Resources
Blogs
Compassion Fatigue Who Cares for the Caregivers?
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…
Unlocking Procurement Efficiency: How Cooperative Contracts Streamline Technology Purchasing for Public Safety Answering Points
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…
Breaking Language Barriers in Emergency Calls: The Need for Immediate Language Identification and Translation
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…
National Public Safety Telecommunicators Week: Honoring the Lifeline of Emergency Services
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….
Five Keys to Transforming your PSAP into a Cyber Fortress
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…
Never Upgrade to NG911 Without Addressing These Five Topics
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…
Resource Elasticity in Emergency Communications Centers
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…
You Hold the Keys to Reclassification – A Call to Action
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. We feel overwhelmed as we sit in our centers or in…
Imagery in Incident Response
911 call takers and dispatchers play a crucial role in emergency response, providing critical assistance and coordinating emergency services in times of crisis. They are the first point of contact for many people in distress, and their ability…
Is Candy Bar Security Giving our Nation’s PSAPs a False Sense of Protection?
Seventy one percent of hackers say they can breach the perimeter of a target within 10 hours[1] according to experts attending Black Hat, Bsides, and DEFCON – some of the world’s foremost authorities on cybersecurity. This challenge is especially…
9-1-1: A 55-Year Retrospective of Emergency Response in the United States
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
Four Thousand Five Hundred Sixty-Six – that’s the estimated number of 9-1-1 calls that will have been made during the time it takes you to read this article[1]. Handling roughly a quarter-billion 9-1-1 calls annually is no small…
Call Center Crisis Management: Planning for Disaster
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…
Industry-Leading NPS Score of 94: What Customer Obsession Can Deliver
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…
How Carbyne Closed an Oversubscribed Series C in the Middle of Financial Market Turmoil
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…
9-8-8 Ushers in a New Dawn for Emergency Response
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…