Officials propose dedicated fire dispatcher and CAD-to-CAD data sharing to reduce call-transfer failures

Independence City Council study-session attendees on Aug. 11 received a presentation from fire leadership and consultant BC Burrell on pursuing a dedicated fire dispatch console, staffing and a CAD-to-CAD digital interface with American Medical Response (AMR) to reduce call-transfer failures and improve emergency response coordination.

BC Burrell and Fire Chief Walker framed the proposal as infrastructure and logistical changes rather than a personnel-policy overhaul. Burrell described a preferred configuration of one dispatch console dedicated to fire operations and six positions (five telecommunicators plus one supervisor) that would report through the police dispatch command structure and to fire administration. Burrell emphasized the goal of having “a fire dispatcher dedicated to fire operations” as a long-term objective.

Why officials say it matters: Burrell and the chief cited recent local incidents and national examples in which radio mayday calls or complex multi‑agency responses were not fully heard or coordinated, and where dispatchers acting as an overwatch could have accelerated lifesaving action. Burrell described call-transfer failures that can occur when a 911 call needs ambulance dispatch from AMR and the current process requires a voice transfer rather than a digital handoff; he called a CAD-to-CAD interface between the city 911 center and AMR “easily the most crucial” change in the recommendation and said it would allow “complete digital transfer of call information” including location, call type and updates.

Data discussed in the session: - Call volume: Fire staff said Independence Fire is on pace for about 24,000 calls this year after criteria-based dispatch reduced projected calls from roughly 29,000. Staff reported roughly 85% of calls are EMS related and many are handled by AMR. - Staffing/configuration: Proposal described one dedicated fire dispatch console and six positions (five telecommunicators plus a supervisor) as an aspirational staffing model tied to the dedicated-console concept. - AMR readiness: Burrell said AMR is building a new dispatch center and is expected to be ready to move forward by the end of the year, which would be a prerequisite for some digital sharing options.

Council members asked about confidentiality and data-sharing mechanics; Burrell said the agencies would control what is shared and that the city would develop memoranda of understanding and protocols. A council member and the city manager noted the city had previously merged fire and police dispatch and that separation had occurred in the past; the city manager said he was not certain of the historical reasons for the prior change. The city manager said the budget will need to anticipate technology and staffing changes and that the matter should be evaluated through the fiscal-year process.

Burrell described the recommendations as implementable in stages — technology upgrades first, including CAD-to-CAD and priority-fire-dispatch infrastructure, with staffing phased in as warranted — and recommended against waiting to react only after a critical incident. No formal council action was taken; staff were directed to keep the council informed and to consider the items during budget planning.