Introducing our new series, RapidDeploy's Agents on a Mission! 🌟  

RapidDeploy wants you to meet the incredible team members who make our mission matter. Last month we featured Lemanja Mears, our talented technical writer on our product team. We encourage you to go back and check it out if you missed it.  

This month we are putting the spotlight on Chris Guerrero, our customer success manager who is the ultimate team player. Chris recently joined guest presenter Karen Sutherland from the Scottsdale Police Department on our webinar on ECC Messaging and Interoperability and you can find him traveling up and down the west coast visiting customers and PSAPS across California and Arizona. Chris recently joined the dedicated community of professionals at CalNENA this past Friday in Palm Springs, and had the opportunity to share updates on behalf of RapidDeploy while making new connections. Chris is always on the go!

Get to know Chris as he shares more about his experience working at RapidDeploy over the last two years on the customer experience team.
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Q: Can you tell us a little about yourself and your role at RapidDeploy?
Hey, I’m Chris! I’ve been with RapidDeploy for just over two years as a Customer Success Manager as a part of the Customer Experience team. Coming from a PSAP background, I’ve always been passionate about the 911 community. My role gives me the ability to share tools and resources that truly make a difference in the day-to-day work of telecommunicators and PSAPs. That’s what I love most—knowing we’re making their jobs a little easier.

Q: What have been some of your most memorable projects at RapidDeploy?
Working with the Arizona 911 team has definitely been a highlight. Over 18 months, I visited every comm center in the state, training teams and helping them adopt our tools. Not only did I get to work alongside the Arizona community, but I also got to experience the beauty of the state. Looking back, I’m proud of everything we accomplished together and am excited about the future of collaborating with the state.

Q: Can you share more about your work in California?
I’ve been working on the Data Information Sharing (DIS) project with Cal OES and it’s been an absolute pleasure. I’ve been fortunate to meet some amazing people across California while working on this project. We’ve partnered with Rave Mobile Safety to help 911 centers share critical information more seamlessly. It’s been incredible to see firsthand how DIS is improving collaboration between agencies and it’s inspiring to see how committed everyone is to improving public safety.

Q: What has your experience been like working with stakeholders across the country?
It’s been an amazing journey. I’ve had the opportunity to work in Arizona, California, and beyond, building lasting relationships with so many talented people. It’s especially rewarding to help connect stakeholders and see the positive impact of our collaborations on the 911 community.

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Q: What’s the culture like at RapidDeploy?
The culture at RapidDeploy is one of its greatest strengths. As an openly gay man, I feel fully supported, and there’s a strong sense of belonging. It’s a place where everyone’s ideas are valued, and you feel empowered to be creative and innovative. Despite being a remote company, with work and projects sometimes spanning across different countries, we maintain strong connections with our team.

Q: What’s one of your favorite memories working at RapidDeploy?
One of my favorite moments was visiting Austin, Texas, and meeting the team in person. I got to visit the Selena Museum with a colleague, which was a dream come true as a huge Selena fan! It’s these personal connections that make working at RapidDeploy feel like being part of something bigger than just a job.

Q: How do you stay engaged with the team and company activities?
I’m really involved in our employee engagement activities. This includes helping organize our Halloween costume contest and collaborating with our HR team in the United States and South Africa on virtual games. These events keep our remote culture lively and connected and I love being part of it!

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Virtual Halloween Costume Contest: Top Gun and Honey Bun

Thanks Chris for being a part of our Agents on a Mission! Stay tuned for our next mission-seeker coming in October.

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National Situational Awareness Day, observed annually on September 26th, serves as a reminder of the critical importance of staying aware of our surroundings, particularly in emergency situations. First recognized in 2016, this day highlights the concept of situational awareness—a skill that involves perceiving, understanding, and predicting events in one’s environment to ensure safety. For first responders, emergency personnel, and everyday citizens, situational awareness is essential for preventing harm and making quick, informed decisions in times of crisis. As technology continues to advance, enhancing situational awareness through innovative tools has become vital to improving public safety and emergency response efforts worldwide.

For first responders and Emergency Communication Centers (ECCs), situational awareness is not just a concept—it’s a critical factor that can mean the difference between life and death. In emergency situations, having a clear, real-time understanding of the environment enables responders to make rapid, accurate decisions. Whether it’s tracking the precise location of a 911 caller, coordinating multiple agencies during a large-scale event, or assessing potential threats in a rapidly changing situation, situational awareness allows teams to anticipate risks, allocate resources effectively, and ultimately save lives. Without it, response times can lag, critical details can be missed, and the safety of both responders and the public is put at risk.

At RapidDeploy, our mission is to save lives by reducing response times, and we understand that empowering first responders with enhanced situational awareness is key to achieving that goal. In honor of National Situational Awareness Day, we want to celebrate and showcase the incredible work of our customers who have used RapidDeploy's NG911 technology to improve situational awareness during emergencies and, in turn, help save more lives.

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RapidDeploy Enables Emergency Response to School Shooting Threats in Carter County, Tennessee

Earlier this year, Tennessee’s Carter County 911 faced a tense situation when they received a series of dropped 911 calls from a phone with no caller ID, threatening a school shooting. Using RapidDeploy’s Radius Mapping technology, telecommunicators were able to pinpoint the location of the caller in real-time, leading them to Happy Valley High School. This rapid identification enabled a coordinated lockdown of multiple schools within the district and the quick apprehension of the suspects within 24 hours. The precise location tracking through RapidDeploy was credited as being instrumental in preventing a potential tragedy.

When it comes to school safety, it is vital to have the right tools at your fingertips when every second counts. With RapidDeploy’s Radius Mapping technology, telecommunicators weren’t just reacting—they were taking proactive steps to track and pinpoint multiple dropped calls, and those actions ultimately kept their community safe. This is a great example of how having accurate, real-time information and situational awareness can completely change the outcome of an emergency.

Download the full case study to dive deeper into how RapidDeploy's tools played a critical role in this emergency response.

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Radius Mapping Serves as a Lifeline During Outage in Cherokee County, South Carolina

Cherokee County 911 in South Carolina encountered a critical challenge when their call system experienced an outage during peak hours. Despite the system failure, RapidDeploy’s Radius Mapping allowed telecommunicators to see 911 calls as they came in and were plotted on the map, even when live calls couldn’t be received. By using mobile signal data, telecommunicators were able to initiate calls and texts, ensuring that emergency response efforts continued without disruption. Over 30 emergency situations were successfully managed during this outage, demonstrating how technology can maintain situational awareness under extreme conditions.

Outages are every 911 center’s worst nightmare, but the team in Cherokee County showed how staying calm and having the right tools can keep things running smoothly, even in a worst-case scenario when a 911 system is down. RapidDeploy’s Radius Mapping platform turned a potentially chaotic situation into one where telecommunicators could still manage emergencies effectively. It’s a powerful reminder that situational awareness isn’t just about what you can see—it’s about what you can do with the information you have.

Download the full case study to learn more about how RapidDeploy helped manage this emergency during the system outage.

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RapidDeploy Supports Arizona During Super Bowl LVII

Large-scale events like the Super Bowl require flawless coordination between multiple public safety agencies. During Super Bowl LVII in 2023, RapidDeploy’s Radius Mapping technology was utilized to provide a unified map that plotted 911 calls with detailed stadium floor plans. This solution enabled various emergency teams to access the exact locations of incidents inside, and in the immediate surrounding area, of the stadium and to quickly coordinate responses, even when dealing with high call volumes. The ability to provide instant situational awareness across different agencies working together to keep the public safe during this huge event ensured a safe experience for thousands of attendees.

When you think about an event as massive as the Super Bowl, the stakes for emergency response are incredibly high. With Arizona hosting this event, having all agencies on the same page with RapidDeploy’s unified map made a huge difference in coordinating response. Public safety during a large-scale event is not just about responding to calls—it’s about having the situational awareness to see the big picture, anticipate needs, and make sure that everyone from the call center to the field is in sync. That’s what keeps everyone safe, from the fans to the first responders.

Download the full case study to discover how RapidDeploy’s solutions ensured safety at Super Bowl LVII.

RapidDeploy Interagency Chat Enables Swift Response to Potential Active Shooter Incident in Arizona

In August 2024, the Scottsdale Police Department received a flood of calls about a potential active shooter situation at a grocery store. With multiple agencies involved, traditional communication channels between responding agencies could have caused delays and slowed response. However, using RapidDeploy’s Interagency Chat tool within the Radius Mapping platform, critical information was instantly shared across agencies using Radius Mapping. This real-time coordination allowed law enforcement to exchange information quickly and use that information to stabilize the situation, effectively preventing further escalation.

In high-stress situations like an active shooter threat, every moment matters. The Interagency Chat tool within Radius Mapping was invaluable during this incident because it helped to cut through the noise and provide vital information to responders—immediately. This is what situational awareness looks like in action: seamless communication that leads to quick, decisive action. It’s about making sure everyone has what they need to keep their communities safe.

Download the full case study to see how RapidDeploy’s Interagency Chat tool made a difference in this critical emergency.  

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These case studies highlight how NG911 technology is transforming emergency response by enhancing situational awareness. Whether it's locating a hidden threat, managing communication during large events, or overcoming technical challenges, the right tools enable emergency teams to act swiftly and effectively.  

On National Situational Awareness Day, let’s celebrate and recognize the vital role that first responders and technology plays in keeping our communities safe.

Managing emergency response for live events—be it a concert, parade, or a large-scale stadium event like the Superbowl—comes with unique challenges that test the limits of both emergency response teams and the technology they use. The stakes are high, requiring careful coordination, proactive planning, and quick decision-making, all while managing the safety of thousands––if not millions––of attendees.

With the emergence of Next Generation 911 (NG911) technology, these challenges can be tackled more effectively than ever before. From integrating Geographic Information System (GIS) data to facilitating real-time communication across multiple agencies, NG911 is transforming how emergency response teams operate during high-stakes live events. This blog post will discuss common challenges and strategies for building effective emergency response plans, drawing from real-world examples like the Superbowl LVII and the Waste Management Phoenix Open in 2023.
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The Challenges of Emergency Response at Live Events

Large-scale events are notorious for posing complex and varied emergency response challenges, from managing large crowds to ensuring that communication systems are in sync.  

Some of the primary challenges emergency responders face include:

1. Communication Breakdown: Ensuring smooth communication between emergency teams can be difficult during chaotic live events. The massive amount of information exchanged across disciplines—police, fire, medical services, and even federal agencies—can lead to communication bottlenecks or miscommunication. The sheer noise and data influx during events can result in delayed or inaccurate responses.

2. Situational Awareness: Live events move fast, and emergency responders need real-time updates to stay informed about the situation as it unfolds. With crowds spread over vast areas, staying on top of incidents and ensuring rapid response can become overwhelming, especially when relying on outdated or manual systems.

3. Crowd Management: Dense crowds can delay emergency response teams from reaching incidents quickly. Managing traffic flow, ensuring the safety of the crowd, and responding to emergencies in a timely manner requires careful planning and coordination.

4. Resource Allocation: Live events require specialized resources. The challenge lies in anticipating the necessary resources, deploying them efficiently, and ensuring there are no shortages or surplus of critical resources.

5. Data Integration: Emergency teams often rely on multiple data sources, such as 911 calls, video feeds, and GIS maps. Integrating these streams into a single platform in real-time is difficult, particularly when different agencies are using disparate systems.

6. Coordination Across Agencies: Events like the Superbowl require collaboration across various local, state, and sometimes federal agencies. Coordinating these responses, ensuring everyone is aligned, and avoiding protocol clashes can be complex, especially when jurisdictional boundaries overlap.
   

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Overcoming Challenges with NG911 Solutions

NG911 technology can change emergency response for live events by providing new tools and platforms that facilitate better communication, situational awareness, and resource management.  
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Here’s how NG911 technology empowers emergency response teams to overcome the most pressing challenges:
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1. Unified Communications: Advanced NG911 platforms integrate communication tools that work across jurisdictions. This allows all emergency responders to be on the same page by eliminating information bottlenecks and ensuring all parties have access to real-time updates. With everyone accessing the same data, confusion is reduced, and responses are faster.

2. Real-Time Situational Awareness: Emergency response teams can use NG911 tools to monitor live video feeds, crowd movements, and geospatial data. GIS-enabled digital mapping systems have the ability to track the precise location of incidents, responders, and critical resources in real-time. In the case study below about the Superbowl LVII, you’ll see how  RapidDeploy integrated maps of the stadium and its surroundings, providing visibility into 911 activity and allowing responders to react more swiftly.

3. Crowd and Resource Management: One of the lessons learned from the Superbowl LVII was the effectiveness of using GIS and detailed indoor maps to manage large-scale events. Integrating live crowd data with 911 calls allowed emergency responders to adjust their strategies dynamically. Real-time maps showing the movement of people and vehicles enabled more effective crowd control, while ensuring medical tents and security personnel were deployed efficiently.

4. Data Integration: Emergency response is made more effective by integrating various data streams into one centralized system. RapidDeploy’s use of Radius Mapping at the Superbowl LVII and the Waste Management Open allowed responders to access 911 call data, CCTV video feeds, and indoor maps in a single platform. This gave responders a comprehensive, real-time view of the situation, enabling them to make informed decisions quickly.

5. Cross-Agency Coordination: During live events, agencies from different jurisdictions need to work together seamlessly. At the Superbowl, RapidDeploy’s NG911 platform allowed police departments across Arizona—from Scottsdale, Chandler, Tempe, Glendale, Phoenix, and other agencies—to collaborate effectively. The system provided an expanded view of 911 activities, allowing call takers and emergency operations centers to coordinate responses across agencies efficiently.
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Case Study Spotlight: Superbowl LVII and Waste Management Open

A prime example of overcoming common challenges faced during live events was the successful deployment of NG911 during two major events in Arizona in 2023; the Superbowl LVII and the Waste Management Open..To prepare for these events, The State of Arizona partnered with  RapidDeploy to create an emergency response system that brought together multiple agencies and integrated various sources of data into one platform. This system provided emergency teams with real-time situational awareness and allowed them to visualize incoming 911 calls plotted on detailed stadium floor plans.

What made this response unique was the use of critical GIS and indoor floor plans for the Superbowl, which were prepared in less than two weeks. The maps were used to monitor 911 activity and to support tactical call takers and real-time crime centers. By leveraging advanced mapping and communication technologies, the response teams managed large crowds effectively and ensured the safety of all participants.

For the Waste Management Open, where over 500,000 attendees spread out across the TPC Scottsdale Stadium Golf Course, NG911 tools enabled the deployment of more than 200 additional officers, many of whom were not familiar with the location. By ensuring all responders had access to real-time maps and data, emergency teams were able to coordinate their response effectively.
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Best Practices for Future Events

Building an effective emergency response plan for live events is not only about technology; it also involves proactive planning, interagency coordination, and ongoing training.  

Here are a few best practices learned from recent events:

• Start Planning Early: While NG911 tools can be deployed quickly––as demonstrated during the Superbowl––having a detailed emergency response plan in place well before the event is essential.

• Conduct Drills and Training: Response teams need to be trained on new technology and standard operating procedures. Regular drills can help teams prepare for various scenarios.

• Use Unified Maps: Ensuring all agencies are working off the same event maps can help to reduce confusion and enable quicker response times.

• Leverage Real-Time Data: Use live data streams, including CCTV feeds, geospatial data, and 911 call data, to maintain situational awareness throughout the event.
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Response Teams for Live Events Can Handle Any Situations

The challenges of managing emergency response for live events are immense, but with the right technology and preparation, they can be mitigated. NG911 tools, like those used at the Superbowl LVII and the Waste Management Open, are reshaping how public safety agencies approach these high-stakes scenarios. By integrating real-time data, facilitating unified communication, and ensuring seamless coordination across agencies, emergency response teams are better equipped to handle any situation that arises.

During a recent session at the APCO 2024 Conference, RapidDeploy and Arizona’s emergency management teams discussed how they prepared for a week of massive events across Scottsdale and Glendale. Watch the full session here to hear about the innovative solutions that helped manage these massive events and learn how to apply these best practices to your own emergency response plans.

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The transition to Next Generation 911 (NG911) represents a significant leap forward for emergency communication centers (ECCs), enabling the use of new technologies like real-time text, live video, and enhanced location services. However, the success of NG911 implementation goes beyond technology adoption—it hinges on effective change management and workforce readiness. Understanding and addressing these challenges is critical for ensuring that NG911 fulfills its potential to enhance public safety.
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The Critical Role of Change Management in NG911

The integration of NG911 technology requires a major cultural and operational shift. ECCs must evolve from legacy systems to digital, cloud-native ecosystems, which brings about considerable change across all levels of the organization. Managing this change effectively involves more than deploying new tools; it requires a strategic approach to preparing people, aligning stakeholders, and fostering buy-in from key decision-makers.

Addressing Resistance: People inherently resist change, especially when it disrupts long-standing processes. Leaders in ECCs must recognize that the transition to NG911 may create uncertainty and apprehension among staff, who might fear their roles will change or become obsolete. Transparent communication, involving teams early in the process, and highlighting the benefits of NG911 can help ease this resistance.

Stakeholder Alignment: Change cannot happen in isolation. ECCs must engage a diverse group of stakeholders, from frontline operators to technical teams and community members. Ensuring everyone is aligned with the broader vision of NG911—and understands its benefits—will increase the likelihood of a successful implementation. Clear leadership, continuous dialogue, and consistent feedback loops can further solidify stakeholder commitment.
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Training as the Cornerstone of NG911 Adoption

Adapting to NG911 is not just about managing change; it’s also about preparing the workforce for the future. As ECCs move toward handling multimedia data, such as text and video, advanced geolocation services, and cloud-native communication systems, the skills required to manage these systems also change.

Comprehensive and Ongoing Training: Initial training is just the starting point. Continuous education must be embedded into the operational culture of ECCs to ensure long-term success. Specialized programs that focus on handling NG911 capabilities—like video call management, real-time text, and data analysis—can empower staff to use these tools effectively. Additionally, ongoing learning opportunities––such as scenario-based simulations––allow teams to build confidence and competence in using NG911 technologies.

Cross-Disciplinary Learning: ECC staff are no longer isolated from other public safety professionals. NG911 fosters greater collaboration across disciplines—for example, with field responders, IT teams, and law enforcement—making cross-disciplinary training essential. When all stakeholders understand how the system works from a technological and an operational perspective, coordination improves, and responses are faster and more effective.
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Risk Management: Navigating the Complexities of NG911

Implementing NG911 is a multifaceted process, involving risks related to technology integration, operational disruption, and compliance. A proactive approach to risk management can prevent costly errors and delays in deployment.

Early Risk Assessment: Before implementation of the NG911 system or tool begins, ECCs should conduct a thorough risk assessment, involving stakeholders from various disciplines to ensure that all potential challenges are identified. This includes evaluating the capacity of current infrastructure, the workforce's readiness, and the upgrade's financial implications. Contingency planning is crucial to address unforeseen issues, minimizing their impact on public safety operations.

Compliance and Standardization: NG911 systems must meet national standards to ensure seamless interoperability across jurisdictions. ECCs need to ensure that their processes adhere to compliance requirements like those set by the National Emergency Number Association (NENA) and Federal Communications Commission (FCC). Standardization is key to guaranteeing that emergency services can effectively communicate and share data in real-time, regardless of the geographic location of the caller.

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Building for the Future: Continuous Improvement and Adaptation

The journey to NG911 does not end with its implementation. As technologies evolve and public safety demands become more complex, ECCs must be agile, continuously improving their systems and processes.

Encouraging Innovation: Leaders should foster a culture that embraces innovation and continuous improvement. This involves regularly updating training programs, introducing new tools, and encouraging open communication channels for feedback. ECCs that prioritize adaptability will be better positioned to meet future challenges in emergency communication.

Community Engagement: Public education on NG911 capabilities is equally important. As ECCs evolve, so too must public understanding of the services available. Ensuring that communities are aware of new NG911 functionalities, such as text-to-911, if available, and multimedia communication, enhances trust and confidence in emergency response systems.
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Successfully navigating the transition to NG911 is not simply a matter of deploying new technology. It requires a comprehensive change management strategy that addresses workforce development, risk management, and stakeholder engagement. By focusing on training, maintaining open lines of communication, and fostering continuous improvement, ECCs can overcome the challenges of NG911 and harness its full potential to improve public safety.

At RapidDeploy, we’re committed to guiding ECCs through the challenges of NG911 adoption. With the right change management, training, and risk management in place, public safety agencies can enhance their capabilities and better serve their communities.

At this year’s ACPO 2024 conference, RapidDeploy shared our knowledge and insights on stage with Christy Williams from NCT911. Check out the speaking session from the APCO conference to dive deeper into how NCT911 and RapidDeploy are managing and supporting NG911 transitions in Texas and across the country.

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In the world of emergency response, interoperability—effective communication and coordination between various public safety agencies—is a critical requirement. Seamless communication between 911 call centers, fire departments, police, and EMS can save lives, reduce response times, and ensure the safety of both the public and first responders. However, achieving this level of interoperability is easier said than done––especially when call transfers are involved.

Public safety agencies are frequently siloed, operating within separate jurisdictions, each with a uniquely configured call-taking ecosystem tailored to their specific needs, including distinct communication systems, call-handling platforms, and tactical mapping solutions. When a 911 call is received, it’s not always clear which agency should respond, especially if the incident occurs near jurisdictional boundaries or if specialized resources are needed. This can lead to call transfers between emergency communication centers, resulting in unnecessary and costly delays, miscommunication, and potentially life-threatening situations.  

To improve interoperability, it is vital to analyze transfer call data to uncover inefficiencies and improve how agencies work together––ultimately enhancing public safety. A key component that can impact the need for transfers is location-based routing, a method that ensures 911 calls are immediately routed to the most appropriate agency, reducing errors and delays.

In this blog post, we'll explore how transfer call data analytics is driving significant improvements in interoperability.

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The Role of Data Analytics in Modern Emergency Services

Interoperability ensures agencies can communicate with each other smoothly, share critical information, and coordinate efforts. However, achieving true interoperability requires more than just compatible systems; it requires data-driven insights into how calls are transferred and how agencies can work more efficiently together.  

Emergency response agencies collect enormous amounts of data, from the details of individual 911 calls to broader metrics on call data and staffing. Traditionally, this data was often siloed or underutilized, analyzed only after major incidents or for auditing purposes. However, the rise of data analytics platforms has changed the technological landscape by making it possible to analyze and use this data in real-time.

Agencies can now identify patterns, bottlenecks, and inefficiencies they might otherwise miss. For instance, if certain types of calls are consistently transferred between agencies or jurisdictions, this might indicate the need for clearer protocols or better tools for handling those situations.

Data analytics also provides insights into the human aspect of emergency response. Transfer delays or misrouted calls can highlight where additional training is needed or where systems need to be improved. With this information, agencies can make data-driven decisions to improve both their internal operations and their ability to work with other agencies.

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‍Key Metrics in Transfer Call Data Analysis

When analyzing transfer call data, several key metrics can provide valuable insights into the effectiveness of emergency response systems:

• Answer Time to Transfer: How long it takes between when a 911 call is initially answered by a PSAP and when that call is transferred to another PSAP or emergency response agency.  A longer time-to-transfer may indicate communication breakdowns or unclear jurisdictional boundaries. ‍
• Transfer Frequency: How often calls are transferred between agencies. A high frequency can suggest inefficiencies in the call-routing process, possibly due to outdated location data or system limitations. ‍
• Process Time: How long it takes an agency to handle a call after arrival. This metric can help agencies determine if transferring a call adds significant delays. ‍
• Misrouted Calls: How many calls were transferred to the wrong agency. By analyzing misrouted calls, agencies can uncover the root causes of these errors, which may be related to incorrect location data, outdated maps, or unclear protocols.

By analyzing these metrics, agencies can pinpoint specific areas where they need to make changes to enhance interoperability.

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Location-Based Routing of Calls and Its Effect on Interoperability

One of the most important advances in improving interoperability is location-based routing. Traditional 911 call-routing systems often rely on static boundaries, such as ZIP codes or jurisdictional lines, which can lead to misrouted calls––especially near boundary areas. However, with real-time location-based routing, calls can be directed to the most appropriate agency based on the caller’s actual location, rather than relying on static maps.

For example, if a caller near a county line experiences an emergency, traditional routing methods might send the call to the wrong county's dispatch center, leading to a call transfer and a delay in response. With accurate location-based routing, that call can be sent directly to the correct agency from the start. Location-based routing can improve call routing accuracy and speed to emergency response since agencies no longer need to waste time figuring out which jurisdiction the call falls under; instead, they can focus on responding to the emergency. This is especially crucial in life-or-death situations, where every second counts.

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‍Real-World Applications of Transfer Call Data Analytics

At the core of this transformation is RapidDeploy's Eclipse Analytics platform, a tool that provides agencies with insights drawn from data such as answer times, call transfer rates, and call time statistics. PSAPs that have adopted platforms like Eclipse Analytics have seen marked improvements in interoperability, thanks to better insights into their transfer call data.

For example, some regions have identified that a significant percentage of calls are being transferred due to unclear or out-of-date PSAP boundaries. By analyzing the transfer data, these agencies were able to update their location-based routing protocols, wireless traffic plans, and/or their PSAP boundaries, reducing the number of transfers and improving response times.

In another case, a jurisdiction discovered that 911 calls were being transferred between a primary and multiple secondary PSAPs, causing delays in response times. These misrouted calls were primarily due to incorrect or out-of-date response boundaries or errors in Emergency Service Number (ESN) tables, which are critical for determining where calls should be directed. By leveraging transfer call data analytics, the jurisdiction was able to pinpoint the root cause of these misroutes. They used this information to update their routing protocols, improve coordination between primary and secondary PSAPs, and ensure that each agency had a clearly defined role in handling specific types of emergencies. This led to a reduction in unnecessary call transfers, streamlined the overall response process, and improved the accuracy of call routing, ultimately leading to faster and more efficient emergency responses.

These examples demonstrate the power of data analytics in uncovering inefficiencies and driving real-world improvements in how agencies work together. Transfer call data provides the insights needed to make informed decisions, leading to better coordination, faster response times, and ultimately, improved public safety.

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Fostering Interagency Collaboration through Data

Improved collaboration between agencies is one of the most significant benefits of analyzing transfer call data. Traditionally, many public safety agencies have operated in silos, with limited data sharing between them. However, as the need for interoperability has grown, so has the importance of data sharing.

By analyzing key metrics such as time-to-transfer, process times, and misrouted calls, agencies can identify inefficiencies and make data-driven decisions. Additionally, transfer call data offers agencies a shared dataset they can use to improve coordination and communication. For example, if one agency sees that a high number of calls are being transferred to a neighboring jurisdiction, they can work together to develop better protocols and communication strategies. Data sharing allows for a more holistic approach to public safety, with agencies working together rather than in isolation.

When both agencies are using the same technology––such as RapidDeploy’s Radius Mapping––this collaboration becomes even more effective. With access to real-time, location-based data, both agencies can visualize incidents on the same map, reducing confusion and allowing for more seamless hand-offs. This enables telecommunicators to transfer calls with greater precision and confidence, as both systems are aligned on the incident’s location and the most appropriate responding units.  

The ability to see the same information in real-time empowers agencies to make quicker, more informed decisions, ultimately improving the speed and effectiveness of their response. In addition, insights gained from transfer call data can drive policy changes and standardize procedures across jurisdictions. When all agencies are working from the same data and using similar platforms like Radius Mapping, interoperability becomes much easier to achieve.

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Looking to the Future: Data Analytics as a Catalyst for Change

The future of public safety lies in the continued advancement of data analytics and interoperability. As Next Generation 911 (NG911) systems are rolled out across the country, the importance of location-based routing and real-time data sharing will only grow. Emerging technologies, such as machine learning and artificial intelligence, have the potential to further change the way agencies analyze transfer call data, providing even more accurate predictions and insights.

Looking ahead, data analytics platforms like RapidDeploy’s Eclipse Analytics will play an essential role in building fully interoperable, efficient emergency response systems. The insights gained from transfer call data analytics will help agencies improve their response times, reduce errors, and foster better collaboration across jurisdictional lines. Additionally, location-based routing can improve how 911 calls are handled, reducing the need for call transfers and improving response times. As these platforms continue to evolve, so will the level of service they provide to public safety professionals and the communities they serve.

In a world where every second counts, transfer call data analytics may be the key to unlocking a more efficient, interoperable emergency response system. Now is the time for agencies to invest in these technologies and take the next step toward a safer, more connected future.

As our world becomes increasingly interconnected, the necessity for seamless communication systems across Public Safety agencies has never been more apparent. Nowhere is this more vital than in emergency services. Next Generation 911 (NG911) technology is changing the way emergency services respond to crises, offering enhanced capabilities like text, video, and data sharing that go far beyond traditional voice calls. However, one of the most significant challenges and opportunities NG911 presents is interoperability—particularly among neighboring counties.

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The Promise and Challenge of NG911

NG911 represents a transformative upgrade to the traditional 911 system, allowing emergency communication centers (ECCs) to receive, process, and respond to calls in a way that’s more aligned with modern technological capabilities. This system is designed to handle not only voice but also SMS, images, video, and data from the growing array of connected devices in use today.

However, the true potential of NG911 is only fully realized when different jurisdictions can seamlessly share this information. Emergency situations often don’t respect geographic boundaries—natural disasters, large-scale accidents, and criminal activities can span multiple counties, making it crucial that neighboring ECCs work together effectively. This need for interoperability brings both technical and organizational challenges.

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Why Interoperability Matters

Interoperability is the ability of different systems, devices, or applications to work together within and across organizational boundaries. In the context of NG911, interoperability ensures that emergency communications and data flow smoothly between different jurisdictions, regardless of the technology or systems they use.

For example, consider a large-scale wildfire that spreads across multiple counties. Responding effectively requires coordination between fire departments, law enforcement, and emergency medical services from all affected areas. If the emergency communication systems in these counties can’t share information in real-time, the response will be fragmented, potentially leading to delays, miscommunications, and a higher risk of harm to first responders, victims, and property.

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The Role of Neighboring Counties in NG911 Interoperability

Neighboring counties play a crucial role in achieving NG911 interoperability. Here’s how they contribute to this essential capability:

1. Mutual Aid and Shared Critical CAD Incident Resource Locations

In emergency situations, the ability to quickly and effectively mobilize resources across county lines is crucial. Mutual aid agreements between neighboring counties have long been a cornerstone of emergency response, allowing counties to share personnel, equipment, and expertise during incidents that surpass the capacity of a single jurisdiction. NG911 takes these agreements to the next level by enabling the seamless sharing of critical incident data and resource locations through integrated Computer-Aided Dispatch (CAD) systems.

When an emergency occurs—whether it's a natural disaster, large-scale accident, or criminal activity—the ability to view and share real-time information about the incident and available resources can significantly improve response times and coordination. Through NG911, neighboring counties can access shared CAD data, giving them a comprehensive view of ongoing incidents across county lines. This shared visibility allows telecommunicators and responders to make informed decisions about resource allocation, ensuring that the right assets are deployed where they’re needed most.

For example, if a wildfire spreads across multiple counties, having shared CAD systems enables all affected counties to see the location and status of firefighting units, water tankers, and other critical resources in real-time. This prevents the duplication of efforts and ensures that resources are used as efficiently as possible, enhancing the overall effectiveness of the emergency response.

Shared CAD data also strengthens mutual aid efforts by providing a clear, real-time picture of resource availability and incident loads. This allows counties to better manage mutual aid requests, ensuring that resources are dispatched from areas with lower demand to those in greater need. Additionally, by having access to detailed incident information from neighboring counties, responders can better anticipate the needs of their counterparts and provide targeted assistance.

The integration of mutual aid with shared CAD incident and resource locations not only improves the efficiency and effectiveness of emergency responses but also fosters stronger collaboration and trust between neighboring counties. By leveraging NG911 technology to enhance mutual aid efforts, counties can ensure they are better prepared to handle large-scale or complex incidents, protecting the safety and well-being of their communities.

2. Common Operating Picture

One of the key benefits of NG911 is the ability to create a common operating picture across different jurisdictions. A common operating picture is a shared view of an incident that provides all responding agencies with the same information in real-time. This is crucial for ensuring that all responders are working from the same playbook, reducing the chances of miscommunication or conflicting actions.

For neighboring counties, having a common operating picture means that during an emergency, every ECC has access to the same data, maps, and communication streams. This allows for a more cohesive response effort, even when multiple jurisdictions are involved. A shared common operating picture is useful in small scale incidents or is especially important for large-scale incidents like natural disasters, where coordination across county lines is essential for effective response and recovery efforts.

Critical incident boards are an essential tool in supporting interoperability with neighboring counties, as they provide a centralized, real-time display of all relevant incident information. These boards allow multiple ECCs and first responders across jurisdictions to view and update key details such as unit status, resource locations, and incident progress. By offering a shared platform for visualizing the full scope of an emergency, critical incident boards ensure that all involved parties—from telecommunicators to field units—are aligned and can make informed, coordinated decisions. This unified approach helps eliminate communication gaps and enhances the overall efficiency of the multi-county response effort.

3. Interjurisdictional Training and Drills

Interoperability isn’t just about technology—it’s also about people. Training and drills that involve multiple counties are critical for ensuring that responders are familiar with each other’s systems and procedures. These exercises help identify potential gaps in communication and coordination before they become critical issues during an actual emergency.

For neighboring counties, regular interjurisdictional training sessions can foster better collaboration and trust among responders. It also provides an opportunity to test the interoperability of NG911 systems in a controlled environment, allowing counties to refine their processes and ensure they’re prepared for real-world scenarios.

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4. Communication and Collaboration through Interagency Chat

Effective communication is the cornerstone of any successful emergency response. NG911 enhances the ability of neighboring counties to communicate and collaborate in real-time through interagency chat systems. These platforms allow emergency communication centers (ECCs) from different counties to engage in continuous, secure dialogue, sharing critical updates, and coordinating their efforts seamlessly.

Interagency chat facilitates instant communication between PSAPs, law enforcement, fire departments, and other emergency responders across county lines. For example, if an incident occurs near a county border, telecommunicators using Radius Mapping can use RapidDeploy’s interagency chat functionality to immediately inform their counterparts in the neighboring county, share situational updates, and coordinate resource deployment. This real-time collaboration ensures that all responders are on the same page, reducing response times and improving the overall effectiveness of the emergency response. Read a real-world example of how interagency chat helped during an active shooter incident here.

The use of interagency chat also helps build stronger relationships between neighboring counties. Regular communication fosters trust and familiarity, making it easier to collaborate during emergencies. By leveraging these chat systems, counties can ensure that their responses are not only timely but also unified, maximizing the efficiency and effectiveness of their efforts.

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5. Enhancing Interoperability with RapidDeploy’s Lightning Mobile Application

RapidDeploy’s Lightning mobile application plays a crucial role in enhancing NG911 interoperability, particularly when it comes to collaboration between neighboring counties. Lightning is designed to provide first responders and ECCs with the tools they need to stay connected, informed, and responsive, no matter where they are.

One of the key benefits of Lightning is its ability to deliver real-time incident data and situational awareness directly to responders in the field. Whether a responder is operating within their home county or providing mutual aid in a neighboring jurisdiction, Lightning ensures that they have access to the most up-to-date information. This is particularly important in situations where incidents span multiple counties, as it allows all responders to operate from a shared understanding of the situation, even if they are from different agencies.

Lightning supports interoperability by enabling responders from different counties to communicate and share data seamlessly. For example, during a multi-county response to a natural disaster, responders using Lightning can view and update critical incident details, track resource deployments, and communicate with telecommunicators and other field units in real-time. This level of connectivity ensures that everyone involved in the response is on the same page, reducing the potential for miscommunication and improving the overall coordination of efforts.

Another significant feature of Lightning is its ability to integrate with existing CAD systems and NG911 infrastructure. This integration allows for the automatic sharing of incident data and resource locations between neighboring counties, enhancing the overall situational awareness of all involved parties. By providing the same information as Radius Mapping, Lightning acts as an extension of this system, and ensures that responders can make informed decisions quickly, regardless of where they are or which jurisdiction they belong to.

Lightning’s mobile capabilities mean that responders are not tethered to a central command center; they can receive updates, adjust plans, and coordinate with other units while on the move. This flexibility is particularly valuable in rural or remote areas where traditional communication infrastructure may be limited, and where responders from multiple counties may need to work together in challenging environments.

By facilitating real-time communication, data sharing, and resource tracking across county lines, RapidDeploy’s Lightning mobile application plays a pivotal role in strengthening NG911 interoperability. It empowers first responders to act swiftly and cohesively, ensuring that when emergencies cross borders, the response remains seamless and effective. Neighboring counties that leverage Lightning as part of their NG911 strategy are better positioned to collaborate and respond to emergencies, ultimately enhancing public safety across their communities.

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‍The Path Forward: Building a Stronger, More Interconnected Emergency Response System

As NG911 technology continues to evolve, the importance of interoperability among neighboring counties will only grow. By working together, counties can overcome the challenges of technology compatibility, funding, and governance to build a more robust and effective emergency response system.

Neighboring counties that prioritize interoperability will be better equipped to handle large-scale emergencies, ensuring that they can respond quickly and effectively to protect the property of citizens, and the lives of citizens and first responders. By embracing NG911 and the opportunities it offers for interoperability, counties can create a safer, more resilient community for everyone.

In conclusion, NG911 interoperability is not just a technical goal but a critical public safety imperative. Neighboring counties have a unique role to play in making this vision a reality, ensuring that when emergencies strike, their communities are ready to respond—together.

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