23-03_Live911_Training_Bulletin

MOUNTAIN VIEW POLICE DEPARTMENT SPECIAL SERVICES SECTION TRAINING AND INFORMATION BULLETIN PAGE 1 OF 2 2023 DATE: February 20, 2023 BULLETIN NUMBER: 23 - 03 SUBJECT: Live911 INFORMATION: The purpose of this training bulletin is to provide information about the Live911 system, general usage guidelines, a nd to proactively address questions and concerns prior to the implementation of the pilot program. BACKGROUND: Live911 is a technology that allows officers to listen to 9 -1-1 calls in real time, in their patrol cars or from a desktop computer. Officers will be able to hear caller’s emotions, nuances in their voices and hear responses to dispatcher’s questions about suspect and vehicle descriptions, before a radio dispatcher broadcasts the information on the air, enhancing public safety response. This technology does not change how 9 -1-1 calls are processed or dispatched , but it improves the speed in which informatio n is received by officers. HOW IT WORKS: As a 9 -1-1 call comes into the Emergency Communications Center (ECC), officers in the field will be notified simultaneously through the Live911 program on the MDC (Tone). Officers will then be able to see on a map where the 9 -1-1 call is originating, any available, auto populated profile information of the caller, and their location in relation to the location of the 9 -1-1 caller through RapidSOS. You will have the ability to listen live to the call, hear the information being reported, hear the caller’s d emeanor, and even noises and voices in the background. With this information officers should be able to better prepare for the call and decide the most appropriate response. You will also have the ability to turn off the feature completely if so desired. I t should be noted that you do not have the ability to interact with the 911 caller, or the dispatcher through this system. It is listen only enabled. BENEFITS: Adding to the benefit of an improved response time, other benefits include the following: • Hearing answers to questions from the call taker • First -hand descriptions • Outside agency (CHP) details for possible responses • Emotional tones of the caller & background noise • Geo-fence capabilities (Beat, Shoreline Events) MOUNTAIN VIEW POLICE DEPARTMENT SPECIAL SERVICES SECTION TRAINING AND INFORMATION BULLETIN PAGE 2 OF 2 2023 • Campus alerts (Forced calls from sc hools and/or specific buildings set up with a geo -fence) • Immediate notification of changes in call details that would be officer safety concerns • Proper response levels for incidents PATROL CONSIDERATIONS: While the system is being implemented, it will be important to be aware of, and consider the following: • This is a new system to everyone, so please be patient during the implementation process • Live911 is in real time and the information will be heard before the call has been triaged and a CAD event is c reated. Radio discipline is going to be extremely important when a 911 call is being processed by dispatch. The implementation of Live911 will not change the Emergency Communication Center (ECC) procedures/guidelines needed to be followed during the call t aking process. • Interrupting dispatch during the call could prevent dispatch from completing their obligations • Assess the information heard for the call and respond accordingly following department policy for response to calls • Provide only necessary update s when appropriate • The manipulation of Live911 on your MDC, just like any other application, should not be done while driving. • Utilize the MDC button to attach and update your progress when the CAD event is available o When an officer is on -scene prior to the event being entered into CAD, updates may need to be broadcast over the air for officer safety. During those situations, broadcast a short acknowledgment of the Live911 information and that you are on-scene. RESOURCES: Below are links for more information about the Live911 system: https://youtu.be/OQMXyYAMDlM https://youtu.be/vdK8o5WtJmI More information will be provided as the implementation project moves forward. Should you have any questions o r concerns, please contact Lt. Wahed Magee. Prepared by: Lt. Magee Approved by: Capt. Jaeger