Cell phone S.O.S.

Police aim to move into the wireless age for 911 calls

By KEVIN COURTNEY
Register Staff Writer

The city wants to upgrade its 911 dispatch center so it can directly receive police, fire and medical emergency calls from cellular phones.

The equipment could be installed next year, but adding police dispatchers will require the budget-plagued Napa City Council to find a way to pay for them.

Someone who now reports an accident or crime on a cell phone is routed to a Bay Area dispatch center run by the California Highway Patrol, which must then phone the city’s dispatch center. This results in unacceptable delays in getting police, fire and sheriff units on the road, Napa Police Chief Rich Melton told the City Council this week.

The existing system is flawed in two ways, Melton said. The CHP center is swamped with so many calls that people reporting emergencies are often left waiting, he said. And once the CHP takes the call, it has to be forwarded to the police dispatch center in downtown Napa, where the actual dispatch to responding officers occurs, he said.

Bad examples

Several recent incidents illustrate how flawed the current system is, city officials said.

In November 2004, Lauren Meanza tried to report the fatal stabbing attacks on her two roommates, Adriane Insogna and Leslie Mazzara, using her cell phone. Because the call went to the CHP, Napa police were not dispatched as quickly as they might have been.

In another case, a Napa house fire was reported to the CHP by cell phone. Because of address confusion, the CHP notified Santa Rosa, which dispatched fire engines.

The state is encouraging cities and counties to add wireless capability to their dispatch centers now that the  majority of adults carry cell phones.

If a majority of Napa’s emergency calls are going to the CHP, the city’s dispatch center isn’t fulfilling its mission, Melton said Wednesday.

The state will pay for the new equipment. Dispatchers will be able to  pinpoint the location of the caller and the caller’s cell number. This “enhanced wireless” feature will cost $75,000.

While the equipment won’t come from the city budget, hiring new dispatchers to handle an increased volume of emergency calls will, Melton said.

Total call volume at the police dispatch center is likely to grow by 30 percent, requiring greater staffing, Melton said. Two or three dispatchers might have to be hired, perhaps more, the chief said.

Because so many people travel with cell phones, dispatch will receive a much higher volume of calls for many crimes and accidents, he said.

City staff will have to find a way to pay for new dispatchers at a time when the city is running in the red and staff reductions may be required for the 2007-08 budget.

“This is not the thing you want to bring to the city when they’re dealing with massive financial issues,” Melton said.

At the least, staff can outline how many new employees will be needed and offer a strategy for adding wireless capability to dispatch, Melton said.

Some cities add only one or two wireless companies to start with or limit the geographical area from which cell calls will be received.

Councilman Peter Mott asked city of Napa Finance Director Jed Christensen to come up with a plan to finance more dispatch employees.

In the past, Christensen has recommended a 911 surcharge on phone bills to pay for this public safety service, but the council was not willing.

The dispatch center has 24 employees, with an annual budget of $3.2 million. The city and the county share the cost, with the city paying about 60 percent.

A dispatcher earns $47,000 to nearly $57,000, plus fringe benefits.

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