County Implements Priority Dispatch System

New training enables Radio and Phone operators to better serve residents

Residents who call 9-1-1 for emergencies in Rockland County may soon notice some new and different questions asked by the Radio Operators answering calls. The Communications Division of the Sheriff’s Office is going live with the Medical Priority Dispatch System (MPDS) and Fire Priority Dispatch System (FPDS) after a thorough implementation process with Priority Dispatch.

The Communications Division operates facilities in Pomona and New City, and is the primary 9-1-1 answering point for Rockland County, answering more than 300,000 calls annually. A staff of about forty Radio Operators handle calls for various police, fire, and medical emergencies, and dispatch the appropriate responders when emergencies are reported, along with operating a mobile command vehicle, and the County’s digital public safety radio system. In addition to in-county agencies, the Sheriff’s Office also handles dispatch responsibilities for the New York State Police and New York State Park Police operating in Rockland County.

Radio Operators have undergone extensive additional training to become certified as emergency medical dispatchers (EMDs) and emergency fire dispatchers (EFDs) by the International Academies of Emergency Dispatch (IAED). The programs and training encompass virtually every possible emergency scenario that might be reported, from stroke, snakebite, CPR, or overdose to building fires and rescue scenarios.

Funding for the Priority Dispatch System was provided through the American Rescue Plan Act of 2021.

Sheriff Louis Falco stressed the importance of the Sheriff’s Office having the very latest, internationally recognized standards and research-based protocols in use to identify life-threatening situations, and to safely prioritize calls for service. “There are many benefits to such well-developed protocols. Priority Dispatch has access to data on millions and millions of calls nationwide, and this data is used to ensure that calls are handled in the best and most consistent way possible. It’s research-based and under constant evaluation and revision.”

County Executive Ed Day said, “When residents call 9-1-1, they deserve the best possible emergency response, and that starts with the professionals answering the call. This new system ensures our Radio Operators have the most advanced training and tools available to provide lifesaving assistance the moment the phone rings. I commend Sheriff Falco and his team for their commitment to public safety and am proud that we were able to secure the necessary funding to make this critical enhancement a reality for Rockland County.”

“One important thing for residents to understand is that, as soon as the Operator has identified the location of the emergency and the main issue – what we refer to as the ‘Chief Complaint’ – help will be sent right away,” said Adam Feuer, Chief of the Communications Division. “The Operator will continue with questions and instructions, but help is already being sent, so don’t be concerned. In many cases, the emergency instructions offered by the Operator can make a life-saving difference in critical emergency situations.”