Dispatch Council approves AI software for enhanced 911 call reviews and training

The Grand Island City Council has taken a significant step towards enhancing emergency response services by approving the implementation of a new AI-driven quality review and training software for the 9-1-1 dispatch system. The decision, made during the council meeting on March 25, 2025, aims to improve call monitoring and dispatcher training, ultimately benefiting the community's safety and service efficiency.

The software, known as GovWorks Comms Coach, utilizes artificial intelligence to analyze recorded calls and radio communications. This innovative tool will allow dispatchers to review all calls, rather than the current practice of evaluating only a small percentage due to staffing limitations. Currently, senior dispatchers spend 15 to 20 minutes reviewing each call, which restricts their ability to assess the quality of service comprehensively. With the new system, the council anticipates a dramatic increase in the number of calls reviewed, potentially reaching up to 50% of all calls.

In addition to post-call reviews, the AI software will serve as a training aid for new dispatchers. It can simulate various emergency scenarios, providing realistic training experiences that were previously unattainable. For instance, dispatchers can practice handling calls from a simulated 10-year-old girl reporting a home invasion, allowing them to develop their skills in a controlled environment.

Council members expressed enthusiasm about the software's potential. They highlighted its ability to streamline operations and improve the quality of emergency responses. The AI system will also generate statistical reports for dispatchers and supervisors, ensuring that performance feedback is readily available and actionable.

Importantly, all data generated by the software will remain internal, ensuring the privacy and security of sensitive information. The council emphasized that the recordings and data will be stored locally, with no external access, addressing concerns about data security.

As the city moves forward with this technological advancement, the council believes it will not only enhance the efficiency of the dispatch system but also contribute to the overall safety and well-being of Grand Island residents. The implementation of the GovWorks Comms Coach software marks a proactive approach to modernizing emergency services and ensuring that dispatchers are well-equipped to handle the challenges of their critical roles.