911 communications administrator position to aid with EMS

911 communications administrator position to aid with EMS

Published on August 18, 2024

As part of the City of Fort Worth's focus to make positive changes to the 911 system that will provide a higher level of service to system users, the City is currently actively recruiting for a 911 communications administrator. The goal of the position is to provide a single point of contact when there are 911 system issues, which will help ensure the highest level of service for residents and visitors who utilize the 911 system.

Why it matters: Fort Worth Police (FWPD), Fort Worth Fire (FWFD) and MedStar operate separate dispatch/communication centers and there is no single point of accountability when there are issues with the 911 dispatch system. Studies indicate there are opportunities to fix the system and to better coordinate calls by finding ways to eliminate call transfers, which includes creating a single dispatch center, with FWPD, FWFD and MedStar in the same location using the same technology. The current focus is on technology and finding ways to co-locate both the short- and long-term.

What's the goal: Establish a single owner responsible for public safety communications for the City, specifically FWFD, FWPD and MedStar communications. Another goal is to explore the feasibility to establish a co-located Communications Center. Additional goals include:

• Find better ways to streamline 311 calls.
• Develop a 911 system that integrates Fire/Police/EMS along with mental health, 311 and other opportunities to provide robust customer service.

There are five focus areas for the 911 dispatch system:

• Infrastructure and technology
• 911 processes and data
• Co-locating Police, Fire and MedStar
• Staffing
• Staff care (wellness, training, etc.)

The City is establishing a new emergency communications department, with the new role of 911 communications administrator leading the buildout of what the Fort Worth emergency medical dispatch system needs to look like, including organizational placement. This role will also serve as a key advisor for all public safety emergency communications for the City. As the City works on the MedStar transition, current MedStar dispatch employees will transition to the City as part of the overall transition plan, which was set for July 1, 2024.

What they're saying: "Hiring a 911 communications administrator is just the start of getting the EMS system up and running within the City of Fort Worth and our Fire Department," said Assistant City Manager Valerie Washington. "Building out the department will not only enhance the continued service to our residents and visitors, but also ensure quality customer service that the City of Fort Worth is known for. We look forward to building out this department and delivering high-quality patient-centric care."

Go deeper: Fitch & Associates, the consultant hired by the Fort Worth City Council to evaluate the current EMS model and provide a comprehensive study, will manage the transition of the EMS system from MedStar to FWFD and implement the process in partnership with the City, FWFD and MedStar. There is an anticipated 12- to 18-month timeline, which includes a communications plan for stakeholders and end users of the EMS system.

Transition of the EMS system is part of the City's Fiscal Year 2025 recommended budget. Residents can provide feedback on the budget online on the City's website. They can also learn more on the Budget page.

Get articles like this in your inbox.Subscribe to City News.

Tagged as:

• Community Safety