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Norwalk council hears Westcom report on 911 upgrades, staffing challenges
Summary
Westcom chief reviewed 2024 technology upgrades, new CAD-to-CAD data sharing with neighboring agencies, translation costs and staffing turnover ahead of National Public Safety Telecommunicators Week.
Chief Mento of Westcom told the Norwalk City Council on March 6 that the regional public-safety communications center completed a full upgrade of its 911 telephone system in 2024 and is preparing for further automation and translation capabilities later this year.
The presentation outlined technology and workload changes and raised staffing and facility challenges. "We upgraded the entire 911 telephone system to the latest version. Now it gives us text-to-911...we're looking forward to the next upgrade later this year, which should give us automated voice recognition and translation," Chief Mento said.
The nut of the report was Westcom's combined push on technology and workforce: it recently completed a computer-aided dispatch (CAD) software…
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