Alia Pharr
The Atlanta Journal-Constitution
(TNS)
One late August morning, a man fell about 100 feet down a ravine near the Chattahoochee River.
The trench was in a wooded area behind an apartment complex in Cumberland. The 41-year-old man couldn’t climb out because he’d injured his hip and arm, according to Cobb Fire Department officials. But he could video call 911 to help responders find him.
It was the first time Cobb dispatch and rescue crews used live video from a 911 caller. They had some difficulty accessing the feed at first, the fire department said. But with the help of the dispatcher, bystanders and ultimately the video, rescuers found the man and pulled him out on a special stretcher known as a Stokes basket.
A rescue boat, and then an ambulance, took him to the hospital.
“The integration of video from the 911 caller into the response operations, it was extremely valuable,” said Melissa Alterio, executive director of the Cobb County Department of Emergency Communications. “The fire department is just so grateful for the assistance.”
As land lines become symbols of nostalgia, metro Atlanta’s biggest 911 dispatch centers are spending millions to switch their networks from copper wire to digital, enabling new features such as video feeds and precise location capabilities.
Georgia is lagging behind other states in adopting the new technology, known as Next Generation 911. Alongside increased staffing, it can help improve answer rates that have been dismal in some counties.
After the recent tech upgrade, Cobb’s dispatchers can see a map with the exact location of every cellphone contacting them. In addition to video calls, there is a “silent chat” feature people can use to communicate secretly with 911 during domestic violence or active shooter incidents. The new technology uses artificial intelligence to translate and transcribe foreign languages. It also connects calls to the 911 center faster.
An Atlanta Journal-Constitution investigation two years ago found thousands of emergency callers across the region were left on hold for significant periods of time when they called 911.
The 911 centers run by three of Georgia’s four most populous counties failed to meet the national standard of answering 95% of calls within 20 seconds. Of those counties, Cobb was the one that hit the mark.
Cobb dispatchers said their new technology also helps them respond more efficiently once they pick up the phone. Before the upgrade, they said, the only independent verification of a caller’s location came from the nearest cell tower.
“We had to ask the callers a bunch of questions and write it all out,” dispatcher Julianna Shetterly said one recent afternoon, after sending wreckers to an accident in Kennesaw where someone was trapped. “Location is absolutely everything.
“Even if the caller isn’t able to tell me what’s happening, if I have their location, I can get some kind of services to them.”
In Cobb, the upgrade has increased the Department of Emergency Communications’ budget by about $1 million per year.
The department plans an expansion to meet the needs of the fast-growing county, which includes Truist Park and The Battery mixed-use development.
Cobb’s 911 department has 160 positions and about 10 vacancies as of last month, Alterio said. County officials would like to hire more dispatchers and a larger technology team, but there isn’t enough space in the Marietta center.
The Cobb County Commission in August approved almost $1.6 million to buy