DELAWARE STATE POLICE COMMUNICATIONS SECTION
The Communications Section consists of three 9-1-1 Public Safety Answering Points (PSAPs) and the Headquarters Communications Center. This Section is staffed by 89 employees and two volunteers who report to Chief William D. Carrow, a civilian manager. The Section maintains a budget of approximately one million dollars, and is responsible for emergency complaint processing and radio dispatching operations, data communications and computer system helpdesk operations, radio, data, telephone, cellular phone, in-car camera & pager administration, 800 MHz radio equipment inventory, programming and installation, and Enhanced 9-1-1 Administration, database management and public education.
Statistically, the Section's completed the following activities for 2005:
| 911 Centers | |
| Total Complaints Dispatched | 299,407 |
| Total Complaints Handled Without Dispatch | 101,255 |
| Total Complaints Handled | 300,622 |
| Total 9-1-1 Calls Received | 608,866 |
| Miles Saved by Center Handled Complaints | 911,295 miles |
| Headquarters Communications | |
| Total Trouble Reports Received | 3,714 |
| Total Telephone calls Received | 32,978 |
| Total Alarms Handled | 9,250 |
| NCIC Warrant Entries | 4,090 |
| Hit Confirmations | 747 |
| Communications Technicians | |
| Total Equipment Installations | 62 |
| Total Equipment Removals | 57 |
| Total Radios Programmed | 329 |
| Total Radio Templates Created | 84 |
| Total In-Car Camera Maintenance | 64 |
The Communications Section staffs and operates the Division’s mobile command center. This unit consists of eleven civilian operators and responds to critical incidents ranging from hostage and barricade situations to public events and demonstrations. Two mobile units remain in a constant state of readiness, equipped with the latest in telecommunications technology. During 2005 the unit was activated and responded to 50 events.
2005 included increased training opportunities for our employees. Supervisor summits were held with specific instruction on key topics being provided, and several employees participated in the APCO Fall Training Conference in Dewey Beach in October, as well as a motivational retreat.
The Communications Section continued its enhanced community outreach program. This program involves 9-1-1 presentations to citizens’ police academies and college classes. Open houses were held at both SUSCOM and KENTCOM in May of 2005 and attended by hundreds of school children and local citizens who were treated to public safety displays, food, and tours of the communications centers. The Section continued a close relationship with the deaf community by assigning a representative to the Council on Deaf Equality.
The Section continued surveying the public to gauge our 9-1-1 customer service, and our volunteer mailed out quarterly surveys with return feedback being overwhelmingly favorable.
The Section’s E9-1-1 Administrator continued working with the enhanced 9-1-1 emergency services board and Delaware became totally phase II wireless compliant on December 31, 2005. Work continues on issues such as voice over internet protocol (VoIP) while also working on the addressing needs of Sussex County. The Section added a second volunteer in 2005 to assist the E9-1-1 Administrator by flagging residential phone records for persons with known disabilities.
The section saw two retirements in 2005 when George Locke and Frank Sparks both retired from the Section after 30-plus years service each.
Our employees are performing an outstanding job of a critical nature, and employee recognition is paramount. During 2005 many Section employees were honored by receiving awards from APCO during National Telecommunications Week in April. In 2006 the Communications Section will continue to maintain a high work ethic and provide excellent customer service.
