By Isia Wilcox

Presenter: Scott L. Brillman

Speaking to a standing-room only audience, Baltimore 911 Director Scott L. Brillman spoke of the challenges his center faced and lessons learned during the protests and rioting in 2015. The civil unrest was sparked by the death of Freddie Gray while in police custody.

“You can predict a hurricane, can kind of predict a snow storm or tornado, but humans are a little bit unpredictable,” said Director Brillman.

Director Brillman discussed his center not having civil unrest protocols. “This can happen anywhere without notice,” Brillman said. “Just because it’s not happening in your city doesn’t mean you shouldn’t be prepared.

Baltimore 911 received 38,000 incoming calls within five days, peaking at 11,400 calls on Monday, April 27, 2015. The center normally receives 3,700 to 4,000 calls daily. Baltimore 911 went into crisis mode, suspended usage of EFD and EMD protocols and only used the protocols for lifesaving measures. “People were still having emergencies,” Brillman said

Dispatchers handled 113 officer needs assistance alerts, 144 vehicle fires and 15 fully involved structure fires.

“That’s something we have to work on,” Brillman said speaking of the need for 9-1-1 centers to have a Civil Unrest Protocol. “This seems to be happening more often and more frequently…so start thinking about what your call takers are going to tell people when they need help.”

Brillman closed the session by thanking the multiple centers across the country that reached out to Baltimore during the protests.