Safeguarding Emergency Communications Centers
Emergency communications centers (ECCs) face heightened challenges in ensuring the security and well-being of their employees. As the frontline responders coordinating emergency services, public safety communications personnel must be protected from potential threats while maintaining the seamless operation of critical services. Two incidents in less than a year at emergency services in a Massachusetts town illustrate the potential danger.
On June 13, 2022, the Westborough Fire Department, which is also home to the community’s 9-1-1 center, sustained damage after a man broke through a set of exterior doors in the middle of the night to reach the public safety telecommunicators. He was armed with a red laser pointer that he trained on a telecommunicator, forcing the telecommunicator to take cover under a console. Police arrived while the perpetrator attempted to break through a second set of doors. He had the laser trained on the officers, but fortunately they could see that the male was not armed with a firearm, and a tragedy was averted. The investigation that followed revealed that the man was in the parking area for a significant amount of time and broke into vehicles from which he accessed tools to break the departments doors.
On November 26, 2023, the lobby of the Westborough Police Department sustained fire and water damage when a woman awaiting a friend’s release from custody lit three fires causing the fire suppression system to activate. Fire damage was minimal, but water damage was significant.
ECCs may need to bolster physical security measures to guard against potential intrusions or attacks such as these. This may include increasing security personnel, implementing access controls and fortifying entry points with barriers or reinforced doors. Surveillance systems should be optimized to provide comprehensive coverage both inside and outside the facility, enabling monitoring of any suspicious activities or gatherings nearby.
Since the incidents in Westborough, the community has made significant investments in municipal infrastructure, including a complete overhaul of the access control system in the facility that houses the 9-1-1 center. This has expanded to other municipal buildings, allowing the ECC to have control over school buildings for critical events and facilitating mutual aid to other stations. The 9-1-1 center now has a vestibule where visitors can communicate by phone with the public safety telecommunicators on duty. Within the vestibule visitors are screened and vetted before entering the ECC.
Officials have also replaced the camera system at the fire station-ECC complex, which provides improved coverage of the exterior of the building and greater data storage. The system was designed to accommodate all municipal buildings expected during future expansion.
In addition to hardware and infrastructure, comprehensive emergency response plans tailored to such scenarios are essential to the safety of ECC employees. Plans should outline procedures for escalating security measures, coordinating with law enforcement agencies and ensuring the safe evacuation or sheltering of personnel if necessary.
Communication protocols
Clear and reliable communication channels are critical to keep ECC employees informed and coordinated. Alternative communication methods, such as encrypted radio channels or secure messaging systems, should be in place to ensure uninterrupted communication in the event of disruptions to conventional communication networks. Regular updates and briefings from management keep employees informed of evolving situations and security measures.
A fusion center in Massachusetts collects and analyzes information from a variety of sources and disseminates it to stakeholders, such as ECCs, to assist with decisions about staffing on the strategic and tactical levels. Planning creates a safer work environment for the ECC staff.
Training and preparedness
Training programs should equip ECC employees with the skills and knowledge necessary to navigate challenging situations during high stress, low frequency situations. This may include conflict de-escalation techniques, situational awareness training and guidance on responding to potential threats or security breaches. It is also advisable to cross-train personnel to perform essential functions, which helps alleviate safety concerns in case of staff shortages.
Trained and educated employees are better prepared to handle incidents that threaten their safety. Westborough employees are provided opportunities annually to further their education via college or training outside the department. Financial support is often provided by the Massachusetts State 911 Department or through local funds. The community provides robust college-level educational incentives and telecommunicators are obtaining degrees in fields such as national security.
Psychological support services
Access to psychological support services, such as counseling and peer support groups, is essential for addressing the stress and trauma associated with the job. ECC managers should encourage open dialogue about mental health and ensure that employees feel supported and empowered to seek assistance when needed.
Westborough telecommunicators have full access to the Massachusetts Fire District 14 Critical Incident Stress Management Team. Several department members are part of that team and are trained to provide diffusions and debriefings. This benefit has proven helpful after stressful incidents and has been instrumental in supporting employee health.
Collaborative partnerships
Close collaboration with municipal agencies and other emergency responders is vital for coordinating security efforts and sharing intelligence. Joint planning exercises and information-sharing mechanisms enable ECCs to stay informed of potential threats and respond effectively to emerging situations. Establishing liaisons with community leaders and organizations can also help facilitate communication and de-escalation efforts in circumstances of civil unrest.
A communications liaison who is compensated by the department can help promote collaboration between the ECC, police and fire/EMS by creating realistic expectations among government agencies. The role also includes promoting interoperability with public works, public health and the schools. The working relationship between the Town of Westborough’s ECC and its IT department is critical for security systems, software and hardware to provide a safe environment for the ECC. The relationship may be an internal IT support person, another government agency or outside vendor. Collaboration with the information technology department has allowed the overhaul of hardware and software that had grown obsolete.
Continual evaluation and adaptation
Security protocols and procedures should be regularly reviewed and updated in response to changing threats and circumstances. Post-incident debriefings and lessons-learned sessions provide valuable insights for refining emergency response plans and identifying areas for improvement. By remaining vigilant and adaptable, ECCs can better safeguard their employees and uphold their mission of protecting the community, even in times of attack.
