911 Operations

The 9-1-1 Operations Department of the Mesilla Valley Regional Dispatch Authority (MVRDA) works  24/7 every day of the year to provide 9-1-1 call answering and public safety dispatch for all of Doña Ana County.

The communications floor is staffed by Dispatchers and Call Takers. Call Takers answer      9-1-1 and   non-emergency calls and enter calls for service into a computer aided dispatch (CAD) system so that   it can be dispatched to the appropriate pubic safety responders.

Dispatchers use the call information that was entered into the CAD and communicate via two-way radio to dispatch law enforcement, fire services, and emergency medical services personnel to the location of the emergency.

The Dispatchers and Call Takers work 8-hour shifts and are supervised by a group of Shift Supervisors. Communications floor shifts operate from 7:00 a.m. to 3:00 p.m., 3:00 p.m. to 11:00 p.m., and 11:00 p.m.  to 7:00 a.m.

In 2016 MVRDA Call Takers and Dispatchers answered:

• 182,935 Non-emergency phone calls

• 133,786 Emergency 9-1-1 phone calls

• 316,721 Total phone calls

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In 2016 MVRDA Dispatchers dispatched:

• 309,180 Law enforcement incidents

• 41,614 Fire incidents

• 25,382 emergency medical incidents

• 376,176 Total incidents

Enhanced 911 (E911)

Enhanced 911 (E911) is a set of Federal Communications Commission (FCC) rules designed to improve the effectiveness and reliability of wireless 911 services. Enhanced 911 provides 911 dispatchers with additional relevant information regarding wireless 911 calls.

There are two phases of E911 cellular service:

• Phase I requires wireless carriers to submit the originating telephone number of a wireless 911 call to the Public Safety Answering Point (PSAP) as well as to submit the location of the cell site or the base station transmitting the call.

• Phase II requires wireless carriers to submit to the PSAP more precise latitude and longitude coordinates. Depending on your cellular service provider, the latitude and longitude coordinates should be accurate to within 164 to 984 feet, as specified in the FCC accuracy standards.

MVRDA is equipped to receive Phase II cellular 9-1-1 calls.

Computer Aided Dispatch (CAD)

Computer Aided Dispatch (CAD) consists of a suite of software packages used to initiate public safety calls for service, dispatch, and maintain the status of responding resources in the field. MVRDA uses the New World CAD suite produced by Tyler, Inc. The software is used by the emergency communications dispatchers, call-takers, as well as by field personnel utilizing mobile data terminals (MDTs). 

CAD provides displays and tools so that the dispatcher has an opportunity to handle calls-for-service as efficiently as possible. The CAD systems consist of several modules that provide services at multiple levels in a dispatch center and in the field of public safety. These services include:

• Call input

• Call dispatching

• Call status maintenance

• Event notes

• Field unit status and tracking

• Call resolution and disposition

The CAD system also includes interfaces that permit the software to provide services to dispatchers, calltakers, and field personnel with respect to control and use of radio and telephony equipment, as well as logger-recorder functions. The system also allows several sources of information to be combined. For example, automatic vehicle location (AVL) and geographic information (GIS) helps improve service by getting units to a service call location faster. This information can be used to suggest the closest emergency vehicle to an event.

Telecommunications Device for the Deaf (TDD/TTY)

TDD is the acronym for Telecommunication Device for the Deaf. TTY is the acronym for Tele-TYpewriter. These are devices with a keyboard input and printer or display output used by the hearing and speech impaired. These devices allow deaf, hard of hearing or speech impaired individuals to communicate by actually typing messages.

Any citizen with a hearing impairment can use a TDD/TTY device to communication with the Mesilla Valley Regional Dispatch Authority 9-1-1 Center. Every 9-1-1 Call Taker and Dispatcher at MVRDA has been trained on the proper use of a TDD/TTY. There is never any need to dial a separate number for TDD/TTY calls or to place these calls through a relay service. If you need help, just dial 9-1-1. Your call will be placed on the TDD/TTY and handled just like a call from someone without communication impairment.