In Part 1 and Part 2, we explored how critical, realistic, and immersive training prepares 9-1-1 telecommunicators to handle unpredictable crises confidently and competently. But preparation doesn’t end with training alone. Equally critical is the technology that telecommunicators rely on daily. Let’s examine why investing in and thoughtfully implementing technology is essential for responding effectively to critical incidents.

Several years ago, I had the opportunity to hear Stephen Martini, Director of Metro Nashville, discuss his experience handling the Christmas Day bombing in Nashville. His message stuck with me profoundly: leaders must provide their teams not only with the right technology but also empower them with the skills, confidence, and autonomy to make decisions when the stakes are highest. Martini emphasized placing the right people in the right roles, equipped with both training and tools. Without that empowerment, a leader risks becoming a bottleneck during a crisis, overwhelmed by constant decision-making that their team could handle independently with proper preparation.

Martini also underscored a critical truth: technology is nothing without the people operating it. No matter how advanced the technology, it is always a person behind the console, a voice behind the headset, who makes that technology effective. Even with the rapid advent of AI-driven solutions, human input remains indispensable. While we often find ourselves excited by the latest software or equipment upgrades, we must invest equal, if not greater, energy into preparing our personnel to utilize those technologies effectively.

One of the greatest pitfalls in public safety technology implementation is launching new systems without thorough development and preparation beforehand. Effective implementation is just as crucial as the technology itself. Agencies must hold comprehensive training sessions, conduct follow-up sessions, provide continuous education, and perhaps most importantly, actively solicit feedback from frontline staff about what’s working and what isn’t.

Reflecting on my experiences during major incidents, like the Las Vegas shooting, the importance of stress testing our technological tools becomes painfully clear. During that tragic event, Las Vegas Metropolitan Police Department processed over 7,000 incident-related calls in just a 10-hour period, on top of normal operational traffic. The systems nearly reached their breaking points, highlighting a critical lesson: we must push our technology to its limits regularly, long before a crisis occurs, to understand and expand its capabilities.

This kind of rigorous, intentional stress testing and ongoing training builds familiarity and muscle memory for telecommunicators, ensuring that when chaos strikes, no one is scrambling to remember how to operate critical tools. Whether it's your CAD system, new AI transcription software, radio alerting systems, reverse 9-1-1 platforms, or enhanced text messaging capabilities, these tools should never gather dust awaiting the moment they're needed. Instead, they should be second nature, integrated seamlessly into daily operations and regularly exercised under realistic conditions.

A dear friend of mine, Ryan, was renowned for intentionally trying to break new CAD systems during training. While some found this frustrating, Ryan understood precisely the value of such rigor: discovering limits and weaknesses in training, rather than during a real emergency. This mindset is exactly what we need to encourage, welcoming challenges, failures, and discoveries during preparation so they don't become obstacles during an actual critical incident.

As you assess the technology in your 9-1-1 center, ask yourself:

Remember, successful integration of technology into our daily operations hinges on continuous preparation, thorough training, and open communication. Investing in technology means equally investing in the people who operate it. Above all, remember always to champion people first.

For our final installment, Part 4, we will explore center design, such as console layouts, lighting, chairs, and all the aspects we often overlook, examining how these seemingly minor details play a crucial role in responding effectively to critical incidents. Until then, thank you for your unwavering dedication and the strength you bring to every call, every day.