietrich mentioned that he rides in Bethlehem Township ambulances (and wanted $50,000 for them, too) and must respond to some Bethlehem calls, but there is a delay because the radios are different.

Cusick is absolutely right. Bethlehem is playing too many games with 911 money, and it's only a matter of time before there are bad consequences. As proof, you need look only to McHale's statement, which is complete garbage.

It's certainly true that Bethlehem borrowed $6 million just a few months ago, and part of that money was supposed to pay for a $1.8 million upgrade to its 911 center. But amazingly, it spent all the money for operating expenses. Business Manager Dennis Reichard swore up and down it would be used for those purposes at a Finance Committee hearing, but his fingers must have been crossed.

So contrary to McHale's declaration, the City has no upgraded 911. In fact, City officials now want to borrow not $6, but $20 million. But this time, they're really, really, really, really serious.

If past practice is any indication, Bethlehem can't be trusted to upgrade 911. Or administer the fund honestly. And it is going to lose money, as it has this year.

Do Bethlehem citizens want a system in which money for upgrades is diverted? In which Bethlehem can't talk to other municipalities for mutual aid because of different radios? That's what you have. Enjoy.