After a year of extensive policy and procedure review, the Law Enforcement Support Agency (LESA) received Public Safety Communications Accreditation from the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). The achievement marks LESA as only one of five agencies accredited under the Public Safety Communications Program in Washington state. The announcement was made at the CALEA spring conference in Dallas, Texas, last month.
Public Safety Communications Accreditation requires agencies to comply with state-of-the-art standards in four basic areas: policy and procedures, administration, operations and support services. To be accredited, agencies are subject to on-site assessments; a thorough review of documented policies, procedures and related proof; and a public comment period.
LESA’s accreditation is a major accomplishment for the agency – which provides 9-1-1 communications, police/sheriff dispatch, records management and information technology to 16 law enforcement agencies in Pierce County.
“CALEA accreditation provides proof to the community and our law enforcement partners that we are a well-oiled machine, that we are run efficiently and we are accountable,” said Interim Director Mike Carson. “Accreditation is a true testament to LESA and its dedicated employees.”
For more information about CALEA and the accreditation process, visit their website at www.calea.org.
February 16, 2010
LESA Records Public Counter to be Closed on Tuesdays
Effective March 1, 2010, the Records public counter of the Law Enforcement Support Agency (LESA) will be closed on Tuesdays. The hours of operations will be 8:30 a.m. to 4 p.m. on Monday and Wednesday-Friday, excluding holidays.
A result of budget and staff reductions, Tuesday closures allow LESA Records to continue to provide service on the days of the week that are historically busier, said Operations Manager Bonnie Voegele.
The LESA Records public counter provides a variety of services to Pierce County citizens – primarily concealed pistol licenses (CPLs), public records requests and fingerprinting. Last year, LESA Records processed a total of 10,057 CPL applications, 29,646 requests for public records and 12,507 fingerprint requests.
December 23, 2009
Donations for Pierce County Sheriff Deputy Kent Mundell
As many of you are aware, Pierce County Sheriff Sergeant Nick Hausner and Deputy Kent Mundell suffered serious injury in a shooting Monday night. Sergeant Hausner is recovering at Madigan Hospital and is in good condition; however, Deputy Mundell is seriously injured and in critical condition at Harborview Hospital in Seattle. Please keep them and their families in your thoughts and prayers.
A fund has been set up for the Mundell Family by the Peer Support Team. Anyone wishing to make a contribution to the Mundell Family may do so at any branch of Columbia Bank.
December 11, 2009
LESA’s $1 Million Research and Development Video Grant Completed: Focus Blue Technology to be Incorporated in $3.3 Million Real Time Crime Center
The Law Enforcement Support Agency (LESA) announced the completion of its $1 million federal COPS grant, a research and development grant for rapidly deployable mobile video. The resulting product, Focus Blue, is a GPS-enabled surveillance video camera with multi-touch, interactive displays that can be controlled through web-based interface via mobile tablet, an officer’s laptop, or from a command center utilizing cellular, Wi-Fi, ad hoc Wi-Fi or hard-wired Internet Protocol networks.
“With Pierce County having the highest violent crime rate in the state,” LESA Director Tom Orr said, “Focus Blue technology will be a critical tool to help make the Pierce County community safer.”
Focus Blue was designed to be rapidly deployable – easily and quickly set up – for assisting with chronic neighborhood crime like narcotics activity, repeat domestic violence offenders and for protecting critical infrastructure or responding to major incidents.
Currently underway, LESA’s Real Time Crime Center – known as LARIAT (LESA Accelerated Response using Integrated Analysis and Technology) — will utilize Focus Blue video and display technology. The $3.3 million federal grant project will assist law enforcement efforts in reducing violent crime and increasing violent crime arrests through data-driven analysis and intervention, as well as community-based technology-assisted intervention. LARIAT crime analysts and tactical analysis coordinators will monitor incoming 9-1-1 calls from LESA’s 9-1-1 Communications Center, and serve as a collection and analysis point for law enforcement officers in the field and, using LESA’s existing suite of technology programs and joint community/police real-time databases, will empower responding officers with actionable leads such as eyewitness-provided information, suspect identifiers and associations, and domestic violence alerts to name just a few.
An intriguing part of LARIAT is that it is not law enforcement exclusive. Communities and businesses can be a part of the process to make their neighborhoods safer. LARIAT will incorporate video from citizens, businesses and neighborhood associations to create a region-wide “cyber block watch.”
See a Focus Blue demonstration video. (Video is a large file and may take several minutes to load.)
December 10, 2009
LESA Thankful for Generous Outpouring of Support and Assistance
Public safety agencies nationwide and members of our community stepped forward this past week-and-a-half to support law enforcement servants after the horrific and tragic murder of four Lakewood Police Department officers. The response has been generous, overwhelming and heart-warming during this time of grief. The Law Enforcement Support Agency (LESA) extends heartfelt thanks to the numerous agencies who sent peer support, personnel, flowers, food and words of condolences to LESA’s police and sheriff dispatchers, 9-1-1 call takers, records personnel and information technology staff. On a 24x7 basis, LESA employees work closely with law enforcement officers, building bonds that help keep officers safe and informed, and try to make daily tasks easier.
Special thanks go to the California Emergency Dispatcher Association (CAL-EDA), for sending Oakland Police Department dispatchers Gina Oliver and Pamela Roberts. Just one week after the quadruple murder, Gina and Pamela met with employees to provide peer support. Public safety support personnel – such as LESA’s dispatchers, 9-1-1 call takers and records staff – can often suffer emotionally after a tragedy, much like an officer or deputy may. Gina and Pamela could relate; nearly eight months ago, a suspect shot and killed four OPD officers in two separate incidents.
LESA also wishes to thank and acknowledge the support of the Port of Seattle, King County Sheriff’s Department, CENCOM (Kitsap County), Puyallup Police Department, Washington State Patrol, and MACECOM (Mason County) for sending assistance by way of available personnel. The 18 personnel that came to the LESA Communications Center provided additional peer support, call taking support and also provided dispatch coverage so LESA Communications employees could attend the procession and memorial for the four Lakewood officers. The Kent Police Department sent an employee to help at LESA Records; that person stayed for a 10-hour shift to assist with warrants and other duties. Many other agencies – including the Seattle Police Department, SNOPAC (Snohomish County), Valley Communications (South King County), CAPCOM (Thurston County) and Grays Harbor Communications – called with offers to help, and those agencies that had already sent support were willing to send more.
All of LESA’s operational divisions received support and condolences by way of flowers, cards, calls, letters, food and visits – including visits from local agency officers and command staff, despite their busy schedules.
“Like their law enforcement officer counterparts, support personnel rarely ask for help – they provide help,” LESA Director Tom Orr said. “But it’s times like this where receiving and having help means so much.”
November 30, 2009
Fund for Lakewood Officers
The Lakewood Police Independent Guild has set up a fund for the families of Lakewood Police Department Sgt. Mark Renninger and Officers Tina Griswold, Ronald Owens and Greg Richards. Every penny collected will go to the families most deeply affected by Sunday’s tragedy, which took the lives of some of our county’s heroes, protectors, parents, siblings and children.
If you would like to show your support for LESA’s extended families, please consider donating to the fund. Donations are being accepted online at www.lpig.us, or checks may be made out and mailed to the LPIG Benevolent Fund; PO Box 99579; Lakewood WA 98499.
November 23, 2009
Accreditation Assessment Team Invites Public Comment
The Law Enforcement Support Agency (LESA) is pleased to announce a scheduled on-site assessment as part of a program to achieve accreditation by verifying it meets professional standards.
Administered by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA), the accreditation program requires agencies to comply with state-of-the-art standards in four basic areas: policy and procedures, administration, operations and support services.
As a part of the on-site assessment, members of the public, agency employees and any other interested parties are invited to provide comments to the assessment team by calling 253-798-7397 on December 14, 2009, between the hours of 1 p.m. and 3 p.m. Telephone comments will be limited to 10 minutes and must address LESA’s ability to comply with CALEA standards. Persons unable to call during the comment period may submit written comments to: Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA); 10302 Eaton Place, Suite 100; Fairfax, VA 22030-2215.
The on-site assessment team is comprised of Chief (Ret.) Robin Geis, City of Dublin Division of Police, Ohio, and currently the Director of Safety and Security Services at Franklin University (Columbus, Ohio) and Lieutenant (Ret.) Linda Johnson of the Polk County Sheriff’s Office (Bartow, Florida). Once Assessors Geis and Johnson complete their on-site review, they will report back to the CALEA Commission, which will then decide if LESA is granted accredited status. CALEA accreditation would be for three years, during which LESA would submit annual reports attesting continued compliance.
For more information about CALEA, please write the commission at the address above, call 800-368-3757 or 703-352-4225, email calea@calea.org or visit CALEA’s website at www.calea.org.
October 1, 2009
LESA Awarded $3.3 Million for Cutting-Edge Real-Time Crime Center: LARIAT Project to Help Reduce Violent Crime in the Region
The Department of Justice awarded the Law Enforcement Support Agency (LESA) $3,299,561 for LESA’s Accelerated Response using Integrated Analysis and Technology (LARIAT), as part of the Recovery Act’s Edward Byrne Memorial Competitive grant program. LARIAT is a unique design based in part on existing Real-Time Crime Centers in New York City, Memphis and other high-crime metropolitan areas. The intent of LARIAT is to assist law enforcement efforts in reducing violent crime and increasing violent crime arrests through data-driven analysis and intervention, as well as community-based technology-assisted intervention.
“Information is the life-blood of law enforcement and effective criminal justice,” Governor Chris Gregoire said. “This federal funding gives Pierce County law enforcement officers yet another tool to reduce crime, and improve officer safety by providing real-time information about potentially dangerous situations.”
Governor Gregoire was among the elected officials who supported LESA’s grant application. The application was also supported by members of the U.S. Senate, U.S. Congress, local community groups, and LESA’s Executive Board which is comprised of Tacoma Mayor Bill Baarsma, Pierce County Executive Pat McCarthy, Pierce County Sheriff Paul Pastor, Tacoma Police Department Chief Don Ramsdell, Lakewood Mayor Doug Richardson, University Place Public Safety Liaison Jennifer Hales, and Citizen-at-Large LeRoy Revelle.
Based out of LESA’s existing 9-1-1 communications center, LARIAT will be staffed by crime analysts and tactical analysis coordinators that will monitor incoming 9-1-1 calls, serving as a collection and analysis point for law enforcement officers in the field. Analysts will utilize the data mining capabilities of LESA’s existing suite of technology programs, the federal LInX Northwest system and joint community/police real-time databases – effectively empowering responding officers with actionable leads such as eyewitness-provided information, suspect identifiers and associations, and domestic violence alerts to name just a few.
An intriguing part of LARIAT is that it is not law enforcement exclusive. Communities and businesses can be a part of the process to make their neighborhoods safer. LARIAT will be able to incorporate video from citizens, neighborhood associations and businesses to create a region-wide “cyber block watch.”
September 17, 2009
LESA "Cyclopean" Call Makes its Landing on The Jay Leno Show
A spacey 9-1-1 call received by LESA Communications Officer David Lovrak will be unearthed on The Jay Leno Show tonight. The call – about Cyclopeans and buried spaceships – will be part of Leno’s Tonight Show-carryover segment featuring interesting 9-1-1 calls – and how civil servants deal with the public on a daily basis.
Communications Officer Lovrak handled the call expertly. “Every 9-1-1 caller has the same basic expectations – to be taken seriously and treated with respect,” Lovrak said. “This man was no exception and he brought some levity to an otherwise harrowing shift. It’s calls like this that keep this job interesting.”
The Jay Leno Show airs weekdays at 10 p.m. on NBC affiliate KING-TV channel 5.
Future Combined 9-1-1, Records and IT Facility Design Released
The Law Enforcement Support Agency (LESA) released the final report detailing the findings and design for a facility consolidating LESA operations and providing capacity for co-location of other Pierce County 9-1-1 centers. The two-year long facilities study is available on LESA’s website http://www.lesa.net/aboutus.shtml.
The study concludes that LESA’s existing, fractured facilities are overcrowded with numerous security and construction code shortcomings and deficiencies. All three of LESA’s locations fail to meet several standards including those set by the National Emergency Number Association (NENA), Department of Defense, Federal Emergency Management Agency (FEMA), National Fire Protection Association (NFPA) and National Institute for Occupational Safety and Health (NIOSH). Moreover, LESA’s organization across three disparate locations makes coordination difficult, particularly during an emergency when LESA’s 9-1-1 services would be essential. Currently, LESA facilities include 9-1-1 Communications and police dispatch at one location, Records Management at the County-City Building, and Information Technology and LESA Administration at yet another separate multi-use building in downtown Tacoma.
“The Katrina hurricane, 9/11 and the Greensboro tornado underscored the critical role that important 9-1-1 communication facilities play in ensuring people get help in a disaster,” LESA Director Tom Orr said.
After Hurricane Katrina, the 9-1-1 center in New Orleans was inoperable; citizens and police were without 9-1-1 service for over 30 days. During that time, 9-1-1 calls were routed upstate and then driven down by patrol car; the process took approximately 24 hours from the time of the call until police or fire received the request for help. “With two major earthquake faults, an active volcano, any petro-chemical facilities, a major port and two significant military installations, Pierce County citizens are at risk for disasters of a similar scope and nature,” Orr said. “[Citizens] need to be assured that 9-1-1 and emergency radio communications will survive and be there to get them the help they need. This study shows we have a long way to go to make that happen, but we are committed to making sure the people of Pierce County will get the help they need – no matter what the circumstance.”
As a part of the facilities study, the architectural firms of HEWITT/Leach Mounce researched comparable facilities across the country and projected LESA’s staffing and technology needs to 2030 to design LESA’s facility of the future. The single, multi-story building was designed to ensure survivability and continued emergency service despite natural disasters or terrorist threats. However, with the current shortage in funding for essential staff and the need to improve performance, LESA must work with local elected officials to develop future funding plans for such a facility.
“LESA is focused on becoming a national center of excellence – and that starts first with our staffing and the speed with which we answer 9-1-1 calls,” Orr noted. “The recent Performance Audit showed that LESA needs to improve its speed in answering 9-1-1 calls, and staff LESA to the same level as other 9-1-1 centers in the state would. This study now shows that we also have lots of work to do to make sure our staff is housed in a safe and secure facility that will survive any natural disaster, terrorist attack or criminal event. In addition to applying for federal stimulus dollars and significant budget tightening, LESA is committed to working with local elected officials and other 9-1-1 agencies to identify the means to fund additional staff and a facility.” Funding options discussed include a 1/10th of a percent sales tax initiative, an increase in the county 9-1-1 tax on phone lines, 9-1-1 center co-location and 9-1-1 center consolidation.
June 4, 2009
LESA's Gig Harbor Cliff Rescue Response Featured on Call 911
LESA Communications Officer Dave Jankens and Dispatcher Michelle Woodrow will be on the second season of Call 911 when the episode "Lives in Balance" airs on Friday, June 12th.
In November 2008, Jankens took a 9-1-1 cellular call from a 13-year-old girl who was trapped on a cliff with her 10-year-old brother and his friend. The three children had been walking along the beach, but got stuck climbing a cliff as the Puget Sound tide was coming in and quickly rising. Dispatcher Woodrow skillfully coordinated efforts for police response – with the help of Gig Harbor Police Department’s Kelly Busey – for a successful water rescue.
Call 911's "Lives in Balance" episode is scheduled to air Friday, June 12th at 5 p.m. and again at 8 p.m. on Investigation Discovery. Check local television guides to verify times.
Investigation Discovery (ID) is a member of the Discovery Channel cable lineup and can be found locally on Click! channel 223, Comcast channel 271, DirecTV channel 285 and Dish Network channel 192.
May 27, 2009
Audit Finds Understaffing, Lack of Funding Detrimental to 9-1-1 Services
Low staffing levels are the primary reason that the Law Enforcement Support Agency’s call answering response time is the lowest in the nation, according to a two-year audit conducted by an independent consultant, 9-1-1 SME Consulting. The audit found that even LESA’s “outstanding and professional call taking staff” cannot handle the volume of calls and recommended that the government agencies funding LESA “take immediate action” to address staffing levels. LESA is a primary Public Safety Answering Point (PSAP) and is the largest in the state.
“Unless addressed, this presents a real possibility that 9-1-1 and emergency communications services in Pierce County could be significantly compromised…” the audit warned.
In public safety, seconds can mean the difference between life and death – and the clock starts ticking when a person dials 9-1-1. Since 1995, LESA has failed to meet the national standard, set by the National Emergency Number Association (NENA), which states that 90% of all calls in the busy hour should be answered within 10 seconds, and 95% within 20 seconds. In fact, LESA’s 14-year average calculates to 75.83% of calls answered within 10 seconds – well below the 90% standard and places LESA in the lowest tier in Washington state and the nation.
“The fundamental cause for LESA’s poor performance is that there are an insufficient number of call takers for the workload,” the audit reported. “Even LESA’s outstanding and professional call taking staff cannot compensate for the sheer volume of calls.”
The audit found that LESA handles more calls per shift worker than any other PSAP in the state – and was third highest among the national PSAPs. LESA’s call load is double the average and has a staff-to-citizen ratio that is triple the average; LESA’s 9-1-1 call takers handle 24,865 calls per year, compared to the 9,460 average. There are seven PSAPs in Pierce County, not including federal agencies.
The detailed 234-page audit is now available on the About Us page on LESA’s website.
April 30, 2009
"H1N1 Influenza A" (swine flu) Information from Pierce County Emergency Management
Emergency Management is taking all precautions and utilizing this time to educate everyone on preparedness measures in the event of a pandemic. Please use this personal checklist from the Centers for Disease Control (CDC) to assist you and your family members prepare for a pandemic flu.
Additional information provided by the Tacoma-Pierce County Health Department:
Signs and symptoms of H1N1 Influenza A (swine flu): Human symptoms for this new type of flu are similar to the symptoms of regular flu that happens every year. Symptoms include fever, cough and sore throat. Additional reported symptoms include fatigue, lack of appetite, runny nose, nausea, vomiting and diarrhea.
How the H1N1 Influenza A virus is spread: It is thought to spread the same way a seasonal flu spreads -- mainly from person to person through the coughing or sneezing of people with the flu. It may also be spread by touching something with the flu virus on it, then touching your mouth or nose.
Watch for public health warnings about the flu, school closings and other recommendations to preven the spread of the flu.
March 19, 2009
LESA'S "Multidimensional" Recruiting Efforts Featured in Industry Magazine
LESA’s “multidimensional” recruiting campaign is showcased in the March issue of Public Safety Communications, the official magazine of the Association of Public-Safety Communications Officials (APCO). The agency, whose methods are sometimes considered unconventional for the industry, is heralded as an example for other 9-1-1 centers in the nation on how to effectively brand, reach a specific target market and ultimately streamline hiring.
The multi-page article features interviews with Director Tom Orr and Communications Officers – and recruiters extraordinaire – Kimberlee Marshall and David Lovrak, and details the various avenues LESA explored last year in the aggressive search for more 9-1-1 dispatchers and call takers. LESA embarked on a recruiting campaign that touched radio, television and Internet advertising; a cash incentive signing bonus; and increased attendance at job fairs – and in the future may include involvement in a technical college course.
While a few 9-1-1 dispatcher and call taker vacancies remain, LESA has also been affected by the economy in two ways. While the aggressive marketing push has ended as a result of budget reductions, applications continue to increase because the name recognition LESA established in its marketing program matured just at the time of the large increase in those seeking jobs. Over 700 applicants applied within two weeks when dispatcher and communication officer openings posted on LESA’s website in January.
For the future, LESA will continue its recruiting outreach via free and inexpensive methods. “Our plan is to leverage what we’ve been able to do in 2008 and use it during the lean years we now face,” said Orr during his interview.
LESA expects to begin accepting applications for dispatchers and communications officers again in the near future. For up-to-date employment information, please see our website's Employment page.
March 2, 2009
LESA Supports Proposal for First 9-1-1 Tax Increase in 16 Years
The Executive Board of the Law Enforcement Support Agency (LESA) announced their full support of House Bill 2029 (HB 2029), which aims to modernize the state’s aging 9-1-1 system. The last 9-1-1 excise tax increase was in 1993. The current proposal changes the tax to a service fee and would increase the state portion to $.25 and the local portion to $.70 per month.
“HB 2029 is vital to making sure that the citizens of Pierce County receive the very best 9-1-1 service,” the LESA Executive Board wrote in a letter to State Representative Jim McCune. “Seconds can mean the difference between life and death when answering a 9-1-1 call.” The letter was signed by Tacoma Mayor Bill Baarsma, Pierce County Executive Pat McCarthy, Tacoma Police Chief Don Ramsdell, Pierce County Sheriff Paul Pastor, Lakewood Mayor Douglas Richardson, University Place Contract Cities Representative Jennifer Hales, Citizen-at-Large LeRoy Revelle and LESA Director Tom Orr.
The bill would help 9-1-1 centers like LESA move forward with what is commonly referred to as Next Generation 9-1-1 (NG9-1-1). As consumers and businesses use and demand new technology – from text messaging and instant messaging to email and cell phone video – 9-1-1 centers need to change the way they operate so they can receive emergency information in the methods citizens use and have easy access to.
“Our 1960s technology can no longer support the emergency needs of our citizens,” said LESA Director Tom Orr. “This bill would position LESA, and other 9-1-1 centers in the state, to better assist our citizens in their time of need – and for our law enforcement customers to receive and respond to emergency calls more efficiently.”
About The Law Enforcement Support Agency’s 9-1-1
LESA provides 9-1-1 call-taking, police dispatch and a records/data channel for 11 police agencies and about 88 percent of the Pierce County population. Since 1993, Pierce County experienced a 12 percent population growth and a 16 percent increase in total calls to LESA’s 9-1-1 center; a large part of this increase is due to cellular phones. In 2007, LESA added nine additional 9-1-1 trunk lines just to handle the increased volume of wireless/cellular calls.
January 21, 2009
Callers Not Expected to Notice Planned 9-1-1 Outage
Sometime between 6 p.m. tonight and 6 a.m. Thursday, AT&T plans a five to 15-minute 9-1-1 outage that will affect areas of Pierce County including Buckley, Crystal Mountain, Graham, Puyallup, Roy, Sumner, Tacoma and Tacoma-Waverly. At the time of this release, AT&T representatives could not be more specific as to when the outage would occur.
During the outage, AT&T plans to redirect 9-1-1 calls to LESA’s 10-digit 9-1-1 number. LESA is Pierce County’s primary PSAP (Public Safety Answering Point). Though there are other 9-1-1 call centers in the county, AT&T is unable to route 9-1-1 calls to specific centers because the affected areas are on a “common trunk group” that feeds the service router. As the primary PSAP, LESA transfers emergency calls to their respective 9-1-1 center on a daily basis, so callers should not expect to notice the temporary change.
The 9-1-1 outage is being planned for maintenance rerouting of cable. Affected AT&T wireline phone prefixes include 212, 271, 267, 268, 310, 503, and 719.
Citizens seeking emergency assistance may also go to their nearest fire station.
January 8, 2009
New Years' Flooding - Emergency Information
For current news about Pierce County area flooding -- including shelter information and road closures -- please visit Pierce County's Emergency Information website and click on Disaster Info.
November 7, 2008
Phone Line Outage Impacts Some Citizens' Ability to Call 9-1-1
* * The cause of the line outage was due to a wet cable in a flooded central office. Qwest says that it will take 2 to 3 days for the line to dry out. Some of the estimated 2,700 affected residences may experience sporadic phone service over the next few days. (Updated 11/8/08) * *
Tacoma, Wash. (October 29, 2008) – A Qwest phone line outage will prohibit some Pierce County citizens’ ability to call 9-1-1 from their landlines. Affected phone numbers in the 253 area code begin with the prefix 564, which primarily impacts citizens and businesses in West Tacoma, Fircrest and University Place. Qwest has not yet been able to provide LESA with an estimated repair time.
People needing to call 9-1-1 for emergency assistance are encouraged to use their cellular phone or go to the nearest fire station.
This notice will be updated when the repair has been completed. Should citizens wish to inquire about the repair status, please contact Qwest at 800-573-1311.
Tacoma, Wash. (October 29, 2008) – On Wednesday, November 5th, the critically-acclaimed Discovery Channel television show, Call 911, will air an episode devoted entirely to the heroic response to the 2005 Tacoma Mall shooting. The half-hour episode on Investigation Discovery, features interviews from Law Enforcement Support Agency (LESA) communications supervisor Jodi Maier and call-takers David Lovrak and Larry Holter, along with Tacoma Police Department officers and a Tacoma Fire Department communications officer involved in the response. Several victims and bystanders also participated, including gunshot victim Dan McKown.
The Tacoma Mall shooting incident began Sunday, November 20, 2005, when LESA received a
9-1-1 call and the caller informed the call-taker that he had two assault rifles and was about to start shooting. When the call-taker asked for his location, the caller replied, “Just follow the screams.”
Over the course of the standoff, the lone gunman made repeated calls to LESA’s 9-1-1 Communications Center, often putting his hostages on the phone. After almost four hours, the gunman was taken into police custody after wounding six people and holding four people hostage at the Tacoma Mall.
The Call 911 episode “Terror at the Mall,” will air on Wednesday, November 5th on the cable channel Investigation Discovery at 7 p.m. and again at 10 p.m. PST. Check local television guides to confirm times and programming. The show is scheduled to repeat again several times during the month following its debut.
Investigation Discovery (ID) is a member of the Discovery Channel cable lineup and can be found on Click! channel 223, Comcast channel 271, DirecTV channel 285 and Dish Network channel 192.
October 10, 2008
LESA Nominated for Best of Western Washington
Tacoma, Wash. (October 10, 2008) – The Law Enforcement Support Agency (LESA) has been nominated as one of Evening Magazine’s Best of Western Washington as one of the Best Places to Work!
The Best of Western Washington is an online guide to local businesses that launched with a contest beginning in September. While the guide will be available year-round, voting for the Best of Western Washington contest ends on October 13th. There are 177 categories to vote for local “bests” – from the best food to the best shopping and (of course) the best place to work.
Tacoma, Wash. (August 8, 2008) – The Law Enforcement Support Agency (LESA) is pleased to announce the debut of their new recruiting television commercial on Monday, August 11. The 30-second commercial will first air on KONG Channel 16’s morning news at 7:12 a.m., followed by an 8:26 a.m. appearance on the Today Show (KING Channel 5).
The commercial features LESA employees Scott Hamel, Marcie Heisler, Kim Marshall, Aimee Rogers, Doug Turner and Regina Williams, as well as 9-1-1 and dispatch audio of Heisler and Rose Probst. The commercial will air at various times through the end of the year on local stations KING-5 and KONG-16, and will broadcast regionally on Northwest Cable News.
The television commercial is another facet LESA is exploring to fill police dispatch and communication officer vacancies. Efforts have included radio and print advertising, outreach at community events and job fair attendance. A $5,000 signing bonus for qualified applicants is also in place through the end of the year.
July 24, 2008
Discovery Channel Show Premieres With Episode Featuring LESA 9-1-1 Call, Communications Officer's Exemplary Actions
Tacoma, Wash. (July 24, 2008) – The Law Enforcement Support Agency (LESA) and Communication Officer Doug Turner will have their cable television debuts when the Discovery Channel show Call 911 premieres on Wednesday, July 30th. The show will profile a 9-1-1 call from February, in which LESA Communications Officer Turner ensured everything went right when a 10-year-old girl called for help during a domestic violence situation involving her mother. No one was injured during the incident.
“We’re very proud that Doug’s exemplary actions garnered LESA positive national attention,” LESA Director Tom Orr said. “Doug is a great example of the hard work, dedication and professionalism of all of our employees who handle nearly one million calls every year and who work 24 hours a day, seven days a week, 365 days a year to make sure the people of Pierce County are safe. All of Pierce County and Tacoma should be proud of this national recognition of the outstanding service provided by LESA and its employees.”
The episode “Please Hurry,” featuring LESA and Turner, will air on Wednesday, July 30th on the cable channel Investigation Discovery (ID) – Click! channel 223, Comcast channel 271, DirecTV channel 285 and Dish Network channel 192. Two episodes will air back-to-back beginning at 5 p.m. and again at 8 p.m. PDT. Check local television guides to confirm times and programming. The show is scheduled to repeat again several times in August.
July 16, 2008
U.S. Marshals Become LESA's First Federal Customer
Tacoma, Wash. (July 16, 2008) – The United States Marshals Service became the first federal agency to contract for services provided by the Law Enforcement Support Agency (LESA). The contract, signed July 11th, provides the U.S. Marshals Service with information technology systems, applications and support to assist with their investigations.
“Pierce County citizens have made it clear that their number one priority is not only to ‘feel’ safe from crime, but also to ‘be’ safe,” LESA Director Tom Orr said. “Information is the chief weapon to make that happen.”
The U.S. Marshals Service is the nation’s oldest federal law enforcement agency and is the government’s primary agency for conducting fugitive investigations. They apprehend more federal fugitives than all other law enforcement agencies combined.
“Crime is borderless, so information about crime must cross jurisdictional borders freely,” Director Orr stated. “Today, marks the first step in a significant expansion of that information-sharing to include local agencies sharing their information with federal law enforcement agencies working in Pierce County. LESA looks forward to adding federal partners and making sure that criminals can no longer hide behind information stovepipes.”
LESA already participates in the federal LInX system, which allows local and federal agencies throughout the Pacific Northwest to view police reports from participating agencies. The contract with the U.S. Marshals takes the next step in allowing federal law enforcement agencies access to additional information on such matters as pawn transactions, booking photos, warrants, etc. Since 1999, LESA has taken the lead in capturing, recording, sharing and distributing information about crime throughout the many local law enforcement agencies, courts and prosecutors in Pierce County.
June 26, 2008
New Cell Phone Legislation Prompts Reminder for Calling 9-1-1
Tacoma, Wash. (June 26, 2008) – The Law Enforcement Support Agency (LESA), Pierce County’s largest provider of 9-1-1, wishes to remind citizens of when it is appropriate to call 9-1-1. New cell phone legislation effective July 1st may prompt additional 9-1-1 calls as citizens report violations they witness.
Citizens should dial 9-1-1 for emergency situations in which a prompt response is needed, such as a life threatening injury or illness or for a serious crime that is in-progress. Keeping 9-1-1 phone lines open for true emergencies affords call-takers the opportunity to get people immediate emergency assistance in times of crisis. Non-emergencies may be reported 24-hours a day, seven days a week, by calling LESA’s non-emergency phone number, 253-798-4721. As it is written, the state’s new cell phone legislation does not provide a mechanism for citizens to report violations.
The new July 1st law restricts the use of wireless communication devices to hands-free listening – using devices such as one-ear headphones, speakerphones or Bluetooth headsets. Enforcement of the law may only be accomplished as a secondary violation committed in an officer’s presence. The restriction does not apply to a person operating an authorized emergency vehicle or a responding tow truck driver; a person using the device to report illegal activity, to summon emergency help or prevent injury to person or property; or a person using a hearing aid. Additionally, the law does not restrict the operation of an amateur radio station by a person holding a valid amateur radio operator license issued by the Federal Communications Commission.
June 2, 2008
LESA Director Named APCO's Communications Center Director of the Year
Tacoma, Wash. (June 2, 2008) – The Law Enforcement Support Agency (LESA) enthusiastically announces LESA Director Thomas Orr’s designation as Communications Center Director of the Year, awarded by the Association of Public-Safety Communications Officials (APCO) International.
The Communications Center Director of the Year award is one of APCO International’s most distinguished awards and is one of only six PSAP (public safety answering point) Awards to be presented at their annual international conference. The PSAP Awards are presented to public safety communications personnel demonstrating the highest levels of personal and professional conduct and performance in the line of duty. They represent those who make continuous and significant improvement to the public safety profession. Director Orr’s award will be presented at the APCO International Conference being held August 4 - 7 in Kansas City, Mo.
“The award is a wonderful recognition of the hard work of the many dedicated LESA employees whose outstanding performance made LESA a leader in emergency communications,” Director Orr said. “I am both honored and humbled to be selected by my peers from throughout the nation.”
Founded in 1935, the 15,000 members of APCO International constitute the world’s oldest and largest professional organization dedicated to public safety communications. APCO International creates a platform for setting professional standards, addressing professional issues and providing education, products and services for those who manage, operate, maintain and supply the communications systems used by police, fire and emergency medical dispatch agencies throughout the world.
LESA First to Adopt and Apply Six Sigma Approach to 9-1-1 Communications and Law Enforcement Technology and Records Management
Tacoma, Wash. (May 28, 2008) – The Law Enforcement Support Agency (LESA) announced the adoption of the Six Sigma business improvement model used by major national corporations over the last 20 years. Six Sigma helped those corporations improve work processes by as much as 70 percent and to achieve over $100 billion in savings. With a biennial budget of over $33 million, LESA is the first consolidated public agency in
9-1-1 emergency communications, records management and information technology services to apply the Six Sigma methodology.
In adopting Six Sigma methodology, LESA expects to answer 9-1-1 calls quicker, improve hiring and retention, decrease training time, reduce technology development time, and more efficiently process police reports, public disclosure requests, fingerprinting, warrants and firearms applications.
“The agencies and the public we serve deserve nothing less than the very best service at the lowest possible cost,” LESA Director Thomas Orr said. “In these times of limited resources, Six Sigma provides an outstanding methodology for LESA to improve performance, continuously lower costs, enhance citizen satisfaction and increase our capacity and capability within our existing budget.”
Six Sigma methodology focuses on process improvement by measuring how that process is performing, identifying causes for variations in that performance, and focusing on the critical factors that affect performance. It is designed to create bottom-line breakthrough change with a rate of improvement of 70 percent or better using a disciplined data-driven approach to identify and minimize defects in any process – whether it is a process to produce a product or service or is a manufacturing or transactional process.
In recent years, Six Sigma proved it can significantly improve the performance of law enforcement and municipalities. Public sector agencies report similar outstanding reductions in cost and significant improvements in service.
In the private sector, Six Sigma emerged over the last two decades as the single most effective business improvement methodology. Originated by Motorola in the 1980s, Six Sigma achieved over $16 billion in documented savings to Motorola in a 12-year period. Since then, General Electric, DuPont, Bank of America, Honeywell, Texas Instruments and many other private corporations achieved similar results through the implementation of Six Sigma.
Motorola is assisting LESA in its transition to Six Sigma through intensive on-site training and follow-up training at Motorola University. Ultimately, Six Sigma will be deployed throughout LESA providing a process for examining every level of operation, setting ambitious objectives and measuring performance in a way that requires accountability.
May 7, 2008
Rapidly Deployable Mobile Video RFP Released
Tacoma, Wash. (May 7, 2008) – The Law Enforcement Support Agency (LESA) released their highly-anticipated Request for Proposal (RFP) for the rapidly deployable mobile video (RADMO) project. The project, part of a nearly $1 million Community Oriented Policing Services (COPS) grant from the Department of Justice, is a joint venture of the Pierce County Consortium – LESA, the Tacoma Police Department, Pierce County Sheriff’s Department and the Puyallup Police Department.
RADMO’s purpose is crime interdiction through a mobile video setup acting as a force-multiplier by providing remote incident situation awareness. The project was designed to address drug trafficking, business park criminal activity, construction site theft, domestic violence situations, and major incident response, but may provide numerous other valuable uses for law enforcement.
The RFP seeks vendors to provide research and development, provide project and risk management, and find additional funds to develop, manufacture and produce a prototype for the consortium. Work on the project is slated to begin in August.
The RFP is available for download at the City of Tacoma’s Purchasing Division website under Formal Solicitations at http://www.cityoftacoma.org/Page.aspx?hid=523. A pre-proposal conference will be held on June 3, 2008, from 9 a.m. to noon at LESA’s headquarters located at 955 Tacoma Avenue South, Suite 102 in Tacoma. Proposals are due Tuesday, July 15, 2008.
April 23, 2008
LESA To Be Profiled In Leadership Film At International Conference
Tacoma, Wash. (April 23, 2008) – The Law Enforcement Support Agency (LESA) will be one of only a handful of agencies featured in a thought leadership film presented by Association of Public-Safety Communications Officials (APCO) at their international conference later this year. Thought leadership films spread the word about innovative practices responsible for moving public safety communications forward. As a leader in such efforts, LESA is being profiled in two films for its groundbreaking LEADS program and for its strategic action plan, Vision ONE.
APCO’s thought leadership films are short pre-recorded films aired at their annual conference with DVD copies distributed to conference attendees. The films will also be broadcast on APCO’s website, during and after the conference. LESA’s films will be available for viewing on their website after the APCO conference in August.
LESA’s thought leadership segments are scheduled to be filmed in early June.
April 21, 2008
New Discovery Channel Television Show To Profile LESA 9-1-1 Call, Communications Officer
Tacoma, Wash. (April 21, 2008) – The Law Enforcement Support Agency welcomed a Discovery Channel film crew last week when they filmed on-site at the LESA Communications Center for their new television series, Call 9-1-1. The show will profile a 9-1-1 call from earlier this year, in which LESA Communications Officer Doug Turner ensured everything went right when a 10-year-old girl called for help during a domestic violence situation involving her mother. With Turner’s calming demeanor and emergency expertise, he skillfully guided the panicked, bright, young girl in getting Tacoma police to the scene within seven minutes. No one was injured during the incident.
The girl said Turner did a good job keeping her calm and she noted the importance of staying calm so she could tell the 9-1-1 operator what was happening so help could be sent. She added that she learned it is also important to know and provide complete information to the 9-1-1 operator – information like her address, including building and apartment number, and the names of her parents.
On-site filming included interviews with Turner, the girl, her mother, and an opportune meeting between the call-taker and young caller. Turner showed the wide-eyed girl the workings of the 9-1-1 system, showing just how he was able to get the Tacoma Police Department to her home so quickly.
When asked about the 9-1-1 response, the girl’s mother described that when going through the stressful incident she thought it took 20 minutes for the police to arrive. After listening to her daughter’s 9-1-1 call and seeing the time that elapsed was only seven minutes she said, “That was fast. The police got there fast.”
Call 9-1-1 is expected to premiere on The Discovery Channel’s Investigation Discovery channel (previously Discovery Times) in September, with the second episode featuring the LESA call.
April 17, 2008
LESA Appeals To Lateral-Entry Dispatchers With $5K Signing Bonus
Tacoma, Wash. (April 17, 2008) – The Law Enforcement Support Agency (LESA) unveiled a new hiring incentive to stimulate recruitment for lateral-entry dispatchers – those found to be most successful in completing LESA’s rigorous dispatch training program. The enticing hiring incentive includes $5,000 for the new dispatcher, and $5,000 for the LESA employee responsible for recruiting the new dispatcher. Also included in the incentive is a relocation allowance for applicants moving over 100 miles from Pierce County.
The aggressive move, approved by the LESA Executive Board yesterday, is in response to the agency’s urgent need for qualified applicants and the need for an immediate increase in qualified staff. The incentive was created after evaluating prior successful applicants and incorporating best practices from other Public Safety Answering Points’ (PSAPs) recruiting, hiring and training programs.
LESA’s dispatcher training program lasts approximately 29 weeks. LESA’s dispatchers enjoy all of the excitement of police work, with none of the danger. LESA’s data reveals that applicants with prior law enforcement dispatch experience had the highest success rate. In addition to the hiring incentive, LESA offers the highest pay in Washington state and comprehensive, unmatched benefits.
The hiring incentive is expected to last through 2008 and applies only to lateral dispatcher applications received by 4 p.m. on December 31, 2008.
February 4, 2008
The Law Enforcement Support Agency (LESA) Launches New Website
Tacoma, Wash. (February 4, 2008) – The Law Enforcement Support Agency (LESA) launched a redesigned and improved website, www.lesa.net, to provide up-to-date information about the emergency and public services provided by Pierce County’s largest regional provider of 9-1-1, police dispatch, records management and law enforcement information technology. From the site, users can access employment applications; forms for Concealed Pistol Licenses, public records requests and more; public counter hours and directions; links to LESA’s law enforcement partners, as well as outside services; and even tips for calling 9-1-1.
The website launch is in conjunction with an aggressive promotion, marketing and recruiting advertising campaign that includes a series of radio commercials, streaming Internet commercials, Internet banner advertising, other advertising, and job fair appearances to address LESA’s growing need for qualified applicants, particularly Dispatchers and Communications Officers – of which there are 14 new positions available. To compete for dedicated employees in an aggressive job market, LESA’s dispatchers are the highest paid in Washington state, with excellent benefits – including G.I. Bill benefits. Now, LESA’s website provides job-seekers and community members a place to find comprehensive, useful information about the valuable services and opportunities available.
The website features photos of LESA employees and was composed with employee contributions and design input. It also touts LESA’s new logo – also designed and chosen by employees.
“LESA’s new website is a professional reflection of what our agency represents,” LESA Director Tom Orr said. “It serves as a valuable resource for the community, as well as a source of pride for our employees.”
January 2, 2008
Former Pierce County Sheriff’s Department Chief Hired as LESA Program Manager
Tacoma, Wash. (January 2, 2008) – The Law Enforcement Support Agency (LESA) announced today the hiring of Mike Carson, former Pierce County Sheriff’s Department Bureau Chief, as the agency’s new Program Manager. Carson will provide planning, management and implementation of LESA’s large-scale programs, including the influential and successful LEADS (Law Enforcement Activity and Data System) Program. The LEADS Program benefits most of Pierce County’s law enforcement agencies through regional, integrated and interoperable technology management. As Program Manager, Carson will establish LEADS’ strategic direction and coordinate with participating law enforcement agencies’ leadership and their objectives. “I am thrilled to be working for the most technically advanced and cutting edge law enforcement support entity in the region,” Carson said. “In just the past couple of years, LESA has developed a reputation as an innovative and responsive partner to most of the county’s police agencies. My goal is to contribute to solutions to some of the many challenges facing the criminal justice community in coming years – especially in helping make limited police resources as effective and efficient as possible.”
Carson brings to LESA almost 30 years of law enforcement experience, 20 years of which were with PCSD where he acquired active experience in the planning and execution of the LEADS vision as PCSD’s LEADS Project Manager. He also created the department’s first Crime Analysis Unit and is credited for introducing GIS (Geographic Information Services) to the department as a tactical, strategic and administrative tool.
“With over 30 years of Pierce County law enforcement, Mike Carson was the perfect choice to manage the technology component of LESA’s Vision ONE – LESA’s strategic plan to maintain its preeminent national status as a leader in law enforcement technology and support services,” LESA Director Tom Orr said. “LESA, its participating agencies and the citizens of Pierce County are truly fortunate to have such a dedicated and outstanding professional with the perfect blend of expertise and management capabilities.”
Carson, a long-time Pierce County resident, is also an active community member. He is currently serving on the Thun Field Advisory Commission, is the former director of the South Hill Community Council, and is a former member of the South Hill Advisory Commission.
October 1, 2007
PSAP Assessment Study to be Presented to LESA Executive Board in October 2007
Tacoma, Wash. (October 1, 2007) – Beginning in June 2007, a nationally-recognized consulting firm, 9-1-1 SME Consulting, began an exhaustive review and assessment of all aspects of LESA’s 911 and dispatch operations. The goal of the study is to measure LESA’s performance and capabilities against national standards established by the National Emergency Number Association. The study will include a complete review of staffing levels, technology, policy and trunk line capability. The study is the first step to LESA’s efforts to obtain national accreditation through CALEA.
UPDATE:
As a result of the study, LESA has been authorized to hire seven new dispatchers and two communications officers in 2008!
September 6, 2007
Dispatcher Tina McMillan Granted Professional Designation of Registered Public-Safety Leader
Tacoma, Wash. (September 6, 2007) – The Law Enforcement Support Agency (LESA) announced today that Dispatcher Tina McMillan was one of the first to be granted the professional designation of Registered Public-Safety Leader (RPL) at the Association of Public-Safety Communications Officials (APCO) International’s 73rd Annual Conference and Exposition in Baltimore, Md. Dispatcher McMillan received a certificate of acceptance into the APCO Institute Registry of Public-Safety Leaders, a formal and prestigious acknowledgment of excellence within the public safety communications industry.
Dispatcher McMillan has been with LESA since 1991 and has been a key contributor to LESA’s training program and dispatcher cross-training program, and is known throughout the industry for her training expertise. She has instructed at both the APCO International Conference in 2006 and the APCO Western Regional Conference in 2007. Additionally, Dispatcher McMillan was honored as the APCO Washington state chapter’s 2005 Telecommunicator of the Year for Superior Sustained Performance.
APCO Institute’s Leadership Certificate Program is a comprehensive 12-month online program that leads to the professional designation of Registered-Public Safety Leader (RPL). This program provides aspiring leaders within public safety communications the knowledge and skill sets to achieve excellence.
“The future of public safety and APCO International will be greatly influenced by those who have made a commitment to its leadership,” APCO International President Willis Carter said. “APCO stands behind these dedicated individuals who will make their mark in the industry.”
Tacoma, Wash. (June 26, 2007) – LESA is currently seeking a risk assessment of its existing facilities and an assessment of the need for and requirements of a facility that would consolidate its present three facilities into a modern and efficient single facility.
UPDATE:
The contract has been awarded to the team of Hewitt and Leach Mounce – two firms experienced in building major 9-1-1 communication facilities and police operations centers around the country. The team will review three potential sites for locating LESA and design a facility that addresses all of LESA’s needs. As part of their study, they will be surveying personnel at all levels of LESA to determine our facility needs.
