Empowering 911 Call-Takers and Dispatchers with Technology

What piece of technology did main consumer delivery brands have long before 911 emergency services did?

Interestingly (or rather, shockingly), it’s precise location verification.

In our fast-paced, connected world, we tend to think that technology is at our fingertips every minute of our lives, in all areas of life. So how is it possible that prior to 2018, delivery people could find us more easily based on our mobile phones than first responders?

Traditionally, the public safety sector is slower at implementing new technologies, but in the past few years it seems to be catching up by embracing innovation originally created for other industries. Technological advancements are allowing public safety agencies to be proactive, rather than reactive, in an environment that is expected to do more with less.

The Multifaceted Role of a 911 Telecommunicator

In a recent discussion, Malia Garcia, Verint Marketing Manager, sat down with Casey Rives, Verint’s Public Safety Solutions Consultant and former headset hero, to discuss heightened citizen expectations, increasing call volumes, the mental health of call-takers, and how technology can help solve these burning challenges in the public safety arena.

Casey described the current reality public safety agencies are living in by pointing out the staffing shortages and the mental health crisis as “30% of 911 telecommunicators leave within their first year on the job and 75% experience burnout. At the same time, around 240 million 911 calls are made to Public Safety Answering Points (PSAPs) across the country each year.”

Another interesting detail that Casey revealed was the constant contact switching call-takers are doing during their shifts, which is already a high-stress environment. “What most people are not aware of is that 911 call-takers are doing much more than just 911 calls.

In most centers, they are also responsible for non-emergency calls, including noise complaints, pothole reports, parking violations, and more. Such calls make up about 60-70% of all calls received by 911 centers. Imagine having a CPR call immediately followed by a pothole call.” The emotional stress evoked by such sudden shifts highly contributes to the mental health challenges of 911 employees.

Improving Emergency Response with Non-Emergency Call Automation

In 2024, technology is more than a nice-to-have for PSAPs. It’s an enabler that can “assist not only agencies and citizens but also our heroes with a headset who are with us at our most vulnerable moments,” highlighted Casey.

Let’s take non-emergency call automation as an example. By re-routing non-emergency calls to alternative communication channels, such as a self-service web portal or a mobile app, automation can help save precious time in critical moments, reduce the load on telecommunicators, and improve operational efficiency in 911 centers.

Emergency response will always require a human touch, but as new advanced technologies emerge, they can play a crucial role in enhancing human capabilities to improve community safety and citizen trust in public services. 

Watch the Full Discussion to Hear More About:

• The latest trends and challenges in the public safety arena
• How technology and automation can help improve emergency response
• Real-life examples and glimpses into the everyday life of a headset hero.

Watch now.

Learn more about Verint’s solutions for public safety here.