The Sheriff's Operations Center supports all divisions of the Sheriff's Office and operates one of the largest law enforcement/medical/fire dispatch 911 centers in Michigan. The Sheriff’s Operations Center provides all emergency and non-emergency call taking and dispatching for the Oakland County Sheriff’s Office, seven local law enforcement agencies, and eighteen local fire/EMS agencies. Call taking and dispatching is also provided for Oakland County Animal Control after regular business hours.
The Centers is comprised of a Chief of Communications, a QA Supervisor Medical/Fire, a QA Supervisor Law Enforcement, five Sergeants, five Dispatch Shift Leaders, fifty eight Dispatch Specialists, two Warrant Clerks, and one Office Assistant. Every Dispatch Specialist is fully trained and certified in Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD).
The Oakland County Sheriff’s Office Operations Center serves as the "default call center" for the entire County. What this means is that any emergency calls made in Oakland County that the phone company is unsure which dispatch center to route the calls to are routed to the Oakland County Sheriff’s Operations Center. Upon receiving these calls, the staff determines the location of the emergency and transfers the call to the appropriate law enforcement or fire agency. This process has proven to be an efficient and seamless solution for routing these 911 emergencies.
The Sheriff’s Operation center is equipped to provide assistance to other area 911 centers if a center is unable to operate due to a situation, such as phone outages, etc. During those emergencies, the Sheriff’s Office center is designed to accept re-routed 911 calls from those affected areas.
The Operations Center is able to communicate with any law enforcement officer, firefighter, EMT in Oakland County, as well as any other Oakland County dispatch center. These first responders also have the ability to communicate with each other and coordinate their responses using one of the nation’s most advanced inter-operable radio networks. The Operations Center has two Michigan Public Safety Communications System (MPSCS), state radio consoles to provide regional interoperable communications for the metro-Detroit area and southeast Michigan. The Next Generation ready Positron VIPER 9-1-1 System was integrated into the Sheriff’s 9-1-1 center and has improved call routing, call handling, and is now providing statistical data identifying trends in peak call volumes to assist in the scheduling of personnel.
In 2015 Sheriff Michael Bouchard brought Text-to-911 services to Oakland County. The Sheriff’s Operations Center receives all Text-to-911 calls for the entire county. Dispatch Specialists are able to receive text messages that are sent to 911 and communicate back and forth with the sender. In 2015 the Sheriff’s Operations Center handled 1015 texting sessions.
In 2015, the Sheriff’s Operations Center managed 519,277 telephone calls. 911 cellular calls now constitute 84.8% of the total 911 calls received. The entire Operations Center remains committed to providing the best service possible.