Beyond the Buzzword: What AI Really Means for 9-1-1
By: Casey Rives
For years, 9-1-1 professionals have been asked to carry more than most people realize.
More calls. More complexity. More documentation. More scrutiny. More emotional
weight. At the same time, many centers are navigating staffing shortages, burnout,
turnover, and the constant pressure to simply keep operations moving.
As someone who spent over a decade under the headset, I know what that feels like.
Today, working in public safety technology and serving in wellness advocacy, I’ve had
the opportunity to see our industry from a different perspective, but one thing remains
true: the people answering the calls are still carrying far too much.
That’s why conversations about artificial intelligence in 9-1-1 matter, but maybe not for
the reasons people assume.
AI has quickly become one of those buzzwords that gets thrown around everywhere.
Every vendor seems to be talking about it. Every product suddenly has it. And for many
in public safety, that creates more confusion than confidence.
What exactly is AI in this context? What is it actually doing? How does it affect my day-
to-day work? Is this helping me, watching me, or eventually replacing me?
Those are fair questions, and honestly, they should be expected. Especially in an
environment that is high-stress and met with constant unknowns on a daily basis.
In public safety, trust matters. This isn’t an industry where leaders can afford to adopt
technology just because it sounds innovative, and frontline professionals shouldn’t be
expected to embrace tools they don’t fully understand.
As vendors, we must acknowledge the importance of vendor relationships. Technology
partners have a responsibility to stop overcomplicating the conversation and to stop
leading with hype. We cannot keep saying “AI” as if that alone explains value – you
need to understand the industry, the pain points and the daily challenges before you can
explain the value in a way that truly makes sense.
Show a supervisor how automation could reduce hours of manual quality review so they
can spend more time coaching and recognizing strong performance. Show a
telecommunicator how technology might remove repetitive administrative burdens
instead of adding another screen or another login. Show leadership how better visibility
into trends can help identify challenges earlier, before issues become crises.
If the people using the technology can’t clearly understand what it does, how it works,
and how it helps them, fear of the unknown will naturally take over. And that fear is not
irrational.
Public safety professionals have spent years adapting to change, often while already
stretched thin. The last thing they need is another technology initiative that feels like it’s
being done to them instead of with them.
That was one of the most important takeaways from our recent APCO webinar,
Excellence in AI: What AI Adoption Can Teach Us.
The most meaningful part of the conversation wasn’t simply talking about what AI can
do. It was hearing from real leaders like Becky and Heather, who are actively navigating
these changes in their own centers and doing so with their teams at the center of the
conversation.
Because successful implementation is never just about the technology itself. It’s about
transparency, trust, education, and communication.
When teams understand why a tool is being introduced, what problem it solves, and
how it supports their role, adoption becomes a very different conversation. The
transparency of the process matters. Our teams should never show up to work one day
and be surprised by a new piece of technology in their center. That means technology
was implemented without input from those using it – so how will we know it will even
work the way it needs to? And how can we expect successful adoption without
engagement from those who will be using it.
I truly believe that AI has the potential to genuinely help 9-1-1. Not by removing the
human element, but by protecting it.
Many PSAPs operate in a constant state of reaction. Leaders are responding to staffing
shortages, burnout, quality concerns, retention challenges, and day-to-day operational
demands that leave very little room for proactive leadership.
Technology, when implemented thoughtfully, can help create that room.
It can reduce manual burdens, surface trends leaders may not otherwise see, support
more consistent coaching, and even create opportunities for recognition that often get
lost when everyone is just trying to survive the shift.
Because this isn’t really about AI.
It’s about whether we continue asking humans to carry everything alone.
For too long, 9-1-1 professionals have been expected to “just make it work,” no matter
how heavy the workload or how complex the environment became.
AI won’t solve every challenge in public safety, and it shouldn’t be treated as a magic
fix. But when technology is introduced responsibly, explained clearly, and built around
the real needs of the people answering the calls, it can help move our industry from
reactive to proactive.
And that shift isn’t about replacing the human.
It’s about finally supporting them the way they’ve always deserved.
What do you think: does AI have a place in 9-1-1?
Absolutely, whatever helps lessen the burden!
No, I think it will require too much oversight
No, but for another reason(s)
I'm still unsure
Join in the conversation and share more of your thoughts and opinions, or even ask a question!
ABOUT THE AUTHOR
Casey Rives is a Client Solutions Consultant for Critical Insights AI at Eventide Communications, bringing more than a decade of experience as a 9-1-1 telecommunicator and police liaison to her work in public safety technology. After 11 years behind the headset, Casey now focuses on helping emergency communications centers use technology and AI in ways that support, not replace, the people doing the work. She is passionate about telecommunicator wellness, purposeful innovation, and ensuring the human side of 9-1-1 remains at the center of an increasingly technology-driven industry. Casey also serves as Co-Chair of the National NENA Wellness Committee and on the ICCRA Advisory Board. Her personal mission is simple: helping from the other side of the headset.
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