Phone System Transition at Millersville Increases Efficiency | The ...

In order to improve Millersville University?s emergency communication and reduce costs, the Millersville University Police Department transitioned their primary radio communications to Lancaster County Wide Communications (LCWC County 911) this past fall. The transition allows emergency calls to be directly dispatched by LCWC, the centralized answering point for 911 telephone calls in Lancaster County, Pa., alleviating the need for trained emergency dispatchers on campus.

Millersville University will complete the transition by forwarding calls to 3911, the on campus emergency number, directly to LCWC County 911. In addition, informational and non-emergency calls will be moved from contracted staff in Dilworth Building to the Call Center located at the Student Memorial Center information desk. Student Services, Inc. (SSI) has hired, trained and scheduled the Call Center staff, which will consist of one full-time supervisor employed by SSI and part-time student managers, as well as student assistants paid through the University?s student payroll. SSI staff will answer incoming calls that range from routine work requests, information technology requests and non-emergency requests 24-hours a day, 365-days a year. The Call Center will not be responsible for emergency calls, but will have the ability to dispatch maintenance and police for non-emergencies.

The continued transition of the communication dispatch plan will reduce the possibility of a communications shut down in a campus-wide emergency and improve the ability to respond to significant emergencies. ?Lancaster County 911 has the ability to function during the most significant weather, fire and police emergencies. We are in great hands with this switch,? said Peter Anders, police chief at Millersville University, whose serious concerns on the effectiveness of Millersville?s emergency dispatch system initiated the proposal for change.

Emergency alarms will also be moved from Dilworth Building to an off-site monitoring location by ESCO, a security and fire protection company who already has an established contract with Millersville University. ESCO will follow the current protocol toward notifying fire and University police through County 911 or maintenance for alarm malfunctions. The blue emergency phones and residence hall phones will also report directly to County 911. ?I feel we are safer having them monitored off-site. Hospitals have their alarms monitored off-site and rely on groups like ESCO,? stated Anders.

This change will save the University approximately $80,000 annually. In addition, $45,000 that was used for the contracted dispatchers will now be used for Call Center student payroll at the SMC. Anders added, ?Our students excel in customer service to visitors and it was an added benefit that there will be additional student hours from our funds.? The transition will occur on July 1 and the changes to University dispatching will be reviewed during the next six to 12 months. University police is working to make the final transition as smooth as possible.

For more information, contact Anders at 717-872-3433 or Peter.Anders@millersville.edu.

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