- David Jones, senior vice president of strategic accounts
- Jenna Streeter, communications consultant
- Jaime Young, communications consultant
Here are their key takeaways:
AI in the 911 Center: From Concept to Critical Tool
Insights from David Jones
The spotlight was firmly on AI — not as a far-off concept, but as a practical, transformative tool that is reshaping 911 center operations today.
When I managed 911 centers two decades ago, we were able to perform quality assurance reviews of only about 2 percent of the emergency calls that we received. Those days are long gone.
This evolution is driving several tangible improvements:
- Real-time quality assurance: Today, AI now enables near real-time assessment of nearly all 911 calls. These tools assess whether telecommunicators are adhering to protocols outlined in the center’s specific procedures. This level of oversight not only improves individual performance but enables agencies to identify systemic issues and trends.
- Targeted training, almost instantly: AI also enables rapid development of customized training scenarios. When quality issues are flagged, training modules can be generated almost instantly, tailored to address specific deficiencies. This immediacy enhances learning outcomes, particularly for newer employees who value timely feedback. Training tied closely to the original call experience helps reinforce key lessons and builds stronger operational competency.
- Smarter staffing strategies: Staffing shortages remain a critical challenge in public safety, and AI is helping 911 centers address this by redirecting nonemergency calls — like barking dogs or abandoned-vehicle complaints — through alternative-response models. AI-assisted triage ensures that true emergencies reach human telecommunicators quickly, while nonurgent issues are routed appropriately, improving service for all stakeholders.
From operational improvements to smarter resource allocation, it’s clear that AI is no longer just a buzzword — it’s becoming an essential part of the modern 911 center toolkit.
Evolving Call Handling and the Rise of Alternative Response
Insights from Jaime Young
Three key themes stood out in conversations:
- The growing use of AI for non-emergency call handling
- The evolving concept of “alternative response"
- An industrywide shift toward more integrated, telecommunicator-friendly solutions.
Sessions focused on alternative response drew strong interest, but there was some feeling that the term itself is too broad. It can encompass everything from call diversion to nurse navigation to mental-health field responses. The feeling amongst some attendees is that the broadness of the term today may be hindering understanding and implementation. Consequently, there’s an opportunity to create a more unified, clearly defined framework that better represents the range of services being offered before a dispatch event occurs.
Vendors increasingly are responding to real-world telecommunicator needs, i.e., their latest solutions aim to reduce the burden on telecommunicators, not add to it. By embedding multiple capabilities — such as advanced mapping, alarm integration, and data feeds — into a single, native platform, these solutions reduce reliance on clunky, over-the-top applications. The result is a more seamless user experience for telecommunicators working under extreme pressure.
Culture, Hiring, and the Human Side of Innovation
Insights from Jenna Streeter
One theme rang loud and clear: artificial intelligence (AI) is no longer just a buzzword — it's becoming an essential part of the 911 ecosystem. While last year saw a trickle of AI-driven solutions, this year revealed a noticeable uptick in adoption.
A standout insight: the promise of using AI in pre-employment testing.
While not yet widely implemented, the concept of using AI-driven simulations to evaluate a candidate’s aptitude for critical thinking and decision-making offers a path to better hiring outcomes — and potentially better 911 center culture. By screening for traits that align with the demands of the job, 911 centers could reduce early turnover and foster more resilient teams.
The concern that AI might replace telecommunicators is beginning to fade. Instead, attendees recognized that AI could reduce call loads, provide real-time support, and help make overstretched personnel more effective — an important realization as staffing challenges persist nationwide.
Culture, however, remains a stubborn issue. Despite years of discussion and training, negative workplace dynamics persist as pressing concerns. While many sessions focused on improving culture, the persistence of the issue raises questions: Is the 911 community making real progress? If not, is this issue endemic to the high-stress nature of the work — and thus unsolvable?
Finally, the conference was marked by a notable leadership transition. After 17 years, Brian Fontes stepped down as NENA’s CEO. His contributions — including quadrupling the organization’s size and stabilizing its finances — justifiably were widely celebrated.
Glenn Bischoff is MCP’s content specialist.
