911 callers receive text messages from MSP in these three counties
Residents in Branch, Calhoun and St. Joseph counties who call 911 now receive a text message if their case is assigned to a Michigan State Police trooper.
The first text comes within a minute of the trooper being dispatched and informs the caller of the assignment and a reference case number.
If the trooper is delayed, the SPIDR Tech system automatically sends text messages to the reporting parties, keeping them updated on the status of their call.
Marshall post commander Lt. Barry Schrader said MSP began field testing the SPIDR Tech tracking system in April, and it is now under consideration for statewide use.
“We’re using it as a as a tool to enhance their delivery of service to the public," he said. “The design is to save follow up phone calls to dispatch so that they can answer more emergency calls. People don’t have to call back about when a trooper is going to be there. There are follow up messages.”
Battle Creek Police installed the system for the city last year.
“We really want to see how it worked with a post that serves multiple counties,” the commander explained, each with different centers and software.
After the complaint is completed, a text message is sent with follow-up information and a survey link.
Once an event is cleared, the last message results in SPIDR Tech automatically sending a text message asking the caller for a feedback survey about the call and how it was handled.
Schrader said he was surprised with the positive survey feedback, given negative results from national police surveys.
With an overall 97% approval rating, “It really has reinforced what I felt was right, that my troopers were doing a good job out there.”
The commander uses the other 3% of surveys to improve service.
Schrader explained, “If I see comments about a particular trooper, maybe they’re rude, then we can just look internally and talk with that trooper.”
The lieutenant and trooper will review body cam footage of the situation and the conversations.
“More times than not, they respond like ‘maybe I was a little short. I could do a little bit better,'" Schrader said.
The SPIDR Tech system is just for MSP calls.
At District 5-4 Marshall post, currently, there are 29 troopers, with one in training to patrol 1,747 square miles in the three counties.
Four more began field training after the November academy graduation, able to take the road by themselves by late next spring.
MSP is also testing SPIDR Tech in Lansing and will roll it out in other posts while testing similar systems before considering adoption in all its posts covering the 83 Michigan counties.
Contact Don Reid: dReid@Gannett.com.
This article originally appeared on Coldwater Daily Reporter: 911 callers receive text messages from MSP
