Baltimore's Computer Aided Dispatch System

Baltimore's Automated Dispatch System provides Computer Aided Dispatch services for the city's emergency response agencies. The system receives 911 and 311 calls and uses its messaging functions to route incidents to the nearest available police, fire, or medical units. By automating call handling and unit assignment, it aims to reduce response times and improve coordination among first responders. The CAD platform integrates with various agency databases to provide real‑time status information on personnel and equipment. Dispatchers rely on the system to monitor incident progress and to reallocate resources as situations evolve. As a core component of Baltimore’s public safety infrastructure, the CAD system supports daily operations for both routine and major incidents.

The system is operated by the municipal government of Baltimore and functions as a critical asset within the city’s emergency management framework. Its distinguishing attributes include specialization in real‑time emergency dispatch, a regulatory role in ensuring compliance with public safety communications standards, and a competency in dynamic unit allocation based on location and availability. In March 2018, a cyberattack disrupted the CAD system’s messaging functions, causing a 17‑hour shutdown that forced responders to process 911 and 311 calls manually. During the outage, officials isolated the compromised server to contain the threat and restored automated operations after transitioning to manual call handling. The Federal Bureau of Investigation joined the investigation, although no public details were released regarding the attackers or any potential data exposure. The incident highlighted the system’s importance to public safety and underscored the need for robust cybersecurity protections for critical dispatch infrastructure.