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County dispatch playback, CAD workflow and dual‑headset setup flagged in Brook Hollow fire review
Summary
Jensen Hughes told council that Sedgwick County dispatchers did not use the available instant‑recall playback to clarify a 911 caller's unit number, that a CAD workflow issue delayed a requested second alarm, and that the dual‑headset console setup may impede dispatcher comprehension.
Brian Nelson of Jensen Hughes described three distinct dispatch‑area problems to the Wichita City Council: (1) audio differences between carrier recordings and dispatcher console audio; (2) an unused instant‑recall playback feature on the 911 phone system; and (3) a CAD procedure that delayed the issuance of a second alarm.
Nelson said the 911 recordings made available to the consultants were higher quality than what console users hear in real time, and that a back‑end recording can contain clearer audio than the dispatcher’s headset…
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