Covid 19 and 9-1-1

While much of the impact of widespread events on 9-1-1 may be new to some, there are some historical precedents that can help us understand the current state of affairs, although admittedly, I can't remember a time when all of these planets converged to create a similar situation. Let's look back to see how the past helps shapes our present, and possibly, our future.

Shortages of goods.

Anyone who lived through the late 1970s remembers the gas crisis. Odd and even fill up days. Stations running out of gas. Calls to 9-1-1 reporting fights at the gas pumps and officers being assigned to direct traffic at congested locations. The same sorts of things are currently occurring at department stores nationwide as we speak.

Rationing.

My parents lived through World War II. My dad was in the Pacific, while mom was home, dealing with how to manage with limited supplies. During the conflict, a great number of items were rationed, from food to clothing, so that these goods could be used for the war effort. While the government has yet to step in, many stores have begun a sort of self-imposed rationing, restricting the amount of certain items that can be purchased. The country made it through the war, just as we will now, largely because there was never a complete shortage of supplies. While I fail to understand some of the things people have decided to currently hoard, I'm sure that your 9-1-1 center is getting panicked calls from people seeking supplies, or even reporting those who seem to be buying too much.

Price Gouging.

Capitalism. It's the American way. Unfortunately the behavior of some is less than patriotic. Have the number for consumer protection or your attorney general handy, because you're going to get calls about this. Remember the gas lines? Yep, we had the same problem back then. Some stations that had gas tried to up its value tenfold. In fact, if you check e-bay during any holiday season, you're likely to see those hard to get toys marked up to the max, but when it's an issue of public health, laws are there to protect us when conscience doesn't.

Every day is Black Friday.

If you've ever worked the day after Thanksgiving, you know the drill. Lines. Traffic. Injuries. Fights. Bedlam. Over the essentials of life such as large screen TVs. Well, we've ramped it up this time, as people have declared everything to be essential to their survival. Whatever your agency does on this normally singular day, be prepared to do this every day until the crisis has passed, and likely a little while after until normalcy resumes.

Widespread panic.

A great name for a band. So is Anthrax. But when they get together, it's a double bill that's best missed. During the post 9/11 days, centers nationwide were bombarded with calls from concerned citizens regarding Anthrax. This was based on a few government and news agencies receiving some in the mail. This opened the flood gates to a public who were already insecure after the terrorist attacks. Some samples from the center I managed at the time. "I bought donuts and there is white powder on them." (Anthrax is a powdery white substance, that doesn't really look all that much like confectioner's sugar, but bring 'em in and we'll test them.) "My ice has little white lines in it. They look like ant tracks." (Don't be surprised to get calls about Corona beer!) "I saw two dead raccoons on the shoulder of the road. I've never seen two dead together before. It must be a terrorist act!" (I don't know, did you notice any tire tracks leading up to them? In any event, I'm sure Ben Laden and the Taliban had a part in it. Raccoons. Our greatest national resource. Those bastards!) The bottom line? Be ready to calm the fears of those so easily affected, because who you gonna call? Not Ghostbusters.

Media - social and mainstream.

One thing that is different from any crisis in the past is the presence of social media. While search engines were around in 2001, Facebook wasn't launched until 2004, meaning that while you could get information, it was nowhere as easy to share it as it is now. While memes and hashtags never solved a problem, they sure help get people stirred up. Don;t believe me? Then you've obviously not dealt with the torch carrying mob at the gates after an officer involved shooting. The perp hasn't made it to the ER yet, but everyone already has all the answers. Unfortunately, we haven't yet learned that the PIO led press conference is a thing of the past, and that news travels faster than we can mobilize. We are further fettered by the need to present verified facts; a restraint not affecting bloggers and citizen reporters. Our need for 24/7 news creates gaps that must be filled, and they are not always filled by accurate information. So, in times of crisis like this, we are often faced with doing tons of rumor control. Be ready for it. I've also read some interesting pieces on political bias and the reaction to Covid 19. As I watch the various news sources, I see this firsthand. While the hard news seems objective, the choice and slant of supporting stories often is not. The virus is apolitical. Your callers may not be. Corona doesn't care if you wear a Maga hat or sport a Bernie bumper sticker. It's here. It's real. And like all emergencies, 9-1-1 will be called for the real ones, and the ones that exist only in the caller's mind.

Team 9-1-1

By now you've heard a million common sense sanitation methods, which I'll not repeat here. Rather, I'll focus on those things that directly apply to 9-1-1 centers, and 9-1-1 personnel.

1 - Allow anyone who can work form home to do so. This is effective social distancing.

2- Cancel all meetings and training, and convert to online formats, where possible.

3- Sanitize the center and all workspaces, especially consoles, chairs, eating, locker, and exercise areas. Microphones, push to talk buttons, touch screens, keyboards, mice and other controls are prime targets. Clean every time a new operator sits down. This means during breaks, too, and not just at shift change.

4- Spread out! If you have normally empty consoles, use them as a way of gaining distance. While it's often operationally and socially beneficial to congregate, this is not the time.

5- If you have a backup center that can be brought on line in tandem with your main, this is a great time to test that out. You can then divide your staff in two in order to diminish the risk of infection.

6- Limit public contact. Cancel tours. Restrict visits by family members and on-duty crews. For those facilities providing walk-in service, institute strict protocols or move to an all online system.

7- Drop non-emergency load. Take a look at what services provide, and see if some can be restricted, outsourced, or discontinued. You're likely already working short-handed. An outbreak can cut your staffing even further. Be prepared to focus on life-threatening emergencies.

8- Institute alternate schedules. Working 12 hour shifts with no days off may not seem appetizing, but it may be what it takes to make it through. Leave may be cancelled or severely restricted until the crisis passes.

9- While statewide declarations of emergency may qualify for the potential activation of TERT, a pandemic can quickly nullify that resource. Borrowing telecommunicators from other areas to assist in times of crisis is an accepted practice. However, it has traditionally been used in the wake of natural disasters or severe weather with limited geographic impact. Covid 19 is worldwide. Plan to deal with it with local resources.

10- Update policies and procedures - especially EMD - to deal with the Coronavirus. Cooperatively institute new dispatch regimens, and remain agile and responsive to an ever changing landscape.

11 - Provide whatever support possible to staff, especially those with child or elder-care issues. We are an industry of many single parents and care-givers, who have difficulty managing the stress and schedules of everyday life. Given the number of school and facility closings, they need all the help they can get.

12 - Telecommunicators must plan for all contingencies, including personal health, family issues, and extended hours of work. This plan will be beneficial not only now, but during all protracted states of emergency as well.

We have weathered the storm of uncertainty many times in the past, and will do it again. As always, society will look upon 9-1-1 as the place to call for not only emergencies, but also for advice. As the virus spreads, expect the calls that you are already receiving to increase in volume and scope.

If you'd like further information from reliable sources, I have collected a number of links on my website. Please visit: