Whatcom Communications and Public Safety Administrative Board

The Whatcom Communications and Public Safety Administrative Board met to review operational challenges and progress on the new dispatch facility. Acting Director Justin Rasmussen presented a comprehensive year-in-review highlighting significant staffing improvements and ongoing initiatives to reduce non-emergency call volume. The agency currently has 5 public safety telecommunicator openings out of 31 fully staffed positions, down from 10 openings a year ago, representing meaningful progress in addressing chronic understaffing issues. A major focus of the meeting centered on addressing the unsustainable call volume burden on dispatchers, with 268,000 total phone calls annually — including 127,842 911 calls and 140,007 non-emergency calls. Board members engaged in extensive discussion about innovative solutions, including potential automation, community education campaigns, and restructuring how after-hours calls are handled across partner agencies. Research from the University of Washington was cited showing that excessive call volume, more than critical incidents, is the primary driver of dispatcher burnout and mental health challenges. The board received updates on two significant technology initiatives. Fire Chief Dan McDermott reported on the successful 2024 launch of a new station alerting system that improves firefighter health by replacing jarring audible alerts with gradual notifications, while simultaneously reducing response times and improving dispatcher workflow through automation. Communications Manager Bill Haynes addressed recent radio interference issues affecting Bellingham's frequencies, explaining that such interference is common but generally doesn't impair emergency communications due to signal capture effects. The highlight of the meeting was the architect presentation on the new $12 million, 8,000-square-foot dispatch facility. Adam Hutschreider provided detailed renderings and floor plans showing a secure, technologically advanced building designed with employee wellness in mind. The facility will incorporate natural materials inspired by the Pacific Northwest coastal and mountain environments, with construction expected to begin in late 2025 and complete by October 2026. The presentation emphasized redundant systems for continuous operation and included features like employee gardens, a gym, and respite rooms to support staff health and morale.

**Meeting Minutes Approval:** Unanimously approved minutes from September 2024 meeting. **Staffing Progress Report:** Acknowledged reduction in telecommunications openings from 10 to 5 positions, with 2 conditional job offers pending. **New Facility Timeline:** Confirmed $12 million dispatch center project on schedule for permit submission in February 2025, construction documents completion in summer 2025, and October 2026 completion date. **Call Volume Initiative:** Approved development of coordinated messaging campaign across partner agencies to reduce inappropriate use of 911 services for non-emergency needs. **Training Program Enhancement:** Endorsed implementation of mandatory "sit-along" experiences as part of hiring process to improve candidate retention and job understanding. **24/7 Radio Operations:** Ratified expansion of third radio position (Colcom Channel) to 24/7 operations beginning January 1, 2025, in preparation for anticipated sheriff's office radio system changes. **Station Alerting System:** Recognized successful 2024 launch of automated firefighter notification system improving health outcomes and response times.

**Justin Rasmussen, on community resilience:** "It seems like I hate to use it because everybody uses it as a marker, but it kind of does seem like Covid was an inflection point for the community where some resilience, as the community was lost in some resourcefulness, was lost." **Rasmussen, on call volume impact:** "There's some very interesting research that just came out of University of Washington, specifically looking at public safety telecommunicators, and what causes their burnout and what causes their anxiety and stressors and above critical incident calls was just overall volume, too much volume, talking to too many people about too many things." **Chief Van Derby, on service costs:** "I appreciate stellar service. But our citizens are paying a lot for this stellar services, and I don't think they know it. And it puts strain on all of our budgets." **Dan McDermott, on station alerting success:** "I don't think I can overstate the improvement to health, safety, work efficiency, and work capacity that this program has provided us, and how successful it has been. I don't think in my career I've seen a single program that's responsible for such a dramatic move forward." **Rasmussen, on facility morale:** "The excitement around the new facility is, I think, I wrote, it's truly palpable in the building, being able to actually see a new facility." **McDermott, on Tracy Lester's retirement:** "So I would like to say that there are people out there that have been able to attend weddings, graduations, ball games, and anniversaries because of the service that Tracy's provided to our community."