Director reports Comms Coach AI training, certifications and RapidSOS plans
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Summary
The ECC director reported adoption of "Comms Coach by GovWorks" for AI-based training and QA, cited an award at the Indiana Digital Government Summit, listed staff certifications, and said the center aims to deploy RapidSOS and a new voice recorder this year.
At the inaugural Jefferson County 9-1-1 Advisory Board meeting, the center's director described recent technology and training upgrades intended to strengthen dispatcher performance and incident response.
Brandon said the center acquired "Comms Coach by GovWorks," calling it "an AI based, QA, QI program" that provides graded simulations so dispatchers can practice and receive near-instant feedback. He said the project won a "best local project" award at the Indiana Digital Government Summit and that the agency served as the state's flagship implementation for the tool.
Brandon listed personnel and certification progress: two people hold a center manager certification (himself and Emily Kirchabal), five dispatchers have an "excellence in dispatch" certification (Emily Kirchabal, Stacy Sams, Savannah Knight, Russell Stallard and Marie Dunning), and Emily Ratliff is in progress toward certification.
On equipment and data tools, Brandon said the center is installing a new voice recorder and hopes to deploy RapidSOS this year to capture emergency locations more precisely. When asked about whether data used by the AI would leave agency control, Brandon said data provided to the vendor is subject to public-records discoverability.
Why it matters: graded simulations and QA can shorten the training curve for rookie dispatchers and provide objective measures for continuous improvement; RapidSOS aims to reduce location uncertainty on 9-1-1 calls.
Next steps: the center will continue certifications, finish the voice-recording installation and pursue RapidSOS deployment; Emily Kirchabal will chair a best-practices group for AI integration into ECC/PSAP operations.
