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City of Novi
City of Novi

Public Safety Employee of the Month

Public Safety Employee of the Month

January 2017

 

Alan Patterson

The Novi Public Safety Administration would like to congratulate Communications Manager Alan Patterson on being named Novi Public Safety Employee of the Month for January, 2017.

On Saturday, January 14th the Novi Police Department started to experience telephone issues on our 911 and business lines. As Communications Manager, Alan directed staff to contact our vendor, AWT, to address the issue. Although staff were able to answer calls via headsets, they were not able to receive the Automatic Number Information (ANI) and/or Automatic Location Information (ALI) which is imperative for locating callers in the event their situation does not afford them the ability to verbally provide their location. Alan developed a work around to transfer all Novi and South Lyon 911 calls to the Oakland County Sheriff’s dispatch center to capture the ANI/ALI information then immediately transfer them back to Novi. AWT recommended a complete shutdown of the system and that we wait until Tuesday, January 17th for a re-boot.
 
When notified that two of our seven open phone lines began locking up, on Sunday, January 15th, Alan immediately recognized our level of customer service was unacceptable and responded to the police department to formulate a plan. A strategic backup plan involving West Bloomfield PD was implemented and Alan called in two additional dispatchers to staff our lines at their location.  In addition, Alan had staff test CAD entries at West Bloomfield to ensure they transferred to Novi consoles then ensured fire tones and IRIS notifications for Novi Fire were working properly.

As the hardware issues persisted throughout the week, Alan worked with Novi Information Technology staff to install City of Novi phones in the dispatch center eliminating the need for staff to work overtime at West Bloomfield and enjoy their regular days off with their loved ones. The seemingly simple solution required coordination with Novi and South Lyon police phone providers and the return of Oakland County transferring 911 calls back to Novi PD to capture ANI/ALI information. On Thursday, January 19th, Novi Dispatchers were finally able to handle business line calls from our dispatch center.

During the nine day incident, Alan remained calm and professional as he developed multiple contingency plans to ensure Novi and South Lyon residents received excellent customer service.  It is for these reasons, that the full-time fire and police command officers and administrators congratulate you on being named Public Safety Employee of the Month - JANUARY 2017.  
 

 

Previous Employees of the Month

December 2016 - Renee Landis

November 2016 - Bob Manar

October 2016 - Carol Westfall
 

September 2016 - Kristie Gruenwald

July 2016 - Alisa Brown

June 2016 - Mark Theisen

April 2016 - Karen Assaf

March 2016 - Kristie Gruenwald

February 2016 - Michael Daisley

January 2016 - Greg Lis

December 2015 - Paul Leslie

November 2015 - Michael Bender

October 2015 - Janet Kaplan

September 2015 - Brady Rees

August 2015 - Steven Snell

July 2015 - Karen Patterson

June 2015 - Joshua Chapman

May 2015 - Jon Zabick

April 2015 - Scott Tewes

March 2015 - Joe Carpenter

February 2015 - Jason Bergtold

January 2015 - Phil Duczyminski

December 2014 - Joe Shelton

November 2014 - Josh Bunse

October 2014 - Steve Patterson

September 2014 - Todd Seog

August 2014 - Gerylann Garris

July 2014 - Michael Daisley

June 2014 - Randy Mince

May 2014 - Scott Tewes

April 2014 - Karen Assaf

March 2014 - Kristie Gruenwald

February 2014 - Brandon Bidus

January 2014 - Steve Balog