Answering the call of duty
Photos by Evan Krape April 15, 2024
UDPD’s Communication Center is on the receiving end when someone dials 911
“Dial 911 in case of an emergency.”
It’s an important life lesson parents everywhere teach their children from a young age. And at the University of Delaware, a team of public safety communication specialists field those emergency calls in moments of need.
The UD Police Department’s 911 Communication Center is on the receiving end when someone dials 911 on or in the immediate proximity of UD’s Newark campus. And as for the dozens of blue light phones on campus? Those emergency calls are directed to UD Police’s Comm Center, too.
“I’ve been with the department for almost 25 years and I’ve spoken with many new students and their families,” said Lieutenant Pete Lenhoff, the department’s auxiliary operations commander who oversees its Communication Center. “They are genuinely impressed with the services our department provides, which includes our Communication Center. We are here to keep the University of Delaware as safe as possible.”
Like UDPD, the department’s Communication Center is staffed 24 hours a day, seven days a week, for 365 days each year. The second week of April is National Public Safety Telecommunicators Week, which is set aside to express thanks and appreciation each year for public safety telecommunications personnel across the nation.
Here’s what you need to know about the 911 call center at the University of Delaware.
In rare company
UD Police is one of 12 agencies in Delaware with a 911 call center. And UDPD’s Communication Center is one of only six university law enforcement agencies in the country to be accredited through the Commission on Accreditation for Law Enforcement Agencies (CALEA). This accreditation is a gold standard in public safety communications because it considers quality assurance measures, training, resource access and more.
In times of need
UD Police’s Communication Center receives calls that require a variety of resources — from fire and police personnel and medical support, to mental health intervention. Getting those services to a caller in a timely manner is one of the center’s most important goals, Lenhoff said.
The Communications Center maintains a standard of dispatching in less than two minutes for all emergency calls received.
Answering the call of duty
In 2023, UDPD’s 911 Communication Center received 30,193 calls. Nearly one-third were emergency 911 calls, and more than 21,000 of them required the dispatch of police, fire, medical or non-emergency services.
Above and beyond
Not only does UD Police’s Communication Center answer emergency calls, it also provides eyes and ears across campus. Its staff is responsible for monitoring life safety alarms, like those that detect fires, gas leaks, power outages and security breaches. They keep tabs on campus security alarms, access control systems and closed circuit TV systems that require response and dispatch to incidents that impact the safety and security of the university community.
“Our dispatchers’ ability to multitask is truly incredible,” Lenhoff said. “They are the face of the department, when you enter our building (at 413 Academy Street). They answer our non-emergency call lines. And when they’re not engaged on emergency calls, they are monitoring cameras, silent alarms, our radio channels dedicated to communication with security officers, police officers and the Lewes Campus.”
Protecting the campus community
At any given time, there are four staffers in UDPD’s Communication Center — each requiring a great deal of training and continuing education courses.
The dispatchers must pass a series of tests, including the nationally established system called CritiCall. Next, they have oral board interviews, written exams and a full background investigation before “an initial 12-week training program,” Lenhoff said, pairing the new UDPD staffer with a certified dispatcher.
“Keeping everyone safe is a good day,” Lenhoff said, “and we try to have as many good days as we can.”
Resources
If you see something, say something. UD Police encourage members of the University community to report any suspicious behavior.
Call 911 if you observe a crime in progress.
Contact UDPD at 302-831-2222.
Make a report through the LiveSafe mobile app.
Dial UDPD’s dispatchers through blue light phones on campus.
Visit the department at 413 Academy Street.
Contact Us
Have a UDaily story idea?
Contact us at ocm@udel.edu
Members of the press
Contact us at 302-831-NEWS or visit the Media Relations website
ADVERTISEMENT
Resources
Office of Communications & Marketing 105 E. Main St. Newark, DE 19716 ocm@udel.edu Phone: 302-831-2792