Blogs

In the vast and often invisible realm of public safety, the heroes under the 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.

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.

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.
I’ve been working in customer services roles for over 10 years and one of the things that drew me to work at Carbyne is how the organization embraces a suite of standards and best practices that guarantee we are supporting our customers effectively and that the services they provide are always available.

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. Unlike most traditional Disney movies, the villain was not a witch, a sea monster, or a shadow man, it was the internal Madrigal family. The protagonist and the antagonist were one in the same, and while the billboard chart topping hit “We Don’t Talk About Bruno” quickly became a favorite, it hit a little close to home for me.

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.

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 (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. We are the first of the first responder; the first care providers delivering emergency medical instructions, pre-arrival instructions, and sometimes just actively listening to create caring space. That caring space over the phone is crucial for talking to callers on their worst day, and speaking to some on their very last day. Callers like Debra Stevens of Arkansas who spent her last 22 minutes in fear of drowning in her car during swift water rain. The dispatcher repeatedly scolds her saying it’s her fault, shut up, stop freaking out you’re not going to die. Debbie died in that incident August 24th 2019 as a casualty of compassion fatigue. But compassion fatigue is a symptom, not the root cause of systemic service degradation.

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. 

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. Unfortunately, most non-English speaking 9-1-1 callers often must wait 5-10 minutes to get help in their native language.  The need for immediate language identification and translation during emergency calls has become more critical than ever.

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