According to the Fox News report, in recent research, the predominant issue plaguing 911 call centers has been identified as staffing shortages, primarily attributed to the immense stress experienced by call center personnel, according to statements by Majerus. The initiative to address these challenges began in 2018 when Majerus established AWS’s justice and public safety team.
Since then, this team has been actively collaborating with 911 call centers, focusing on harnessing the power of artificial intelligence (AI) and advanced software solutions to mitigate staffing problems and modernize the outdated methods employed in dispatching emergency services. One remarkable example of this collaboration can be found at the communications division of the Guernsey County Sheriff’s Office in Ohio.
This division has gained recognition for implementing one of the most cutting-edge 911 systems in the United States, achieved through a partnership with software firm Carbyne, which operates on AWS’s cloud-native technology platform. These advanced systems enable dispatchers to not only view emergency scenes remotely but also to prioritize incoming calls based on the level of urgency.
Here’s how it works: When an individual dials 911 in Guernsey County, they receive an automatic text message containing a link that allows dispatchers to access the caller’s camera and location information, with the caller’s consent. By clicking on this link and granting access to their camera and location, the dispatcher gains critical insights into the situation, enhancing their ability to respond effectively. This technology has already made a difference, as evidenced by a case where a mother called 911 about her adult son experiencing a seizure.
With the assistance of the live camera feed, the dispatcher guided the mother in assessing the situation and discovered the man in dire condition. Swift action was taken to turn the man onto his side, potentially preventing a life-threatening situation. Furthermore, the Guernsey County Sheriff’s Office dispatchers, under the supervision of Lt. Dustin Best, hold certifications in CPR, emergency medical dispatch, and public safety telecommunication.
This high level of training fortifies their capability to provide immediate and virtual assistance to citizens facing traumatic or dangerous situations. The live feed feature of the system also serves another critical purpose: it can alert dispatchers to the presence of hazardous materials at an emergency scene or the severity of a car accident. For instance, if hazardous materials are identified, a hazmat team and the fire department can be dispatched promptly. This ensures that resources are allocated efficiently to address the specific needs of each situation.
Importantly, once the 911 call concludes, the dispatchers have no ongoing access to the caller’s phone, eliminating any concerns about privacy or unauthorized access to the caller’s camera. Carbyne’s vice president of product management, Alex Gruber, shed light on their innovative call management system, known as APEX. This system replaces traditional hardware and software typically found in 911 centers with cloud computing technology.
The video feature of the APEX system is designed to be compatible with both SMS and WhatsApp, ensuring that individuals calling 911 can easily access its capabilities without the need for installing additional apps on their mobile phones. Moreover, callers can send photos to dispatchers during a call and even switch between the front and back cameras on their phones, offering flexibility and convenience during emergencies.
One of the standout features of Carbyne’s APEX system is its incorporation of artificial intelligence. This AI-driven functionality is expected to become an asset for 911 dispatchers, significantly reducing the number of redundant calls and minimizing call queue congestion, especially in understaffed call centers. In regions like Guernsey County, where high volumes of repeat 911 calls are common, the AI system will recognize the surge in calls and engage callers with a series of targeted questions, such as inquiries about accidents, involvement, and injuries.
Those who respond affirmatively to all the questions are promptly directed to a 911 operator, ensuring that immediate attention is given to critical cases. Meanwhile, less urgent reports are efficiently recorded, allowing for the prioritization of more serious calls. Importantly, the introduction of AI-driven solutions like APEX is not intended to replace human dispatchers but to complement their efforts, ultimately reducing the stress and workload on these dedicated professionals. The primary goal is to make their challenging and demanding roles more manageable, especially in regions where staffing shortages persist.
The article references a recent report from the National Emergency Number Association, which reveals that an estimated 82% of 911 call centers in the United States face staffing shortages to varying degrees. Additionally, a staggering 75% of operators currently working in the field have reported experiencing burnout. These statistics underscore the pressing need for innovative solutions like AI-powered systems to address these challenges and support the mental well-being of dispatchers.
In a related development, Christy Williams, director of the North Central Texas Emergency Communications District (NCT911), shared insights into an AI-powered system being tested. This system aims to monitor the number of stressful calls handled by operators, with the intention of safeguarding the mental health of dispatchers and potentially improving job retention rates.
Williams highlighted the emotional toll taken on 911 telecommunicators, who often find themselves handling distressing calls, such as suicides, followed by immediately taking the next call with the familiar, “911 Where’s your emergency?” This constant cycle of high-stress calls can lead to severe mental health issues over time. The AI system will monitor calls for specific keywords and analyze the tone of the caller to gauge stress levels.
It will also keep track of calls that were particularly stressful for the operators. AWS’s Majerus emphasized that her team is committed to collaborating with call center customers to understand their specific needs and challenges. They then work closely with vendors like Carbyne to customize systems and technologies to suit the unique requirements of each call center, with the ultimate aim of saving lives.
911 operators serve as the first line of communication to emergency responders, fully aware that every response they provide could mean the difference between life and death. Timely and effective responses are crucial, and the implementation of advanced technologies, like AI-powered systems, serves as a vital tool to support these dedicated professionals and ensure that help arrives swiftly when it’s needed most.
