City Council’s recent approval to replace our aging dispatch software with a modern Computer-Aided Dispatch (CAD) system is one of those quiet, behind-the-scenes upgrades that will make a visible difference when it matters most.
Our dispatch center handles calls for Whitesboro PD, Whitesboro ISD PD, Whitesboro Fire & EMS, Collinsville Fire, Sadler Fire, Gordonville Fire, and Sherwood Shores Fire. A smarter CAD will help those agencies work together faster and with fewer errors.
What is CAD and why is it important? At its core, CAD is the software that organizes 911 calls, assigns the right units, and gives responders the location, history, and routing information they need, all in real time.
Modern systems automatically present caller location, integrate mapping and Automatic Vehicle Location (AVL) so dispatchers can send the closest available unit, and push incident details to responders’ mobile devices. That automation reduces manual data entry and human error when seconds count.
Faster, smarter dispatching saves time and lives. Studies and industry summaries show that CAD features like automated location, priority queuing, and AVL routing help shorten response times for high-priority medical and life-threatening calls.
In practice, that means EMS gets rolling sooner, fire units are staged properly, and police are routed where they’re needed, not simply where they happen to be listening. Those few seconds shaved off dispatch and travel time can change outcomes in stroke, cardiac arrest, and severe trauma.
CAD also improves coordination across jurisdictions. Our center isn’t just a single department; it’s a regional node connecting city, school, and several volunteer departments.
Modern CAD systems are built for interoperability by sharing call data, unit status, and incident notes across agencies and records systems, so everyone arrives with the same picture. That reduces duplicated radio traffic, prevents mismatched responses (like sending police to a medical scene before EMS), and produces cleaner after-action reports for training and improvement.
Beyond real-time response, a new CAD gives us better data. Accurate incident timestamps, unit movement logs, and integrated records feed into after-action reviews and performance metrics.
What’s next? Now that Council has greenlit the purchase, we’re moving into configuration, integration with 911/phone systems and AVL, and staff training. Rollout will take time and proper testing and dispatcher training are essential to avoid introducing new problems while we fix old ones.
However, this is a necessary step toward a professional, reliable dispatch center that meets the needs of our residents and partner agencies, and helps us move toward being compliant with National Standards.
I appreciate Council’s decision to move forward with this upgrade. Our new CAD system won’t draw attention during an ordinary day, but during the calls that matter most, it will help us move quicker, communicate better, and give our responders the tools they need to keep our community safe.
Jeff Patterson is the Director of Public Safety for the City of Whitesboro. He can be reached at [email protected] or by phone at 903-564-7533.