NG9-1-1: Challenges and Solutions for EMS

NG9-1-1 is poised to move from state-of-the-art to state-of-the-industry for first responder dispatchers. What challenges does this poise for EMS agencies?

NG9-1-1 is poised to move from state-of-the-art to state-of-the-industry for first responder dispatchers. What challenges does this poise for EMS agencies? What solutions exist to ease their NG9-1-1 pain?

To explore such a solution, EMS World spoke with Bill Pryor, director of public safety for Verint Systems. The company's new Impact 360 for Public Safety Powered by Audiolog software package is designed to help dispatchers cope with NG9-1-1.

EMS World: What challenges exist with NG9-1-1 for EMS?

Pryor: Challenges will lie in quickly determining which incoming information is relevant to the case at hand. Responders will be tasked with retrieving the variety of information entering the agency, making sense of the data and analyzing and using it to quickly determine which resources fit each situational need. As a result of this fast-paced decision-making, other challenges can emerge in the areas of liability, and whether a responder adequately interpreted the data at hand.

Other broader challenges exist in market perception, and educating the public about the technology's capabilities and intended uses. Surveys have shown that nearly 80% of young adults believe they can contact emergency services via text. The unfortunate reality is that currently very few PSAPs are equipped to handle this type of communication.

But the good news is that many are moving in this direction and technology available from companies such as Verint can help ease that transition. Through the use of analytics from Verint, organizations can understand and make decisions faster. The software's added training capabilities help enable responders to learn how to be more proficient on new channels and more well-versed in managing new media data coming into their centers.

EMS World: How does your new product address these issues?

Pryor: In addition to its core multimedia recording and QA capabilities, Verint's Impact 360 for Public Safety Powered by Audiolog solution features robust functionality for speech analytics, workload forecasting, staff scheduling, employee coaching and training, and citizen surveys to help agencies and PSAPs enhance performance and meet new challenges arising from NG9-1-1. Further, emergency dispatch facilities, 9-1-1 centers and other public safety organizations need to evaluate call taker and dispatcher performance to provide coaching and training, particularly as new systems, processes and requirements evolve from NG9-1-1.

In addition, the solution features robust, new incident reconstruction capabilities in the form of a network-friendly, browser-based replay and incident reconstruction tool. Designed to mine, structure and manage large volumes of multichannel interactions, it arms PSAPs and first responders with an integrated dashboard that unites multiple points of data in a rapid, efficient and actionable manner. For today's agencies, that translates into the ability to reconstruct incidents and better understand the chain of events; increase situational awareness; facilitate faster, smarter investigations and response; reduce liability; and expedite investigations.

EMS World: What does Impact 360 offer to support incident reconstruction, and why does this matter?

Pryor: The Verint public safety solution enables PSAPs and emergency communication centers to observe information and data points in a timeline, as well as collect and store the data in an organized format. Importing such information, documents and files into a re-creation tool allows users to build a complete view of the incident. PSAPs or forensic investigators have the ability to later employ these complete views to analyze and improve responses to incidents by looking at it from all angles.

EMS World: How does your product deal with staff performance monitoring and training?

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