County OKs trial subscription to Comms Coach hiring and training platform for 9-1-1 center

Kootenai County commissioners approved Sept. 23 an annual subscription to Comms Coach by GovWorks Inc., a platform county staff said will be used for recruiting, stress-testing applicants and AI-driven training and quality assurance at the county 9-1-1 center.

Lieutenant Howard presented the program to the Board, saying the platform offers broader candidate screening (including stress-evaluation modules), an AI training environment for call taking and dispatch scenarios, and a QA module that cross-checks center performance against policies and produces weekly reports. Howard said implementation would take roughly 90 days.

Howard told commissioners the company offered a substantial first-year discount to Kootenai County. "They've given us a very large discounted rate for the whole, all 3 programs. I think it was, dollars 30,000 as opposed to right around the $80,000 mark for the first year," Howard said.

Commissioners asked how the subscription would be funded and whether it was cancelable. Howard said some dedicated funds might cover a portion of initial training costs but that the bulk would be an operational expense the 9-1-1 budget could absorb this year; staff could add it to the FY27 budget if the trial proves successful. He said the county can discontinue the service at any time.

Howard and commissioners discussed expected benefits: faster screening of applicants, more realistic training 'reps' during downtime, and an organization-level QA/training program rather than focusing only on new hires.

Commissioners approved the subscription motion. Commissioner Eberlein, Commissioner Duncan and Chair Metairie each voted aye; the motion carried.