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Tag: emergency services

  • More than 20 dead in Russian attack on Ukrainian village, Zelensky says

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    At least 21 have been killed in a Russian air strike on a village in eastern Ukraine, say local Ukrainian officials.

    The victims were ordinary people collecting their pensions in the Donetsk settlement of Yarova, said President Volodymr Zelensky. Donetsk regional leader Vadym Filkashkin said emergency services were at the scene, and that as many people were wounded as killed.

    Yarova is to the north of Sloviansk, one of the big cities in the region, and not far from the front line as Russian forces advance slowly in the east.

    If confirmed, the death toll would be among the heaviest attacks on Ukrainian civilians in recent weeks, 42 months into Russia’s full-scale invasion.

    Donetsk’s regional leader shared an image of the attack’s aftermath, parts of which are too graphic to show [Vadym Filashkin/Telegram]

    At least 23 people were killed in overnight air strikes on Ukraine’s capital Kyiv at the end of August.

    At the weekend Russia launched its biggest air assault of the war on Kyiv so far, hitting the main government building in the capital, in what Zelensky said was a “ruthless” attack aimed at prolonging the war.

    Posting graphic footage of the attack on Yarova online, Zelensky said there were “no words” to describe the latest Russian strikes. There was no immediate response from Russia’s military.

    Vadym Filashkin said the attack took place at 12:30 on Tuesday as pensions were being handed out.

    Yarova sites on a key railway line in Donetsk, between Lyman and Izium. It is also only 6km (3.6 miles) away from the next village of Novoselivka, where Russian forces are closing in on the outskirts.

    Ukraine’s state emergency service said another three people had died in earlier Russian shelling of settlements in Donetsk.

    “The world must not remain silent,” Zelensky said, calling for a response from both the US, Europe and the G20 group of nations.

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  • Fairfax Co. pilots AI for nonemergency 911 calls – WTOP News

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    Fairfax County, Virginia, is testing the use of artificial intelligence to triage nonemergency 911 calls, with the hope of getting residents and visitors experiencing an urgent situation help faster.

    Fairfax County, Virginia, is testing the use of artificial intelligence to triage nonemergency 911 calls, with the hope of getting residents and visitors experiencing an urgent situation through to a call taker faster.

    The county recently activated the AI technology for about two hours, and it handled almost 150 calls, according to Dru Clarke, assistant director of operations with Fairfax County 911.

    In the first phase of the plan, the AI helps filter and handle nonemergency calls that don’t have the need for a dispatch. As part of a second phase, planned for later this year, the technology will help with calls that do require a nonemergency dispatch.

    The county’s 911 call center handles over a million calls each year, Clarke said, and 60% of those calls are for nonemergencies.

    “The same 911 professional that’s handling the 911 calls are handling the nonemergency calls as well, and so if they’re tied up on a nonemergency call, that means that the 911 line could possibly be holding, which we never want,” Clarke said.

    During the recent trial, the AI understood English and Spanish. It connected callers to necessary county agencies, and the county said some people got a text message to report an issue online. In the second phase, the AI will understand and respond to the top five spoken languages in the county, Clarke said.

    The technology can handle calls for things such as locating a towed car or getting a police report from an incident that happened a few days prior. In some cases, callers didn’t realize they were speaking to AI, Clarke said.

    “The nonemergency line is like a potpourri of everything Google related,” Clarke said.

    When the call volume for emergencies spikes, Clarke said nonemergency callers could sometimes be on hold for three to 10 minutes, and “that is frustrating for our community members. That was really the catalyst to implement this program.”

    At any point, Clarke said callers can ask the technology to be connected to a real person, and it will add the call to the queue.

    “There will be zero downtime on the 911 call line if this agent can handle all of the nonemergency calls, and that really is improving the safety and security of Fairfax County residents and visitors,” Clarke said.

    Phase two, which Clarke said is scheduled for later this year, will involve the technology handling calls that involve a dispatch. That can be graffiti on the side of the road or a tree down, “something that requires a public safety response but not a 911 response,” Clarke said.

    The AI isn’t replacing 911 dispatchers, Clarke said, adding that nearby Arlington uses similar technology.

    “There’s still a human component to dealing with people in crisis, especially on the 911 line,” Clarke said.

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    Scott Gelman

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  • Police/Fire

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    In news taken from the logs of Cape Ann’s police and fire departments:

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  • Search for person continues after boat sinks in Merrimack River

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    NEWBURYPORT — A person is missing after a boat capsized and sank in the Merrimack River on Saturday afternoon, according to area safety officials. 

    About 4 p.m., Newburyport police officers, firefighters and Harbormaster Paul Hogg responded to the Merrimack River to assist the U.S. Coast Guard after receiving reports of a capsized boat. Newburyport Fire Marine Unit 2 also responded. 


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  • 2 men injured during Ipswich horse farm fire

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    IPSWICH — Two men were rescued from the second floor of a structure at Linebrook Farm during a fire on the property early Monday afternoon.

    The farm provides boarding and training for horses, riding lessons and camps at 383 Linebrook Road, where crews from Ipswich, Rowley, Gloucester, Essex and  responded to a fire that broke out after noontime Monday.


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    By Caroline Enos | Staff Writer

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  • Crews rescue 2 men during Ipswich horse farm fire

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    IPSWICH — Firefighters rescued a father and son who were trapped inside of a burning home next to a horse barn on Linebrook Road midday Monday.

    First responders were called to 383 Linebrook Road at 11:51 a.m. to respond to a structure fire on the property, and learned en route that two people were trapped inside by the flames, the Ipswich Fire Department said in a statement.


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    By Caroline Enos | Staff Writer

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  • Police/Fire

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    In news taken from the logs of Cape Ann’s police and fire departments:

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  • Man taken to hospital as fire destroys Gloucester home

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    GLOUCESTER — At least one person was taken to the hospital as a blaze ripped through a home at 62 Woodward Ave. on Saturday afternoon.

    Fire Chief Eric Smith said the Gloucester Fire Department responded to a two-alarm fire at the waterfront property about 2:20 p.m., finding heavy fire and smoke showing from the building.


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  • Gloucester Police/Fire

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    In news taken from the logs of Gloucester’s police and fire departments:

    Monday, June 16


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  • Two-car accident shuts down Route 128

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    MANCHESTER-BY-THE-SEA — A two-car accident on the northbound side of Route 128 in Manchester-by-the-Sea late Wednesday night forced authorities to close a portion of the highway and sent two victims to area medical facilities, both suffering non-life threatening injuries.

    Manchester fire Chief James “Jake” McNeilly said he believed one male passenger and one female passenger sustained injuries in the accident. The accident was reported to Manchester police and fire officials by North Shore Regional 911 at about 10:56 p.m. on Wednesday.


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    By Stephen Hagan | Staff Writer

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  • Man, 54, rescued after fall from boat in Newbury

    Man, 54, rescued after fall from boat in Newbury

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    NEWBURY — A 54-year-old man who fell from a boat was rescued Sunday night at Riverfront Marina.

    The unidentified man was pulled from the water shortly after 6:10 p.m. as the Newbury Police and Fire departments responded to the marina at 292 High Road, according to Deputy Police Chief Aaron Wojtkowski and Fire Chief David Evans.

    Sgt. Jason DaCunha was the first officer to arrive and, along with Officer Manny Terrero, helped hold the man’s head above water until additional emergency personnel responded, the chiefs said in a release. 

    Police used flotation devices to assist the man. His wife tried to rescue him but could not and called 911.

    Fire Department Lt. Keith Grant and firefighter Andrea Ball also assisted with the rescue. The man was taken to Anna Jaques Hospital in Newburyport for a medical evaluation.

    Evans praised first responders from both departments.

    “We are very thankful for the outcome this evening and are glad we have a great working relationship between departments, as well as a great group of emergency personnel,” he said in the release.

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  • Diver reported in distress in Front Beach area dies

    Diver reported in distress in Front Beach area dies

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    ROCKPORT — A diver reported to be in distress Saturday morning in the area of Front Beach died, according to a statement from Town Administrator Mitchell Vieira.

    Rockport’s public safety dispatch received a call around 11:30 a.m. for a potential diver in distress in the area of Front Beach this morning, Vieira said.

    The call came from the partner diver of the individual, he said.

    Rockport’s harbormasters were immediately dispatched as well as the Rockport Police Department.

    “The harbormasters located the individual who was unresponsive and immediately commenced medical care,” Vieira said. “The individual was transported to the hospital by Rockport Ambulance and Beauport Ambulance ALS where it was determined that he was deceased,” 

    The matter is under investigation by State Police Detectives assigned to the Essex County District Attorney’s Office. The town referred further comment on the death to the Essex County District Attorney’s Office.

    The town’s Harvest Fest happened to be taking place downtown at the same time as the large public safety response to the incident.

    Last October, brothers-in-law Alan De Oliveira Leao, 75, of Pepperell, and Richard Brady, 78, of Hampton, New Hampshire, who were experienced divers testing equipment for a diving trip to Venezuela, died after going into distress diving off Front Beach

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    By Ethan Forman | Staff Writer

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  • NEMLEC Police Foundation to host comedy night

    NEMLEC Police Foundation to host comedy night

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    DRACUT — Who is a mystery but two of Boston’s “best” comedians will perform when the Northeastern Massachusetts Law Enforcement Council Foundation Inc. hosts its annual comedy night next month to raise money for training programs for police officers in northeastern Massachusetts.

    The event is scheduled for Friday, Nov. 1, at Four Oaks Country Club, 1 Clubhouse Lane, Dracut. Doors open at 6 p.m. The program includes a cheese and cracker display, cocktail reception, a full buffet-style dinner, dessert and coffee.

    Tickets are $75 per person, or $750 for a table of 10. There are several sponsorship opportunities that range in cost from $250 to $2,000.

    NEMLEC allows member agencies to call in the group to respond to emergencies that smaller departments may not be equipped to handle.

    Proceeds will assist NEMLEC’s training programs, including NEMLEC SWAT/RRT/K-9 training, NEMLEC Motor Unit annual training, NEMLEC STARS training, basic and advanced criminal investigation training, school and business safety summits, and active shooter training.

    The programs are available to officers in the NEMLEC region, which is comprised of 65 law enforcement agencies in Middlesex and Essex counties.

    The money also will be used to support local charities, including Cops for Kids with Cancer, which supports families who are struggling with childhood cancer.

    Those who would like to buy a ticket or table, donate a raffle or auction item, or become a sponsor for the event, should contact Executive Director Sharon Crowley at 978-852-3589 or by email at nemlecfoundation@yahoo.com.

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  • Police/Fire

    Police/Fire

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    In news taken from the logs of Cape Ann’s police and fire departments:

    Gloucester

    Friday, Sept. 27

    11 p.m.: Services were rendered for a report of a disturbance at Ed’s Mini Mart on Washington Street.

    7:43 p.m.: A disturbance reported on Maplewood Avenue could not be located.

    Peace was restored after reported disturbances at the Lone Gull Café on Main Street at 6:01 p.m. and on High Street at 7:09 p.m..

    5:12 p.m.: Services were rendered after a 911 call for report of a female threatened on Nautilus Road.

    3:40 p.m.: Police took a report of drug activity at the Northshore Mall in Peabody.

    3:22 p.m.: Officers responded to a vehicle and bike crash on Prospect and Friend streets.

    2:18 p.m.: Services were rendered for a reported hit-and-run crash on Washington Street.

    1:36 p.m.: A call about a suspicious person on Plum Cove Beach was referred to another agency.

    Crashes with property damage only were reported on Washington Street at 9:37 a.m., in the vicinity of Tony’s Variety on Washington Street at 11:19 a.m., on Washington and Main streets at 12:06 p.m. ,and East Main Street at 12:27 p.m.

    11:58 a.m.: Police responded to a report of an e-bike rider vandalizing a vehicle on Duncan and Rogers streets.

    10:33 a.m.: Trash dumping was reported at the Fitz Henry Lane House on Harbor Loop.

    10:30 a.m.: A disabled vehicle reported prior to Grant Circle on Route 128 northbound could not be found.

    9:32 a.m.: A crash with injuries was reported on Western and Essex avenues.

    9:28 a.m.: Services were rendered for a report of a suspicious vehicle at Jodrey State Fish Pier.

    8:59 a.m.: Services were rendered for a report of harassment at a salon on Eastern Avenue.

    8:36 a.m.: A person in custody was taken to Peabody District Court.

    8:33 a.m.: A disturbance reported on Webster and Sadler streets could not be located.

    12:55 a.m.: Peace was restored after a report of an unwelcome guest at the Beauport Hotel on Commercial Street.

    Thursday, Sept. 26

    8:06 p.m.: A crash with property damage only was reported at the service station in Flannagan Square. Services were rendered and the log refers to charges being sought.

    8:03 p.m.: A motor-vehicle stop at Witham and Eastern Avenue resulted in a citation/warning and charges being sought, according to the log.

    7:54 p.m.: Services were rendered for a disabled vehicle on the A. Piatt Andrew Bridge on Route 128 southbound.

    2:46 p.m.: Services were rendered for a disabled vehicle on the Route 128 Extension between Eastern Avenue and the Blackburn rotary.

    2:35 p.m.: A traffic stop on Allen Street resulted in the arrest of a 21-year-old Gloucester man on charges of driving without a license, a number plate violation, offensive operation of a motor vehicle, and a warrant with a charge of failing to appear in court after being released upon one’s own recognizance.

    2:25 p.m.: Services were rendered for a report of a runaway taken at the station on Main Street.

    1:23 p.m.: Services were rendered for a report of a repossessed vehicle on Ocean Highlands.

    12:50 p.m.: Trash dumping was reported on Washington Street.

    11:55 a.m.: A hypodermic needle was retrieved from South Kilby Street and disposed of safely.

    10:42 a.m.: A summons was served on Maplewood Avenue.

    Rockport

    Sunday, Sept. 29

    Medical emergencies: Ambulance transport was conducted from Main Street at 1:38 a.m., Oak Circle at 7:04 a.m., King Street at 4:38 p.m., and Jerden’s Lane at 6:50 p.m.

    3:30 p.m.: After a burglar alarm was reported at a Main Street address, the building was checked and secured.

    10:18 a.m.: Public Works was notified of a report made about an animal at a Marshall Street address.

    Saturday, Sept. 28

    9:44 p.m.: A complaint about noise at a Granite Street address was lodged.

    8:03 p.m.: An individual was spoken to about a report made about an animal at a Railroad Avenue address.

    6:56 p.m.: After a motor vehicle stop on Main Street, police had the vehicle towed.

    2:10 p.m.: A person was spoken to after a report was made about a neighbor dispute on Main Street.

    12:09 p.m.: After an alarm was reported, the Fire Department was dispatched to a Millbrook Park address.

    6:47 a.m.: A report of suspicious activity at a North Light Lane address was investigated .

    12:06 a.m.: A medical emergency ambulance transport was conducted from a Main Street address.

    Friday, Sept. 27

    4:33 p.m.: A medical emergency ambulance transport was conducted from a Railroad Avenue address.

    Thursday, Sept. 26

    8:58 p.m.: After a fire alarm was reported, the Fire Department was dispatched to a Beach Street address.

    Traffic stops were conduct on Mt. Pleasant Street at 12:27 p.m. and at the intersection of Thatcher Road and Water Tower Road at 5:12 p.m. Both drivers were given a verbal warning.

    10:29 a.m.: An emergency medical ambulance transport was conducted from a Millbrook Park address.

    6:57 a.m.: Public Works was notified of a report made about an animal at a Doyle Cove Road address. 

    Wednesday, Sept. 25

    2:36 p.m.: A medical alarm eported at a Main Street address was later determined to be false.

    11:04 a.m.: A medical emergency ambulance transport was conducted from a Meadow Road address.

    10:47 a.m.: A report was made about alleged larceny/forgery fraud at a Granite Street address.

    Manchester-by-the-Sea

    Sunday, Sept. 29

    Individuals were assisted on Newport Park Road with a lockout at 11:05 a.m. and on Central Street at 5:29 p.m.

    4:12 p.m.: A welfare check was conducted at a Newport Park Road address.

    Lost and found property was reported on Central Street at 1:11 p.m. and at a Pine Street address at 3:27 p.m.

    Traffic stops were conducted on Pine Street at 10 a.m. and at the intersection of Pine Street and Rockwood Heights Road at 10:44 a.m. Both drivers were issued a written warning.

    10:01 a.m.: A report was made about alleged property damage/vandalism at a Proctor Street address.

    Friday, Sept. 27

    Traffic hazards were reported on Route 128 in the southbound lanes near School Street at 1:13 a.m. and in the northbound lanes at 7:40 p.m.

    3:02 p.m.: A erratic operation of a motor vehicle on School Street was reported.

    1:32 p.m.: Suspicious activity was reported at a Lincoln Street address.

    11:26 a.m.: A complaint was made about a Beach Street address.

    10:13 a.m.: A complaint was made about an animal at a Summer Street address.

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  • Student charged with making threat involving Triton-Amesbury football game

    Student charged with making threat involving Triton-Amesbury football game

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    NEWBURY — A student has been charged with making a threat involving the football game Friday night between Triton Regional and Amesbury high schools.

    Newbury police Chief Patty Fisher announced Saturday that the unidentified student was charged following an investigation that involved the Newbury, Amesbury and Salisbury police departments. There were no issues at the game, she said.

    Newbury police were notified by Triton on Wednesday that a student may have made a verbal threat about the upcoming football game, Fisher said in a release. 

    Salisbury police made sure the student did not have access to any weapons and Amesbury police were notified so they could ensure safety at the football game and that the student stayed away from the school, Fisher said.

    “There are currently no credible threats toward public safety at Triton Regional High School or Amesbury High School,” Fisher said in the release Saturday. “Social media rumors can inflate understandable alarm amongst the community.”

    “When there is a valid threat toward public safety, the police and school district will communicate those threats with the public and will work to cancel events we feel are unsafe,” Fisher added.

    The Newbury Police Department uses its social media platforms and CodeRED to communicate with the public, she said. If an issue involves the school district, police work with the administration to communicate through the district broadcast notification system.

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  • Crews douse fire at State Fish Pier processor

    Crews douse fire at State Fish Pier processor

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    No injuries were reported after a fire broke out in equipment inside a large fish processing building at 3 State Fish Pier late Wednesday morning.

    Gloucester fire companies responded to a working fire at 11:05 a.m. in a portion of the expansive industrial complex on the pier with a “Cape Seafoods Gloucester” sign on the exterior. They made quick work of the fire, according to a social media post by Gloucester Firefighters Local 762.

    “Another great stop Group 1,” the post read.

    “Upon arrival we had some thick, black smoke coming out the windows,” Deputy Chief Andrew McRobb, the Group 1 shift commander. said. “Employees informed me that it was a fiberglass turbine that got going, so it was fiberglass burning.”

    “Crews showed up, made an offensive attack with an inch-and-three-quarter (hose), finished putting the fire out and we are in the process of venting the building right now,” he said at 11:45 a.m.

    “No injuries,” McRobb said. “Crews did a search of the building,” he said, but nobody was inside when crews arrived. 

    “A lot of the employees did the bulk of the work prior to our arrival,” McRobb said. When asked what business this was, McRobb said it was “some type of fish processing.”

    Fire companies responded to both sides of the large complex; Engine 1 and the deputy chief to the North Channel side of the building, and Ladder 1, Engine 5 and Engine 2 to the South Channel side. Also responding was Beauport Ambulance Service and a Gloucester Fire Rescue squad. The Police Department’s patrol boat was seen on the water in the North Channel.

    After the fire was extinguished, a couple of firefighters could be seen opening a high window along the back of the facility to vent smoke. Some workers standing outside said everyone was OK when asked.

    The company, Cape Seafoods, Inc., was able to remain open for business after firefighters conducted extensive ventilation of the building.

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    By Ethan Forman | Staff Writer

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  • Gloucester Police welcomes two new officers

    Gloucester Police welcomes two new officers

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    Two new officers who are also Gloucester natives have joined the ranks of the Gloucester Police Department.

    Officers Ryan Muniz and Kalyn Koller bring a wealth of knowledge, enthusiasm, and a commitment to serving Gloucester, the department said.

    Muniz graduated from the Massachusetts Police Training Committee Northern Essex Community College Police Academy in May. He attended Gloucester Public Schools and graduated from Gloucester High in 2019. In high school, he played hockey, golf, and tennis, and captained the hockey and golf teams.

    After high school, Muniz attended the University of Massachusetts Amherst, graduating in 2023 with a bachelor’s degree. Following his graduation, he worked at the Essex County Sheriff’s Department before joining the Gloucester force. Muniz recently completed his field training and is now eager to make a positive impact and engage with the community he has always called home, the department said.

    Koller graduated from the MPTC Lynnfield Police Academy last Tuesday and began her field training shortly thereafter. Koller, 24, is a Gloucester native who graduated from Rockport High in 2019, where she played softball and basketball. She earned her criminal justice degree from Endicott College, graduating with dean’s lst honors. During her time at Endicott, Koller interned with the Gloucester Police Department, an experience that solidified her dedication to a career in law enforcement.

    “I am honored to announce my appointment as a new officer with the Gloucester Police Department. I look forward to serving and giving back to the community I have always called home,” she said.

    Chief Edward Conley expressed his confidence in the new officers, saying, “We are thrilled to welcome Officers Muniz and Koller to our team. Their dedication, local roots, and commitment to service will undoubtedly strengthen our department and enhance our ability to serve the Gloucester community.”

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    By Times Staff

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  • Ipswich brush fire extinguished near home

    Ipswich brush fire extinguished near home

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    IPSWICH — The Fire Department extinguished a brush fire near a home on Wednesday and no injuries were reported, officials said.

    About 4:41 p.m., the Fire Department was called to the area of 19 James Road, near Dix Road and the Ipswich Country Club, for a report of a brush fire, Fire Chief Paul Parisi reported in a news release.

    Engine 4, under the command of Lt. Gus McInnis, was the first company to arrive and found an estimated 75-foot-by-75-foot section of brush burning about 100 yards from a home.

    An additional engine was called. Mutual aid firefighters from Rowley responded, while firefighters from Essex and Topsfield covered Ipswich stations. Off-duty and call members of the Ipswich Fire Department responded as well.

    Through a spokesman, Parisi said the fire was under control within an hour. First responders cleared the scene in less than two hours.

    The cause of the brush fire is under investigation and it would be unusual for such a fire to spontaneously ignite, he said.

    While the brush fire was being extinguished, Ipswich Police and Action EMS responded to a motor vehicle crash in the area of 80 Linebrook Road, and to medical calls on County Road and Water Street.

    “The three-tiered response system we operate under here in Ipswich with police, fire and EMS, as well as our mutual aid partners, were critical in handling these simultaneous emergencies today,” Parisi said in the release. “We thank our partners for helping us when we needed them.”

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  • Woman dies in Georgetown blaze

    Woman dies in Georgetown blaze

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    GEORGETOWN — A woman died early Sunday in a four-alarm house fire on East Main Street.

    Firefighters rescued the seriously injured woman from the second story of the burning 2½-story, single-family home but she later died at an area hospital, according to Georgetown Fire Chief Matt McKay.

    The woman, whose name was not released, was carried out of a window and down a ladder. Three other occupants were able to safely evacuate after the fire broke out at 238 E. Main St. shortly before 11 p.m. Saturday, he said.

    Huge flames engulfing the roof of the wood-frame home were shooting about 20 feet into the sky as firefighters arrived.

    Firefighters from more than a dozen communities battled the blaze until bringing it under control at 12:46 a.m. Crews remained at the scene of the burned home, which was declared a total loss.

    The cause of the fire is being investigated by the Georgetown Fire Department with assistance from the Massachusetts State Police Fire and Explosion Investigation Unit with the State Fire Marshal’s Office, McKay said.

    As the blaze continued to burn out of control, a second alarm was struck shortly before 11 p.m. to bring in firefighters from surrounding communities.

    Third and fourth alarms were required to bring in more firefighters. East Main Street (Route 133) was closed in both directions for several hours during the blaze.

    Firefighters from the Rowley, West Newbury, Newbury, Boxford, Newburyport, Topsfield, North Andover, Lawrence, Middleton, Haverhill, Groveland, Amesbury, Ipswich and Amesbury fire departments responded to the fire and provided station coverage.

    Rehab 5, Cataldo Ambulance Service and Pridestar Trinity EMS also responded. The American Red Cross was notified to assist the displaced residents.

    The Georgetown Municipal Light Department responded and turned off power to the home.

    Investigators said Sunday that no additional information would be released until further notice.

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  • 911 Operators Call For Help: Workers Plagued By Shortages, Burnout

    911 Operators Call For Help: Workers Plagued By Shortages, Burnout

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    Emergency call center workers say their centers are understaffed, struggling to fill vacancies and plagued by worker burnout, according to a national survey released Tuesday.

    The survey conducted by the National Emergency Number Association in conjunction with Carbyne, a cloud technology company focused on emergency services, polled about 850 workers from 911 call centers across the country. It found that many were experiencing burnout, handling more frequent call surges and felt undertrained. The findings show the widespread nature of staffing problems that have been laid bare in some communities in recent years.

    In St Louis this month, callers tried desperately to report that a woman was trapped in her car under a fallen tree but said they couldn’t get through for nearly half an hour. During the same storm in the suburbs, it took a woman 45 minutes to report that her 5-year-old son had been badly hurt by a tree falling on their home. He died, but he was alive when his mother started calling 911, according to a family spokeswoman. Meanwhile, in New York City, panicked callers this month tried to report a Department of Transportation truck that had caught fire and exploded, but said they received busy signals or were sent to voicemail.

    Nationwide staffing shortages that in many cases mirror the shortages in police departments and law enforcement agencies have led to longer wait times or trouble reaching operators at centers around the country, according to experts.

    “The numbers we’re seeing right now are really alarming. It was a major impetus of why we did this study. I knew it was going to be high, but 82% of respondents said their centers were understaffed,” said Karima Holmes, vice president and head of public safety at Carbyne and former director of the Office of Unified Communications in Washington, D.C.

    Holmes said staffing issues in many centers worsened during the COVID-19 pandemic, and like many jobs in public safety, it suffered from image problems after the 2020 police killing of George Floyd in Minneapolis.

    “People are not coming to the job because of people turning away from wanting to have public safety careers,” Holmes said. “But you add to that issues with lower pay, dealing with increased call volumes and people feeling burned out, and it becomes difficult to get people into the profession.”

    The survey was released at an online national conference of 911 leaders to discuss possible solutions to the staffing crisis and other issues faced by emergency response centers.

    Brian Fontes, CEO of NENA, said the group has been advocating for national legislation to change the U.S. Bureau of Labor Statistics’ classification of 911 workers from office or clerical workers to protected service workers like other emergency responders. The change would boost morale by more accurately describing the role of 911 workers and open doors locally to include those workers in benefits programs offered to police and others, he said.

    “Iowa has been trying to incorporate them into their state retirement system for public safety personnel, but the legal review came back and said they couldn’t do that because of how these employees are classified,” Fontes said.

    The group has also been advocating for a bill that would spend $15 billion equipping centers across the country with newer technology that Fontes and others said would address some of the other issues 911 workers noted in the survey.

    The technology, called Next Generation 911, would convert the hard-wired centers to digital internet protocol-based technology. Advocates say the technology would mean more precise location tracking, better access to immediate language translation, the ability to text with callers or take video calls to help see what’s going on in the case of a medical emergency.

    It could also mean fewer outages to phone or computer systems, which 60% of survey respondents said happen regularly. Earlier this month, the 911 center in Oakland, California, experienced two outages that forced operators to manually handle 911 calls and delayed response times.

    Holmes said she also thinks the technology upgrade could draw more young people to the industry.

    Some other findings in the survey include:

    • About 38% of those surveyed said they were not well prepared to handle active shooter calls. About 25% said the needed more training around mental health calls.
    • About 75% of respondents said the high-stress nature of the job was the major factor in staffing shortages, while about 65% said low pay was a significant deterrent. Fontes said that although pay varies widely, he had heard from workers at a center where new hires had left to work at a fast food restaurant for higher pay.
    • About 53% of workers said they experience high volumes of misdials at their center.

    NENA officials said many of those misdials come from programs or features on phones, tablets and other smart devices that are meant to do things like detect crashes or falls, or allow easy connection to emergency services.

    For example, some 911 call centers experienced a 30% increase in misdials between May and June after a new feature was added to Android phones that connected users to emergency services if a button on the side of phones was pushed five times in rapid succession. Phones and devices rattling around in bags or dropped to the ground were calling 911 many times without users even knowing, which can take up a line and valuable time from operators who have to figure out whether the calls are legitimate.

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