Adopting any new technology in a 9-1-1 center is rarely about the tech — it’s about people. When it comes to automating non-emergency calls, the biggest challenge isn’t deployment, it’s building confidence among the dispatchers and supervisors who make the center run.
This session focuses on the human side of innovation. Leaders and frontline staff from ECCs that have successfully rolled out AI-powered tools will share what worked, and what didn’t, when introducing them to their teams. You’ll hear perspectives from directors, supervisors and the telecommunicators to understand how change actually lands on the floor. From early communication and pilot testing to setting clear expectations and defining new workflows, attendees will learn step-by-step approaches for managing change without losing momentum or morale.
Whether you’re exploring automation for the first time or preparing to expand, this discussion will help you lead your staff through uncertainty and toward long-term success.
Key takeaways:
- How to identify and address the most common sources of resistance among call takers, supervisors and administrators when introducing non-emergency automation.
- How to structure pilots, training and go-live in phases so staff can build confidence before you scale to more call types.
- The tough questions to ask vendors up front to make sure the technology supports your center and not the other way around.
Speakers:
- Cory Lynch, Operations Supervisor, La Crosse County Emergency
- Karl Hatton, Deputy Director, Port Angeles Police Department
- Katherine Rountree, Midnight Shift Supervisor, Hamilton County 9-1-1
- Max Keenan, Co-Founder and CEO, Aurelian
