AT&T is experiencing a network service outage affecting the ability to deliver AT&T wireless 9-1-1 calls in our area. AT&T is working to isolate and resolve the issue.

AT&T cell phone users may experience interruptions, degradation, or the inability to connect when calling 9-1-1. In Genesee County, if you have an emergency and cannot get through on 9-1-1, please call (585) 343-5000.

Sheriff William A. Sheron, Jr. announced that the Genesee County Emergency Services Dispatch Center (GCESDC) has implemented a new program called ASAP to PSAP.  ASAP stands for Automated Secure Alarm Protocol, and PSAP is Public Safety Answering Point, aka: the Genesee County Emergency Services Dispatch Center. 

Alarm monitoring companies can now send notifications electronically to the GCESDC, and that data will automatically be populated into the Computer-Aided Dispatch (CAD) software.  This will eliminate the need for dispatchers to manually enter the information into CAD, which will expedite first responder response times by increasing data accuracy and eliminating miscommunications and the need for unnecessary phone calls between alarm companies and dispatchers.

Traditionally, alarm companies have had to contact the GCESDC by calling the non-emergency phone line to report a burglary, robbery, fire or medical alarm and dispatchers would then have to manually enter the information into the CAD software, which would routinely take 90 - 120 seconds to process.  Now, with ASAP to PSAP, that time will be reduced to approximately 5 seconds. 

The GCESDC is the 6th PSAP in the State of New York and the 123rd PSAP in the United States to implement ASAP.  The GCESDC went live on Monday, March 6, 2023, with several alarm companies, including Vector Security, Rapid Response Monitoring, Johnson Controls (Tyco), Stanley Security, Securitas, Protection One, Security Central, Affiliated Monitoring, Doyle, Guardian Protection, Brinks, Amherst Alarm, United Central Control, Vivint and ADT. 

The Automated Secure Alarm Protocol (ASAP) was launched in 2011 as a public-private partnership including the following agencies:

• Association of Public-Safety Communications Officials (APCO)
• The Monitoring Association (TMA)
• American National Standards Institute (ANSI) - cooperatively developed protocols used for ASAP.
• International Justice and Public Safety Network (NLETS) – critical life safety signals network.

Replacing a video wall at Genesee County’s Emergency Services Dispatch Center could cost upwards of “a quarter-million dollars,” Frank Riccobono says.

Or, there’s the other option of getting rid of the wall altogether and not spending a dime.

County legislators are leaning towards option B.

Riccobono, director of Emergency Communications, reviewed the issue of the video wall — a relic once used at the dispatch center and is now outdated and therefore of no value to emergency services. The wall had been evaluated for its future, if any, use and expense as the dispatch center is being updated.

Sheriff William Sheron, Riccobono and the IT director determined that the existing video wall should be removed and disposed of. The department has an agreement with Activu, located at 301 Round Hill Drive, Rockaway, NJ, to do the work at no charge to the county.

The county attorney reviewed the agreement and recommended that the county enter into the agreement, and the Ways & Means Committee also agreed to the same at a prior meeting.

Human Services members concurred that it is the best course of action, and voted to move it on for a full Legislature vote.

A video wall projects various data onto screens attached to highly visible walls throughout the center. They come in especially handy during events such as what the county just experienced this past Christmas, Riccobono said.

“Thankfully, we don’t get the events all the time, but we do need these (video walls) when they do happen,” he said. “Typically, the calls we get in a week, we took in two days.”

He said that out of thousands of calls the dispatch center took during Winter Storm Elliott,  less than 30 calls were lost when people hung up. Otherwise, dispatchers were able to trace their numbers and track them down.

“I’ve never seen as many people panicked,” Riccobono said. “People were in fear for their lives. Many were woefully unprepared.”

File photo of a county dispatch center video wall, by Howard Owens.

When it comes to recalling scenarios of being a dispatcher, Frank Riccobono came up with one immediately: he was on the phone with the mom of a young girl whose heart had stopped.

He talked the distressed mother through a procedure of moving her daughter to the floor and performing heart compressions and mouth-to-mouth resuscitation. It was a nerve-wracking few minutes before the mom cried out. Her daughter was revived.

“The mother was very thankful,” Riccobono said. “I can’t describe the feeling of having that happen, knowing I gave them that.”

While scenes like that are often depicted in TV shows, complete with melodramatic music in the background, they are part of the life of a dispatcher — something that Genesee County Sheriff William Sheron refers to as more than a job, but as a career. And a highly respected and under-credited one at that.

He and Riccobono, a former longtime dispatcher for the city of Batavia and Genesee County and current director of the county’s emergency communications, are hoping to pique the interest of candidates for three full-time dispatcher positions.

The pay has been increased ($22.55 to $28.81 per hour), two part-time positions were merged into a third full-time position to offer benefits and regular hours, the civil service exam fee has been waived, and the exam date has been extended to Jan. 25, all in an effort to get more people to apply.

So why aren’t they?
It’s a phenomenon that’s been occurring over the last couple of years, Sheron said. It’s not exactly novel, as many employers are bemoaning the same complaint as they continuously search for qualified candidates to fill a variety of jobs. And job duties for dispatchers include a certain level of stress, multi-tasking, knowledge, quick-thinking, and decision-making skills, he said. Plus, it’s emergency services, which signals a 24/7, 365 days a year operation of nights, weekends and holidays.

So why should they?

There were hundreds of stranded motorists buried in snow, and dispatchers were their only course of survival, as a link to responders out on the roads searching for them.

“We were able to direct emergency responders to their location,” Riccobono said. “That’s the most rewarding, just knowing I gave them the best chance of survival.”

Not that dispatchers are always in crisis mode. They also get the more mundane calls, such as reports of a minor traffic accident or a missing dog. But with each call, there’s an opportunity to make a difference, Riccobono said. He remembered when he began with the Batavia Police Department.

“My first week, there was a bank robbery, a high-speed pursuit and a SIDS death,” he said. “And I thought, ‘what did I get myself into?’ I’ve had people die on the phone. The good days outweigh the bad days.”

They’re unsung heroes.

That’s how Sheron describes dispatchers, those employees working behind the scenes taking calls from individuals and connecting them to the various multitudes of emergency service providers throughout Genesee County to get them the help they need.

He gives credit to all emergency service responders, for sure, with differences being those that are on scene and those behind the scenes. When asked who makes for a good dispatcher, Sheron was stymied by a foolproof description. There have been candidates that were perfect on paper, but then when put to the test, they didn’t follow through as their qualities promised. And then those that seemed to be too quiet and unassuming for the position nailed it, he said.

“Sometimes it takes a little longer, and you become comfortable after you’ve been through situations,” he said. “They orchestrate everything that goes on. It’s a very rewarding career, steady employment. They’re the unsung heroes.”

For more information about applying for a dispatcher position, see the related press release.

Top file photo of the Emergency Dispatch Center on Park Road in Batavia, by Howard Owens; and county photos of Frank Riccobono, and William Sheron, above.

Hourly salary is from $22.55 to $28.81, and there will be a probationary period of eight to 52 weeks based on performance of duties. Candidates must be legal residents of Genesee, Erie, Livingston, Monroe, Niagara, Orleans or Wyoming County at the time of examination and for at least two months prior to the date of the examination, which is Feb. 25.

It takes about three months from the time of the test for the results to come in, and the top three scores are selected for hire and paid training of 16 weeks before beginning their duties independently on the dispatch floor at the Park Road facility in Batavia. 

Typical work activities include:

• Maintaining a continuous log of all telephone and radio calls sent out or received;
• Recording all fire and emergency equipment in the county, and logging equipment out of service;
• Operating telephone communications equipment and input of data into computer-aided dispatch systems utilizing a typewriter-style computer terminal keyboard;
• Utilizing computerized data-bases (including NYSPIN system) to access and record data and information;
• Acting as a secondary radio dispatcher for other agencies;
• Receiving and answering radio calls for various agencies and transferring calls to appropriate personnel;
• Receiving and relaying intra-county mutual aid calls;
• Receiving and recording in log, location of fire alarms and emergency calls;
• Performing filing, typing, and other clerical duties as needed; and
• Giving instructions to callers and providing emergency medical instruction to callers using standard accepted medical guidelines.

Press Release:

“The timing of this exam could not be better,” stated Genesee County Sheriff William A. Sheron, Jr. “We have all heard about the heroic actions and importance of first responders during the historic Blizzard of 2022. The Genesee County Emergency Services Dispatch Center handled 3,216 calls and 953 distinct calls for service over a two-day span! This was one of the busiest emergency events in the history of Genesee County. Our Emergency Services Dispatchers played a crucial role in meeting the tremendous demands presented throughout the blizzard that undoubtedly saved the lives of numerous individuals.”

Currently, there are three full-time Emergency Services Dispatcher vacancies that the department is looking to fill. In order to be considered for this position, applicants must take the civil service exam, which is only given approximately every two years.

"I highly encourage anyone that has an interest in being an E911 first responder to sign up to take the exam," Sheron said. "An Emergency Services Dispatcher is an extremely rewarding first responder career." 

To read related coverage, click on Seeking a few unsung heroes

If you have any questions about this position, please feel free to contact Frank Riccobono, Director of
Emergency Communications, at 585-345-3000, Ext. 3429. Please click on the recruitment video link
which will provide a glimpse into what this career involves. We look forward to welcoming you to our family.

The deadline to apply to take the open competitive Genesee County civil service exam is Jan. 25. To get an application, stop in or send a stamped, self-addressed  envelope to Genesee County Human Resources, County Building I, 15 Main St., Batavia, NY, 14020, call 344-2550, Ext. 2221 or go HERE. 

To watch a dispatcher in action, click this recruiting video.

Sheriff William A. Sheron, Jr. announces the promotion of Francis A. Riccobono to Director of Emergency Communications of the Genesee County Emergency Services Dispatch Center. Director Riccobono assumed his new duties on October 29, 2022.

Director Riccobono has over 31 years of experience in Genesee County emergency dispatching services, having begun his dispatching career with the City of Batavia Police Department in 1991, and transitioning to the Genesee County consolidated dispatch center in 2008. In 2019, he was appointed Assistant Director of Emergency Communications/Operations. During his tenure, he has been awarded two Commendations.

“Director Riccobono’s vast amount of emergency services experience is a very valuable asset to Genesee County,” stated Sheriff Sheron.

In an email to The Batavian, Sheron confirmed Sharpe's resignation but did not address a question about why he resigned.

"Search for his replacement will begin shortly," Sheron said. "There will be no interruption to dispatch services."

The Batavian did not attempt to contact Sharpe until after hours.  This post will be updated with any response we receive.

Sharpe was instrumental in migrating the Emergency Dispatch Center to the Phase II P-25 TDMA system radio system installed by Harris RF in 2013.

In 2016, Sharpe, an Air Force veteran, was named PSAP (Public Safety Access Point) Finest Director of the Year award. The award was sponsored by emergency communications company NICE.

Press release:

In 1991, a formal Congressional resolution acknowledged the vital role that telecommunicators play in emergency situations by proclaiming the second week in April as a week of annual recognition in their honor.  National Public Safety Telecommunicators’ Week is a time to thank these men and women who have dedicated their lives to serving the public.  Last year, Governor Hochul signed a bill designating “first responder” status to all 911 operators and dispatchers across New York State, recognizing that they are the first responders of first responders.

Genesee County Sheriff William A. Sheron, Jr., along with the Genesee County Legislature and all emergency first responders, recognize these public safety professionals for their continued dedication, professionalism, and commitment to public service.  The Genesee County Legislature will be issuing a proclamation at its Wednesday night meeting recognizing April 10 – 16, 2022, as National Public Safety Telecommunicators’ Week.  The lights on the Old County Courthouse cupola will be changed to red, white and blue to acknowledge this week. 

Emergency Services 9-1-1 Dispatchers are there 24/7, 365 days a year for police, fire and emergency medical personnel and the public in time of need.  Many people do not think about these seemingly nameless, faceless individuals until they experience actual emergencies themselves.  In many instances, Dispatchers make the difference between life and death.  Typically, over 80,000 events are dispatched yearly, a daily average of 219, and over 100,000 telephone calls are handled, which is an average of 273 calls per day.  The Genesee County Emergency Dispatch Center (Public Safety Answering Point-PSAP) is comprised of 25 men and women who dispatch to 5 local police agencies/New York State Police; 19 fire departments/Emergency Management Service; 3 ambulance services; as well as 41 other local, county, regional, state, and federal agencies.

“Everyday citizens depend on the skill, expertise and commitment of the 9-1-1 Dispatchers.  They are the first to take that phone call; the first to provide basic life support in a medical emergency; and also the first to dispatch needed fire, police or EMS responders for the call.  They are to be recognized and commended during this very special week.  I would like to personally extend my sincere appreciation for their hard work and dedication.  They are truly unsung heroes in our community,” stated Sheriff Sheron.                                         

Although word of a $700,033 award from the Statewide Interoperable Communications Grant program came much later than expected, news that the funds have been released will allow Genesee County to receive reimbursement of expenses connected to a major communications tower project in the Town of Attica.

“The … award was anticipated as part of our 2021 Communications operational budget and our Molasses Hill Public Safety Communications Tower Capital Improvement Project,” said Steven Sharpe, director of Emergency Communications for the Genesee County Sheriff’s Office. “We received the award letter from the State of New York (on Thursday), and we plan to present a resolution to the (Genesee County) Legislature to accept the grant.”

Sharpe, responding via email from The Batavian, said the performance period of the grant began on January 1^st of this year.

In March, prior to the release of the funds, he requested a reallocation of $301,833.67 in unexpended money and unanticipated revenue from the county in the form of a resolution – which eventually was passed – to advance the public safety capital project that included the building of a communications tower on Molasses Hill Road (located just over the Wyoming County line).

Sharpe said the county has “current eligible expenditures that we will seek immediate reimbursement upon approval of the grant contract with the State.”

“The expenditures included tower heating, ventilation and air conditioning repairs; microwave line dehydrator replacements; microwave ​power plant replacements; tower lease payments; tower utilities; public safety radio system maintenance, and costs associated with the new tower.”

The grant was authorized as part of the 2019-20 fiscal year state budget, Sharpe said, and “brings (the county) up to date on existing costs.”

He said he will work with the state to expedite funding for 2022, using the 2020-21 fiscal year SICG – Formula authorization.

The three other GLOW counties received funding from this grant as well, with Livingston getting $612,806; Orleans $526,529 and Wyoming $422,761. All told, the state released $45 million in SICG grants during this cycle.

According to a press release from the state:

This funding will enable local governments to expand their ability to communicate, exchange valuable data, and streamline information to enhance collaboration and assist first responders.

The SICG, which is administered by the Division of Homeland Security and Emergency Services, has awarded $472 million to municipalities over nine rounds since December 2011. The grant is formula based and funded by cellular surcharge revenue.

The program has allowed counties to make vital improvements in the way first responders can communicate between each other and different regions of the state using land mobile radio systems.

Submitted photos: Views of the Molasses Hill Tower.

Previously: Reallocation of funds moves Genesee's public safety communications tower project forward

The landline 9-1-1 service degradation impacting service areas in Le Roy, Bergen and Pavilion has been resolved.

If anyone experiences issues dialing 9-1-1 from the affected areas, please contact the Director of Emergency Communications Steven C. Sharpe at (585) 345-3000, ext. 3400.