NY B9 NYPD Fdr- 7-23-02 Draft Summary Report- McKinsey- NYPD Call-Routing and Message Dispatch (Re WTC Collapse on 9-11)425

8/14/2019 NY B9 NYPD Fdr- 7-23-02 Draft Summary Report- McKinsey- NYPD Call-Routing and Message Dispatch (Re WTC Collapse on 9-11)425

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DRAFT

McKinsey&Company

NYPD call-routing and messagedispatch

Draft summary reportJuly 23, 2002


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>106 TH FLOOR IS COLLAPSING" MESSAGE GENERATION AND-MO 1

Time0937

0938

0 9 4 2

0943

0947

0 9 5 2

0952

wr\IWIN v^nr\wiNwi-wo\j\\ \


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BROADCAST OF SPECIFIC WARNINGS ON KEY NYPD RADIOFREQUENCIES ON 9/11

911 calls*

Aviation

x Not broadcast/ Broadcast

FrequencyMessage Time Citywide 1 SOD Zone 1

"106th floor of WTC2 has collapsed or is collapsing 09:42on authority of female on 106th floor""106th floor of WTC2 is crumbling" 09:52

"About 15 floors from the top, WTC1 is totally 10:07glowing red - it's inevitable. Everybody evacuatethe area of battery park city."

"I don't think this has too much longer to go - 1 10:15would evacuate all people within area of 2ndbu i l d i ng "

"Advise all emergency personnel: the fire in WTC1 10:17is spreading downwards"

"WTC1 is continuing to burn but only from the top 10:2120 floors. IfWTC1does collapse, it won't be of themagnitude of WTC2"

"WTC1 is buckling and leaning to the south west. 10:22Everyone should remove 3 blocks from the area"

"If WTC1 collapses to the west it will fall on top of 10:27Stuyvesant High School"

x X

X

X

Relayed at10:24X

* Note: both messages generated from same 911 callSource: NYPD recordings of radio transmissions and 911 calls; Sprint logs


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NYPD 911 CALL-ROUTING AND MESSAGE DISPATCH PROCESS

Generation Routing Dispatch Response Reporting

Descr ip t ion

PersonnelKey activities

Caller dials 911 toreport incidentCall routed to NYPD911 call center(Metrotek)91 1 caller

911 call made vialandline, cell phone,cellular callbox, orERS boxIf landl ine used,location of caller'sphone displayedwith cal l . Cellphone cal l displayscarrier informationonly. Boxes displaybox numbers

911-call taker atMetrotek rece ives callCall information routedto appropriate agencydispatcher911 call-taker

Call routed to Metrotek >via two telephonyswitches in Manhattanand BrooklynCall allocated to firstavailable call-takerCall-taker verifies callerlocation an d incidentdetailsCall-taker records call inform of text-entry Sprintlog and assigns 10-letteridentification (ID) codeSprint log routedautomatically toappropriate agencydispatcher based on IDcodeIn some instances, 911caller connected directlywith agency dispatcher

Call informationrelayed by agencydispatcher via radio tofield units

Agency dispatcher;dispatch supervisorAgency dispatcherreceives details of 911 callvia Sprint log and/or voicecal l from 911 cal l-takerDispatcher assignsresponsibil ity for incidentresponse to field unitsbased on proximity andavailabil ity. In case ofNYPD, computernominates closestavailable unit in precinctDispatcher contactsresponding units via radioand relays cal l informationIn some instances,dispatch supervisorforwards Sprint log toother zone dispatchersVery occasionally,dispatchers from on eagency will pass cal linformation on todispatchers from anotheragency via telephone

Call information isreceived by f ield unitsUnits respond toincident acco rdingly

Responding fieldunitsField units receivemessage fromdispatcher ov er radioUnits respond toincident as requiredUnits report addit ionalinformation fromincident scen e orrequest support viaradioDispatcher makesadditions to Sprint logand rebroadcas tsinformation asnecessary

O n complet ion of j ob ,responding f ie ld unitsreport back tod ispatcher

Responding f ieldunitsWhen job iscomplete, field unitsreport disposi t ion todispatcher vi a radioDispatcher updatesSprint log and c losesentry

Source: NYPD interviews

Documents

NY B9 NYPD Fdr- 7-23-02 Draft Summary Report- McKinsey- NYPD Call-Routing and Message Dispatch (Re WTC Collapse on 9-11)425