SAMPSON COUNTY
911 COMMUNICATIONS
Mission Statement
To provide telecommunications services to the agencies we serve and to provide a communication link between those agencies and our citizens. top
Division Overview
The Sampson County 911 Communication Center provides Enhanced 911 services to the citizens of Sampson County serving as the primary answering point for all emergency services calls in the County. The 911 Center operates twenty-four hours a day, seven days a week with a staff of fourteen full-time and eight part-time employees. The 911 Center serves as a link between the public and the various emergency services organizations. The division provides dispatch services countywide for all Law Enforcement, Fire Departments, Rescue Squads/EMS, as well as an array of other related services.
The 911 Center has three dispatch positions with each position being completely redundant of the other. Primarily each of the dispatch positions are responsible for assigned agencies, however each position can receive 911 calls and dispatch any agency necessary. All radio transmissions and telephone calls are recorded and are maintained for a reasonable archive period.
Sampson County implemented the Enhanced 911 system in 1995. Since that time all 911 calls placed in Sampson County have been received at the 911 Communication Center for central dispatch. top
How does it work?
As soon as the Telecommunicator answers a 911 call, the enhanced 911 features allows for the display of the caller’s telephone number and address to be displayed on a screen at each of the dispatch positions. A sample screen is as follows:
The display screen provides the Telecommunicator with the caller’s telephone number or automatic number identifier, the caller’s address or automatic location identifier, and the ESN, which identifies the emergency responders for the specific address. It is important however to realize when a citizen calls 911, the telephone where the citizen is calling from is displayed on the screen and the information is normally the billing address for the telephone number.
Callers often go to a location other than where assistance is needed to call 911 and for this reason the Telecommunicator will always ask you to repeat the telephone number and ask you specifically where the assistance is needed. Telecommunicators will only rely solely on the display screen when the caller is unable to tell them where assistance is needed, if it is a small child, the caller is unable to speak, etc. Telecommunicators are also required to dispatch units to all 911 hang-ups if telephone contact cannot be made with the caller. In other words, if the 911-display information is received, telephone contact has to be made with the caller or a unit is dispatched to the address to confirm that no emergency exists.
We also have access to interpreters, through a contact with Language Line Services, to ensure adequate response to our non-English speaking community. These services are available twenty-four hours a day, seven days a week for over 140 different types languages. top
Computer Aided Dispatch
When the 911 call is received, data is either downloaded or keyed into the Computer Aided Dispatch (CAD) system.
CAD is a computer system utilized by the Telecommunicators to process 911 calls and track units. When 911 call data is entered, the CAD system automatically geo-validates the address location and provides the Telecommunicator with suggested units based on the call type. Unit status, call locations and street files are displayed digitally on the CAD screen as well. This system has the capability of connecting to state computers for obtaining driving records, stolen property, vehicle information, etc. This computer system also maintains a history of agency or unit response to calls for reporting purposes or future needs.top
Call information is faxed to stations at the time of dispatch for hard copy use to eliminate any misunderstandings or errors via the fax server interface. Upon completion of the assigned call, call information is faxed to the stations involved for reporting purposes. This interface feature reduces radio traffic and saves time. top
911 Call Transfer
Each of the three dispatch positions have been equipped with a transfer panel that allows the Telecommunicator to press one button and transfer a 911 caller to one of our surrounding counties or to the Poison Control Center or the Highway Patrol. top
Recorders
All radio transmissions and telephone calls are recorded and are maintained for a reasonable archive period. Each of the three dispatch positions is equipped with instant recall recorders that provide the Telecommunicator with instant playback access to telephone or radio conversations.top
Weather Services
Weather information is obtained from the state computer from the National Weather Service, by a weather alert radio, or from a contract service with Data Transmission Network (DTN). The DTN system provides up to the minute weather information in text or graphical format.
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Physical Address:
107 Underwood Street
Clinton, NC 38328
Mailing Address:
Post Office Box 8
Clinton, NC 28329
Telephone: (910) 592-1151
Facsimile: (910) 590-5383
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