Our Blogs
The Vital Role of Appreciation in Our 9-1-1 Center
Desiree Arnold
E-911 Director, Atlanta Police Department
As the director of the Atlanta E911 Center, I am at the helm of a team that is critical to our city’s safety. Our staff are the first responders among the first responders. In the most urgent times, they are the calm voice on the line, the orchestrators of life-saving assistance, and the unseen hand guiding our emergency services to where they are needed most. This is no small feat, and the job comes with its own set of intense pressures and demands.
Securing Our Lifelines: Strengthening Cybersecurity Training for PSAPs
Paresh Patel
Carbyne CISO
With cyber threats increasing in scale and sophistication, comprehensive and ongoing cybersecurity training is essential for ensuring PSAP employees at all levels can help identify and mitigate risks. When developing training programs, PSAPs should focus on the following.
Crafting a Comprehensive Request for Proposal (RFP) for Public Safety Answering Points (PSAPs)
Cara Vermillion
Sales Operations Team Manager, Carbyne
Public Safety Answering Points (PSAPs) play a vital role in emergency response and public safety. To maintain and improve their operational capabilities, PSAPs often need to procure new technology and services such as NG911 call handling solutions. Writing an effective Request for Proposal (RFP) is the first step in the procurement process. In this article, we will guide PSAP administrators and decision-makers on how to create a well-structured and comprehensive RFP to meet their specific needs.
Safeguarding Public Safety: DNS Rerouting as a Resilience Tool for PSAPs During Internet Downtime
Paresh Patel
Carbyne CISO
In our digitally driven world, public safety hinges on the rapid, reliable transmission of critical information to the right responders at the right time. Yet, the Internet, which plays a pivotal role in this exchange, is not immune to disruptions. In this era of emergency services, Public Safety Answering Points (PSAPs) must remain vigilant in the face of Internet downtime, as even brief outages can have life-altering consequences. Fortunately, a lifeline exists in the form of Domain Name System (DNS) rerouting, an innovative technology that can help PSAPs overcome the unique challenges posed by Internet disruptions. In this article, we’ll explore what DNS rerouting entails and how it can be an essential asset to PSAPs during critical moments when the Internet goes down.
The Critical Role of Security Awareness for PSAPs
Paresh Patel
Carbyne CISO
This lack of awareness results in PSAP personnel unintentionally enabling cyber incidents that could cripple 911 operations. Cybercriminals rely on exploiting these human vulnerabilities through tactics like phishing, social engineering, and insider access misuse.
Bridging Language Barriers and Enhancing 9-1-1 Emergency Services with Adaptive Technology
Karima Holmes
Vice President of Public Safety, Carbyne
In today’s rapidly evolving technological landscape, innovations continue to reshape various aspects of our lives, including emergency services. In this article, we will explore how modern and adaptive technology is revolutionizing 9-1-1, particularly in addressing the challenges posed by multi-lingual or non-English speaking callers. We will focus on three key advancements: two-way audio translation, video-to-911, and instant messaging, all of which play pivotal roles in ensuring efficient and accurate emergency response.
Accelerating Technology Purchasing for Emergency Communications Centers: Strategies That Matter
Cara Vermillion
Team Manager, Sales Operations, Carbyne
Emergency Communications Centers (ECCs) play a vital role in public safety, acting as the first point of contact during emergencies. Timely access to cutting-edge technology is crucial for ECCs to provide efficient, effective, and life-saving services. However, the process of purchasing technology solutions can be complex and time-consuming. In this article, we’ll explore strategies to accelerate technology purchasing for ECCs.
How Multimedia in 9-1-1 Aids Responders in De-Escalation
Andrea King-Smith
Senior Strategic CSM, Customer Engagement Lead
Emergency services have seen significant transformations due to our evolving technological landscape, especially with multimedia integration into 9-1-1 systems. Features such as Carbyne’s video-to-911, photo sharing, and Responder Connect have been pivotal. But how do these integrations help de-escalation of volatile situations, particularly within the police force?
Unveiling the State of 9-1-1: Challenges, Insights, and the Pulse for Change
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
In the vast and often invisible realm of public safety, the heroes under he headset working tirelessly to ensure rapid emergency response often go unnoticed. These dedicated individuals form the backbone of our emergency system, and their efforts save countless lives every day. Carbyne, in collaboration with the National Emergency Number Association (NENA), embarked on a groundbreaking mission to uncover the State of 9-1-1. Through an extensive survey conducted in May and June 2023, the inaugural State of 9-1-1 Survey captured the experiences and perspectives of nearly 850 professionals from various levels of the emergency services sector in North America. This comprehensive exploration delves into the critical insights derived from the survey, shedding light on the challenges faced in staffing, technology, mental health, funding for Next Generation 9-1-1, and diversity. Furthermore, these insights were magnified and enriched through the enlightening “Pulse of 9-1-1” conference, where industry experts came together to analyze and discuss the survey’s results.
Juneteenth: Celebrating Freedom and Shaping the Future with Public Safety Technology
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
As we celebrate Juneteenth this year, we at Carbyne take this moment to honor the significance of this historic day and reflect on the progress our society has made in the realm of equality and justice. Juneteenth, or Emancipation Day, symbolizes freedom and highlights the continued struggle for true equality. It’s a day to reflect upon history, to celebrate progress, and to understand that the path towards justice is a constant journey.
Standards & Best Practices
Jason Driggers
Customer Success Manager
Providing support to a 9-1-1 center is a hefty responsibility. The 911 industry serves as a fundamental pillar of public safety, and any disruption to its functions could result in serious ramifications. As a customer success manager my job is to make sure our customers have the level of service and support commensurate with running a critical infrastructure center.
Out in Dispatch: The (un) Hidden Heroes of Public Safety
Dru Clarke
Customer Training Manager
Without a doubt, one of my favorite Disney movies of late has been Encanto. The richness of culture, the importance of family, the magic of authenticity and community shines through at every twist and turn, but there were a few things in the movie that gave me internal pause.
Mental Health Awareness Month: Shining a Light on Mental Health in the 911 Industry
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
May is recognized as Mental Health Awareness Month, a time dedicated to raising awareness about the importance of mental health and fostering understanding and support for those facing mental health challenges. In the midst of this observance, it is crucial to acknowledge the unique demands and emotional toll experienced by professionals in the 911 industry. These unsung heroes work tirelessly to ensure public safety and well-being, often grappling with traumatic and distressing situations that can leave a lasting impact on their mental health.
I Watched the Boardwalk Open Up and Swallow the Driver
Tamar Wisemon
Documentation Manager
A pillar of gray smoke rose from the gaping hole in the boardwalk. All that could be seen of the driver was his bloody, balding head. “Send help immediately!” I cried into my mobile phone, “I think the car is going to blow up!”
Compassion Fatigue: Who Cares for the Caregivers?
Dru Clarke
Customer Training Manager
Compassion Fatigue (CF) was a term first coined in the healthcare field to describe the cost of caring for individuals who are charged to care for those in crisis or undergoing trauma. As 9-1-1 professionals we are the caregivers of the entire public safety ecosystem: from caller, to responder, stakeholders, to the community, and back to us internally, our service is a cobweb touching all facets of the industry.
Unlocking Procurement Efficiency: How Cooperative Contracts Streamline Technology Purchasing for Public Safety Answering Points
Chris Bordnick
Vice President of Business Development at NPPGov
Major technology procurement can be a daunting process for emergency call centers traditionally called Public Safety Answering Points (PSAPs). Leaders must carefully evaluate all options to make the best use of taxpayer dollars while navigating a complex procurement process.
Breaking Language Barriers in Emergency Calls: The Need for Immediate Language Identification and Translation
Alex Dizengof
Founder & Chief Technology Officer, Carbyne
In emergency situations, every second counts. The ability to communicate quickly and effectively can be the difference between life and death. According to the U.S. Census Bureau, 67 million people in America speak a language other than English at home, and that number is only expected to grow.
National Public Safety Telecommunicators Week: Honoring the Lifeline of Emergency Services
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
911 emergency services have been a lifeline for millions of Americans in times of need. When we dial the three-digit number, we expect to be connected to a professional who can send us help as quickly as possible. However, behind the scenes, a team of unsung heroes works tirelessly to ensure that the right resources are dispatched to the right location at the right time. These are the public safety telecommunicators, and we celebrate them during National Public Safety Telecommunicators Week.
Five Keys to Transforming your PSAP into a Cyber Fortress
Paresh Patel
VP of Information Security
As our world turns more and more towards technology, it’s important to consider the potential security threats that come with relying on technology for critical infrastructure. One area where these concerns are extremely pertinent is in the realm of 911 emergency services cyber security. 9-1-1 emergency services are the backbone of communication between civilians and emergency responders during times of crisis.
Never Upgrade to NG911 Without Addressing These Five Topics
Alex Gruber
Vice President of Product & Design
As technology continues to evolve, emergency response systems have also undergone significant changes over the years. Next Generation 911 (NG911) is the latest evolution of emergency communication systems that aims to improve response times and the quality of emergency services.
Resource Elasticity in Emergency Communications Centers
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
In a 9-1-1 center, managing resources and workforce is crucial to ensure that emergency services are delivered effectively and efficiently. However, emergencies and major incidents can occur at any time, requiring the need to scale resources up or down to handle the situation adequately. This is why having the ability to scale your workforce and resources is essential to ensure that emergency services can be provided in a timely and effective manner.
You Hold the Keys to Reclassification – A Call to Action
Sara Weston
PMP, ENP – Founder/Executive Director, 911der Women, Inc.
As 911 professionals, we often feel helpless in the pursuit of the “big” goals. The goals that seem so audacious that there is no clear path forward.
Imagery in Incident Response
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
911 call takers and dispatchers play a crucial role in emergency response, providing critical assistance and coordinating emergency services in times of crisis.
Is Candy Bar Security Giving our Nation’s PSAPs a False Sense of Protection?
Paresh Patel
VP of Information Security
Seventy one percent of hackers say they can breach the perimeter of a target within 10 hours according to experts attending Black Hat, Bsides, and DEFCON – some of the world’s foremost authorities on cybersecurity
9-1-1: A 55-Year Retrospective of Emergency Response in the United States
Dru Clarke
Customer Training Manager
One of the first things parents teach their children is how to dial 911 when an emergency occurs. The simplicity of this system has saved the lives of multitudes and continues to do so despite many challenges.
Six Ways Cloud Solutions are Helping Public Safety Agencies Reduce Costs
Daniel Limon
Chief of Staff
Four Thousand Five Hundred Sixty-Six – that’s the estimated number of 9-1-1 calls that would have been made during the time it takes you to read this article. Handling roughly a quarter-billion 9-1-1 calls annually is no small feat, and this responsibility falls on the broad shoulders of the roughly 6,000 Public Safety Answering Points (PSAPs) spread across 3,000+ counties nationwide.
Call Center Crisis Management: Planning for Disaster
Andrea King-Smith
Strategic CSM, Customer Engagement Lead
911 dispatchers spend every day responding to emergencies. Their job is to triage a situation and provide appropriate responders to the scene. But are they prepared to face a catastrophic event like a mass shooting, a Category 5 hurricane, or even a six-foot snowfall that shuts down an entire city (think Buffalo, NY in November 2022)? Disasters happen, but within the PSAP, failure is not an option.
Industry-Leading NPS Score of 94: What Customer Obsession Can Deliver
Eyal Oron
VP of Global Operations, Carbyne
For many products and services, one of the best predictors of business growth is the quality of the customer experience. In turn one of the best measures of customer experience is the Net Promoter Score, or NPS. The NPS score can range from -100 (all customers are detractors of your product) to +100 (all customers are promoters of your product)
How Carbyne Closed an Oversubscribed Series C in the Middle of Financial Market Turmoil
Rahul Sheth
Chief Financial Officer
This is a challenging year for tech companies, especially for entrepreneurs seeking funding for their next phase of growth. According to Pitchbook, VC funding was down 8% in the first six months of the year, driven by the sliding shares of mature tech companies. The NASDAQ composite index is down close to 25% through September. And yet, despite the liquidity crunch, Carbyne secured $56 million to invigorate the public safety industry with modern cloud-native technology.
9-8-8 Ushers in a New Dawn for Emergency Response
Dru Clarke
Customer Success Manager
While many of us realize the toll suicide and mental health take on our communities, the numbers are truly eye-opening. According to the Centers for Disease Control (CDC), over 1 million people per year attempt suicide, over 3 million make a plan for suicide, and over 12 million seriously think about suicide.
Diversity is About All of Us
Andrea King-Smith
Customer Success Manager
I first visited the Orleans Parish Communications District in October 2017. That’s when I met their fearless leader, Executive Director Tyrell Morris, MBA CPE. I knew from that first encounter he was a strong, innovative leader and I wanted to stay connected
How Carbyne Helped Orleans Parish Communication District (OPCD) Make Louisiana History
Lara Kelsey
Project Management Team Lead
While Hurricane Katrina left an indelible mark on all its survivors, the call-takers and dispatchers who heroically fielded 9-1-1 calls during the ordeal were forced to hear the nonstop sounds of fear turning into
Investing in the Transformation of Public Safety
Rahul Sheth
Chief Financial Officer
Funding the critical technology needs of our public safety heroes is more important than ever. In recognition of this need, federal and state governments are increasing funds to revolutionize mission-critical technology including some of the best emergency medical services software in the U.S.
Safety is a Corporate Leader’s Responsibility
Erez Tsur
President
Companies can choose to be the guardian angels when it comes to the safety of their most valuable asset – their people
9-8-8 and the New First Responder
Dru Clarke
Customer Success Manager
Imagine the following scene in your mind’s eye. A concerned citizen dials 911 for a man walking down the sidewalk talking to himself, he seems angry and aggressive to the caller.
Emergency Medicine for the Facetime Generation
Evan MacIntyre
B.S. NCEMT
On May 14, 2018, a young biology teacher named Marcus-David Peters who was experiencing a mental health crisis lost his life in a subsequent violent encounter with the Richmond Police.
Peering Into the Crystal Ball of Public Safety
Daniel Limon
Chief of Staff
The public safety world is unique in many ways. Success is measured by lives saved while standard business ROI metrics are secondary
Three Benefits of Carbyne Responder Connect which Transform Situational Awareness for Field Responders
Nitin Kartik
Director of Product Marketing
Three Benefits of Carbyne Responder Connect which Transform Situational Awareness for Field Responders
Eyes on the Scene: How Live Video from a Caller can Transform your Situational Awareness
Nitin Kartik
Director of Product Marketing
Although 86% of 9-1-1 calls are made through wireless devices according to the National 911 Progress Report, our heroes in uniform don’t have access to all the amazing modern technology that we take for granted at the palms of our hands
Doing More With Less - Workforce Management
Jason Klink
Customer Success Manager
Public safety staff numbers continue to decline, creating a short staffing situation in most public safety agencies. This article examines a few of the reasons for the current short staffing situations that are affecting the overall operations of our public safety agencies.
Talk When You Can, Text When You Can’t: The Power of Instant Messaging In Emergency Response
Nitin Kartik
Director of Product Marketing
While most of us use our phones on a daily basis, it appears that the percentage of time we spend actually talking on the phone seems to be going down month-over-month and year-over-year.
