Next-Generation 911 Call Handling

Think about the daily conversations you have with friends, family and colleagues; and how much you rely on video to communicate, whether it be through texting video images, or video calls. It is efficient and convenient to be able to show, rather than just tell.

Video is a common medium that we use to communicate in everyday life, but it is not as common in the public safety industry. PSAPs around the country are still operating without systems that can handle receiving video images through text.

Public safety agencies need technology that can communicate with the technology that citizens have in their pockets.

Utilizing video in 911 call handling creates new opportunities to advance emergency response efforts and equips responders with the tools to save more lives.

Take 911 Beyond the Phone Call

Video-to-911 advances dispatching efforts far beyond the limits of traditional phone calls.

If a dispatcher determines that video evidence will help with response efforts, and the caller is comfortable with sharing video, they can send a link via text for callers to share those images.

This is crucial for tactical decision-making and dispatch. Video evidence provides another level of understanding of what is taking place on an active scene. Dispatchers are given on-scene situational awareness ahead of the first responders’ arrival.

Your team is better equipped to send the appropriate resources and units to provide help. With video, dispatchers can describe situations more accurately to responders. This might include describing a structure fire to firefighters or communicating the severity of injuries to paramedics.

Even consider instances where a caller is trying to perform CPR and they are untrained in how to properly provide help. Video allows the dispatcher to see what the caller is doing, and they are able to instruct on how to correctly perform CPR.

The key value of video-to-911 is that everyone benefits from greater situational awareness. Dispatchers have access to more information that can potentially save someone’s life. Responders approach scenes with more information, keeping their team safe.

The Concerns Dispatchers

When a person dials 9-1-1, the call-taker has no idea of what will be on the other end of the phone. Dispatchers are dealing with the pressures of providing life-saving assistance to citizens – and this is no small feat.

Adding the element of video-to-911 creates a real concern.

What is on the other side of the video? Will it be something that is traumatizing to the call-taker?

Research shows that about 18-24% of dispatchers are formally diagnosed with post-traumatic stress disorder (PTSD). This figure only relates to dispatchers who have reported symptoms and were diagnosed by a psychologist, indicating the true numbers exceed what research tells us.

Also considering the current federal classification of first responders, and its limitations to mental health resources and support, there is a legitimate concern for the well-being of dispatchers and how they are potentially affected.

Remember, You’re in Control

CentralSquare’s 911 solution is not only built to maximize citizen safety, but it is also intended to support and empower your agency.

With our solution, the dispatcher is always in control when it comes to video-to-911. Callers cannot send in video evidence unless dispatchers deem it necessary and send the link to request it.

Additionally, receiving video evidence is not always the right answer for each call. There are instances where it may be unsafe for a caller to record and send video. There are also cases where the content of the video may not help the call-taker make a more informed dispatch decision.

In these circumstances, CentralSquare’s 911 software features a “hide video” function that allows the user to block the video from being seen if there is something that the dispatcher does not want to see. The instant recall function allows the user to still have access to the video without viewing it, in the case that the evidence is necessary for later investigation.

Ultimately, using video during a call is always up to the dispatcher’s discretion and judgment.

Learn More Today

We provide a feature-rich product that has served customers for more than 25 years. Our 911 call-taking solution is flexible for small 911 centers and scalable to accommodate the needs of larger agencies.

If you’re ready to learn how you can take your system beyond the call, learn more by watching our on-demand webinar on next-generation call handling.