The coronavirus pandemic seared the landscape of public safety like lava, changing the landscape its wake and tasking public agencies to work hard to understand and adapt to this new reality.
The challenges we faced in 2019 haven’t disappeared, but allmost three years later we are confronted by new ones. So how can public safety agencies adapt and thrive as we move into 2023?
Improving technology
Although the pandemic slowed the transition to Next Generation (NG911), telecommunications providers and emergency communications centers are still working to upgrade their systems to meet NG911 demands. With NG911, multiple forms of data can be submitted to a dispatch center (e.g., text, images, and video) to provide public safety stakeholders with a more complete picture of an emerging situation and better informs first responders.
However, to enable these capabilities, decades-old technology must be upgraded and agencies should provide their teams with information on next-gen technology requirements as well as roadmaps for their adoption. Moreover, public safety industry leaders, governing bodies, and communities need to be informed, get involved, and stay engaged to accomplish this task.
Another next-gen technology consideration is cyber security. Many 911 centers have been hit with ransomware and other cyberattacks over the last five years, making it critical to enhance cybersecurity technology so public safety agencies are less vulnerable to these evolving threats.
Responding to staffing challenges
You may have great technology, but who’s running it? Staffing shortages are at a critical stage for dispatch centers, first responders, and law enforcement as the pandemic brought with it a wave of retirements but not an equal number of new recruits.
It can be hard to attract new talent to the industry. Public safety jobs are stressful and under constant pressure and community scrutiny, and political issues can further impact their work. What’s more, the training is long and arduous and the people doing the work now are tiring from constant overtime requirements and short-staffed shifts. Short staffing and long shifts can lead to errors, which increases stress … and the cycle continues.
So, how can critical staffing issues be addressed? Some centers are considering hiring full-time recruiters, while others are offering increased benefits. Still, both solutions rely on receiving applicants in the first place; and in some centers, no one is applying.
Fortunately, it’s possible to deploy technology to lessen the burden on staff. Assistive artificial intelligence (A.I.) and machine learning offered in solutions such as HxGN OnCall Dispatch | Smart Advisor offer constant situational assessment and fill operational blind spots. Smart Advisor is virtual user assistance but does not replace human decision-making.
A new way to work?
Cloud-based technologies create new ways to work. Theoretically, if your technology doesn’t have to be on premises, neither does your workforce. During the pandemic, several U.S.-based agencies began call-taking from home to prevent the spread of illness and increase worker retention. And in a world where many jobs have become remote, emergency communications centers need to explore safe and secure ways to create remote positions that meet the demands of today’s workforce.
Hexagon can help
Whether you’re considering a CAD upgrade, exploring RMS solutions, or considering collaboration tools with A.I. capabilities, Hexagon can help. Contact Hexagon to begin your partnership today.
