As fall approaches, communities across the country gear up for seasonal festivals, sporting events, and other large gatherings that draw in thousands of people. While these events bring excitement and celebration, they also present significant challenges for public safety professionals, especially those working in Public Safety Answering Points (PSAPs). In my previous role as a 9-1-1 Operations Supervisor at the Las Vegas Metropolitan Police Department, I had the opportunity to serve as the special events liaison, coordinating all communications needs for the dozens—sometimes hundreds—of officers working major events. This included some of the largest sporting events hosted in Las Vegas, driven by the Raiders’ move to the city. My experience in handling communications for these events provided valuable insights into how to manage public safety during large-scale gatherings.
Drawing from that experience, here are some key best practices for PSAPs that can help ensure smooth operations during high-demand events like festivals, concerts, and sporting events.
1. Pre-Event Planning and Coordination
Effective management begins long before the event. It’s essential to work closely with event organizers, local law enforcement, fire departments, and other key stakeholders to coordinate resources and communication channels. This planning phase includes mapping out potential high-traffic areas, establishing clear access routes for first responders, and conducting risk assessments to identify areas needing additional support, such as medical stations or traffic control measures.
Proactive planning can make all the difference when unexpected incidents occur. For example, if your PSAP is supporting a large-scale event like a state fair or a professional sports game, having detailed plans in place allows for rapid responses to everything from medical emergencies to crowd control issues. Early and thorough coordination ensures that all agencies are on the same page and ready for any situation.
2. Strengthening Communication Protocols
Communication is the backbone of any successful public safety response. Multi-agency coordination is crucial during events that attract large crowds, such as local festivals or high school football games. Ensuring that all first responders, including law enforcement, fire services, and emergency medical personnel, are using interoperable communications systems allows for real-time updates and streamlined resource deployment.
Equally important is communication with the public. Public awareness campaigns leading up to major events can help educate attendees on the appropriate use of 9-1-1 services. By setting clear expectations about when to call 9-1-1 and what information to provide, you can reduce the volume of non-emergency calls and keep lines clear for those in need of urgent assistance.
3. Leveraging Technology and Data
The use of advanced technology is essential in managing large events. Real-time location tracking, live video feeds, and data analytics can significantly enhance situational awareness. In my experience coordinating communications for large sporting events in Las Vegas, technology was critical in identifying potential issues and adjusting resources on the fly.
In addition, reviewing historical data from similar events can provide valuable insights into where potential issues may arise. For instance, if past events indicate an increase in medical calls near specific entrances or stages, preemptively stationing EMS teams in those areas can reduce response times and improve overall safety.
4. Managing Call Volume Surges
Large events often result in a sharp rise in 9-1-1 calls. These calls can range from minor medical incidents to more serious emergencies, and PSAPs need to be prepared to handle the increased volume while maintaining high levels of service. It’s important to have a robust system for triaging calls, ensuring that life-threatening emergencies are prioritized while non-emergency inquiries are directed to appropriate services.
Training dispatchers to efficiently manage the surge in calls during these events is critical. They should be equipped to quickly assess situations, determine the appropriate level of response, and keep communication lines open for high-priority incidents.
5. Post-Event Evaluation
Once the event is over, the work isn’t done. A thorough post-event debrief with all involved agencies is crucial for identifying what worked well and what can be improved for future events. Evaluating response times, communication effectiveness, and public feedback provides valuable lessons for refining operational protocols.
Continuous improvement is key to successful public safety operations. The challenges PSAPs face during large events are constantly evolving, and it’s important to adapt and learn from each event to enhance future responses.
Final Thoughts
Large-scale events—whether local festivals, concerts, or major sporting events—bring unique challenges to 9-1-1 centers. By focusing on proactive planning, strengthening communication protocols, leveraging modern technology, and maintaining a continuous learning mindset, PSAPs can enhance their response capabilities and promote public safety during these high-demand situations.
Through my experiences as a 9-1-1 supervisor and special events liaison in one of the country’s busiest cities, I’ve seen firsthand the difference that careful planning and collaboration can make. As we move into the busy fall season, it’s essential for all PSAPs to remain vigilant and prepared, safeguarding our communities and the events that bring them together.