Dickinson County approves purchase of Comms Coach training software for 9-1-1 dispatch

Dickinson County commissioners voted to approve purchase of Comms Coach, a subscription service to provide near-real-time quality assurance and call-simulation training for the county 9-1-1 dispatch center.

The county approved the annual subscription, which county staff said will cost $13,450 a year and be paid from the county's dedicated 9-1-1 fund rather than the general fund. The subscription price includes a $3,500 payment to EquiTur (the county's call-recording vendor) for integration services; county staff cautioned that EquiTur's future fees are not guaranteed by Comms Coach.

County staff said the system will automatically review calls and provide feedback to dispatchers within about 20 minutes of an incident, shortening a feedback loop that often stretched days or weeks. "This program will, on the quality assurance side, what we call QA, basically go back and review every call that we take within 20 minutes," Amber, a 9-1-1 staff member, told the commission. "Dispatchers can get that feedback if there's something that needs to be corrected right away."

The county's 9-1-1 fund balance was described as "over a $100,000"; staff said the expense would be allowable from that fund because the purchase supports training and quality assurance for emergency communications. Amber told commissioners the vendor also offers call-simulation exercises that could let trainees practice high-priority calls they may seldom see in day-to-day shifts: "...some of our dispatchers don't ever see those high priority calls... this is just some example of what good things this program could bring to us..."

Commissioners discussed program sustainability and competition. A commissioner asked whether the annual fee was sustainable; staff replied the subscription and recurring costs would continue to come from the 9-1-1 fund and would not require general-fund support. Commissioners also asked whether alternative vendors were available; Amber said she knew of two other companies but that their price tags were significantly higher.

A motion to approve the purchase passed after a voice vote. The minutes record the board's action as: "Consider purchase of Comms Coach subscription for 9-1-1 dispatch; approve purchase, to be paid from 9-1-1 fund." The record shows the motion carried.

County staff said the subscription is renewable annually and not locked into a long-term contract, allowing the county to discontinue the service if it proves not to be cost-effective. Staff also said the product integrates with the county's existing EquiTur recorder to make searches and QA easier.

Commissioners directed staff to complete the purchase paperwork and sign the subscription contract. The purchase was handled during the regular meeting's business session; no separate public hearing was required.