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Emergency Communications launches watch desk, AI nonemergency calls handling and public-safety clinician
Summary
Jada Lee, director of Emergency Communications and Citizen Services, described a new watch desk for situational awareness, an Amazon Connect AI auto attendant that now handles about 45% of nonemergency calls, and the hiring of an on-staff public-safety clinician to improve retention and responder support.
Jada Lee, director of Emergency Communications and Citizen Services (ECCS), briefed City Council on May 6 about operational changes in 9-1-1 and nonemergency call handling and workforce support.
Lee said ECCS opened a watch desk in August 2024 to provide situational awareness, push emergency notifications and free 9-1-1 supervisors to manage incidents. The watch desk currently operates from 5:30 a.m. to 10:30 p.m. with four full-time staff; Lee…
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