Using Admin Assist to Manage Non-Emergency Call Load
Every ring matters inside a PSAP. But let’s be honest: most of those rings aren’t a house fire or a cardiac arrest. They’re non-emergency calls about fireworks, power outages, stray animals, or parking complaints. Important, sure, but critical emergencies shouldn’t have to compete with them for a telecommunicator’s undivided attention.
The problem is that they all converge in the same place. Call takers are answering both admin and emergency calls. And with 82% of emergency communication centers reporting they’re understaffed, it’s no wonder telecommunicators are overwhelmed. Mandatory overtime has become standard, burnout is rampant, and staff are left trying to keep their heads above water while the queue keeps growing.
That’s where Admin Assist comes in.
The 911 Staffing Crisis Is Real
Staffing shortages aren’t a “someday” problem. They’re the number-one issue ECCs face today. In fact, surveys show that non-emergency calls make up 60 to 75 percent of total call volume. That means most of the calls eating up telecommunicator time aren’t even emergencies.
Add that to the fact that 75% of staff report symptoms of burnout, like fatigue and anxiety, and you start to see the scale of the problem. It’s not just hard to hire new telecommunicators, it’s hard to keep the ones you already have.
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The bottom line: if centers don’t find a way to handle non-emergency calls differently, the staffing crisis will only get worse.
What Happens When You Can’t Answer Every Call
Here’s the ugly truth: every missed admin call doesn’t just go away. More often than not, it turns into a repeat call—calls that ultimately get answered by emergency call takers. Frustrated citizens hit redial until someone answers, which only clogs up the system even more.
And when telecommunicators spend time handling routine complaints, their focus is split. That’s when delays start creeping into real emergencies. Even a few minutes can change the outcome for someone waiting on an ambulance, a fire truck, or a police unit.
It’s a vicious cycle: more calls, more overtime, more stress, and fewer people to do the job.
Why Virtual Agents Are Built for This Moment
This is precisely the type of problem AI virtual agents are meant to solve. Carbyne’s Admin Assist is designed to answer non-emergency calls instantly and can handle an unlimited range of topics, based on the information (PDFs, documents, slides, and more) agencies upload to the system. Citizens will be able to receive quick responses for issues such as lost pets, noise complaints, or trash collection, without tying up a human telecommunicator who is responding to an emergency call.
And here’s the key difference: if a call needs to escalate to a live telecommunicator, Admin Assist passes along the entire conversation history. The telecommunicator sees the context and doesn’t have to make the caller repeat themselves. That continuity matters. It saves time, reduces frustration, and maintains a professional and efficient experience.
Real Relief for Overwhelmed Telecommunicators
Imagine what happens when even half of those non-emergency calls never hit a human queue. Suddenly, telecommunicators have the breathing room to focus on the real emergencies. Staff morale improves when they feel like they’re not drowning in calls. And directors can finally show their teams that there’s light at the end of the tunnel.
This isn’t about replacing people. It’s about protecting them. Admin Assist gives telecommunicators back the time and focus they need to do the job only they can do.
Why Communities Notice the Difference
The benefits aren’t just internal. Citizens notice too. When callers don’t sit on hold or get bounced around between departments, trust in the 911 center grows. Instead of waiting endlessly to ask about a power outage, they can get an answer right away.
And when residents feel their concerns are addressed quickly, even if they aren’t emergencies, they’re less likely to clog up the 911 line again. That means fewer repeat calls, shorter queues, and faster response for true emergencies.
From Survival Mode to Sustainability
Most 911 centers have been in survival mode for too long. Directors and managers know it. Telecommunicators feel it every day. The staffing crisis isn’t going away, which is why technology like Admin Assist has become a necessity, not a nice-to-have.
By taking the load of non-emergency calls off human shoulders, Admin Assist helps centers move from crisis management into a more sustainable way of working. It’s about building resilience, protecting staff from burnout, and making sure every emergency call gets answered.
Don’t Wait for the Next Staffing Crisis
Staffing shortages won’t magically fix themselves. But the tools to make the job easier are already here. Admin Assist can serve as a safety net for emergency communication centers. It’s designed to give your team the bandwidth to focus where it matters most, and reassure your community that every call counts.Don’t wait for the next staffing crisis. Discover how Admin Assist can safeguard your team and community.