Center History and Overview

The state mandated E9-1-1 system is considered to be one of the most advanced in the United States.  The “E” stands for “Enhanced” 9-1-1 service. This means the caller’s phone number and location appear on a video screen at the Center for each 9-1-1 call received.  The New Jersey system also includes a sophisticated back up system to insure all calls are answered by one of several back up centers should the local center be unable to answer the call in a timely fashion.  Other area E9-1-1 centers are: Paramus Police, Mahwah Police, and the Bergen County Police Headquarters in Hackensack.

Northwest Bergen Central Dispatch has two main functions.  The first function is to take requests for assistance from the public and dispatch public safety units from the Ridgewood and Glen Rock Police Departments, Fire Departments, and Ambulance Corps. Central also performs this function for River Edge Fire Department, Oradell Fire Department, New Milford’s Fire Department and Ambulance Corps.

The second function is to answer E9-1-1 calls. In the spring of 1994 N.W.B.C.D. became a Public Safety Answering Point (PSAP), answering E9-1-1 calls for several towns.  Today N.W.B.C.D. answers E9-1-1 calls for the communities of Ridgewood, Glen Rock, Ramsey, Franklin Lakes, Oakland, Rutherford, River Edge, Oradell, New Milford, Palisades Park, Waldwick, Montvale, Park Ridge and Woodcliff Lake.  The combined population of the eleven communities is approximately 179,639.

The Center’s Operations Room has four primary dispatch positions. Additionally, located in the adjoining Training Room, are two fully equipped back-up dispatch positions.  Each dispatch console is equipped with state-of-the-art telephone, radio, E9-1-1 and computer equipment. 

In 2005 and 2006, Central underwent an extensive renovation. A major part of this renovation was the creation of four independent call taking positions in the hallway adjacent to the training room.  Additionally, both administrative offices were upgraded to call taking positions.  Computer infrastructure replacements in the form of new servers and routers help to ensure that the future growth of Central will be seamless. These latest enhancements give Central a total of six fully equipped dispatch positions and six independent call taking positions.

Included in the renovation was the creation of a fully functional conference room that also serves as a Communications Emergency Operations Center for Central.  Independent of any Municipal Emergency Operations Centers, Central staff can utilize this space whenever such a need arises.

N.W.B.C.D. operates with civilian Telecommunicators, led by a civilian Director.  The Director reports to the Management Committee, which consists of the Manager of the Village of Ridgewood and the Administrator of the Borough of Glen Rock and the CFO of the community that does not have the Chairperson position of the Committee.  Ridgewood and Glen Rock originally established the Center and are partners in the management of the Center.  All additional communities served by the Center are under contract with Northwest Bergen Central Dispatch and do not serve on the Management Committee. 

Central has 26 employees; one Director, one Administrative Assistant, nine full-time Telecommunicators, 13 per-diem Telecommunicators, one Intern, one Custodian, and one part-time CFO. 

All Telecommunicators must have two years previous dispatch experience and maintain State mandated certifications such as Emergency Medical Dispatch certification, a 40 hour Basic Telecommunicator certification, and CPR certification.  Only those persons who meet a wide variety of qualifications and wish to pursue a career in communications are hired as full-time Telecommunicators.  The Telecommunicators answer approximately 140,000 calls annually using an Automatic Call Direction System, which allows Telecommunicators to indicate call priority and speeds call handling during busy periods.