Here are their key takeaways:
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:
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.
Three key themes stood out in conversations:
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.
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.