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 panic, which time may never fully heal. And while many moons have elapsed since those harrowing days, based on NOAA (National Oceanic and Atmospheric Administration) data from the past quarter century, the likelihood of New Orleans experiencing a tropical cyclone in any given year is pegged at a staggering 92%. It’s not a question of “if” the 9-1-1 capabilities of New Orleans will be tested to their limits again, it is a question of “when”.
Through my experience, I have been privileged to work with the New Orleans 9-1-1 authority – Orleans Parish Communication District (OPCD) – for over 10 years during my time at Intrado, Motorola, and now at Carbyne. This experience gives me a unique perspective on the challenges and opportunities that lie ahead for OPCD. Among the many challenges faced by OPCD are natural disasters, preparedness for the 450 annual festivals and events, system hardware and software maintenance, and remote work necessities to name a few. And unlike many other Public Safety Answering Points (PSAPs) who are apprehensive when it comes to adopting new technology to address these challenges, OPCD personnel compete with each other to be the first to use new technology when made available.
To address these challenges and more, in June 2022, OPCD made available to their personnel transformational new technology in the form of Carbyne APEX, the #1 cloud-native 9-1-1 call handling solution in the industry. With this new technology, OPCD became the first anytime, anywhere PSAP in Louisiana with the ability to handle 9-1-1 calls remotely, either safely away from natural disasters, or closer to festivals and events to provide better emergency response.
Remote work capabilities also allow OPCD to address staffing shortages due to illness, child-care, car-trouble, and other reasons. Carbyne APEX also provides OPCD the ability to see live caller video, pinpoint caller location, and communicate with the caller using silent instant messaging. Another great feature OPCD is benefiting from is the Wallboard, which enables OPCD to visualize key metrics like call waiting time, all on a single screen. With Carbyne, OPCD also benefits from regular complimentary software upgrades, so their next update is only weeks away, not years away.
With all these new capabilities, OPCD should be very proud of their accomplishments, because they are ready for what the future brings. And the citizens of New Orleans can rest assured that their 9-1-1 authority will forever be their guardian angel, so they can, as the saying goes, “Laissez les bon temps rouler!”
Whether you are a caller, a call-taker, dispatcher, police officer, firefighter, or paramedic, Carbyne is committed to providing you the best cloud-native emergency call handling platform so you are ready for whatever the day may bring, because every person counts.
Carbyne (Headquartered in New York, NY) is a leading global provider of cloud-native mission-critical contact center solutions. Carbyne is one of the largest rich-data providers for emergency response centers, delivering over 250M data points per year all in a unified platform. Our technologies enable emergency contact centers and select enterprises to connect with callers as well as connected devices via highly secure communication channels without needing to download a consumer app. With a mission to redefine emergency collaboration and connect the dots between people, enterprises and governments, Carbyne provides a unified cloud native solution that provides live actionable data that can lead to more efficient and transparent operations and ultimately save lives. With Carbyne, every person counts.