Communications

Mission Statement
"The employees of the communications section will strive to deliver the highest level of professional service to the public, external agencies and internal units. To carry out this function by providing courteous and immediate responses, accurate records, timely service and quality training with the highest standards of integrity and performance."

The department continued coordination with the Municipal Information Technology (MIT) Department to implement the public safety portion of the 800 Megahertz radio system. Additionally, the Enhanced 911 (E911) phone system has been upgraded to a touch screen format to allow greater response capability and improved interoperability with outside communications agencies. The Communications department is in the process of becoming accredited through the Commission on Accreditation for Law Enforcement Agencies (CALEA) for Communications.

Communications increased its staff with Heather McGlasson, Emma Shwab, and Jessica Wheatly. Communications Officer Eric Johnson received the Communications Officer of the Year Award for 2006 in recognition of his outstanding service to the department and the Franklin community.

Job Description

The position of "Communications Officer" is one performed with speed and accuracy under supervised situations and requires a high degree of computer keyboard efficiency; communications officers must be able to multi-task and make effective, immediate decision regarding life threatening emergencies/situations based on highly complex rules, regulations, laws and procedures. Communications Officers work under stressful conditions and are expected to prioritize radio traffic and phone calls as they come in. The officers are available 24 hours a day, 7 days a week, 365 days a year. They utilize several systems to aide the citizens, police officers and firemen that are dispatched including: Computer Aided-Dispatch System/Visions, the National Crime Information Center System, the Communicator-Emergency Notification System, a Telecommunications Device for the Deaf, the Tennessee Crime Information Center System and more. Communications Officers must have the same minimum qualifications as a patrol officer.

Calls for Service

The Communications Department logged 57,429 calls for the Year of 2007 into the computer aided dispatch system. In 2007, the Communications Department logged 57,747 calls. During 2007, there was a decrease of calls by .55% when compared to 2006.

• POLICE: The Police Department responded to 47,093 calls in 2007. The highest incidents were traffic stops, alarms, and non-injury accidents. In 2007, the Police Department responded to 47,436 calls - a decrease of .72% over 2006.
• FIRE: The Fire Department responded to 5330 calls in 2007. The highest incidents were medical calls, fire alarms, and personal injury accidents. In 2007, the Fire Department responded to 4070 calls - an increase of 30.96% over 2006.
• COMMUNICATIONS: The Communications Department handled 6,731 calls for 2007. These are calls that did not require a police or fire response; the highest call incidents were 911 misdials, 911 hang-ups, and reckless driving. In 2007, the Communications Department handled 6,603 calls - an increase of 1.94% over 2006.
• E-911: A total of 9,358 calls were received and processed in 2007. The majority of these calls were medical calls, misdials, and hang-up calls. In 2007, there were 9,724 calls received and processed - a decrease of 3.76% over 2006.

A total of 128,039 administrative phone calls were answered by the communications section in 2007.

Public Relations

If you have any questions or comments regarding the Communications Department, please call the Communications/911 Supervisor Lt Joanne Willhite at (615) 550-6806. You may tour our dispatch center upon making an appointment. Please see our related websites: APCO, VisionAIR, NENA and PowerPhone. If you have a home or business where someone has special needs (handicap, oxygen, etc.), please call (615) 550-6819 so we can get that information added into the computer aided dispatch system to use in case either police, fire or EMS needs to respond to your location.

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Day Shift - (6:45 AM - 2:45 PM)

• Ryan Tate - Senior Communications Officer
• Jim Chamblin
• Karen Helton

Evening Shift - (2:45 PM - 10:45 PM)

• Janet Wohler
• Abby Gambill
• Maureen Culberson

Midnight Shift - (10:45 PM - 6:45 AM)

• Eric Johnson - Senior Communications Officer
• Heather Young
• Janis Pardue

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Assistant Communications Supervisor

• Vacant

Communications Support Personnel

• Mary Casteel

Communications Officers in Training

• Megan Hastings
• Sarah Ginter