What We Do – Valley Communications Center
Valley Com serves as the critical link between people who need help and the public safety responders who provide emergency services. Our 9-1-1 call receivers, dispatchers and team supervisors are highly trained specialists who are masters at multi-tasking in a busy, high stress environment where customer service skills, speed and accuracy are all critical for success.
In short, we get information from callers, give it away as soon as possible to field personnel and then verify the responders received the information. A vital part of the process is obtaining complete information in a timely manner from people under stress. Our call receivers ask questions (sometimes a lot of questions!) to determine where people are so they can determine exactly which police, fire or EMS agencies serve them, and they ascertain what’s going on so they can send the right type and amount of help to the scene. For critical calls, while the call taking process is underway information is relayed to the appropriate dispatchers so help can be started to the scene while the call receiver is still on the line gathering information.
Using the information gathered by call receivers, dispatchers send the appropriate field personnel based on the nature of the call and its severity. Assignments are based on defined procedures put in place by our customer agencies. As the call progresses, field personnel are tracked in our Computer Aided Dispatch (CAD) system including the time they responded, arrived and cleared the incident. Dispatchers also support field personnel by providing updates obtained from additional callers while units are en route. On behalf of police officers, they also query computer databases for license, registration, stolen article, stolen vehicle, firearm, warrant and protection order information.
To fulfill our mission, we also have highly trained technical support staff members who deploy and maintain our computer networks, radio and phone systems, which must be available at all times. Our administrative team provides the necessary support to manage our certifications and accreditations; initial and ongoing training needs; financial and budget oversight and human resource support for the hiring process and benefit administration.