Cumberland County 911- Fayetteville 911 Emergency Communications

Emergency Backup Plan

Cumberland County 911 Emergency Communications serves an area of 660 square miles with a population of 320,000 citizens with an additional 21,000 people that travel into our county for work each day. There are 3 PSAPs located in Cumberland County. Cumberland’s 911 Center is located at 131 Dick St. Fayetteville, NC on the first floor of the Sheriff Office. The center is currently a ten position 911 Center and process all 911 calls for Cumberland County the towns of Hope Mills, Spring Lake, Stedman, Eastover Wade, Godwin, Falcon and Linden. The 911 center is responsible for dispatching nearly 400,000 calls for service for County Fire, EMS, Sherriff Office, Hope Mills, Spring Lake, and Stedman Police Departments, Emergency Management, County Fire Marshal Office and Animal Control after hours each year. Fayetteville’s Center is located at 433 Hay Street, on the 2nd floor of City Hall. Fayetteville is a 15 position center and is responsible for answering and dispatching nearly 650,000 calls for service in the City limits of Fayetteville. The 3rd PSAP is located on Fort Bragg. Neither Cumberland nor Fayetteville share services with Fort Bragg.

Telephone Service:

Cumberland County is largely provided by Century Link, with the southeastern part of the county is covered by Star Telephone. The Local Exchange Carrier for the 911 Center is Century Link. The Cumberland County 911 center uses Positron Viper Telephone System, and moving toward a totally redundant A9-1-1 hosted I3 solution through Century Link and Intrado. Fayetteville City 911 is the backup center that is located .5 miles away. 911Telephone Lines automatically roll over to The City of Fayetteville 911 Center if not answered by the fifth ring. This gives staff time to evacuate to the backup center or if the primary is overwhelmed with calls during an emergency to have the least impact on the citizens of Cumberland County and City of Fayetteville. The Fayetteville 911 calls automatically roll to

Cumberland County 911. The Fayetteville 911 Center is using an A9-1-1 hosted I3 solution through Century Link and Intrado.

Overview of Services for A9-1-1

The Intrado Great Migration, our next generation voice, text, data, and hosted call handling emergency package includes the following elements:

• Guarantee: All service components to include all functions and protocols specified in the NENA i3 reference architecture. All this in a timeline that meets the PSAP’s needs and GIS data capabilities.

• A9-1-1 Routing: Emergency voice calls over the private, secure, and redundant IP infrastructure via SIP interfaces with transitional ESN routing supporting the migration to NENA i3.

• A9-1-1 Location Data Management: Complete solution for 9-1-1 data management for the provisioning and delivery of E9-1-1 services.

• A9-1-1 GIS Data Management: GIS based data management tools including Map SAG which enables 9-1-1 authorities to manage their GIS data and synchronize with the legacy MSAG. Map Sag’s validation tools will improve GIS data accuracy in preparation for a full i3 implementation.

• A9-1-1 VIPER® Hosted Call Handling: Call handling equipment that is hosted in the network and evolves with network services. The CPE is provided with a call map view including text and supplemental services display.

• A9-1-1 Integrated Map Viewer: On each call handling desktop, an integrated map viewer application displays wire line, wireless, and VoIP calls and correlated A9-1-1 Enhanced Data to aid in caller and event location.

• A9-1-1 Text: Emergency text request for assistance services over i3 compliant interfaces.

• A9-1-1 Enhanced Data: Supplemental multi-media and address data that augments the voice and text calls. All emergency events are displayed via a map view with mouse over Meta data display and site selection. The data is offered to call takers and dispatchers via integrated CAD solutions and to PSAP supervisors for a total jurisdictional view.

• A9-1-1 CAD Integration: Intrado will work with the PSAP’s CAD vendor to integrate A9-1-1 Enhanced Data services into the CAD implementation.

• A9-1-1 Performance Metrics and Call Detail: Flexible reports, metrics, and call detail information configured to meet PSAP needs.

RECORDERS:

Cumberland County 911 uses NICE NRX recorder with 96 channels.

Fayetteville City 911 uses an Eventide Nexlog 160 channel (120 telephony 40 radios).

CAD:

Cumberland County uses OSSI/Sungard CAD system that is shared with The City of Fayetteville 911 Center. This allows both 911 centers to share in the cost of one CAD system to reduce cost and eliminate the need for C2C. It gives both centers the ability to take and enter calls into CAD regardless of whose jurisdiction the call is in, this eliminates the need to transfer caller between centers. CAD access is provided to City of Fayetteville dispatch via a dark fiber connection and lit fiber, supplied by local carrier, for backup. The primary and secondary dark fiber connections, going different paths between Cumberland County Dispatch and City of Fayetteville Dispatch are connected via redundant Cisco switches and Cisco ASA firewalls with IPS. Firewalls are configured to allow for CAD access and restrict other traffic. Firewall Logs and IPS logs are monitored using Cisco MARS. Any changes to the environment must go thru change control. All changes must be approved by the Steering Committee, which is made up of members from each agency. CAD Mapping is provided from Cumberland County GIS and is updated weekly. The Servers are located and maintain at Cumberland County 911. Backup servers are located off site at the Sheriff’s Department Training Center, which has network connections back to both County and City 911 centers. All 911 Servers

are backed up in accordance to the 911 Disaster Recovery Information Technology Plan. The system is designed with two key aspects in mind, hardware independence for client machines and site recovery in the event of a disaster.

Hardware Independence:

Since the client machines are running in a clustered virtual environment unplanned outages will not produce system down time any longer than a few minutes. Additionally all planned system maintenance on the host machines (i.e. replace a hard drive or bad memory module) can be done with zero down time to the system.

Site Recovery:

There are two replicated systems in this environment. In the event of a disaster (fire, hurricane etc.) at the primary Center, the IT staff can initiate a “site recovery” at the backup 911 center and operations can continue as normal.

CAD or Network Failure:

In the event of a CAD or Network failure Cumberland County Telecommunicators will log all calls on the Cumberland County Emergency Services paper Call Taker Card system and on the Dispatcher Tracking Log. Fire calls will be logged on red cards, EMS on green and Law on blue. Cards will be taken to the correct console for dispatch. The dispatcher will then log information into the Dispatcher Tracking Log. EMD, EFD and EPD card sets will be used for the correct protocol .Once CAD is back in service the dispatchers for each discipline will enter the calls on the dispatcher tracking log into CAD. Once all calls are enter into CAD normal operations can then resume. Fayetteville uses the same manual system and procedures.

Emergency Power:

The 911 and the Data room have an APC Symmetra PX 40KVA UPS system that will maintain power to all servers and recorders and back room radio equipment

for 2 hour at current load. Yearly preventive maintenance and load test, for the UPS system are under contact and performed by Power Backups & Solutions. Cumberland County Emergency Services utilizes two (2) Cummins Power Generators located on the lower level southeast side of the Cumberland County Sheriff Office. These Generators are equipped with a Gen-2-Gen switch. The purpose of this switch is if one of the generators fails to automatically start the Gen-2-Gen switch will transfer power to the other generator. The two (2) generators are 150Kw each. They will burn 12 gallons of fuel per hour, and the fuel tanks are 6,000 gallons each. The generators will run 10 days on a tank of fuel. Fuel is purchased for a local company D.K. Taylor Oil Co. and they have agreed to maintain 6,000 gallons of fuel for non-highway use on their truck every night. D.K. Taylor can have a tanker from Ace Transport in Kenly upon notification. The backup plan for fuel if D.K. Taylor is able to deliver is to utilize fuel trucks from Cumberland County Solid Waste. Solid Waste has two (2) fuel trucks one (1) 14,000 and one (1) 750 gallon.

Cumberland County Maintenance performs weekly maintenance checks on both generators. The maintenance log is kept in the generator room. Both generators are run during the monthly test. Yearly preventive maintenance and load test are under contact and performed by Ezzell Electrical.

Fayetteville City dispatch is a 100KW which runs on natural gas. It is a direct hook up to natural gas so the generator will run as long as the gas line is flowing. It is also set up to use propane in the event of a disruption in the natural gas line. There is a 500 gallon propane tank for backup. This should run the generator for a minimum of 72 hours. Fayetteville City has a Liebert NPower 50KVA UPS system to maintain power.

Radio Systems:

Cumberland County 911 Communications utilizes (4) four radio systems, VHF system for paging and dispatching county fire departments, UHF system with state med channels for a backup for EMS Service. NC State P-25 800MHz Trunking system is the main radio system for dispatch communications for all agencies dispatched by Cumberland County 911. The Fayetteville City P-25 800 MHz trunked system is used to communicate with Fayetteville units and also as a backup system. The City of Fayetteville system is a (3) three tower simulcast 800 MHZ System. The City of Fayetteville has assigned talk groups on their 800 MHz radio system, for all Cumberland County Public Safety agencies to use. This gives Cumberland County and the City of Fayetteville (2) two complete redundant 800 MHz trunked radio systems for public safety. Cumberland County and City of Fayetteville 911 uses Motorola MCC 7500 radio dispatch consoles to dispatch all conventional radio system and 800 MHz systems. Cumberland County 911 Communications Center has a direct connection to the NC State Viper 800MHz Radio System. The dispatch center is connected by a 20Meg Ethernet circuit through Time Warner Cable between the 911 center and the NC Viper zone 1 controller on Garner Rd in Raleigh NC. From the Viper Zone 1 Controller the Radio traffic is then transmitted back to the towers through the State’s Viper System. If this connection is lost for any reason the 911 communication center then switches to backup 800 MHz radios in the 911 center and transmits over RF to the units in the field. This is a requirement by VIPER to have a redundant way to transmit if for any reason the direct connection is lost.

The City of Fayetteville 911 has a direct fiber connection to the Durham P-25 800 MHz system. This connection is a 10 Meg connection provided by Time Warner Cable.

If there is a total failure of the State Viper Radio System, Cumberland County communications Supervisor should contact the City of Fayetteville to request permission to have all units to switch their radios to the City of Fayetteville P-25 800 MHZ Radio System. Communications would communicate to units in the field by using the MCC7500 consoles, or backup radios and portables located in the communications center, by RF on the City Of Fayetteville System.

If a total failure should occur on the Fayetteville Radio System, Fayetteville would then switch over to their talk groups on the Viper Radio System.

Fire paging and dispatch is done over the VHF radio system and simulcast over 800MHz in order for the county fire department volunteers to receive dispatches. CAD through page gate and “I am Responding” also sends text to fire personnel’s phones. The dispatch consoles are connected to the remote base station at the Cliffdale Rd tower site through Telco circuits. If for any reason the Cliffdale tower goes down or connection is lost the dispatcher is to switch to the remote station in dispatch that transmits off tower on the roof of the Sheriff’s Office. There is a switch to the remote station to transfer the Main encoder to the remote in dispatch to send paging tones and off the tower on the Sheriff’s Office. If the Main encoder fails the dispatcher is to use the paging system on the Motorola consoles.

Cumberland County 911 and the City of Fayetteville 911 have maximum redundant systems and equipment that allows each 911 Center to back up the other in the event of an emergency or 911 failure. These systems have been tested and proven that they work. This allows both 911centers the capability of fully backing each other up, with little or no additional cost out of the 911 funds.

Cumberland County and the City of Fayetteville are currently working on ways to secure funds for a new co-located 911 center. With the development of new technology and ESINet in the near future, this plan will change to meet the current needs at the time for a backup.